The Austrian Federal Railways (ÖBB) carry more than 238 million passengers a year. And those benefit from a smart performance on all the digital touchpoints.
Translate the analogue service quality digitally. Customers were in need of a tool for using all of ÖBB’s services in an instant without difficulty. To be more precise: A smart solution was searched for, that would not only function on all devices but would also learn from consumer behaviour while being embedded in a consumer-orientated design. This will subsequently lead to more orientation at contact points and to more safety while booking. The ÖBB wants to be with its passengers on all route sections: from planning a trip to the arrival at one’s destination.
Together with our partner Illustree Great User Experiences and under the guidance of the brilliant David Höller we created a completely new user experience for ÖBB customers that focuses on the passengers and especially their needs. Easy handling, quick booking, clearly laid out offers. In a design that makes intuitive interactions with all of ÖBB’s touchpoints possible and that can also be found at all of them – without exceptions. Web, smartphone, vending machines and monitors are integrated in one system featuring a high quality of service. No unnecessary features, only features with benefits: buying tickets with only two clicks (also working in the city area), an app that combines a journey planner and the purchasing of tickets and that even functions as a travel companion. Going by train has never been easier.
ÖBB Personenverkehr AG
UX-Konzept & Design
Project Manager T-Systems