2024
RATP
RATP
Background
RATP (Régie Autonome des Transports Parisiens) is the state-owned public transport operator responsible for most of the public transportation in Paris and its surrounding Île-de-France region. Here's a brief description:
Core problem
Public transportation in Île-de-France plays a vital role in the daily lives of millions of residents. However, many users still encounter issues and friction while using these services, which can impact their satisfaction and their decision to continue relying on public transport. The main objective is to identify user problems, needs, and behaviors, as well as to create user scenarios to improve the overall experience.
The approach for RATP
For this RATP project, we employed the Discovery Discipline process to thoroughly understand and address the challenges faced by public transport users in Île-de-France
Steps taken
Observational research
Observe user behavior in public transport settings
User interviews or focus groups
Develop interview/focus group protocol
Conduct sessions with public transport users
Solution hypothesis and user journey design
Based on collected data, design usage scenarios describing realistic situations
Create user journeys in wireframe format to visualize potential solutions
Wireframing
Wireframing Create wireframes to visualize potential solutions