Author: alexandra.hesse

Public survey

The next step in this project is to develop a survey strategy that enables me to gather insights into train travel in Germany from the perspective of other travelers. To achieve this, I will first establish a solid research foundation and prepare the necessary framework to begin conducting interviews in the coming weeks.

Survey planning

A crucial starting point for any survey is defining its purpose and objectives. It must be clear why the survey is being conducted, what goals it aims to achieve, and which hypotheses or questions it seeks to answer. A well-defined purpose helps ensure that the survey is goal-oriented and produces meaningful results (Public Affairs, 2026). In the context of this project, conducting a survey is essential because individuals experience train stations in very different ways, resulting in a wide range of needs and expectations. These insights cannot be fully understood without engaging directly with users on site. The primary goals of the survey are to identify key pain points, explore potential solutions, and broaden my understanding of user experiences at train platforms. The main questions guiding this research are how travelers currently experience train stations, which problems they encounter, and how these issues might be addressed.

Once the purpose is defined, identifying the target group becomes the next important step. A clearly defined audience helps ensure that the collected data is relevant and representative of actual users (Team, 2025). For this project, the target group is broad and diverse, encompassing anyone who interacts with the German rail system. However, particular attention will be given to those who regularly use or work on train platforms, such as travelers, station staff, conductors, and onboard personnel. These groups are most directly affected by platform design and are therefore likely to provide valuable and experience-based insights.

The next step is developing the survey questions. A helpful approach is to initially collect all potentially relevant questions and then organize them into a logical structure that allows for smooth questioning and clear answers. It is also important to determine the appropriate question formats and response types (Team, 2025). Both the questionnaire and the chosen survey method must suit the target group as well as the project’s time and resource constraints (Public Affairs, 2026). For this study, I have chosen an in-person interview format conducted directly at selected German train stations. While the final set of questions is still being developed, it will be completed before the next blog post.

Before launching the survey, testing and finalization are essential. Conducting a pilot test with a small group helps identify unclear questions and areas that require adjustment (Public Affairs, 2026). I plan to carry out this test run with people in my immediate surroundings, who can provide honest and constructive feedback to improve the questionnaire before it is used in a public setting.

Once all preparations are complete, the survey can be conducted. Here the questions are brought out to the public and are closely monitored while they’re active, to ensure a smooth and targeted process (Public Affairs, 2026). During this phase, the survey will be carried out in person at multiple train stations and on several dates. While conducting the interviews, I will observe which questions are easy or difficult to answer, how willing people are to participate, and the nature of the responses provided. This ongoing reflection will help assess the effectiveness of the survey design.

The final step is the analysis and presentation of the collected data. At this stage, the information will be processed, interpreted, and structured using appropriate analytical methods. The results will then be transformed into a clear and accessible format to make them understandable for others (Public Affairs, 2026). The specific analytical approach will be determined once the interviews are completed and the nature, scope, and quality of the data are fully understood.

Information Gathered

By taking a closer look at survey methodology and the process of conducting surveys, I gained a clearer understanding of the necessary steps involved and how these can be applied to my project.

Next Steps

The next step will be to develop the concrete survey questions and determine the locations where the research will be conducted. Once these aspects are clearly defined, I can carry out the survey and collect the intended data. After the results have been gathered, they will be combined with the insights obtained so far to begin developing concepts aimed at improving the user experience at German train stations.

References

Public Affairs. (2026). What are the most important steps in conducting an opinion poll? Von LinkedIn: https://www.linkedin.com/advice/0/what-key-steps-conducting-public-opinion-7yphf abgerufen

Team, Q. E. (13. November 2025). How to Conduct a Survey: 7 Steps That Actually Work. Von ProProfs Qualaroo: https://qualaroo.com/blog/how-to-conduct-a-survey/ abgerufen

Primary areas of interest

To continue this project, my next step is to define the primary areas of focus more clearly. By narrowing down the scope, I aim to clarify the overall goal of the project and establish a stronger foundation for the next research phase. This will include conducting interviews, initially with people in my immediate surroundings and later with travelers directly at train stations.

