Digital for better mobility NS Dutch Railways: Making the Netherlands sustainably accessible to everyone through digital Bram van Eck, webwinkel vakdagen 2023

Making the Netherlands sustainably accessible to everyone through digital 2 My name is Bram van Eck HELLO!

Making the Netherlands sustainably accessible to everyone through digital 3 Travelers We are ever more digital … WHY?

Making the Netherlands sustainably accessible to everyone through digital 4 We are ever more digital … WHY? 16+ Dutch population using smart phone +95.7% Daily mobile internet usage 145min Purchased a product online via mobile phone 39.3% 7 Million Asks travel advise in our app 90% Of mobile screentime is spent in an app 90% + + *Digital in the Netherlands: All the Statistics You Need in 2021 — DataReportal – Global Digital Insights Unique NS App users

Making the Netherlands sustainably accessible to everyone through digital 5 … and expectations of travellers evolved with this … “I left my charger in the train … I wonder if I can pick it up in the afternoon on my way back …” “Seems my train will be busy. I guess I will buy a few things first and take the next train” “My 11am meeting moved to High Tech Campus … How can I get there?”

Making the Netherlands sustainably accessible to everyone through digital 6 New players have entered the mobility app market. Sustainable transport solutions are ever more needed and provided. The possibilities of getting from A to B are close to endless. … in a rapidly evolving mobility context.

Making the Netherlands sustainably accessible to everyone through digital Commercie, voor de klant Making the Netherlands sustainably accessible to everyone through digital 7 So NS Dutch Railways is innovating

Making the Netherlands sustainably accessible to everyone through digital 8

Making the Netherlands sustainably accessible to everyone through digital 9 From A to B The freedom to travel to your destination in your own way From A to Z Relevant, personal information and a wide range of easy-usable mobility services. We are more than a railway company OUR OVERALL DIGITAL VISION BASED ON THIS

Making the Netherlands sustainably accessible to everyone through digital 10 Arrange everything from 1 central profile. Easily plan, book and pay. Information and service from door- to-door. In line with our traveler-first way of thinking, we focus on realizing the three most important jobs-to-be- done for the traveler. Focus on the things that matter most. HOW? From A to B. From A to Z. As a traveller I want …

Making the Netherlands sustainably accessible to everyone through digital 11 Easily plan, book and pay. A FOCUSSED APPROACH TO ACHIEVE THIS “Convenience is crucial for me to use web or app” “I Would like to see my journey in a map, especially in case I use multiple transport modalities for my door-to-door journey” “I want to Easily plan, book and pay both at home and on the road if I want to reconsider my journey”

Making the Netherlands sustainably accessible to everyone through digital Multimodal planner 12 From planning with public transport to planning with any modality you need WHAT?

Making the Netherlands sustainably accessible to everyone through digital 13 Information and service from door-to-door. A FOCUSSED APPROACH TO ACHIEVE THIS “ I enjoy being actively guided during my travel, with clear overviews of where I am and what’s the next step I need to decided on ” “I want the information and service I get to be relevant for me. That is the reason I’m happy to share my data and preferences with NS” “I don’t want to be redirected for help. Give me all the information and service under one roof”

Making the Netherlands sustainably accessible to everyone through digital Zet meldingen aan 14 I want to know if something changes in my planned trip WHAT?

Making the Netherlands sustainably accessible to everyone through digital 15 Arrange everything from 1 central profile. Easily plan, book and pay. Information and service from door- to-door. In line with our traveler-first way of thinking, we will keep focusing on realizing the three most important jobs-to-be-done for the traveler. Expanding the ripples of our jobs to be done WHAT’S NEXT? From A to B. From A to Z. As a traveller I want … More personalised features More means of transportation Beyond The Netherlands Realtime, pro-active

Making the Netherlands sustainably accessible to everyone through digital 16 NS App - wie kan helpen met input? YoY door-to-door advice in NS app +170% It helps us continuously improving our NS app. Unique app users 7 mln 2022 Employees working on improving our app 290

Making the Netherlands sustainably accessible to everyone through digital Commercie, voor de klant 17 OUR BIGGEST CHALLENGE AHEAD Towards making The Netherlands sustainably accessible to everyone.

Making the Netherlands sustainably accessible to everyone through digital 18 We’re always looking out for talent that wants to join us in our quest to make mobility accessible for everyone. Find more at https://werkenbijns.nl/comit/ [email protected] / 0653526465 Come and join us. INSPIRED?