Crafting an intuitive mobile app for RailPay

Two trains from a low viewing angle in a rail station.

RailPay's development team faced a UX challenge when tasked with creating a new mobile application for issuing Penalty Fares and Prosecution Reports in the rail industry.

RailPay

Railpay needed to ensure that the app was user-friendly for a diverse range of railway staff and satisfied unionised attitudes towards technology. Major, took the reins of this challenge, redesigning the app's UI and crafting a superior user experience to meet the needs of a diverse range of railway staff amid technological apprehension from rail unions.

The issues

Counter intuitive

The existing app's user experience was not intuitive, posing a challenge for a diverse range of railway staff.

Lack of functionality

The mobile experience lacked streamlined functionality, causing friction in its usage.

Poor user experience

There was a lack of clarity in presenting the range of penalty and prosecution processes within the app.

Limited accessibility

Unionized attitudes toward technology set high accessibility standards, user-friendliness and satisfaction rates.

The solution

In-depth Discovery:

We embarked on a deep-dive into storyboarding, target audience analysis, and contextual analysis to understand the existing challenges and user needs.

Defining Scope:

Initial scoping exercises were conducted to set realistic and mutually agreed upon project expectations.

UI/UX Makeover:

Empowered with a broad mandate, we suggested and executed enhancements that transformed the user experience.

Frequent Feedback Loops:

Regular communication sessions with the client enabled us to stay aligned with the project vision and make necessary adjustments.

User Testing:

We conducted real-world user tests to gather valuable feedback, which helped us make further improvements to the app.

Detailed Delivery:

The final product, along with all necessary assets and guidelines for developers, was delivered with careful attention to detail.

Outcomes

The UX/UI revamp of the RailPay app resulted in a significantly improved user experience.
The new design met the client's requirements while also complying with regulatory standards.
The redesign received positive feedback from users, validating its success.
Beta testers and a challenging rail union both approved the redesign, evidencing its broad appeal.
Confidence in the app's future success has been significantly bolstered due to the outcome of this project.