Problem zone train station

In 2024, six of the lowest-ranked train stations in Europe were located in Germany. According to the annual train station ranking published by the international Consumer Choice Center (CCC), the bottom six positions out of 50 evaluated stations were occupied by Bremen Hauptbahnhof, Munich-Pasing, Berlin Zoologischer Garten, Berlin-Gesundbrunnen, Berlin Ostkreuz, and Essen Hauptbahnhof. The ranking evaluates criteria such as information management, the availability of elevators and escalators, and overall accessibility (Gang, 2024). These aspects are essential for a positive user experience, yet they remain insufficiently addressed at many German train stations. As a result, Germany continues to perform poorly in European-wide comparisons, highlighting the urgent need for improvement in this area.

Fokus area

Given the scope, time constraints, and available resources of this project, it would not be realistic to redesign every aspect of a train station. Concentrating on a specific area allows for deeper analysis and more meaningful outcomes. Based on my recent observations in Hamburg and Augsburg, I identified train platforms, along with their entry and exit points, as the areas where the highest number of recurring pain points and challenges occur. Therefore, this project will primarily focus on the user experience of train platforms, while still considering the broader station context in which they are embedded.

Current status

Today, passengers can access a wide range of information about their train both before and during their journey. Prior to arrival at the station, users can consult platforms such as Bahnhof.de, which provide details about train stopping positions, carriage formations, and onboard equipment. Travelers can see where specific carriages will be positioned on the platform, including family compartments, bicycle areas, wheelchair-accessible spaces, priority seating, dining cars, first-class sections, and sleeping cars. Additional information such as the availability of air conditioning, Wi-Fi, or onboard services is also provided (DB, 2025). 

DB. (2025). See the stopping position, train formation and train equipment at a glance. Von DB: https://www.bahnhof.de/entdecken/wagenreihung abgerufen

Upon arrival at the station, further guidance is available. Large information boards in entrance areas indicate the platforms assigned to each train, while digital displays on the platforms themselves provide updates on arrival times, delays, and platform changes. This information can also be accessed via the DB Navigator app or through Deutsche Bahn’s online portals. Platform sections where trains are expected to stop are typically displayed on boards, online, or in the app. In addition, many platforms feature carriage plans that show which trains will stop there and where individual carriages will be located. However, this analog system works best for regularly scheduled trains and often fails in cases of last-minute platform changes (Wagner, 2022).

Wagner, J. B. (2022). An Easy Guide to Deutsche Bahn – Navigating German Train Travel. Von Hamburg Beyond: https://hamburgandbeyond.com/an-easy-guide-to-deutsche-bahn-navigating-german-train-travel/ abgerufen

Overall, a large amount of information is already available to help make train travel more structured and predictable. However, a major challenge is that many travelers are unaware of these resources or do not know how to use them effectively. Another issue is the inflexibility of certain systems, which can quickly become confusing or ineffective when schedules change. While digital platforms are more adaptable, they can still be outdated or incomplete. Existing information systems therefore need to be communicated more clearly and made more accessible to all users.

Information Gathered

Through this blog post, I clarified which areas of the train station I want to focus on and gained a better understanding of the current status quo at many German stations. This forms a solid foundation for the next phase of the project.

Next Steps

The next phase will involve designing and preparing surveys to be conducted in January. This includes selecting appropriate locations, defining participant groups, and developing targeted questions. Once the survey results are collected, I will combine them with the insights gathered so far and begin developing concepts aimed at improving the user experience at German train stations.

References

DB. (2025). See the stopping position, train formation and train equipment at a glance. Von DB: https://www.bahnhof.de/entdecken/wagenreihung abgerufen

Gang, M. (01. January 2024). Die sechs schlimmsten Bahnhöfe Europas sind alle in Deutschland. Von 24 Rhein : https://www.24rhein.de/leben-im-westen/verkehr/bahn-schlechtesten-bahnhoefe-europas-deutschland-ranking-bremen-hbf-berlin-essen-hbf-nrw-deutsche-92713050.html abgerufen

Wagner, J. B. (2022). An Easy Guide to Deutsche Bahn – Navigating German Train Travel. Von Hamburg Beyond: https://hamburgandbeyond.com/an-easy-guide-to-deutsche-bahn-navigating-german-train-travel/ abgerufen

Observation in Augsburg and Hamburg

While travelling from Augsburg to Hamburg I was able to conduct primary research and observe the user behaviour, the spatial organization, the signage system and potential pain points on those two sites.

