Background
Greyhound Australia needed more than a new website. It needed a connected digital experience that could better support customers throughout their journey, from researching destinations and planning travel to purchasing tickets and managing their bookings.
KND Digital partnered with Greyhound Australia to deliver the project from initial digital strategy through to UX, UI design, front-end development and implementation of the new public-facing website. We also designed the consumer ticketing management portal and worked closely with Greyhound’s internal development team to integrate the new customer experience with its existing booking and ticketing technology.
Delivered between February and September 2026, the project was completed on time and on budget.
Solution
Understanding the entire customer journey
The Greyhound digital experience serves people with very different needs.
Some visitors are discovering where Greyhound can take them. Others know exactly where they want to travel and need routes, timetables and ticketing information quickly. Existing customers may simply need to retrieve a booking or manage their upcoming journey.
Rather than treating these interactions as separate digital products, KND approached the project as one connected customer journey.
Our digital strategy established the foundation for how customers should move between inspiration, travel planning, booking and post-purchase management.
Strategy before screens
The project began with digital strategy and UX.
We explored Greyhound’s audiences, customer journeys, existing content and functional requirements to identify where complexity could be reduced and important information made easier to access.
This informed the site’s information architecture and the UX framework underpinning both the public website and ticketing management portal.
Routes, destinations, timetables, travel information and booking functionality could then be organised around what customers were trying to achieve rather than around internal systems and structures.
One experience across website and ticketing
A major part of the project was bridging the gap between Greyhound’s public website and its ticketing environment. KND completed the UX and full UI design for both experiences, creating a common visual language and consistent interaction patterns across the customer journey.
For customers, this creates greater continuity between researching a trip, moving into the booking process and returning later to manage their travel.
The ticketing portal was designed around a different set of priorities to the public website—putting speed, clarity and task completion at the forefront while remaining recognisably part of the Greyhound digital experience.
From design to development
KND’s involvement continued well beyond the design phase.
Following UX and UI, our development team built the front end and delivered the new public-facing website, translating the design system into a responsive digital experience across desktop, tablet and mobile.
This allowed the thinking established during strategy and UX to carry all the way through to the finished product rather than being lost between design and implementation.
Working as one development team
Behind the customer experience sits Greyhound’s established booking and ticketing technology. Successful delivery therefore required close collaboration between the KND and Greyhound development teams.
KND worked alongside Greyhound’s developers on the integrations required to connect the new website and interfaces with the underlying systems, combining KND’s strategy, UX, UI and front-end expertise with Greyhound’s internal technical knowledge. This collaborative approach allowed both teams to focus on their areas of expertise while working towards a single, cohesive customer experience.
A digital platform built around the traveller
The completed project brings Greyhound’s digital customer experience together, from the moment someone starts considering their next destination through to managing their ticket before they travel.
The new platform delivers:
- A clearer customer journey across travel inspiration, planning, booking and ticket management.
- A unified digital experience connecting the public website and consumer ticketing portal.
- Improved information architecture to make routes, destinations and essential travel information easier to navigate.
- Responsive UX and UI designed around customers travelling and managing bookings across devices.
- A scalable design system providing consistency across Greyhound’s customer-facing digital products.
- Integrated technology, delivered collaboratively between KND and Greyhound’s development teams.
- End-to-end delivery, taking the project from strategy and UX through design, development and implementation.
Delivered on time. Delivered on budget.
From initial strategy in February 2026 through to completion in September 2026, KND delivered a substantial digital transformation encompassing two customer experiences, front-end development, a new public website and integration with Greyhound’s existing technology.
The project was delivered on schedule and within budget, providing Greyhound Australia with a cohesive digital foundation designed around the needs of today’s traveller.
