关于About
UK TRAIN ALERT#是在英国国家铁路运输公司（Rail Deliver Group）实习工作中经历的项目。在为期8周的时间内，我们和RDG客户体验与创新部门的研究人员就火车消息提醒的问题进行了人种志研究。
UK TRAIN ALERT# was a project I worked on during my internship with the Rail Delivery Group (RDG), the UK’s national rail transport company. Over an 8-week period, our team collaborated with RDG’s Customer Experience and Innovation department researchers to conduct an ethnographic study on the effectiveness of train alert notifications.
研究问题Research Problem
探索当前乘客的火车旅行体验意在为对准时性要求较高的乘客改善火车提醒的服务。
The goal was to explore the current passenger experience with train travel, particularly focusing on improving alert services for passengers with high punctuality demands.
人种志研究
角色扮演Role-PLAYING
研究团队分成了两组，分别制定角色扮演的计划，让对方组的志愿者进行盲测，通过对于志愿者在过程中的观察和之后的访谈推进研究。
*涉及观察和跟随来研究当前堆积因素如何影响用户在火车延误时候的心理行为，理解通勤者在遭遇火车时刻变动和晚点或者取消时候在不同时间段的反应和心态。发现关键的可以用来改善体验的机会。
The research team was divided into two groups, each devising role-play scenarios for the other group’s volunteers to blind-test. By observing volunteers during these sessions and conducting post-experience interviews, we gained valuable insights into the psychological and behavioral impact of delays on passengers. We studied how commuters react and respond to changes in train schedules, delays, or cancellations across various timeframes. This allowed us to uncover key opportunities for enhancing user experience.
访谈Interview
研究团队通过雪球抽样的方式招募了符合目标用户特征的志愿者，邀请他们来进行用户访谈，过程中设计师们想出了创新的做法，制作了toolkit更好的对志愿者进行引导。
Using a snowball sampling method, the research team recruited volunteers that matched our target user profiles. The design team developed an innovative toolkit to guide the interview process and extract deeper insights from participants.
亲和图HMW Affinity Diagram (HMW)
洞察
通过亲和图的方式，一些有趣的洞察逐步呈现出来。比如，目标用户更希望有权威的渠道通过图文方式了解到火车延误的原因。乘客在面对火车延误的时候，希望获得更好的消磨时间的方式。
Through affinity mapping, several interesting insights emerged. For example, users expressed a preference for authoritative sources delivering train delay information via a combination of text and visuals. Moreover, passengers desired better ways to spend time during delays.
画像Persona
故事版STORYBOARD
界面（部分）UI (demo)
交付设计方案之后我们遇到的挑战Challenges Faced After Delivering the Design
最大的挑战是开发资源的问题。当时的head of customer service office说我们评估了当下的资源不得不调整方案的预期，如果有更快速低成本的方案来实现会是一个好主意。于是我们重新规划了了第一版app上线必须cover的scenario和feature。
The biggest challenge we faced was the limitation of development resources. The head of customer service informed us that due to resource constraints, we had to adjust our expectations. A faster, more cost-effective solution was needed. As a result, we redefined the scenarios and features that the first version of the app would need to cover.
我们基于成本移除了一些feature，对一些比较复杂的feature进行了简化：
We simplified or removed several complex features based on cost and practicality, while still ensuring the app could deliver the essential functionality.
这段实习经历给我带来的收获和思考 Key Takeaways from This Internship
这段经历给我带来的最大收获其实是在沟通上，我自己的性格为我带来了比较强的创造力（根据belbin测试结果），但缺点是我一直以来在沟通上不够严谨，在这段时间内为我带来了很大的麻烦。整个西方思维给我的观感是生活上瞎来，工作上极为严谨。通常他们在沟通中对于“什么事情一定发生过”“什么事情可能发生过”“什么事情不太可能发生过”有明确的沟通，并且很少会使用“I think”这种主观臆断的沟通方式。“张口就来”的问题使得我给团队带来了一些困扰。
另外一个收获是设计师不应该为心中的理想状况做设计。设计师心中总是有一团火焰，但有时候设计落地是一个令人沮丧的过程，所以这实际上是一个心态的问题。这就需要我们在开始设计的时候就有一个明确的目标，我们需要为了这个目标而去努力而不是我们心中最理想的设计稿。
这应该是我人生中的第一个付诸生产的UX项目，我还记得我第一次看到实现出来的界面，不犹让我起了一句话：站在自己作品前细细打量的艺术家，无疑是世界上最幸福的人。
One of the most significant lessons I learned was about communication. According to the Belbin test, my personality leans towards creativity, but my lack of precision in communication has often caused issues. In this internship, I learned the importance of being meticulous in professional communication. In Western work culture, there’s a strong emphasis on clear distinctions in communication: what is certain, what is possible, and what is unlikely. Expressions like “I think” are avoided in favor of more concrete language.
Another takeaway is that as designers, we should not aim for the ideal solution in our minds. While designers often have a burning passion for their vision, the process of implementation can be frustrating. This requires a shift in mindset: we must design with clear objectives in mind, focusing on achievable goals rather than the most ideal design.
This was my first UX project that made it to production. I still remember the moment I first saw the interface we designed come to life. It reminded me of a saying: “The artist who stands before their own creation is undoubtedly the happiest person in the world.”