User behaviour

By observing travellers, conductors, and visitors at the two selected train stations, several differences in user behaviour and atmosphere became apparent. At Hamburg Main Station, people generally appeared stressed and in a hurry. Many travellers were running or rushing toward their platforms, contributing to a fast-paced and tense environment. The noise level was noticeably high, caused by constant conversations, shouting, phone calls, frequent announcements, and the general soundscape of the surrounding city. The user group was highly diverse, with people of different ages, body types, and cultural backgrounds, and I heard a variety of languages including German, English, and Turkish. Users engaged in a wide range of actions: standing, sitting, walking quickly, running, talking, and calling out to others. Despite these variations, their shared goal in most cases was to move efficiently from point A to point B using public transport.

In contrast, the atmosphere at Augsburg Main Station felt significantly calmer and less rushed. Although the noise level was elevated, mainly due to conversations, announcements, and construction sounds, it remained within a more tolerable range. The user group was still diverse in age and appearance, but linguistically I predominantly heard German. The observed activities resembled those in Hamburg, but with a greater emphasis on sitting, standing, and waiting, and far less running or shouting. Nevertheless, the fundamental goal for most users remained the same: to travel smoothly from one place to another via public transport.

Spatial organization

Regarding spatial organization and design, I observed that Hamburg Main Station is structured around a large bridge that spans across all tracks and connects the various entrances to the platforms. Access to the platforms is provided via stairs and elevators. Each platform stretches from section A to F, making them quite long. Both the platforms and the walkways on the bridge are relatively narrow, which contributes to a crowded and chaotic atmosphere, especially when people move in different directions at the same time. Overall, the space feels dark and confined, as the station is enclosed and only limited natural light enters the building. However, the design language throughout the station is coherent, and the areas belonging to the train company maintain a consistent visual identity.

In Augsburg, the platforms are connected through an underground tunnel that runs beneath the tracks. Users can access the platforms via stairs, escalators, or elevators. The platforms here are shorter, ranging from section A to D, but they are noticeably wider than those in Hamburg. Despite the increased space, their current condition is not ideal, which can make navigating them, especially with luggage, somewhat challenging. The overall environment feels more open compared to Hamburg, as the station is not fully enclosed and benefits from abundant natural light. However, due to ongoing construction work, the visual appearance and general atmosphere lack coherence at the moment.

Signage systems

Focusing my attention on the signage systems revealed notable differences between the two stations. At Hamburg Central Station, the signage system is generally well-designed and functional. The panels follow a coherent visual language in terms of layout, iconography, and color usage. However, I did observe instances where signs were misleading or where additional guidance would have been helpful but was missing. There were also attempts to incorporate directional cues on stairs and floors to indicate walking directions. Unfortunately, many of these markings were either worn down and therefore difficult to see, or unclear in their meaning, which reduced their usefulness.

In Augsburg, signage is used more sparingly, and there are no visible attempts to integrate alternative forms of way finding beyond traditional overhead signs. While the existing system is understandable and relatively clear, its minimal nature sometimes makes it challenging for users to locate specific destinations within the station.

Potential pain points

For the pain-point analysis, I began by reflecting on my own experiences before examining the difficulties I observed in other travellers during my time in the stations. One of the most significant pain points I personally encountered in Hamburg was the narrowness of the walkways leading to the platforms, combined with the absence of escalators. This made navigating the station, especially with luggage, physically demanding and time-consuming. Additionally, the platforms were packed, as many people tended to gather in the central area rather than spreading evenly along the full length. This made it difficult to stand without obstructing others and complicated the process of boarding the train.

In Augsburg, my main challenges were related to missing signage, which caused me to spend a considerable amount of time searching for the public restrooms, and the inconsistent design and varying quality of the platforms. These inconsistencies made traveling with a suitcase uncomfortable and sometimes impractical.

Beyond my own experiences, I also observed several potential pain points faced by other travellers. In Hamburg, many people seemed to struggle with reaching their destinations quickly due to the narrow pathways, opposing walking directions, and the long distances across both the bridge and platforms. Orientation was another notable challenge: some signage was missing, and the exact stopping positions of trains on the platforms were not always predictable, leaving passengers uncertain about where to wait.

