Check-in for regional train tickets

In December '23, Italian rail operator Trenitalia released changed requirements for their regional train tickets. Starting 8th Dec 2023, all regional train tickets require activation via an online check-in, which affects a significant percentage of our revenue stream. As part of a dedicated task force, I designed a solution that would help customers understand the new requirements and how to manually activate their tickets before traveling.

First release

To make the ambitious timeline of two sprints (1 month), I proposed a web-view solution, which reduced the scope significantly. This first release allowed Omio to go live with Trenitalia Check-in before the deadline of 7th December 2023.

User testing

The outcome of the qualitative usability test I ran on the first release Figma prototype was largely positive. Most testers were able to understand and perform a check-in correctly within seconds and expressed confidence.

Beta iteration

To achieve the ideal customer experience and drive Mobile App retention, I proposed an iteration of the first release that is fully React Native. This solution allows customers to check in in one click without leaving the Omio app, and get their ticket onto their phone without manually inputting a single digit.

Thank you for scrolling this far! Now you know how to check in for your next regional train trip in Italy 🇮🇹 😊. Trenitalia check-in was released as planned and is a live feature today on Omio.