{"id":11612,"date":"2024-03-20T17:11:19","date_gmt":"2024-03-20T17:11:19","guid":{"rendered":"http:\/\/localhost:10009\/?post_type=post&p=11612"},"modified":"2026-08-07T07:26:03","modified_gmt":"2026-08-07T06:26:03","slug":"the-fares-journey-from-workshop-to-working-product","status":"publish","type":"post","link":"https:\/\/www.masabi.com\/it\/news\/the-fares-journey-from-workshop-to-working-product\/","title":{"rendered":"The fares journey: from workshop to working product"},"content":{"rendered":"
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The delivery of a new feature can be easy to understand in retrospect, especially once it can be touched, felt and easily understood. However, there are often a great many unknowns at the start of the product development process.<\/p>\n

This first phase, known as Discovery, focuses on the work needed to uncover the state-of-the-art and market needs. Crucially, this phase comes before any solution is designed or built. The phase aims to create a shared understanding of what is possible right now and what the next step might be to achieve the initiative’s goals.<\/p>\n

We began this phase for our new Fares capability<\/a> at Passenger Live! in the Summer of 2023<\/a>. The in-person event, held twice a year, enabled our team to spend valuable time learning from our customers. For them, it\u2019s an important opportunity to contribute to the changes they want to see in the platform their customers use daily to buy tickets and travel on their services. We\u2019ve learnt over the years that operators engage with their customers so frequently and across a wide variety of touchpoints that they understand their needs incredibly well. In doing so, they act as a consistently good representative of their customers in these kinds of discussions.<\/p>\n

The event includes a variety of formats: feature presentations, learning opportunities, and interactive sessions that help everyone benefit from the depth of experience of attendees. The events are critical to our product development process, allowing us to share our thinking and challenge assumptions that we might have.<\/p>\n

\"Kerrie,
Kerrie, one of our Customer Success Managers supporting the fares workshop<\/figcaption><\/figure>\n

Last summer, the event enabled our Product team to begin tackling the challenge of bringing fares into the digital experience of planning a journey on mobile and online using an operator website. What would customers expect? What might be the real challenges in delivering this feature for the first time?<\/p>\n

\"Working
Working to visualise product ideas at the fares workshop<\/figcaption><\/figure>\n
\"Greg,
Greg, Director of Product & Design, oversees the fares workshop at Passenger Live!<\/figcaption><\/figure>\n
\"Operator
Operator sketches of product ideas at the fares workshop<\/figcaption><\/figure>\n

For many, these kinds of explorations are often beneficial to approach visually. So, we asked our attendees to sketch what they saw as the road ahead.<\/p>\n

\"Workshop
Workshop sheet example<\/figcaption><\/figure>\n

Assessing all of the ideas, we quickly learned what was important to operators:<\/p>\n