A frequent issue appearing in Augsburg was the limited number of exits on the platforms. When trains arrived and passengers needed to disembark, congestion formed quickly, and people often had difficulty identifying the most efficient route to continue their journey.

Information Gathered

This week, I evaluated and analysed the primary data I gathered by conducting first-hand observations on two German train stations. The insight that I gained will need to be supplemented with more observations and also surveys, to get a more general and wholistic picture of the current situation at train stations around Germany. But already paying closer attention to components that are interesting for this project has helped me develop a more realistic look on the problem at hand.

Next Steps

My next step in this project is to define the primary areas of interest for the further research and identify opportunities for targeted design interventions. I also want to conduct further observations and surveys at one or two train stations and collect more closer insights into the experience of various people.

Planned observation

Since I’m travelling by train a lot myself and I planned on a trip from Graz to Hamburg via train, I wanted to use the opportunity to conduct some research.

For that, I chose the method of observation, which is an effective and easy to realize way of gathering information and qualitative data. To do that effectively, the preparation beforehand should consist of defining goals, choosing the right setting without causing disruption and prepare tools for documentation. First, the research objective must be defined. For the project, the focus point is the observation of people’s actions in the surrounding of a German train station and also the physical design of those spaces. Additionally, the research goals must be defined under consideration of the research objective. There the goals are to find out more about user behavior, especially at train platforms, observe spatial organization and how the stations are designed, how signage systems are incorporated and used and lastly where potential pain points might lay.

Next is the selection of the right setting. Due to my travel plans my locations are going to be the train station in Augsburg and Hamburg. Those two match the description of German train stations and bring the advantages that I get to conduct my observations in two very different setting in size and location, and I might be able to compare my findings afterward. Since there are a lot of people going to be at the setting, the selection of participants won’t be necessary. Conducting the observations with not knowing participants will provide realistic and diverse output that reflects the real-life situation.

The last step is to plan the observation and to record data. The date for the research will be my travel days and to document my findings I plan to take notes both in physical and digital ways, but also to take pictures of the locations and their design and layout. After my trip has ended, I’m going to analyze my results and see if I can generate some general assumptions that will help my in the further course of the project (Williams, 2025).

Information Gathered

Through my research on the topic of observation I’m now able to conduct this method usefully and intentional to gather primary data that I can use for the further stretch of the project.

Next Steps

The next planned step is to conduct research by observing the train stations in Augsburg and Hamburg and documenting my findings.

Reference

Williams, B. (2025). Step-by-step guide to conducting observational research. Von Insight 7: https://insight7.io/step-by-step-guide-to-conducting-observational-research/ abgerufen

As mentioned in the previous blog post, I decided to examine my project through the lens of established UX heuristics. I chose Jakob Nielsen’s Ten Usability Heuristics and began interpreting them in a way that makes them applicable to my topic:

1. Visibility of system status
A system should keep users informed about what is happening through timely and appropriate feedback. In physical spaces, this can be implemented through clear, easily visible signage that shows users where they are and how they can move to their desired location. Real-time updates, such as waiting times, delays, and recent changes, should be displayed clearly on timetables, information screens, or digital boards to keep travelers constantly informed.

2. Match between the system and the real world
A system should communicate in a way that feels familiar and intuitive to users. This involves using established mental models to create environments that are easy to interpret. In the real world, this can be achieved through concise text, clear instructions, and comprehensible audio announcements. Additionally, pathways, iconography, and layout patterns should align with users’ expectations of how public spaces typically function.

3. User control and freedom
Users should be able to easily undo mistakes or exit processes when necessary. This can be interpreted quite literally in real-world environments: users need multiple accessible and clearly marked entry and exit routes. The ability to navigate freely and safely through a space is essential for maintaining a sense of control.

4. Consistency and standards
Consistency reduces cognitive load by allowing users to apply previously learned knowledge to new situations. In spaces, this may mean maintaining similar structures, layouts, and visual identities across different areas of a environment or even across multiple locations. Consistent color schemes, typography, signage design, audio cues, and general spatial organization help create a cohesive and predictable experience.

5. Error prevention
Systems should anticipate common errors and be designed in ways that reduce the likelihood of users making them. In public places, implementing this heuristic can be challenging due to the diversity of users and the unpredictability of human behavior. Nevertheless, strategies such as well-marked pathways, abundant signage, and clear audio guidance can help. Visual guidance that subtly limits or directs user choices may also prevent confusion or missteps.

