UX Research & implementation for National Ticketing System SNCF Mobilités (France)
UX and change management for deploying new ticket control devices across all SNCF units 2018–2019
Scope
12,000+ end users | 4 train divisions (TGV, TER, Transilien, Intercités)
Objectives
- Ensure usability and adoption
- Support 12,000+ users in the transition
- Provide field–tech feedback loop
My Role
- UX research & design and field testing
- User support lead across all units (TGV, TER, etc.)
- Organized kick-off events and handled communications
- Acted as the liaison between users and tech teams (PO, PM, Directors)
- Change Management Strategy elaboration
Approach
- Testing & iteration – Field validation every 2 weeks
- Implementation – Roll-out planning and logistics
- Communication – Tools and onboarding content
- Support – Hotline, feedback gathering, user training
Key Figures
- +12,000 end users supported
- 8 kick-off days & 3 big onedistributing the entire tech team all over France
- 8 training days facilitated for all end-users ambassadors
- Support for all the 300 technical field managers
Outcomes
- Successful national deployment & integration of use
- Field feedback loop integrated in dev cycle
- First NFC payment tested live on TGV (and debugged!)