After joining the Arriva team, I identified that there was not a consistent suite of assets for social media. This meant that social media comms was inconsistent across the regional accounts and our posts were not easily recognisable.
When users see online content from a brand it is important the content is easily recoginasable.
If customers remember and recognize a brand, they'll feel much more comfortable interacting with the brand and the content and it has been found that customers are more likely to stay loyal to brands who deliver a consistent message.
Working with a creative agency, I developed a suite of assets to announce service disruptions. The use of brand colours helps to clearly differentiate each service issue which may arise. Improving the user experience when they come to the social channels looking for service information.
After the success of the service disruption assets, I worked to produce a suite of assets to promote the use of contactless. These were produced in the brand colours and have helped the brand to move away from the more informative pandemic messaging, and showing contactless as a positive feature of our buses.