To improve customer autonomy over rail and season ticket purchases, First Rail aimed to introduce ticket refund and ‘Change of Journey’ options into its existing mobile app ecosystem. These functionalities, previously available only via the web, needed to be integrated into the established design system and within the constraints of the current payment platform.
With regular stakeholder contact to map, visualise and validate user journeys for both processes, we ensured solutions met customers needs while adhering to rail industry regulations and compliance standards.
Working alongside the iOS and Android development teams to deliver end-to-end visual designs, we utilised and expanded the shared UI component library across First Group’s mobile platforms and train operator brands.
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Design Considerations
- Analysis of refund and ticket amendment workflows, both online and with physical tickets at stations, to understand the possibilities and limitations of post purchase options
- The integration of new user journeys within an existing framework, informing customers of their existing tickets, available post-purchase options and status updates on refund or amendment requests
- Development and mapping of UX/UI flows for both journeys using the agreed design system, including the creation and rationale for new components to support specific functional requirements
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Roles:
Concept Development, UX/UI Design
