Deutsche Bahn offers first-class passengers on ICE trains the option to order food and drinks directly to their seat. All travelers can view the current food and drink menu via the digital menu in the ICE portal.
We fundamentally optimized the digital ordering service using user-centered service design. To do this, we automated processes and seamlessly integrated an app solution into day-to-day operations
The result: the service is used more frequently, availability has increased, customer satisfaction has improved significantly, and the number of orders has tripled—resulting in a significant boost in revenue.
The activation of the ordering service was automated, and checks on the onboard kitchen and inventory were simplified. This makes the process faster and more reliable. The result: a significant increase in service availability.
Keep track of all orders
The intuitive interface of the staff app provides an overview of all orders and informs the staff immediately of any necessary actions or errors, enabling quick responses.
At-Seat Ordering: A service offering that pays off for Deutsche Bahn
In the ICE portal, passengers get an overview of the current menu with a direct ordering function. This easy access was widely used—tripling monthly revenue. It’s a service that not only enhances comfort but also proves economically beneficial for Deutsche Bahn.
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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