6. Recognition rather than recall
Users should not have to rely heavily on memory. Instead, relevant information should be visible or easily accessible. Implementing this into physical spaces, may involve a thoughtful combination of visual, audio, and tactile cues placed strategically to support user decision-making. Careful placement is essential: the goal is to make important information visible while avoiding overwhelming users with unnecessary details.

7. Flexibility and efficiency of use
Systems should cater to users with varying levels of skill and experience. For physical environments, one might consider shortcuts or direct routes for experienced users, while providing clearly signposted pathways and supportive instructions for newcomers, or people with disabilities. This dual structure ensures efficient navigation for all.

8. Aesthetic and minimalist design
Design should avoid unnecessary complexity and visual clutter, highlighting only essential information. This heuristic is highly relevant to physical UX design. Elements such as color, lighting, object placement, spatial layout, and even sound can contribute to an environment that is visually calm and easy to interpret. Within signage systems, information should be organized hierarchically, so users can quickly identify the most important elements.

9. Help users recognize, diagnose, and recover from errors
When errors occur, information about them should be clearly communicated. In real-world scenarios, this could involve visual and audio feedback that describes the problem in plain language and offers instructions for resolving it. The messaging should be constructive, explanatory, and free of blame, helping users navigate disruptions confidently.

10. Help and documentation
Documentations might be necessary for complex systems. Make help resources easily accessible, searchable and focused on helping users accomplish their goals. While extensive documentation is not always realistic in physical environments, support should still be available. Digital systems, help points, and on-site staff can provide accessible and goal-oriented assistance to users when they require additional guidance (Nguyen, 2025).

These interpretations provide a foundation for adapting Nielsen’s heuristics to physical spaces. The next step will be to refine these concepts and apply them specifically to the context of train stations.

Information Gathered

By going through the heuristics step by step I’ve seen how many different challenges can appear in physical spaces and how deeply considered solutions have to be. This preparation will make it easier in the future of this project to apply the heuristics to actual challenge.

Next Steps

My next steps will focus more directly on German train stations and platforms. This will include investigating user behavior, spatial organization, signage systems, and potential pain points specific to railway environments. Based on this research, I aim to define the primary areas of interest for the project and identify opportunities for targeted design interventions.

References

Coughenour, A. (2025). User Experience in Physical Spaces. Von Orbis Cascade Alliance: https://www.orbiscascade.org/programs/dux/documentation/user-experience-in-physical-spaces/ abgerufen

Dengiz, C. (10. February 2024). The power of Physical User Experience Design (PUXD). Von LinkedIn: https://www.linkedin.com/pulse/power-physical-user-experience-design-puxd-cansu-dengiz-zv9pe/ abgerufen

heurio. (2023). Nielsen’s 10 Usability Heuristics. Von heurio: https://www.heurio.co/nielsens-10-usability-heuristics abgerufen

Kaarwan, T. (18. June 2025). How Does UI-UX Design Transform User Experience in Physical Spaces. Von Kaarwan: https://www.kaarwan.com/blog/ui-ux-design/ui-ux-design-transform-user-experience-in-physical-spaces?id=541 abgerufen

Nguyen, S. (05. June 2025). Applying Jakob Nielsen’s 10 Usability Heuristics for Better UX Design. Von DevBlog: https://shiftasia.com/community/applying-jakob-nielsens-10-usability-heuristics-for-better-ux-design/ abgerufen

Physical Environment UX

To better understand the challenge of reimagining user experience design in train stations, I wanted to deepen my explorations in the field of physical user experience design, or PUXD. My first step was to examine the origins of UX as a concept and to consider when humans first started intentionally shaping their environments with the user in mind. One of the earliest documented examples of physical user experience design can be traced back to around 4000 B.C. in China, with the emergence of Feng Shui. This philosophy focuses on the spatial organization of objects to create harmony and an optimal flow of energy within a space (Emily Stevens, 2021). Although Feng Shui differs from modern UX methods, it illustrates that the idea of designing environments to enhance human experience has deep historical roots.

