Passenger information services / Fintraffic
(trainee at Fintraffic Railways design team)
What is Passenger information services?
Passenger information is an essential part of a successful train journey and the whole travel chain. The service includes nationwide display and announcement equipment at stations and platform areas, as well as a mobile application for train stops. Passengers will receive up-to-date information on train services, timetables, exceptions and disruptions at more than 180 stations 24/7. Passenger information services cover the whole of Finland and now also Haparanda.
Development work in passenger information is continuous.
Responsibilities and tasks
Customer research
Field research at stations with a focus on announcements, displays, accessibility of passenger information. Research comprised of observation and mini interviews. The research was partly carried out in cooperation with VR.
Analysis, reporting and further planning of the research results together with Fintraffic Railways’ (FTR) service designer and passenger information services development team.
Universal Design workshops
2 x workshops on Universal Design and applying the principles to passenger information services
Desk research, attending webinars, AccessibleEU-workshop and VR’s accessibility expert group meeting
Client personas iteration
Creation of check-lists for improving accessibility, combining Universal Design and N/N Group Heuristics
Other development work
Research on training options for passenger information services (easy Finnish and /or grammar training)
Co-creation and co-development with FTR service designer and development team with focus on service commitment / service promise.
Information flow process chart iteration with FTR service designer
Co-operation with VR designers
Key takeaways
A deeper understanding of Universal Design principles
Being part of a development team
Long-term development work
Understanding the traffic ecosystem