VIDEO TRANSCRIPT

Aye,

Pilot

aye.

Company, the largest supplier of fuel and owner of the industry leading network of travel centers in North America, is dedicated to keeping drivers moving. Its pilot and Flying J travel centers serve on average more than one point six million guests daily, a mix of professional truck drivers, auto drivers and RVers. But even though Pilot Flying J is the largest operator of travel centers in North America, it recognized that it needed to continue innovating in order to earn the turn from guests. In early 2018, the company partnered with Publicis Sapient to fundamentally enhance the way guests interact with its travel centers through a reimagined mobile app experience.

When you think about our customers, by their nature they're mobile. They're in trucks, they drive around the country and they need utility to do their job.

We actually spent a lot of time with the guests in the stores and showing them the current mobile app, understanding what their needs were and define those moments that matter for the guests.

Coming together as one team, a tightly integrated group of business strategists, designers, and technologists set about transforming the guest experience.

The one team is the fabric of who we are. Product managers and the scrum masters are pilot, but the rest of the teams are integrated.

The Fibula Sapatient team really helped us evolve our digital strategy by doing the work around moments that matter and making sure we were going back. Back to the foundational pieces that were going to drive the business. We talked about not becoming a feature factory or just adding onto the backlog for the sake of work, but really what is going to move the needle for our guests and that guest and customer experience and then what is going to have the biggest impact on the business.

Key features of the redeveloped app included an updated profile paradigm allowing guests to switch driver modes and get an experience adapted to their specific needs, predictive analysis helping them make parking decisions based on available spots along their route and saving them time when refueling by directing them to the fastest lane as well as a fully revamped loyalty and messaging system.

We've added some features in terms of being able to put in.

Then promo codes, which we didn't have before, they can get receipts. Generally the whole design of the app was overhauled, making it much easier to navigate.

Backend technology implemented by the team provides Piloting J with real-time predictive information about driver traffic and purchasing choices. The technology stack also lays the foundation for further personalization, conversational UI and gamification.

Once we had a better understanding on how the app is being used and we also leveraged our analytics data to understand which features are relevant in their journey throughout the day. That helped us figure out how the app should change its state when the user is on the road versus at the store.

We're able to quickly make changes behind the scenes without having to submit a new app release, which is really key in the marketplace today to adjust to anything that we need to adapt to.

Since the launch of the revamped app, the response from guests has been overwhelming.

The measures we look at are daily active users and monthly active users, which have exploded. exploded. In addition to that, our customers have told us how much they like it and how much it's changed their lives.

Hoos the Sapient has been a tremendous partner with us for many years. They really worked with us to provide an innovative design as well as a great technical stack and architecture that we can advance for many years and also scale up as needed with our user base.

They started out helping us on the energy side which had nothing to do with our digital evolution and they've helped us manage through this digital. journey and the experience has been really really positive.