Fiora
London
ABOUT
Big Bus Tours is one of the world’s largest open-top sightseeing operators, running tours across 20+ cities in 11 countries.
They needed to replace an outdated ticketing system with a faster, more intuitive digital experience. Fiora was brought in to design a consumer-friendly platform that would increase ticket sales and spark greater interest in their tours.
A user-first approach
To make the platform work globally, we spoke directly to the people who used it every day — from hotel concierges in Dubai to street kiosk owners in London. This hands-on research revealed what agents actually needed, shaping a solution grounded in real-world behaviour.
From paper to digital
A key goal was to reduce reliance on paper tickets and move sales online. We designed a mobile-first platform that supported multiple payment methods, local currencies, automated commission tracking, and real-time availability — removing inefficiencies, missed sales, and cash leakage.
Designed to perform
Alongside UX design, our strategists improved SEO and paid media performance, refreshed site content, and carefully migrated it to protect search rankings. Within 24 hours of launch, the site not only retained its rankings but climbed five positions on Google for core services.
Built with purpose
Every feature was shaped by user feedback and rigorously tested across devices, locations, and use cases. The result was a platform that looked great, worked seamlessly, and saved time for both agents and customers.
The result
A streamlined, intuitive system that exceeded expectations. Big Bus Tours was able to onboard new cities faster, at lower cost, while agents quickly adopted the platform, driving repeat use, higher ticket sales, and increased profits worldwide.
MADEIT CREDITS
Project featured: on 14th January 2026
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CLIENT REVIEW
We worked with Fiora on a major UX/UI and digital transformation project in our B2B channel for Big Bus Tours, and they were an exceptional partner from start to finish. The challenge was to replace a legacy, paper-heavy ticketing system with a fast, intuitive, global digital platform. Fiora approached this with a truly user-first mindset. Their team invested time in understanding real-world users, speaking directly with booking agents across multiple countries and contexts. That research shaped every design decision and ensured the final product genuinely met users’ needs. It was also tested and the feedback iterated back into the designs. Fiora delivered a mobile-first, consumer-friendly platform that supported multiple payment methods, local currencies, real-time availability and automated commission tracking. The result was a seamless experience that reduced inefficiencies, eliminated cash leakage, and significantly improved adoption by agents on the ground. What really set Fiora apart was their ability to combine great UX/UI design with commercial performance. The final platform exceeded expectations. It looked excellent, worked flawlessly across devices and locations and delivered measurable business impact. Big Bus Tours can now onboard new cities faster and at lower cost, while agents have embraced the system, driving repeat usage, higher ticket sales, and increased profitability worldwide. Fiora were also amazing during the build phase working with us and our development partner to ensure designs would work on the platfrom. Fiora are thoughtful, strategic and a genuine pleasure to work with. I’d highly recommend them to any organisation looking to deliver user-centred digital experiences that also drive real business results.
Global Programme Manager at Big Bus Tours
18 Jan 2026