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The Problem

London is the cultural and commercial hub of Europe, drawing tens of millions of visitors each year. An efficient and reliable public transportation system is imperative for this bustling metropolis of 8.5 million residents and its visitors.

Despite the widespread adoption and success of Oyster with about 90% transactions being made using the Oyster card, it still represented a business model from the 19th century. Oyster operated on a closed-loop system where one currency (the customer’s money) was exchanged for another (the TfL fare) that could only be used for a single application – to pay for one’s journeys.  

Operating costs for the Oyster card system were significant, with each transaction placing a burden on the system.

The Results

TfL’s motivation has been to achieve a paradigm shift in the existing model in public transport to pay with a smart card exclusive to the system (closed loop) and transform the customer experience to one that is more familiar to them in the typical retail interaction (account-based open payment). TfL envisioned that in the new paradigm, paying for transport would be identical to paying for goods in a retail environment and the successful adoption of the contactless bankcard payment system for transport has achieved just that.

Watch how we're enhancing mobility in London. 

london case study enhancing mobility public transport oyster card
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