It ensures that the consumer does not go mad, but reaches his destination quickly. We tested this.
The UX Designer takes care of a successful user experience. It’s time to pay tribute to our colleagues!
This test setup was born out of necessity: I wanted to download the Deutsche Bahn app to my cell phone live under the supervision of my much younger colleague. I didn’t want to, but I had to because I now have a Bahncard, but these are only issued as temporary cards that you have to enter into your digital customer account. Consumer advocates are critical of this, but the man in the ticket store promised me it was really quite simple. Incidentally, one of the last of its kind.
Our user experience: the app remains stubborn
We were able to set up the train app in just a few minutes. But when trying to register the paper card, the two of us – and I emphasize that one of us is a digital native – reached our limits: First a PIN was missing, then a card number that fit into the mask, and without one, not the other. The helpline lady found the number, but the app remained stubborn. Do I really have to go back to the man at the counter?
What UX designers rack their brains over
In any case, it’s time to pay homage to our UX designers. These are the colleagues who spend the whole day racking their brains to figure out how to take the user with them without them desperately running into the next wall, and who find, implement, test and improve great solutions for this human-machine interface, the user experience, until it really fits.
Don’t forget the target group!
Dear Deutsche Bahn, I still have plans for you, but sometimes I long to go back. When I was a child, there were sturdy cardboard cards from a massive machine. In the 80s, they used rattling printers for small A6 papers and until a few years ago, you even received wonderful manyfold pamphlets in a pretty envelope. In the meantime, you only get tickets as an e-mail that you have to print out at home. Respect to all frequent travelers, once a classic target group, who deal with this mess again and again. The alternative is the train app, if you understand it. I’ll do my best – but please do yours too, Dear Deutsche Bahn! We will be happy to help you.
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