Railway application redesign - Case study

Project overview

For a recent Live Mentoring Session I was asked to rethink and redesign the MÁV (Hungarian State Railways Co.) iOS application, focusing on the ticket purchase experience.

Problem statement

As a frequent user, it was quick to list the main problems with the current app.

Goal

Rethink and redesign the ticket purchasing process to make it more coherent, improve user satisfaction and increase usability.

Emphatize

This application needs to be as easy to use as possible for each and every passenger. People buy train tickets often in the last minute, in a hurry, so it’s important that the process of planning and purchasing is streamlined to the max.

Understanding the users

I’ve conducted user tests, where participants were asked to perform 3 tasks using the app:

Each participant represent a different user persona:

User insights

During the tests, I asked the users to think out loud, and feel free to comment the process to uncover the frustrations and pain points. I reminded them that this survey is not designed to assess their abilities but the usability of the application.