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UX Audit & Customer Support Enhancement for Public Transportation Platform

How We Helped Rea Vaya Improve Their Website Experience and Strengthen Their Passenger Support System

Rea Vaya Johannesburg

http://Website%20Improvement%20for%20Rea%20Vaya%20Johannesburg

About

Rea Vaya, meaning “we are going” in Scamto, is Johannesburg’s pioneering Bus Rapid Transit (BRT) system—one of the first of its kind in Africa. Since its launch in 2009, Rea Vaya has played a key role in transforming public transportation across Johannesburg by providing a safe, affordable, and efficient travel option linking Soweto, Braamfontein, the CBD, and beyond. Rea Vaya’s mission is to offer accessible and sustainable transport solutions that reduce congestion, lower carbon emissions, and improve connectivity across communities in Johannesburg.

Our Digital Marketing Services

Digital Marketing Challenge

With a growing user base and ongoing service expansion, Rea Vaya needed to enhance the usability and accessibility of its official website. The existing site faced navigation challenges, unclear content hierarchy, and lacked an optimized support system to handle user inquiries efficiently. As more commuters relied on Rea Vaya’s online presence for updates, route information, and customer service, creating a smoother and more intuitive digital experience became essential.

Our Digital Marketing Solution

To address these challenges, our team conducted a comprehensive UX Audit to evaluate the website’s usability, design consistency, and overall user flow. Our key improvements and initiatives include: Enhancing content structure and navigation clarity to help users find essential information faster; Optimizing mobile responsiveness for commuters accessing the site on the go; Streamlining access to key commuter information, including timetables, routes, and service alerts; Strengthening the Help & Support portal to enable faster user query resolution and improve service efficiency. We also collaborated to optimize and support the Help Support (MTC) platform at help.reavaya.org.za Our involvement included ongoing email support, monitoring new tickets, and ensuring efficient response handling to enhance user satisfaction and service delivery.

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Looking to improve your website’s user experience or streamline your customer support system? Contact us today to discover how our UX, web, and support solutions can help your organization deliver a smoother digital experience.

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http://Website%20Improvement%20for%20Rea%20Vaya%20Johannesburg
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