Transport & Mobility

The journey people judge is the one between two places.

Ticketing, access, disruption and recovery across metro, bus, taxi and ride-hailing, mapped as one multimodal trip rather than four separate products.

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By industry · Transport & MobilityReplay

PlanPayTravelDisruptionRecover

Disruption

Multimodal templates

Door-to-door trips spanning metro, bus, taxi and ride-hailing legs.

disruption complaints −27%

disruption complaints −27% · refund cycle 14d → 9d · assistance no-shows −21%

The problem

Disruption decides loyalty, and it belongs to nobody.

Each mode owns its own leg and measures it well. The interchange, the delay and the recovery fall between owners, which is exactly where the trip is remembered.

Modes measured separately, so the interchange is invisible
Disruption handled operationally, with no experience owner
Accessibility treated as compliance rather than as a journey

“The train was cancelled. The app still showed it as on time while I stood on the platform watching it not arrive.”

Commuter panel, rail operator · disruption stage

The operational fact

Disruption itself is largely unavoidable. The information gap during it is not, and it accounts for most of the satisfaction loss attributed to the disruption.

What changes, measured*

Disruption complaints−27%the app tells the truth before the platform does

Refund cycle14d → 9dentitlement applied automatically where it is known

Assistance no-shows−21%booked assistance confirmed against the actual service

Journey Index+6planning through disruption recovery

* Based on heuristics. These figures are modelled from the René method and observed sector patterns, not reported client results. Your own numbers replace them once a journey is measured.

What it costs to leave alone

The case for acting now

01A modal switch you do not get backA commuter who returns to the car after a badly handled disruption is not recovered by the next timetable improvement.

02Compensation paid lateEntitlement granted after weeks of chasing costs the same as entitlement paid promptly and repairs nothing.

03Accessibility treated as an exceptionAssistance handled as a special case fails exactly when the network is under stress and the duty is clearest.

How René handles it

4 capabilities

Multimodal templatesDoor-to-door trips spanning metro, bus, taxi and ride-hailing legs.

Interchange stagesHandoffs modelled as first-class stages with their own measures.

Disruption recoveryRecovery sequences designed against fairness, not only against operations.

Accessibility branchA modelled archetype with its own effort score, not a checklist.

10 journey templates, ready to map

Door-to-door trips with interchanges and disruption recovery as first-class stages

Multimodal commuteCross-operator

7 stagesTrip completion · interchange effort

Fare purchase and top-up

4 stagesCompletion · failure by channel

Service disruption recoveryLoyalty deciding

6 stagesRecovery NPS · fairness perception

Accessible journeyStandards reported

7 stagesAccessibility effort score

Ride-hailing pickup

5 stagesWait accuracy · cancellation rate

Lost property and complaint

5 stagesResolution time · repeat contact

The network programme

TodayWith René

Each mode reports its own legOne door-to-door trip measured

Disruption is an operations metricDisruption is a designed experience

Accessibility audited annuallyAccessibility modelled continuously

Transport & Mobility

Questions we get asked

Operational exports and app feedback attach to the same stages, which is where the two finally agree or disagree.

Keep reading

By industryAviation & HospitalityRecovery is the journey that decides loyalty.ProductBehavioural Intelligence144 documented biases, attached to your drop-offs.By use caseFix drop-offName the reason people leave at step four.

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