UX Designer
UX Designer
The start of a digital transformation
Want to give the plane a miss and travel by train instead? With Eurail you can do just that. Eurail connects national rail services, so you can journey by train across Europe completely hassle-free. The Eurail innovation team asked us: how can the app build a social community? A challenge we were keen to help with, providing the target users were on board, of course.
Role/Tasks: UX Lead, User Research, Usability Testing and part of a scrum team developing the app.
Before a client invests in a concept, it’s important for us to check that the need it promises to meet is the right one. Which needs should and can Eurail fulfil for travellers? During the discovery phase we interviewed rail travellers across the world via Skype, following the Job To Be Done method. These interviews revealed the three most important needs of travellers: less travel stress, getting more out of your trip and creating great memories.
During Lean Canvas sessions and an Innovation Sprint we arrived at a business proposition responding to these key needs. The Eurail app will assist travellers with relevant information at specific points in their journey. For instance, an alert when you’re approaching a station or a recap of memorable moments when you leave a city. Each of these concepts gained a place in our ambitious roadmap for the Eurail app. First stop? A digital foundation.
Until recently, Eurail worked with paper tickets. Therefore, the customer journey is still bursting with opportunities for digitization. Via usability testing on the train we’re exploring the options and, together with Elastique, translating these into an app which charts travellers’ journeys digitally. It’s a huge challenge, in which we combine more than 35 railway carriers in one app. With this worthwhile investment Eurail is laying the foundations for user-friendly services in the near future.
You can find the app in the App Store and the Google Play store.