01
UX research and analysis for Eurail
We want to improve the homepage to make it more inspiring, useful, and fun. Our goal is to understand what users need during planning, travel, and after their trip to create better features. Together with the product and research teams, we started this research to find out what users really want.
Role
UX Research
Qualitative research
Prototype
UX Design
Wireframes
1. Understand user needs across the 3 main stages of the customer journey.
2. Understand if users find the Rail Planner App useful to plan their trip.
Qualitative research: 6 interviews
Method: 6 interviews of 45 min.
Date: 18-24 September 2024
Procedure: Interviews took place via Teams Material: App homepage concept Figma mockup (statis page, not cliackable)
Age of participants: 21, 28, 29, 35, 39, 50 y.o.
Country of residence: Netherlands x3, Belgium, Italy, Norway
- All participants have traveled with Interrail 2–5 times.
Before conducting the interview, I reviewed a 2021 survey from the research team that asked users what they'd like to see on the app's homepage. The results showed that 58% of users are interested in trip-related information. Additionally, 88% want to see the train station locations on the map, 68% would like access to the Eurail benefits portal for hotel and attraction discounts, and 68% are interested in inspiration for train routes.
Planning needs:
During Travel needs:
After Travel needs:
General needs:
During the interview, I asked questions to learn about each user's travel habits before, during, and after their train journeys, in order to understand their needs at each stage of the travel process. Such as Where did you go on your last trip using the Eurail/Interrail pass? Where did you get your inspiration or information for the trip? (e.g., websites, friends, social media, guidebooks) Any other apps or digital tools to help plan your trip or routes? If so, which ones? How did you get ready for each part of your trip? like activating your ticket, checking your journey, or finding your platform? After your trip ends, what’s the first thing you usually do?
Based on the hypothesis and gathered ideas, I created a mockup for concept testing. At the end of the interview, I asked users to interact with the mockup and share their thoughts to see if it aligned with or contradicted what they had expressed earlier.
First, I rewatched all the interviews and reviewed the transcripts to perform affinity mapping. Then I created a report to present to stakeholders of our findings.
During the concept testing, Users found the "Upcoming" section helpful, particularly for displaying the Pass QR code and seat reservation tickets. However, they are less interested in the benefits portal and inspiration features. Their primary purpose for using the Rail Planner app is to add or edit their journeys, access their Pass, and check statistics.
Users generally prefer a more flexible approach to planning. They often get inspired by friends or social media and start organizing their trips using other platforms. During both the planning and traveling stages, real-time live timetable data is the most important feature for them, as it helps them plan effectively and stay flexible throughout their journey.
No, most users rely on Deutsche Bahn (or carrier's website) to plan their trips. Because they have real-time timetable
Once their itinerary is confirmed, they use the Rail Planner app to add the journey to "My Trip" and access their Pass.
Keep the user update the train information and easily access to the Pass
The data collected is from users who have previously traveled with Interrail; new users may exhibit different behaviors. After implementing the new design, we will need to conduct further research and user testing.
