Challenge
How can rail passengers in Belgium benefit from simpler, smoother intermodal journeys?
In just five days, we worked with SNCB’s innovation team in an intensive Design Sprint to better understand user expectations and propose concrete solutions to improve journeys that combine different modes of transport.
This multidisciplinary sprint made it possible to:
- Identify the main friction points in the current travel experience.
- Explore intermodal user journeys within a “phygital” (physical + digital) approach, from web navigation to station signage.
- Design and prototype an interactive tool that addresses SNCB’s strategic objectives for improving passenger experience.
Our collaboration with Agifly was part of a service design trajectory for our intermodal strategy. What I appreciated most was the excellent collaboration with agifly
Free Boulembercq
Innovation Project Manager at NMBS
Expertise
Nous avons conçu et développé un site web complet pour l’initiative « Table de Terroir » de l’APAQ-W. Les principales fonctionnalités du site incluent :
🔍 User Research
Identifying personas, mapping user journeys, and conducting qualitative interviews to capture real passenger needs.
💡 Strategic Framing
Defining intermodality challenges and setting priorities to generate concrete, solution-oriented ideas.
🧩 Interactive Prototyping
Building a high-fidelity prototype to visualise and test the proposed intermodal passenger experience.
🔄 User Testing
Validating concepts with real users to gather feedback and refine solutions rapidly.
Impact
This Design Sprint enabled SNCB to:
- Gain agility in addressing complex challenges with a structured and efficient approach.
- Launch a concrete strategic reflection on intermodality.
- Identify gaps in current website navigation and station signage.
- Rapidly test tangible solutions with real passengers.
- Feed the internal innovation roadmap with clear, actionable results.
Other Projects
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From complex platforms to elegant websites, dive into more projects that showcase our approach and results.
