Design of the whole user experience, conducting interviews and workshops and working in close collaboration with ticket officers and dev team.
The hardware used was significantly outdated, causing long delays on ticket controlling on board and delaying immediate sales during high season peaks or traffic hours.
Design informed on quantitative and qualitative research, workshops.
Finding the core services, functions and features and prioritize.
<aside> 📔 Qualitative interviews → Quantitative analysis of consumer data → Mapping and understanding behaviours → Building personas for end consumer and ticket officer
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A series of interviews and workshops were done with ticket officers from different country regions where they had to simulate they daily practice and walk us through their interface and pains.
Old school interface...
The findings were really good and defined the navigation from simple features like favourites, to shortcuts between processes.
🧍♂️ Ticket Officer
"We created our own app with a train catalogue, timetables and staff shifts, because the company solutions were not working for us."
🧍♂️ Ticket Officer
"If I'm selling tickets to families or groups on a beach day, I shouldn't have to sell each single ticket individually. It's time consuming!"
🧍♂️ Ticket Officer
"How am I supposed to check 50 plus persons in 15 minutes, if the machine takes 40 seconds to read just one card?"
