AT HOP

As a longstanding UbiQuity platform user, when AT identified the need for a programme especially for visually impaired customers, they turned to Qrious to help bring the project to life.

People from all walks of life and abilities use Auckland’s public transport services. While the AT HOP card has made using and paying for transportation a lot easier, some customers find it hard to read the digital displays on buses and trains, or to use the online portal. Users are often unsure how much money is left on their card, or whether they’ve tagged on or off successfully

The solution

Data

The various sources of AT HOPs customer and travel data were first centralised in ATs data warehouse. This data – in particular the AT HOP card number is encrypted using cipher block chaining before being sent between the two databases via API. This allows the unique ID to be stored in UbiQuity without exposing the full number.

Travel or account activity data is then used to populate the dynamic content in the email or text, showing the recipient their most recent travel information or AT HOP balance. Logic was built into the email template ensuring that only copy relating to the available data was sent to each customer.

Accessible templates

As screen readers read all available text in an email – whether body copy or alt text sitting behind images - the template needed to be stripped back of most of its design and branding. Scripting language was used within the email code to ensure that the screen reader could read the email in a way that was contextually relevant and easily understood by the recipient.

The preference form also needed to meet accessible guidelines, with customers able to navigate through the form exclusively using their keyboard, whether this was tabbing to the next field, or using the space bar to make selections.