After years of development, DSB, the Danish national rail carrier is soon to launch its new fleet of intercity trains, the IC4. Naturally, DSB wants the implementation of the new trains to go as smoothly as possible and to achieve one of their primary targets of ‘passengers on time’. Getting passengers to be on time and in the right place is crucial to the punctual running of trains and is a part of positive travelling-experience.

The IC4 trains pose a particular challenge. Their construction means that it is no longer possible to walk through the train carriages to find the right seat. Passengers have to board in the right place to ensure they find their seat. This demands changes in passenger behavior and travel preparations.

Intuitive signage
DSB needed insights regarding passenger behavior and as to how DSB could assist passenger to be on time? Can the information system be more intuitive? Is there consistency in signage, timetables, announcements and staff knowledge? How do clients react to changes and how do they respond to the challenge of finding the right train carriage? And how do train users contribute to delayed departures?

The results of hours of observations; shadowing clients, 42 interviews, signage registration, mapping out behavioral patterns and various findings from 4 Danish train stations were gathered in a report. Goodmorning Technology presented the report and insights at a workshop for the internal DSB research group. The user insights and findings became a vital foundation for the ideas and solutions the group will conceive in order to get “passengers on time”.