Leading the design as part of the core team at The Trainline, working on the desktop web and mobile web team on a full end to end redesign, while also unifying the design to move towards a responsive solution, as opposed to two websites as it was when I joined.


Through customer research and data points, I identified various problem statements with the website and flows, and looked to tackle each problem statement one at a time, which would level up to a complete redesign.


Example of one problem statement:

Customers don’t feel confident with the journey they have selected before they enter what they perceive as the checkout, they feel pressured into committing too early.


Below you will find a summary of two features that were launched during my time at The Trainline. Each and every new feature went through a typical double design process, with research and multi variant testing providing valuable insights and directive on how to solve the problems identified.


Clarity on selected trip

Problem

Customer does not understand which trip is preselected on the search results page or where to find full journey summary


Objective

Design solution and results

Journey summary and running total

Problem

Customer does not understand at the point of selecting their trip for purchase, which trip they have in fact selected, or what the running total is for said trip. Causing drop off, customers clicking back and forth to “re-select” or just choosing to exit at payment screen


Objective

Design solution and results