“We undertook an extensive review process to ensure we chose the right company to deliver this important project for us. Bliss Media was successful due to a combination of factors including extensive experience, varied skill set across the whole eCommerce spectrum, local knowledge and their ability to understand what it is we were trying to achieve.”
Head of Customer Operations, Transurban
CityLink is a 22 kilometre fully electronic toll road in Melbourne. It’s owned and managed by ASX listed company, Transurban.
Transurban required an overhaul of their strategic position in the digital space. Focusing primarily on the CityLink website, Bliss created a strategy that repositioned Transurban’s digital environment to a useful customer-centric channel. Once the work on the digital strategy was underway Bliss was also commissioned to design and develop the new Citylink website. The new site is fully responsive and integrates with internal payment engines.
Bliss conducted a full audit and usability testing on the existing site to validate our findings and ensure they matched the experience of real users. We also held scoping workshops with Transurban staff from various departments (i.e. technical, legal, customer service, senior management, communications and marketing). From these activities we were able to set digital KPIs covering the website, outbound communications and digital marketing. Our findings were presented to Transurban in person, as well as via a series of documents, and as a five-minute video for distribution around the organisation.