An essential part of ensuring a seamless end-to-end journey experience for the rider relies on providing good communication channels and allowing the rider to obtain information on the go. 

Unwire’s Mobility as a Service platform offers multiple ways for Agencies and riders to communicate in real-time and on the go. 

Rider Alerts

With Rider Alerts, riders can easily keep informed about service notifications and disruptions, such as cancellations or changes to their chosen services.

Rider alerts are published by the Agency, consumed by the platform, displayed on the mobile app home screen, and can be shown in priority categories. For example, alerts affecting large numbers of riders can be prioritized first. In addition, riders can receive push notifications for service alerts posted to their favorite routes and stops.

The platform can consume rider alerts from multiple sources, directly from Agency-provided APIs and GovDelivery data.

Elerts See Say®

The platform is fully integrated into Elerts See Say®. This integration allows the rider to report real-time incidents directly through the app, such as crimes, damages to stations and other safety and security concerns.

On the app’s home screen, the rider will find a report button and inbox, making reporting an issue quick, easy, and discreet. Riders can optionally add videos, audio, images, and GPS location with the report, which gets sent straight to the relevant service, such as transport police or customer service, who can enter into a real-time two-way dialogue with the rider. Riders can share their personal information or choose to stay anonymous.

Push notifications

Agencies can also send specific push messages to the riders via the back-office / admin portal. This can be tailored to different audiences, for example, all users, a selected group of users, or even individual users.

Riders with this push notifications enabled are alerted to new information and can see this even when the app is closed.

In-App Messaging

The platform also allows an agency to send In-App messages to the rider. These differ from push messages by having a button prompting the rider to perform an action (e.g. “read more” or “participate in the survey”) and can also contain images and additional text. In-App messages are used when the Agency wants to ensure the rider sees the messages. 

For example, this was used effectively during the COVID pandemic to send targeted critical messages to riders about the current COVID-19 situation locally, official advice and related changes to schedules. In addition, the agile functionality means that the app’s communication features can be rapidly repurposed in times of emergency or crisis or to communicate messages essential for all riders.

Feature Tours

The entry point to a newly installed app is the intro tour. This is a sequence of agency-customizable screens introducing the new rider to the app, which the rider can skip. New introduction screens will be shown to the rider if there are significant updates to the solution.

Help and Support

Riders can get help and support from their Agency directly from the app’s self-service and contact information section, which the Agency can configure. Here the rider can find frequently asked questions and terms and conditions, and can also find agency contact information and initiate communication via phone or email directly to the agency customer support, security officers, and more.