Over time, UX gained increasing recognition and gradually became a fundamental part of daily life, influencing how we interact with products, services, and environments. However, as the world becomes increasingly digital and technology-driven, the design of physical spaces is sometimes overlooked. Despite this shift, PUXD remains crucial for creating memorable, meaningful experiences and for ensuring that the environments we use are intuitive, user-centered, and comfortable (Dengiz, 2024).

This is not just a subjective view but a growing societal and political priority. In June 2025, the European Commission enacted the European Accessibility Act, a comprehensive set of regulations aimed at improving accessibility across the European Union. The Act seeks to remove barriers for businesses, elderly individuals, and people with disabilities. It targets key products and services, including public transportation. According to the Act, environments within the EU must prospectively meet four core requirements: perceivability, operability, understandability, and robustness. Furthermore, it promotes a “design-for-all” approach, calling for physical spaces to be created in ways that make them equally accessible to people with and without disabilities (Huertas, 2024).

This legislative development highlights the importance of projects such as this one. Improving the user experience of train stations is not only an opportunity to enhance comfort and efficiency, but is part of a broader shift toward inclusive, accessible, and human-centered public environments. In this context, rethinking the UX of train stations becomes not just valuable, but necessary for the future.

Information Gathered

Through this week’s research, I gathered an even deeper understanding of User Experience in physical spaces. I also learned more about the currency of the chosen topic and how similar approaches might change our physical space in the near future.

Next Steps

In my next step I will explore the ten usability heuristics by Jakob Nielsen and have a look how they can be applied to the problem at hand. After that I plan on focusing more directly on German train stations and platforms.

References

Coughenour, A. (2025). User Experience in Physical Spaces. Von Orbis Cascade Alliance: https://www.orbiscascade.org/programs/dux/documentation/user-experience-in-physical-spaces/ abgerufen

Dengiz, C. (10. February 2024). The power of Physical User Experience Design (PUXD). Von LinkedIn: https://www.linkedin.com/pulse/power-physical-user-experience-design-puxd-cansu-dengiz-zv9pe/ abgerufen

Emily Stevens. (28. July 2021). The Fascinating History of UX Design: A Definitive Timeline. Von CareerFoundry: https://careerfoundry.com/en/blog/ux-design/the-fascinating-history-of-ux-design-a-definitive-timeline/ abgerufen

Huertas, D. M. (23. October 2024). The European Accessibility Act: an overview what’s changing and for whom. Von PwC Legal Germany: https://legal.pwc.de/en/news/articles/the-european-accessibility-act-an-overview-what-s-changing-and-for-whom abgerufen

Kaarwan, T. (18. June 2025). How Does UI-UX Design Transform User Experience in Physical Spaces. Von Kaarwan: https://www.kaarwan.com/blog/ui-ux-design/ui-ux-design-transform-user-experience-in-physical-spaces?id=541 abgerufen

NSW Government. (2025). Sydney Trains environment and sustainability. Von Transport for NSW: https://www.transport.nsw.gov.au/projects/environment-and-safety/sydney-trains-environment-and-sustainability/why-rail-travel-a abgerufen

General Research

To begin my investigation into User Experience Design in German train stations, I first explored the broader field of UX and UI design within physical environments. Understanding how design influences real-world experiences was essential, as it allowed me to build a foundation before narrowing my focus to the train-station contexts. This early phase of research helped me recognize that user experience in physical spaces is shaped by a complex interaction of visual, spatial, and functional elements. It also highlighted how design decisions can significantly affect how people navigate, interpret, and emotionally respond to a given environment.

Several core factors repeatedly emerged in the literature as central to effective physical-space design. Among the most relevant for my project are signage, visual communication, user flow, user feedback, technology integration, and accessibility (Kaarwan, 2025). Signage and visual design support wayfinding and orientation, while user flow relates to how intuitively people can move through a space. User feedback and the integration of technologies present opportunities to enhance clarity and convenience. Accessibility, of course, remains a fundamental requirement, ensuring that environments can be used by people with diverse physical, cognitive, or sensory needs. Additional aspects that influence user experience in public transport hubs include spatial organization and safety considerations (Coughenour, 2025). These dimensions will be examined in greater depth later in the design process, once the project goals and scope are more clearly defined.

