The COVID-19 pandemic posed unprecedented challenges for the public transport sector, as operators had to balance the health and safety of their passengers and staff with the continuity and reliability of their services. A railway company, which serves more than 900,000 daily commuters, was no exception. To cope with the rapidly changing situation and the evolving needs of its customers, the rail company decided to launch a new mobile app feature called MoveSafe in June 2020. The mobile app feature aimed to provide real-time information on the occupancy level of trains.

The main objectives of mobile app feature were to:

• Enhance the safety and comfort of travelers by giving them accurate and timely information on the occupancy level of trains.
• Encourage the use of public transport by restoring the confidence and trust of customers in the railway system.
• Support the management and optimization of the railway network by collecting and analyzing data on the travel patterns and preferences of customers.
• Innovate and differentiate the brand by offering a unique and user-friendly app.

The mobile app feature was developed using an agile and customer-centric approach, involving the following steps:

• Identifying the needs and expectations of passengers.
• Designing and testing the mobile app feature and functionality.
• Launching and promoting the mobile app feature with the mobile app to the public through various channels, such as social media, website, email and press.
• Monitoring and evaluating the mobile app feature performance and user feedback through analytics, ratings and reviews.

The mobile app feature was a successful initiative that demonstrated how the rail company was able to respond to the COVID-19 crisis and meet the needs and expectations of its customers. The mobile app feature provided a safe and smooth travel experience for passengers. The mobile app feature is an example of how the rail company is committed to enhancing the mobility and well-being of its customers and society.