Context
RATP is a French public group and a major player in urban mobility, designing, operating and maintaining transport networks (metro, RER, bus, tram) in France and internationally, serving passengers.
While tablets are used by staff in their daily work, providing them with mobility and proximity to passengers, logistical and adoption issues have been identified, creating frustration among staff and disparities in usage from one staff member to another.
My Role
UX Designer
Date
September 2022 - January 2023
The Problem :
How can RATP agents make full use of tablets ?
The promotion of projects is limited for reasons of confidentiality.
Discovery
Our mission was to diagnose all the problems surrounding the tablet, with the aim of achieving the objective set by RATP.
To do this, we audited how staff and their managers used the tablet to identify obstacles, irritants, objections and workarounds. We looked at the different phases and processes involved in managing these tablets to identify bottlenecks and malfunctions.
Finally, we benchmarked optimal processes and uses in other organisations.
Define
To refine our knowledge, we conducted immersions at stations with agents and managers. The aim was to understand the advantages and constraints, the added value and the support put in place regarding the use of tablets.
Subsequently, a map of usage and obstacles in the field was drawn up, based on our two areas of research : logistics and adoption.
All this information enabled us to establish an overview of tablet usage, draw insights from it and consider business issues.
Projects Goals :
Optimisation focus : sharing best practices and strengthening interactions between managers and agents, as well as encouraging tablet use through positive KPIs.
Logistics focus : clarified roles and contracts, and integration of coordinators and organisational rituals to ensure service quality.
Design
We conducted UX ideation workshops and UX/UI design workshops and developed countermeasures to the problems identified using a LEAN approach, in order to maximise the use of the tablet by agents and optimise the management of these tablets.
For confidentiality reasons, this stage cannot be disclosed any further.
Delivery
We tested and iterated these countermeasures during user testing phases and were able to identify the technical and organisational requirements for implementation at scale.
User testing and feedback enabled us to refine our proposals so that they are operational and meet the identified needs in two areas : logistics and ownership.