NH
N.I. Hilverda
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Schiphol is the busiest gate-less station in the Netherlands and has by far the highest amount of international travellers. The problem is, a recurring share of them board the train without a valid ticket. NS asked how the journey could be redesigned so these passengers understand the Dutch check-in/check-out system without gates, while recovering lost revenue. Through desk research, stakeholder and traveller interviews, and on-site observation, this thesis reframes the problem. The cause of invalid boardings is not missing infrastructure but the absence of a clear, intuitive story that reaches tired, first-time travellers at the right moment.
Three traveller types were identified (systems misinterpreters, wayfinding-dependent, and assumption-based travellers), all unintentional fare evaders created by unfamiliarity, fragmented information and a noisy environment. Because the four key stakeholders (NS, ProRail, Schiphol, Bureau Spoorbouwmeester) hold conflicting priorities, ideas were generated in a co-creation workshop reframed through speculative design, then filtered against four constraints and scored against six stakeholder-ranked criteria using a weighted, sensitivity-tested model.
The final design is a multilingual QR-code ticket purchase at the moment travellers are already paying attention. This is at the train information screens on Plaza, where most travellers stop to find information about the time and platform of the train towards their final destination. By scanning the QR code, travellers can easily buy a fixed-price e-ticket in their own language and preferred payment method, with no need to understand the check-in/check-out system because an e-tickets does not need to be checked in. The involvement of stakeholders in the design process and the use of white label tickets from Distribusion made it possible to quickly and easily set up a pilot to test and validate the design. The pilot's success shows that a small, well-placed intervention can solve a long-standing problem. It offers NS a proven, scalable first step toward an easier journey for international travellers. ...
Three traveller types were identified (systems misinterpreters, wayfinding-dependent, and assumption-based travellers), all unintentional fare evaders created by unfamiliarity, fragmented information and a noisy environment. Because the four key stakeholders (NS, ProRail, Schiphol, Bureau Spoorbouwmeester) hold conflicting priorities, ideas were generated in a co-creation workshop reframed through speculative design, then filtered against four constraints and scored against six stakeholder-ranked criteria using a weighted, sensitivity-tested model.
The final design is a multilingual QR-code ticket purchase at the moment travellers are already paying attention. This is at the train information screens on Plaza, where most travellers stop to find information about the time and platform of the train towards their final destination. By scanning the QR code, travellers can easily buy a fixed-price e-ticket in their own language and preferred payment method, with no need to understand the check-in/check-out system because an e-tickets does not need to be checked in. The involvement of stakeholders in the design process and the use of white label tickets from Distribusion made it possible to quickly and easily set up a pilot to test and validate the design. The pilot's success shows that a small, well-placed intervention can solve a long-standing problem. It offers NS a proven, scalable first step toward an easier journey for international travellers. ...
Schiphol is the busiest gate-less station in the Netherlands and has by far the highest amount of international travellers. The problem is, a recurring share of them board the train without a valid ticket. NS asked how the journey could be redesigned so these passengers understand the Dutch check-in/check-out system without gates, while recovering lost revenue. Through desk research, stakeholder and traveller interviews, and on-site observation, this thesis reframes the problem. The cause of invalid boardings is not missing infrastructure but the absence of a clear, intuitive story that reaches tired, first-time travellers at the right moment.
Three traveller types were identified (systems misinterpreters, wayfinding-dependent, and assumption-based travellers), all unintentional fare evaders created by unfamiliarity, fragmented information and a noisy environment. Because the four key stakeholders (NS, ProRail, Schiphol, Bureau Spoorbouwmeester) hold conflicting priorities, ideas were generated in a co-creation workshop reframed through speculative design, then filtered against four constraints and scored against six stakeholder-ranked criteria using a weighted, sensitivity-tested model.
The final design is a multilingual QR-code ticket purchase at the moment travellers are already paying attention. This is at the train information screens on Plaza, where most travellers stop to find information about the time and platform of the train towards their final destination. By scanning the QR code, travellers can easily buy a fixed-price e-ticket in their own language and preferred payment method, with no need to understand the check-in/check-out system because an e-tickets does not need to be checked in. The involvement of stakeholders in the design process and the use of white label tickets from Distribusion made it possible to quickly and easily set up a pilot to test and validate the design. The pilot's success shows that a small, well-placed intervention can solve a long-standing problem. It offers NS a proven, scalable first step toward an easier journey for international travellers.
Three traveller types were identified (systems misinterpreters, wayfinding-dependent, and assumption-based travellers), all unintentional fare evaders created by unfamiliarity, fragmented information and a noisy environment. Because the four key stakeholders (NS, ProRail, Schiphol, Bureau Spoorbouwmeester) hold conflicting priorities, ideas were generated in a co-creation workshop reframed through speculative design, then filtered against four constraints and scored against six stakeholder-ranked criteria using a weighted, sensitivity-tested model.
The final design is a multilingual QR-code ticket purchase at the moment travellers are already paying attention. This is at the train information screens on Plaza, where most travellers stop to find information about the time and platform of the train towards their final destination. By scanning the QR code, travellers can easily buy a fixed-price e-ticket in their own language and preferred payment method, with no need to understand the check-in/check-out system because an e-tickets does not need to be checked in. The involvement of stakeholders in the design process and the use of white label tickets from Distribusion made it possible to quickly and easily set up a pilot to test and validate the design. The pilot's success shows that a small, well-placed intervention can solve a long-standing problem. It offers NS a proven, scalable first step toward an easier journey for international travellers.