Enhancing Railway Operations: Introducing RTS Mobile
Initial Challenges: Gaining direct access to the end-users—machine operators who were employees of one of RTS’ clients—posed significant challenges. The client’s limited understanding of UX processes and initial reluctance to grant direct access to the operators threatened to stall the project before it even began.
- Interartive prototype backed by user research
Introduction
At RTS Solutions, I led the UX design and research for RTS Mobile, aiming to revolutionise the Daily Work Return (DWR) process within railway maintenance. This initiative was designed to replace an outdated, cumbersome paper-based system with a streamlined, digital solution, thereby enhancing efficiency and user experience for machine operators.
The Daily Work Return was a cumbersome paper-based system
Discovery Phase
Initial Challenges: Gaining direct access to the end-users—machine operators who were employees of one of RTS’ clients—posed significant challenges. The client’s limited understanding of UX processes and initial reluctance to grant direct access to the operators threatened to stall the project before it even began.
Strategic Engagement Through Surveys: To circumvent these barriers, I initiated a survey, approved by RTS' client, to indirectly connect with approximately 300 machine operators. This approach was crucial to validate our hypotheses about the existing DWR process and to gather firsthand insights from the operators themselves.
As a starting point of the discovery process, the survey data provided valuable insights
The survey process
Purpose and Execution of the Survey
The survey aimed to deeply understand the operators' daily responsibilities and challenges, covering areas such as job roles, documentation processes, scheduling, technology usage, and general feedback. Crucially, it included an option for operators to leave contact details for further engagement, which allowed us to follow up with selected individuals for more detailed discussions.
Insights Gained
From the survey responses, we identified several key inefficiencies in the DWR process:
- Inefficiency and Layout Issues: The paper-based forms were not logically organised, leading operators to fill them out backwards. Essential sections were frequently ignored due to their irrelevance.
- Digitisation Needs: Completed forms required manual digitisation by office staff, a time-consuming process complicated by often illegible handwriting.
The RTS Mobile Solution
Product Development: The insights gathered informed the development of RTS Mobile, which features prepopulated forms, logical layout adjustments, and streamlined submission processes directly integrated with RTS Work Management systems. This not only saves time on-site but also significantly reduces the errors associated with manual data entry.
A preview of RTS Mobile and the streamlined DWR process
Testing and Impact
Prototype Testing and Feedback: The prototype was tested with selected machine operators who provided feedback that directly influenced iterative improvements. Their insights were invaluable in refining the system to better meet their needs and streamline their daily workflows
The RTS Mobile project has transformed the Daily Work Return process, replacing the outdated paper system with a streamlined digital solution that enhances efficiency and user experience for machine operators.
Conclusion
The development of RTS Mobile represents a significant step towards modernising the DWR process at RTS Solutions. By leveraging indirect user engagement methods and integrating digital solutions, we have set the stage for enhanced operational efficiency and better user experiences. The ongoing testing and feedback loop continues to be a cornerstone of our development process, ensuring that the end product not only meets but exceeds the expectations of all stakeholders involved.
Future Directions
With the official launch of RTS Mobile on the horizon, continued adaptations and enhancements based on user feedback will remain pivotal. This project highlights the transformative power of UX design in overcoming industry-specific challenges and setting new standards in operational efficiency.
“The RTS Mobile project has transformed the Daily Work Return process, replacing the outdated paper system with a streamlined digital solution that enhances efficiency and user experience for machine operators.”
Machine Operator
Deep-dive title
Discovery Phase
Initial Challenges: Gaining direct access to the end-users—machine operators who were employees of one of RTS’ clients—posed significant challenges. The client’s limited understanding of UX processes and initial reluctance to grant direct access to the operators threatened to stall the project before it even began.
Strategic Engagement Through Surveys: To circumvent these barriers, I initiated a survey, approved by RTS' client, to indirectly connect with approximately 300 machine operators. This approach was crucial to validate our hypotheses about the existing DWR process and to gather firsthand insights from the operators themselves.
Purpose and Execution of the Survey
The survey aimed to deeply understand the operators' daily responsibilities and challenges, covering areas such as job roles, documentation processes, scheduling, technology usage, and general feedback. Crucially, it included an option for operators to leave contact details for further engagement, which allowed us to follow up with selected individuals for more detailed discussions.
Insights Gained
From the survey responses, we identified several key inefficiencies in the DWR process:
- Inefficiency and Layout Issues: The paper-based forms were not logically organised, leading operators to fill them out backwards. Essential sections were frequently ignored due to their irrelevance.
- Digitisation Needs: Completed forms required manual digitisation by office staff, a time-consuming process complicated by often illegible handwriting.
The RTS Mobile Solution
Product Development: The insights gathered informed the development of RTS Mobile, which features prepopulated forms, logical layout adjustments, and streamlined submission processes directly integrated with RTS Work Management systems. This not only saves time on-site but also significantly reduces the errors associated with manual data entry.
“Richard played a crucial role in transforming the Daily Work Return process at RTS Solutions. His research-led approach ensured that RTS Mobile was designed with the needs of machine operators at its core. By overcoming access challenges and gathering direct user insights, he helped shape a digital solution that significantly reduces manual errors and saves time on-site. The project has modernised an outdated system, and Richard’s leadership in UX design was instrumental in making this happen.”
Michael Jessey, Product and Development Manager — RTS Solutions
More of my projects
My recent achievements
Launched 10+ products with measurable business results.
Created a service blueprint, to reimagine employee hiring in financial services.
Contributed to a 46% revenue increase via personalized A/B testing.
Boosted conversions by 31% for Dyson’s Trade-In service.
Built a multi-brand design system with 30+ components and 360+ variants.
Reduced customer service calls by 35% with a self-service redesign.
