ORM wins Best Business Transformation for GWR
ORM has won Best Business Transformation at the UK Digital Experience Awards 2015. The award recognises exceptional customer experience through digital and rewards ORM for their partnership in digital transformation with Great Western Railway (GWR), in their mission to reignite the UK’s love for rail.
ORM developed a strategic approach and three-year roadmap for digital change with GWR. They worked closely with stakeholders in workshops, interviews, co-creation exercises and customers to provide the mandate for change. The result was more than a slick user interface: ORM designed digital solutions that addressed real world business challenges and met customer needs, from battling disruption through the website’s PIDD program, to a specific strategy focused around inspirational content for the West.
GWR’s digital platform was re-architected by ORM from the ground up to present disruption data more intuitively for customers, create a more robust infrastructure and develop an industry leading website, which could drive forward innovation and allow GWR to become a digital business of scale.
Julian Richards, User Experience Lead at Great Western Railway said:
“At GWR we know how important good customer communication is, and how digital channels can be used to improve our customers' experience. Winning this award with ORM is recognition of just how hard we've worked to put customers at the heart of everything we do.”
Excited about what this award now means for ORM, Keith Nation Managing Director at ORM said:
“From initial strategy through to platform build and all the people, tools and processes in-between, ORM have been focused on delivering tangible change for GWR. By breaking down the overwhelming transformational challenge into a series of initiatives, we’ve delivered measurable return for the business, driven by the needs of customers. At ORM we take digital change seriously and this award recognises the dedication and commitment from the team. We are very proud to have been on this journey”