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SEStran
Thistle Assistance Admin
An ordering and admin system, plus an app, for a travel assistance card with 10,000+ cardholders
The need
Where it started
On every journey, a disabled person may have to choose between explaining their condition to a stranger and struggling in silence. The Thistle Assistance card helped, but orders were processed by hand, nothing was tracked, and sensitive health data sat in spreadsheets.
Who it's for: Disabled people travelling by bus and train, the transport staff who help them, and the SEStran team who run the scheme.
Our role
What we did
We designed and built the ordering, admin and print system and the app, working with SEStran's team through each stage of the programme.
The build
What we built
- Online ordering, built into SEStran's existing WordPress site
- Automatic weekly print batches, replacing card-by-card processing
- Email updates, so applicants know when their card is on its way
- An app for people who'd rather use their phone than a physical card
- Health data encrypted at rest and in transit, and deleted automatically on a retention schedule
- Personal data hosted in the UK throughout
Results
What changed
- Admin time per card order cut from minutes to seconds
- A full audit trail for GDPR compliance reviews
- A choice of physical card or app, recognised the same way by transport staff
- Regional data showing where demand is highest, to guide where the service expands
"Working with Blair at WheelHouse Software on the Thistle Assistance programme has been a very positive experience. He was incredibly easy to collaborate with, always clear in his communication and quick to understand what we needed. Blair consistently brought thoughtful solutions to the table and helped us navigate each stage with confidence. The whole process felt smooth and efficient from start to finish, and we were always kept well informed. We would be very happy to work with Blair and WheelHouse Software again."
Sarah Junik
Communications and Marketing Officer, SEStran
Accessibility and data
Looking after people
Health data is UK-hosted, encrypted at rest and in transit, and deleted automatically on a retention schedule, with a full audit trail for compliance reviews. Cardholders can choose a physical card or the app, so nobody is shut out by the technology.
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