To support my analysis, I also evaluated established design principles that could guide my approach. I chose Jakob Nielsen’s Ten Usability Heuristics because they are widely recognized in UX practice and can be applied not only to digital interfaces but also to physical systems. This makes them an appropriate framework for evaluating a hybrid environment like a train station, where digital and physical elements intersect. Nielsen’s heuristics include: visibility of system status, match between the system and the real world, user control and freedom, consistency and standards, error prevention, recognition rather than recall, flexibility and efficiency of use, aesthetic and minimalist design, support in recognizing and recovering from errors, and accessible help or documentation (Heurio, 2023). By adapting these heuristics to the context of a train-station environment—where users must make quick decisions, interpret information under time pressure, and often navigate unfamiliar surroundings, I will be able to develop a structured method for identifying issues and generating improvement strategies. This framework will guide my evaluation as I begin defining how each heuristic can be meaningfully applied during the design process.

Information Gathered

The insights gained so far form a foundation for the planned research. These two approaches complement one another: while physical-environment principles help identify broad design challenges, the heuristics offer a concrete evaluative tool for analyzing more specific aspects of the user journey. Together, they provide an entry point into the complex field of physical user experience design and will be instrumental in shaping the direction of the project.

Next Steps

My next steps will involve deepening my understanding of both frameworks. I plan to continue expanding my research on physical-environment UX principles and to further explore how Nielsen’s heuristics can be adapted for real-world contexts. Once I have established a solid methodological base, I will focus more directly on German train stations and platforms. This will include investigating user behavior, spatial organization, signage systems, and potential pain points specific to railway environments. Based on this research, I aim to define the primary areas of interest for the project and identify opportunities for targeted design interventions.

Reference

Coughenour, A. (2025). User Experience in Physical Spaces. Von Orbis Cascade Alliance: https://www.orbiscascade.org/programs/dux/documentation/user-experience-in-physical-spaces/ abgerufen

heurio. (2023). Nielsen’s 10 Usability Heuristics. Von heurio: https://www.heurio.co/nielsens-10-usability-heuristics abgerufen

Kaarwan, T. (18. June 2025). How Does UI-UX Design Transform User Experience in Physical Spaces. Von Kaarwan: https://www.kaarwan.com/blog/ui-ux-design/ui-ux-design-transform-user-experience-in-physical-spaces?id=541 abgerufen

NSW Government. (2025). Sydney Trains environment and sustainability. Von Transport for NSW: https://www.transport.nsw.gov.au/projects/environment-and-safety/sydney-trains-environment-and-sustainability/why-rail-travel-a abgerufen

How can the user experience at train platforms in Germany be improved through user-centered design?

Topic Explanation

The topic I have chosen for this research course—and potentially for my master’s thesis—focuses on the User Experience (UX) of train stations, with a particular emphasis on train platforms and the ways in which users interact with these spaces. My goal is to better understand how design, infrastructure, and user behaviour intersect in this specific environment, and how these factors influence the overall experience of passengers.

The geographical focus of my research will be Germany, as this is the country I know best and where I have gathered the most personal experience as a regular train user.

Personal Motivation

My motivation for choosing this topic stems partly from my own observations and sometimes rather unpleasant experiences on train platforms throughout Germany. Issues such as unclear signage, confusing platform layouts, overcrowding and a general lack of comfort have made me think about how these environments could be improved from a user-centered perspective. At the same time, my interest is also academic and professional. During my bachelor’s studies in Nuremberg, I briefly touched on the idea of examining train stations through the lens of user experience design. However, at that time I only had the chance to scratch the surface of the topic. Now, through this research course and the upcoming master’s thesis, I see an opportunity to develop this initial idea into a structured and in-depth study. Ultimately, my aim is to identify key challenges and opportunities in the design of train platforms that could contribute to a more intuitive, inclusive and pleasant user experience. One that meets the diverse needs of passengers and enhances the overall perception of rail travel in Germany.

Main questions

The main research question of this project is: “How can the user experience at train platforms in Germany be improved through user-centered design?” Since this is a complex and multi-layered topic, it requires breaking down into smaller guiding questions, in order to build a strong foundation. The first sub-question concerns the scope and focus area of the project. Train stations are multifaceted environments, so I need to decide which specific aspects of the station experience to examine more closely. Should the focus be on way finding, comfort, accessibility, safety or emotional experience? I also must determine how many regions or stations can realistically be analyzed without losing depth and focus. The next major question centers on the users themselves and their pain points. What are the biggest challenges travelers face while using train platforms and what needs to change for them to have a more positive and stress-free experience? To answer this, I will need to identify and engage with different user groups like commuters, tourists, elderly passengers or people with disabilities. Each of whom may have very different expectations and problems that require distinct solutions. Once these foundational questions are clarified, the project can move toward developing potential design solutions. This involves not only generating ideas to address the identified issues but also exploring how to communicate these solutions effectively. This could happen through visualizations, prototypes or user scenarios that make the improvements tangible and easy to understand.

