Michael Becker Q&A

What stood out most to you about the barriers that still exist between customers and truly seamless mobility?

“One of the biggest barriers that kept coming up was still complexity. Many transport systems operate with fragmented tariffs, regional authorities and multiple ticket options, which can make it difficult for customers to know what ticket they need or where to buy it. If travelling requires too much effort to understand, people default to alternatives like the car. Simplifying that experience is essential to achieving seamless mobility.”

There is a lot of talk about designing mobility systems around people rather than infrastructure. What does a genuinely customer-first transport system look like in reality?

“It’s a system where the customer experience is simple and intuitive. They don’t want to think about ticketing rules, zones or back-end systems – they just want to move easily from A to B on the best value ticket. If the system automatically delivers the right fare and makes travel straightforward, the complexity behind it becomes invisible to the customer.”

How important is removing friction from ticketing, payments and access?

“Absolutely critical. The easier it is to access public transport, the more likely people are to use it. If customers can simply tap a card or device and travel without worrying about tariffs or ticket types, it removes a major psychological barrier. Frictionless access allows people to make spontaneous travel decisions, which ultimately helps public transport compete more effectively with private cars.”

How can technology help build customer confidence that the system will work for them?

“Confidence comes from trust, that in turn comes from reliability, transparency and security. People need to be assured that their payment data is protected and that the system will work every time they travel. Clear communication about how technology works and how their data is handled is vital. When journeys become consistently easy and connected across services and regions, confidence soon grows in the system.”

There has been a lot of urban investment in transport networks so is the big challenge now less about building new infrastructure and more about unlocking the value of what already exists?

“In many cases the opportunity lies in making better use of existing infrastructure. Transport operators often already have significant hardware and systems in place, so the focus should be on integrating new technologies with those environments rather than replacing everything. By building on what already exists with a modular system like Worldline’s, cities can modernise services without unnecessary cost and disruption.”

Mobility needs to be inclusive by design. How can digital payment and ticketing solutions help remove barriers for even more customers?

“Inclusive mobility means making sure digital solutions are completely inclusive and no one is left behind. Not everyone uses a smartphone, a banking app or even a payment card, so transport systems must offer multiple ways to access services. The goal is flexibility to ensure everyone, regardless of age, financial access or digital familiarity, can travel easily and confidently within the network.”

Worldline’s vision is for public transport to become a connected network. How important is interoperability to creating a ‘menu’ of connected mobility options?

“It’s fundamental really. Customers increasingly combine multiple transport modes within a single journey, so systems need to work seamlessly together. When ticketing and payment frameworks operate across operators, regions and mobility services, customers need a real ‘menu’ of options that allow them to choose the most convenient combination without facing separate systems or barriers.”

If cities are serious about delivering frictionless mobility, what’s the single biggest barrier the industry still needs to overcome?

“Complexity, particularly within regulations, tariff structures and fragmented systems. These layers can make mobility services harder to implement and harder for customers to understand. Simplifying them is key. It’s human nature that when something becomes easier to navigate and easier to use, it gains our trust and encourages more of us to choose public transport.”

What’s the single biggest thing you noticed since the last IT-TRANS?

“The huge growth in awareness among transport operators of the work we’re doing around these kinds of systems. You can really see they’re thinking seriously about how to implement them now. The conversations are different. You’re not starting with the basics any more – you’re entering at a much more advanced point in the discussion which suggests the industry is more ready to partner with trusted providers to change the face of public transport.”