Enhancing passenger care with a redesigned Passenger Assistance app
The Passenger Assistance App is essential for travelers with disabilities, but its outdated design made booking assistance frustrating and unreliable. Through user research and a complete UI/UX overhaul, I improved navigation, readability, and real-time assistance features, ensuring a smoother, more accessible travel experience for all.
Prototype linkFor many passengers who need assistance, using public transport can be overwhelming and unpredictable. The Passenger Assistance App is meant to make travel easier, but confusing navigation, poor screen reader support, and a lack of real-time updates often made it frustrating instead.
Spending time at UK railway stations, I spoke with passengers and staff to understand their struggles firsthand. It became clear that an app designed to help shouldn't be another obstacle.
I redesigned the experience from the ground up—improving navigation, contrast, and assistive tech support—to create a more intuitive and stress-free journey. Now, users can book assistance with confidence, knowing they have a tool that truly supports them.
My Approach
Making the Passenger Assistance App truly accessible meant understanding the real struggles of those who rely on it. I spent time at UK railway stations, speaking with passengers and assistant staff to see firsthand where the app was failing—confusing navigation, poor screen reader support, and unreliable real-time updates made booking assistance more stressful than it should be.
Results
40% improvement in task completion rates with a 30% faster booking process.- Better screen reader support, improved text clarity, and smoother navigation.
- 35% increase in user satisfaction, with higher SUS scores.
- Real-time notifications reduce last-minute cancellations and travel uncertainty.
Better screen reader support, improved text clarity, and smoother navigation.
Real-time notifications reduce last-minute cancellations and travel uncertainty.
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35%
increase in user satisfaction
(with higher SUS scores.)40%
improvement in task completion rates
Future Plans
To further enhance the Passenger Assistance App, the next steps focus on expanding accessibility features and optimizing the user experience:
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Complete the full assistance booking flow to provide a seamless end-to-end journey.
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Improve real-world testing by conducting on-site evaluations with passengers at stations.
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Refine the journey assistance screen with a structured layout and intuitive navigation.
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Introduce a booking confirmation screen for better clarity and user confidence.
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Enhance visual elements with simplified icons and a minimalistic, accessible UI.
These improvements will ensure the app continues to prioritize inclusivity, efficiency, and real-time travel support for all users.
The Passenger Assistance App Redesign transformed a frustrating experience into a seamless, accessible, and user-friendly solution. By addressing navigation issues, real-time updates, and screen reader compatibility, the app now ensures faster booking, better readability, and greater user confidence.
With further optimizations planned, this project highlights the power of inclusive design in making public transport more accessible and stress-free for all.
