New App Strategy To Take Brussels Public Transport User Experience To The Next Level

01 - CHALLENGE

Replacing the Legacy App Serving Over One Million Monthly Users

The STIB, Brussels' public transport authority faced a critical decision point with their mobile application. After eight years in operation, two internal assessments revealed that their app was in decline. In order to keep up with the competition and the users’ needs, the organisation had to make crucial decisions about the future of their digital platform in terms of capabilities, roadmap and technical aspects, as well as challenge their current delivery models.

With technologies evolving rapidly, they recognised the value of partnering with external experts to accelerate their mobile app development. The stakes were particularly high given their responsibility to over one million daily users and the accountability that comes with managing public funds.

"We needed answers about what kind of app we have to do. Is it a native or hybrid app? What are the functionalities we will need? How can you deliver that? What should be our product life cycle?" explains Alexandra Leunen, Customer Channels Manager at STIB, who leads customer channels including mobile app, website, CRM, and passenger information systems.

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“In The Pocket stood out because they understood our scale. Building for over one million app users requires different expertise than smaller apps. Your team also gave us clear recommendations on technology choices, features, and how to maintain the app over time,” shares Alexandra Leunen, Customer Channels Manager at STIB.
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02- SOLUTION

Building the Right Foundations for aFuture-Ready App

STIB conducted a market call, contacting four specialised mobile app development companies. They chose In The Pocket due to their deep expertise, proven track record with large-scale applications, and comprehensive understanding of STIB's specific needs.

Unlike typical consultancy approaches that present multiple scenarios, In The Pocket provided definitive recommendations. The team addressed all critical questions around technology stack (native vs hybrid, React Native vs Flutter), functionality requirements, delivery models, team organisation, and product lifecycle management.

"In The Pocket stood out because they understood our scale, building for over one million of users requires different expertise than smaller apps," Alexandra explains. "They also gave us clear recommendations on technology choices, features, and how to maintain the app over time."

03 - APPROACH

From Stakeholder Workshops to Technical Roadmap

In The Pocket combined deep expertise with genuine collaboration, ensuring STIB-MIVB felt guided rather than managed throughout the process.

The team approached the complexity of a large organisation with over 20 stakeholders through a mix of inspirational workshops, face-to-face meetings, and comprehensive interviews. To ensure every voice was heard within budget constraints, they implemented a systematic service design approach.

"The workshops were always well-prepared," shares Alexandra. "The ITP team came with concrete suggestions based on real experience. They showed us what worked for other organisations and helped us adapt those lessons to our specific needs, sector, and requirements."

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04 - OUTCOME

Fully Equipped To Turn the Vision Into Action

Even though the execution and development phase still needs to begin, the partnership delivered clear benefits:

1. Internal alignment and clear vision: All stakeholders agreed on the path forward for the future app launch.
2. Defined technology roadmap: STIB received specific guidance on technology choices and development approach.
3. Innovative methodologies: The team learned current best practices for app development and maintenance.

"The biggest impact was getting everyone aligned," Alexandra explains. "We now understand exactly how to build and maintain a modern public transport app that will serve Brussels for years to come."

As STIB moves through the approval process for implementation, Alexandra offers clear advice for other public organisations: "Work with specialists who understand how to build the best apps. When you're working with public funds, you have one chance to get it right so better make it count."

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