Train service app
Improving the user experience in Costa Rica’s train service
(course work)
Tasks
UX research
UX/UI design
Prototyping
Roles
UX researcher
UX/UI designer
Service designer
Tools
Figma
Miro
Knime
Timeline
Jan - Apr
2021
context
During 2019, Costa Rica's train service carried more than 3.5 million passengers (via: incofer) in the greater metropolitan area (GAM). Although this data shows the importance of this transportation; currently it does not have solutions for various problems such as:
lack of real-time information (suspension, delays)
deficiency in train traceability
payment limitations *
an income leakage of 29% of monthly passengers
* for the end of 2021, this was no longer an issue since they began implementing electronic payment with debit and credit cards
the challenge
Create a digital solution that decreases the needs of both the user and the company, by integrating the areas of improvement and pain points that are presented in the customer journey below and prioritizing those actions that could become solutions for the users of this service.
user research
We identified 2 possible users:
primary users: people between 25 and 45 years, living in the GAM, Costa Rica, active students or workers who require efficient transportation on a daily basis and have access to a smartphone and social media.
secondary users: people of any age that require efficient mobilization in the GAM.
the approach
After identifying the users, we interviewed 3 people that represented each of the following groups:
people who use the train regularly (more than 4 or 5 times a week)
people who tried to travel by train but failed
people who have never used the train
the findings
users find frustrating and outdated the actual payment method
users would like to know the real time location of the train, suspensions and delays
when looking for schedules, people use social media to get to the Incofer’s website
most people who use the train value its convenience in terms of speed and proximity
ideation
By analizing the results, we came to the conclusion that the three main aspects to be solved were:
paying method
traceability
communication
After defining what we were going to focus on, we created a sitemap that reflected the 3 aspects we were based on. This helped identifying where the main points of navigations should be placed, and discard unnecessary pages by giving users an easier and faster access for what they are looking for, optimizing the user experience. Then we began iterating wireframes to capture the ideas we had in mind and reach the best focus.
the solution
Namu app:
Namu is a mobile app that allows train users to buy their tickets, track traceability and receive notifications in real time. All in an easier and faster way, in order to improve Costa Rica’s train service.
Namu app: Location
This screen allows users to track the location of the train in real time for better traceability, by choosing the route and time that best suits their trip.
Namu app: Alerts
As part of the service, it is also important to know when there are suspensions or delays. By choosing the route and date, it is possible to see the history of notifications about the train service and have better access to this information.
Namu app: Home
On the home screen you have quick access to purchasing tickets and checking schedules and stops. Likewise, you can access the routes and schedules saved as favorites. everything to make your train experience the best!
next steps
This project was developed for an academic course on the UX, design thinking and user research module; due to the nature of the course, the focus of the project is on user research.
An initial proposal was presented, however for a next phase the usability tests would be elaborated to make improvements in the prototype and continue with the project.