More than 500 interfaces for an operator that had never had a website
A new high-speed rail operator needed its complete digital ecosystem from the first day of operation. Public website, client app and tool for travel agencies.
More than 500 interfaces for an operator who had never had a website.
The challenge:
When a new high-speed operator enters the Spanish rail market, its first competitive advantage is not in the trains — it is in the digital experience. The customer who compares between operators does so on the screen, not on the platform.
This client came to us with a clear brief: to design the complete digital ecosystem from scratch before the start of operations. That included the public website for ticket sales, the mobile customer application, the management tool for travel agencies, and the internal experience for employees. All at the same time.
The approach:
We start with research. Interviews with frequent high-speed travelers, analysis of purchasing patterns in rail transport, co-creation sessions with the operator's internal teams. The goal wasn't to copy what competitors were doing — it was to understand what frustrated travelers in their current experiences and design from there.
We work in parallel teams with agile methodology: research, prototyping and testing with users in short cycles, with frequent validations with the client. The rhythm was set by the start date of operations, not a theoretical calendar.
The project included three user profiles with different needs: the individual traveler who buys on impulse, the frequent business traveler who manages several reservations, and the travel agency that operates with volume. Each one with its flow, its logic and its specific pain points.
The result:
More than 500 interfaces designed, prototyped and delivered for development. The platform was in production from the operator's first day of commercial operation.
The digital experience became one of the differentiating arguments of the new operator compared to established competitors — something that the client's own marketing team has used as an advantage in its communication.
Applied services: User research · Experience architecture · Interaction design · Visual design · Prototyping and testing · B2C and B2B design
Sector: Transportation
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