Business Impact:
Quadrupling of orders through increased service availability and optimised process workflows.
Deutsche Bahn offers first-class passengers on ICE trains the option of ordering food and drinks directly to their seats. All passengers can view the current food and drink offerings on the digital menu on the ICE portal.
We have fundamentally optimised the digital ordering service through user-oriented service design.
The result: the service is being used more frequently. Availability has increased. Passenger satisfaction with the service has improved significantly.
Activating the ordering service and checking the galley and stock levels have been simplified. This makes the process faster and more reliable. The result: a significant increase in service availability.
The intuitive interface of the employee app provides an overview of all orders and immediately informs staff when action is required or errors occur, enabling them to respond quickly.
At-Seat Ordering: A service offering that pays off for Deutsche Bahn
The ICE portal provides travellers with an overview of current offers and a direct ordering function. This easy access was used extensively and increased monthly sales. A service offering that meets first-class expectations.
Accessible Design: Digital Accessibility for all passengers
Our user-centered design approach ensures that the digital ordering process is accessible and intuitive for all travelers. With interface design compliant with AA guidelines, we meet the highest standards of accessibility.
Starting June 2025, the Accessibility Strengthening Act (BFSG) mandates digital accessibility. With our Accessibility Check, you receive a solid analysis and concrete recommendations—for digital products that meet all requirements.
Our contribution to optimising the "At-Seat Ordering" services
With our design and consulting standard DIaaS® (Design Innovation as a Service), we combine collaborative workflows, strategic thinking, and user-centered design to create tailored, future-proof solutions.
User Research
Comprehensive identification of the needs of staff and passengers as well as existing processes to create data-driven, targeted solutions.
Practical Idea Development
Joint development and direct feasibility testing of concepts for actionable and effective solutions.
Intuitive UI Design
Design of a user-friendly interface that takes all user groups into account, including accessible use according to EU guidelines.
Iterative Prototype Testing
Continuous validation of the developed solutions through user testing and feedback loops to ensure quality.
Implementation Support
Step-by-step integration of the solutions into the ICE portal and existing IT systems to ensure a smooth rollout.
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