Our local railway went through some refurbishment last summer. With my 2 team members, our goal was to see if what impacts this renewal on the differents services on the users. Did it improves ? Got worse or was it totally unnoticed ?
No time for all the details ? You can jump to the TL;DR. You’re welcome 😉
Before headed to the station we listed all the services we were already aware of and wrote the questionnaire for the station users.
Observation & Interviews
Once inside the station and after a thorough tour of place, we discovered new services both digital and physical service. We gathered the services into categories.
Our first impression was that the services in general ere barely used and that people prefer physical services more than the digital ones.
We defined three main issues :
There was few information available for the foreign public.
Digital investment not use at their best.
Disabled facilities not available everywhere.
Define : Personae & Experience map
We highlighted three personae :
Josephine, an old ladies enjoying the benefice of his reduction card to visit France region.
Jeremy, is a student who live is the city next the capital and who’s comfortable enough with the station to use its services as needed.
And Frederic, a soldier on permission to see his family who wish that any incidents were better reported.