Problems and solutions

One major issue I have repeatedly noticed as a train passenger is the lack of sufficient signage and clear indications at stations. When traveling, I want to be as well-informed as possible so I can plan my journey accurately, avoid missing connections and move through the station without unnecessary stress. However, the information provided is often limited or unclear, making smooth and uninterrupted travel harder than it should be. For example, having clear indications of the train’s exact position before it arrives would be extremely helpful. This would allow passengers to wait at the correct spot rather than having to reposition themselves or even run once, the train arrives. Additionally, better communication about where specific sections of the train will be located, such as areas for wheelchairs, bicycles or heavy luggage, would make boarding much easier. Currently, these zones are usually marked only on the train itself, which prevents passengers from preparing in advance.

Clearer platform markings and communication would not only improve the boarding and exiting process but also make it faster and more efficient. As a result, this could contribute to better punctuality for German trains and reduce the overall stress and chaos often experienced on platforms.

Figure 1: own photographs.

This is just one problem I have personally encountered and would like to see addressed. However, further research and especially input from other passengers will be necessary to gain a broader and more inclusive understanding of the challenges faced by different user groups. For this reason, the issues and possible solutions will be re-evaluated later in the project as more data becomes available.

Relevance

The relevance of this topic lies in the essential role train stations play in ensuring that rail travel functions efficiently and reliably. Train stations and their platforms are the central points of the railway network. If they fail to operate properly, the entire system suffers. Malfunctions, poor design or inadequate maintenance can lead to delays, cancellations and frustration among passengers. These issues not only disrupt daily commuting and long-distance travel but also discourage people from choosing the train as a preferred mode of transportation. In comparison to cars or airplanes, traveling by train is significantly more environmentally friendly. Rail transport produces lower carbon emissions, consumes less energy and can transport large numbers of people efficiently (NSW Government, 2025). For these reasons, trains should be placed at the heart of sustainable mobility strategies for the future. However, this can only happen if the infrastructure that supports train travel, particularly stations and platforms, is reliable, comfortable and accessible to all users. Unfortunately, train travel today is still often associated with problems such as frequent delays, outdated facilities and a lack of convenience. Many travellers therefore continue to use cars or planes, even for short distances, because these options seem faster or more dependable. To change this perception, we must rethink how train stations are designed and managed. Improving the user experience at stations could have a significant impact on how people perceive train travel overall. A more efficient and enjoyable station environment could increase public trust and encourage more people to travel by train. In this way, enhancing train stations and platforms is not just about improving transport operations. It is about investing in a more sustainable, connected and environmentally responsible future of travel.

Expected challenges

While working on this important and complex topic, I expect to face several challenges, such as a lack of information, difficulties finding suitable participants for surveys, uncertainty about where to begin and the risk of feeling overwhelmed by the many possible directions the project could take. To handle these challenges, I plan to work according to a clear and structured concept to stay focused and avoid getting sidetracked.

Next steps

To achieve that, my research will start broadly, allowing me to gain a general understanding of the topic and identify the range of available sources. As the project progresses, I will gradually narrow my focus to filter out the most relevant findings and build a clear direction. During the first few weeks, I aim to conduct general research to grasp the topic more deeply. Once that foundation is set, I will identify gaps in knowledge and look for ways to fill them. A possible way to do that, that I can already define as a useful way for gathering unexpected and new information, could be conducting surveys or interviews in my surroundings or at train stations. With that information, I hope to then define specific pain points and problem that I can afterwards take as a base to develop practical and testable solutions.

Reference

NSW Government. (2025). Sydney Trains environment and sustainability. Von Transport for NSW: https://www.transport.nsw.gov.au/projects/environment-and-safety/sydney-trains-environment-and-sustainability/why-rail-travel-a abgerufen