Title
Redesigning the customer experience in the OV Service & Tickets shop
Author
Hollemans, Anne (TU Delft Industrial Design Engineering; TU Delft Industrial Design)
Contributor
Hiemstra-van Mastrigt, Suzanne (mentor)
van Kuijk, Jasper (graduation committee)
Degree granting institution
Delft University of Technology
Programme
Design for Interaction
Date
2018-01-10
Abstract
This project was executed for NS (Nederlandse Spoorwegen). Research was done to discover what kind of travellers visit the OV Service & Tickets shop and why they visit the shop. The OV Service & Tickets shop is a shop which can be found on ten (bigger) train stations in the Netherlands. For example in The Hague. NS provides service in the shop and sells tickets and subscriptions. Other carriers operating in the city where the shop is located are also present in the shop. This is an unique concept. Based on the outcomes of the research (22 interviews with travellers in the shop and 4 employees) a new design for the OV Service & Tickets shop was made which improves the Customer Experience in the shop. The design was build 1:1 and tested with 6 other travellers. Small changes were made based on this user test and the final design can be seen in the report and the pictures.
Subject
Public Transport
NS
customer experience
To reference this document use:
http://resolver.tudelft.nl/uuid:89fec45a-0670-4052-a33f-a900020da5da
Access restriction
Campus only
Part of collection
Student theses
Document type
master thesis
Rights
© 2018 Anne Hollemans