Mobile Ticketing: OV-Betalen
Field study of existing mobile ticketing solutions in Oslo, London and Seoul and development of a proposed user-centred service design for The Netherlands.
International mobile ticketing survey
Overview of 20 services for mobile payment in public transport, and more in-depth analysis of the functions and user experience of four of these systems.
Integrating bank cards in the OV-chipkaart system
Field study of 'open loop' public transport ticketing in London and Chicago, and a proposal for user centred integration of contactless bank cards in the Dutch system.
Opening the closed: a user-centred gate design
Field study of the usage of public transport gates in London, Hong Kong and Tokyo, and creation of a new design with improved user experience and gate flow.
Optimising the open payment boundary
A design strategy for reducing missed check-outs with the OV-chipkaart at open payment boundaries in Dutch public transport. Includes evaluation in the field at two railway stations.
OV-betalen for international air travellers
Service design for public transport ticketing for international travellers arriving at Dutch airports. Includes benchmark comparison with London, Hong Kong and Copenhagen.
Border crossing train ticketing
Field study of the user experience of train ticketing (including the OV-chipkaart) of long and short distance border crossing train journeys from and to The Netherlands.
Earlier reports (2013-2014)
The usability of the OV-chipkaart
Analysis of the usability of the Dutch OV-chipkaart system in 2012, including a benchmark with the Oyster Card (London) and Octopus Card (Hong Kong).
Entree: vision for a more user-centred OV-chipkaart
Design vision for user-centred electronic payment in public transport in The Netherlands in 2019. Including a summary of the first phase of the Expertise Centre.
Making the invisible visible: visualizing traveller status
Increasing travellers` trust in electronic ticketing for public transport by making ticket information visible during the journey, on a smartcard with display or smartphone.
A user-centred open payment border
Design of a user-centred open payment border for the Dutch OV-chipkaart system, making the check-in and -out procedure faster and less troublesome.
Improving acquisition and service
Exploration of how to provide travellers with better card acquisition and activation, and with better assistance in case of questions or problems.