Reports

08/30/17

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.

Analysis report

Design report

05/01/16

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.

Report

09/20/16

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.

Analysis report

Design report

09/09/16

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.

Analysis report

Design report

06/01/17

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.

Report (ENG)

Report (NL)

07/15/16

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.

Analysis report

Design report

06/01/16

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.

Report

Earlier reports (2013-2014)

03/15/13

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).

Report

02/14/14

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.

Report (ENG)

Report (NL)

09/27/13

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.

Report

11/22/13

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.

Report

06/21/13

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.

Report