High quality customer experience is imperative to the success of every public transport network. That means an experience which is consistently good, and has the customer at the heart of the system design. Everything about the service should focus on the customers’ varied needs - from accessibility, information, service provision, network design, ticketing, comfort, safety and security. In short, it should be easy to use.

We have worked with many clients to develop customer experience strategies and plans and to implement projects which improve the customer outcomes and encourage more people to use public transport. Our deep understanding of Australian public transport networks ensures these strategies are targeted and appropriate to the jurisdiction for which they are designed.

With long experience in stakeholder engagement, both in planning and implementation, Emilie will be able to lead your project or organisation’s stakeholder engagement. Our work includes identifying stakeholders, key messages and communications channels, internal leads for engagement.

We can run communication styles workshops for you to develop your own stakeholder plan.

As well, we can lead on the stakeholder engagement for your project. We have worked across a huge range of stakeholders from all sectors including health, education, local government, emergency services, transport and business.

We believe that early and ongoing community engagement is key to the success of changes that are going to affect that community. Over the past 25 years we have worked across a variety of complex projects including policy and infrastructure, organising and running community events, preparing communications and market research materials, and responding to all types of feedback.

We believe that for community engagement to be successful we need to understand how and why that community will engage. This means making sure that engagement opportunities are accessible to everyone. We strive hard to ensure the ‘silent majority’ are encouraged to respond and speak out.

Within the wider setting of policy change or the provision of new services or infrastructure, behaviour change programs can have a significant impact on the outcomes and community uptake.

Using a variety of behaviour change and social marketing methodologies and theories, we will build you a program that is focused on the outcome you want to achieve, specific to your situation. It’s also where the early community engagement and market research link as key elements informing the ongoing campaign.

At Elleeva Associates we take a strong interest in what makes towns and cities thrive, with a focus on social inclusion and the environment, and that’s what drives our dedication to create an effective transport network to support people living their daily lives. Our sustainable transport services cover the range of transport modes from active transport, to public transport, and methodologies to reduce the negative climate and social impacts of single occupancy car use.

Our experience includes the development of transport policies, strategy, operations and project implementation. We can also advice on the transition to zero emissions including electric and hydrogen fuel sources.

Having worked in behavioural marketing and communications for over 20 years, we have extensive experience in market research, both as researchers, or creating briefs for larger, specialised research agencies. A combination of qualitative and quantitative research gives the best results in understanding the market or target audience. Previously a member of the Market Research Society in the UK, Emilie has been formally trained in running focus groups, developing, testing, running and analysing surveys, and designing and running key respondent interviews.