During peak times, a Eurostar train leaves the station every 20′. With up to 885 passengers per train, security and border checkpoints may not be able to cope with the flow. This project aimed at reducing the bottlenecks whilst the capacity of the train terminal was increased through structural works.

A discussion guide structured interviews with subject matter experts.

Observing the tools and business systems helped understand the workflow and the data used by the team on a daily basis.

Using historical data, the solution predicts when the bottlenecks will occur, and for which trains the recommended arrival time should be increased from 30′ to 45′ or 60′.

Terminal Duty Managers would only have to validate the prediction made by the software, which will then dynamically change the recommended arrival time for the trains leaving at peak times. These recommended arrival times are factored on the tickets before they go on sale via the Website, App ticket offices and third party re-sellers.

The first iterations of the interface interaction design, shared and discussed with end users and stakeholders.

The wireframes were articulated into a prototype for demonstrations and feedback.

The proof of concept was successfully deployed on a busy holiday weekend: ‘Standard’ tickets for trains running at peak time displayed an earlier recommended arrival time at the station in order to spread the passengers’ flow.

The spread of travellers’ arrival at the station eased the peaks, and addressed the bottlenecks at check in.

Client: Eurostar

Brief: Design a solution to alleviate bottlenecks at check-in during peak times.

Role: Lead user experience designer

• Research planning
• Data collection: interviews, contextual enquiry
• Concept origination
• Axure prototype
• User testing