NS International
When you travel abroad by train, your journey will be with NS international. The NS business unit that makes sure customers travel from any Dutch train station to over 3300 destinations throughout Europe: carefree, fast and easy. Yearly over 600.000 customers travel with NS International in collaboration with Thalys, ICE International and Eurostar.
From feb 2019 till feb 2021 I worked as the UX designer and user researcher on their digital touchpoints.
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My Role
• UX design
• Discovery projects
• UX strategy
• User research ops
• Journey mapping
• Remote workshops
• UX copy
Working as UX designer and UX research lead on the complete NS International platform. Responsible for web, app, on-station-interfaces and online services. Driving UX design products across multiple teams to create connected experiences.
I've been able to shape the innovation/UX strategy which improved customer facing value-propositions, increased build-measure-learn loops and led to higher UX maturity.
I developed skills in coaching, training and democratizing UX.
Service recovery
Goal: support travellers during delays and outage
A critical moment for customers during their international train travel is when a disruption (delays, outage) occurs. Customers lack information, don't know what is happening and don't know what possible alternatives exist.
Approach: Discovering the core problem
First take a step back and make sure we were solving the right problem before solving the problem right. To challenge our initial assumptions and identify and understand the core problem we set out to conduct explorative research.
After interviewing customers about their experiences and observing customers during disruptions we were able to map their pains, behaviours and desires in customer journeys.
We learned that customers value personal assistance but this is often not possible & digitally they are helpless. This inspired a conversational design direction: providing the best solutions a traveller has based on their context
Through a number of design and test iterations with low, mid and high fidelity mock-ups
RESULT
After a couple design iterations and two user test rounds we were able to develop a feasible MVP for our customers. Currently under development...
