Client
Ford Smart Mobility
Context
Team Project / 6 Weeks / Competition Project
My Role
Researcher & Service Designer in a group of 4 people
Methods
Secondary Research / Primary Research
HMW Statements / Storyboard / Stakeholder Map / Business Model Canvas
Tools
PROBLEM
Stressful Journeys: Luggage Space and Security Challenges on Trains.
Train travel should be simple. But for many passengers, especially solo and international travellers, it’s become a stressful experience. Finding space for luggage is difficult, and concerns about theft are common, which leads to uncomfortable journeys, poor experiences, and less interest in choosing trains in the future.
Theft of luggage/anxiety over luggage safety is common.
Obstacles in using trains can lead to less sustainable transport methods.
Low/inaccessible storage facilities limit travel for certain groups.
SOLUTION
Bookable On-Train Lockers for Luggage
In collaboration with Thameslink and Trainline, Studio4 has launched retrofitted trains with secure storage lockers in every compartment. Passengers can book lockers in advance, check availability on platforms or inside trains, and finally travel stress-free, no more luggage nightmares.
Porta-Key Features
Storage Availability Signs
Storage availability is shown on the front of the train, inside and on platforms.
For the people who are not comfortable with downloading applications.
See the Availability Through the App.
Showing the storage availability and reserving system through the app.
Secure Storage Lockers
Retrofitting trains with secure storage
Lockers.
Storyboard
PROCESS
1.0 Research
Methods
Secondary Research: It was conducted to explore existing challenges and inform the interview questions. The data was collected from articles, forums, and travel websites.
Our Own Experiences: As international students, we went through similar challenges during our solo travel experiences in the UK, which helped us identify the existing problems.
Primary Research: We conducted semi-structured interviews with our primary users, international solo travellers in the UK.
Key Findings
1- Rush hour is a difficult time to travel.
2- Luggage theft on trains is common.
3- Insufficient luggage storage, and it's hard to find on trains.
4- Female solo travellers are more concerned about safety than other groups.
2.0 Ideation
How Might We…
Generated “How Might We” (HMW) statements based on key findings and combined them into one main statement.
HMW ensure luggage is easily and safely stored and reduce passenger anxiety / uncertainty?
Co-Design Workshop
Individual Idea generation based on HMW’s and then held a co-design workshop to expand our ideas.
Considered potential failure scenarios and constraints to strengthen our concepts.
Idea Generation Outcomes
Placing screens on the train and at the station
Luggage rack with a code to open, the code can be supplied with the ticket
Modifying existing apps with luggage tracking-booking features
Ideation Through Sketches
Co-Design Workshop with the Team
Service Mapping
Before finalising our concept, we created a social business canvas model to explore how the service can be fully imagined as a full business.
The Outcome
We explored the value proposition of our service, resources needed, key partnerships, possible revenue streams, and customer segments.
Porta's Social Business Model Canvas
3.0 Outcome
What’s Next?
Studio4 will collaborate with Great British Railways (which will encompass all UK rail and tube networks) and existing train booking apps to create a unified, efficient, enjoyable user experience.
VISION STATEMENT
REFLECTION
Limitations
Limited time due to competition schedule and our studies.
What I’d Do Differently
Allocate more time for concept refinement and further iterations
Plan to balance ideation, iteration, and communication more effectively
Mindset Change
Recognised the importance of time management in the design process
Learned the value of early planning to avoid constraints later on