Sector
Public Transport
Services
Web design
UX / UI design
Product design
For more than 3 years I've worked for NS (Dutch Railways) as a freelance UX designer on various projects for the NS website. From travel planner to the introduction of new products and lots of A/B and user testing. Always optimising and improving the online experience for train travellers.
Current situation on the tracks
Any delays? Keep me updated!
The Challenge
Before the redesign, information for train travellers about the current track situation was text-heavy and difficult to scan.
The existing map was a static image. This could be improved.
The challenge – Make it easier and quicker for travellers to check the status of the tracks.
Our Solution
Improved scannability – To make information quicker to understand, we made it more scannable. We achieved this by breaking the information into small, manageable chunks, each with a clear hierarchy and distinctive design. Unnecessary information was removed to ensure clarity and focus.
Interactive map – We enhanced the user experience by integrating an interactive Google Maps feature. This allows travellers to see all current disruptions in the Netherlands live and interact with the map for real-time updates.
Progress indicator – A progress indicator was added so travellers can track the status of disruptions and receive timely travel advice.
The Result
The redesign has made it much easier and quicker for the train travellers to check the situation on the tracks.
The improvements:
the information is easier to scan and understand
always the most up to update information
disruptions can be quickly checked on an interactive map.
Check the current situation on the tracks at NS.nl
Track maintenance
This work is planned a year in advance and might cause delays on your journey. You can check this online.
We also redesigned this page. Less text and more focus on the tool. Now you can check much faster. We made the tone friendlier. A small copy change can do a lot.
Check the works on the tracks at NS.nl
Printable e-ticket
NS also provides a printable version of the e-ticket. It really needed an update.
The Challenge
The design of the downloadable PDF ticket had become unstructured over the years. It was quite a puzzle to make sense of the information.
The old ticket actually caused congestions at the entrance gates at the station. To open the gate you need to scan the QR-code on the ticket.
The challenge – Make the ticket easier to understand and use, to minimise traffic jams at the gates.
Our approach
First, we analysed traveller and business needs, technical requirements, and limitations. Based on these insights, we made several changes.
Design choices:
Changed orientation to portrait for better usability
Enhanced focus on the QR code with a designated 'scanning area'
Provided clear 'what to do' instructions
Added folding instructions for easy QR code access.
The Result
An improved printable PDF ticket that...
is easier to read and use
has clearer instructions
makes QR-scanning at the entrance gates go faster.
User Testing
To optimise the experience for the train travellers and increase conversion rates.
Usability Testing
We test early by showing design concepts to users, allowing us to identify potential problems before launch.
This ensures the product aligns with users' needs and preferences.
A/B Testing
A/B testing is a randomised process of presenting different design variants to users.
Take a look at the test visuals for the newsletter sign-up modals. There are two variants, A and B. The one with the most sign-ups will be preferred.
Testing is an ongoing process to optimise the NS website for better conversions.
