SETU design researchers and Iarnród Éireann have completed a unique and transformative research project seeking to improve customer journeys for rail users. Supervised by SETU design lecturers and designCORE researchers Dr P.J. White and Hilary Dempsey, the research was conducted by Enterprise Process and UX Designer at Iarnród Éireann, Fintan Kennedy. Completing his Master of Arts in Industrial Design, Fintan’s thesis was entitled "Co-designing interactive systems to improve autonomy and the door-to-door customer journey for Irish Rail".
The overall objectives of the research were to inform Iarnród Éireann of new areas for inclusive interactive systems for travellers through co-design. Secondly, to provide information on how to implement an organisational culture of user-centred design in Iarnród Éireann.
The research resulted in detailed door-to-door experience maps capturing opportunities for improving all stages of customer journeys. A design guide will be produced from this research, continuing the growth of design culture within Iarnród Éireann.
At an organisational level, this research will have a transformative impact within Iarnród Éireann, implemented over the next 3 years. At a personal and professional level, the research has resulted in career advancement for Fintan, being promoted to a new design leadership role and opening a new level of expertise and growth opportunities within the organisation.
Commenting on the research Chief Technology Officer of Iarnród Éireann Clement Egan said
“The research carried out by Fintan Kennedy with the support of SETU will become a key factor in the production of the technology charter for Iarnród Éireann. The insights gleaned from the research will ultimately help us improve user experiences in customer facing applications and also for internal systems. The design guide will help us to understand the benefits and importance of user-centred design.”
SETU’s Dr P.J. White commented:
“This research collaboration between SETU and Iarnród Éireann illustrates the transformative nature of design research within organisations. It combines real-world research with organisational and service user needs, providing practical solutions that can be implemented. It is a national project with international reach, and will no doubt be used as an exemplar of design research impact in national transportation services.”
