Usability Testing: Rail Technology

Challenge: Rail passengers experiencing disruption lacked clear information about alternative travel options, compounding the problem of journey delays and cancellations.

Approach Innovate UK Acceleration in Rail project led by mobility startup with University of Surrey and software company. Developed Onward Journey Planning Assistant chatbot using historical and live data to provide alternative travel options. User testing of the digital prototype informed UI design.

Outcomes

• Users tested the prototype to get feedback on usability and information architecture

• UI design changes implemented based on testing

• The prototype progressed to a full production product to be used in pilots

• Business results: partnerships and further funding

“Chloe led the user research and testing; she helped us understand what our users wanted from this chatbot, which informed the iteration of the prototype.”

— Founder, Mobility Startup