Arriva Case Study | Braintree Payments

As Europe's largest transport provider, Arriva operates 3,500 buses in the UK (outside of London), providing essential daily services for millions of people. The company takes a leading stance on providing a strong customer experience by incorporating helpful new technology as soon as it is developed, including a move from paper tickets to mobile bookings, allowing customers to prepay for tickets that are easily accessed via their mobile device. Arriva needed a solution that could streamline in-app payments, integrate mobile-first technology, and offer multiple mobile payment methods. In less than one year since integrating with Braintree, Arriva has seen a 70%* increase in in-app sales.

Challenge

With the key objective to move customers away from analog paper tickets across to booking tickets through their mobile app, Arriva recognized that it was essential to ensure a seamless payment experience in order to drive and maintain usage of the app. This included a review of the in-app checkout flow, which users found cumbersome due to a lack of mobile optimization and payment options.

Solution

Arriva looked to Braintree’s mobile-first payments position to optimize the app’s mobile payments UX. By implementing Braintree Direct, Arriva were able to streamline their payments process within their existing mobile app and incorporate multiple payment methods including PayPal, Apple Pay, and Google Pay, which all played a crucial role in driving a frictionless checkout experience for their customers. Improving the usability of their mobile app made it possible for Arriva to encourage customers to shift from purchasing paper tickets to buying in-app.

Outcome

Less than one year after integrating with Braintree, Arriva has seen the number of journeys made using an Arriva mobile ticket increase since integrating Braintree by 70%* from 12 million to almost 20 million journeys in 2017. Of the total sales, 40%* are processed through PayPal, Apple Pay, and Google Pay, highlighting the importance of these mobile-optimized payment methods for the business. Given the success of streamlining their mobile payment experience, Arriva is looking to expand their partnership with Braintree in order to further drive online sales in 2018.

Given the success of streamlining their mobile payment experience, Arriva is looking to expand their partnership with Braintree in order to further drive online sales in 2018.

*Data based on the business’s own internal analysis. Results may not be typical and may vary substantially by business.