Enhancing Railway Operations: Introducing RTS Mobile

Outcome

Tested MVP prototype with users

RTS Solutions' Daily Work Return process ran entirely on paper — cumbersome, error-prone, and dependent on office staff manually re-keying handwritten forms submitted by machine operators in the field.

RoleProduct Design and UX Research LeadClientRTS SolutionsEngagementContractSectorRail

Key Deliverables

Interactive prototype backed by user research

Introduction

At RTS Solutions, I led the UX design and research for RTS Mobile — a project to replace the Daily Work Return's outdated paper process with a streamlined digital solution for machine operators in the field.

The Daily Work Return was a cumbersome paper-based system

Discovery Phase

Getting direct access to the end users — machine operators employed by one of RTS's clients - wasn't straightforward; the client's limited familiarity with UX process made them reluctant to grant it. I worked around that by running an indirect survey, approved by the client, reaching roughly 300 operators. It surfaced clear, specific pain points: forms so poorly laid out that operators filled them in backwards, sections skipped because their purpose wasn't clear, and handwriting so inconsistent that office staff lost real time re-digitising it. Those findings directly shaped what RTS Mobile became.

The survey process

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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

RTS Mobile marks a real step toward modernising RTS Solutions' DWR process — proof that working around access constraints with the right indirect research methods can still produce a solution grounded in genuine user need. With launch on the horizon, testing and feedback will keep shaping it.

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.

More users signed up in the first 30 days

92%

Of users would recommend

Discovery in depth

Initial challenges & approach

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

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

“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.”