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NS ProRail

Enabling connections through innovation

NS ProRail

ProRail & NS

Service Service Experiences

6 months

Rising passenger numbers and an ever increasing number of arrivals and departures can make train station platforms a stressful place. Together with ProRail and NS Dutch Railways, we developed a new transfer process for the platform to improve passenger experience.

We worked together to provide clear information for travelers, and reduce waiting times and crowding. As well as improving the passenger experience, it was also vital to prevent potentially dangerous situations and ensure efficient platforms use to reduce delays.

Carrying out research in rail stations and on train journeys, we gained valuable insights from passengers. These insights were used in co-creation workshops where we defined the main problems and possible solutions, evaluating and improving on our ideas together with relevant stakeholders.

The finished result is real-time boarding information, displayed above the platform on a 180 meter screen running the length of the platform. Passengers know in advance where the doors will be, which carriages have free seats, and where they can board with wheelchairs or bicycles.

The passenger information display’s beauty and power lies in its intuitiveness. It’s such a simple, natural solution, one wonders why it took so long.

Caroline Hummels, Eindhoven University of Technology

Pro Rail Train Illu

Keeping people informed

On the long LED screen, travelers can find all the information they need to prepare themselves for the next train:

Train position

How many carriages the train is made up of, and where it will stop along the platform

Entry points

Location of train doors, clearly marked first and second class carriages, and directions to disabled ramps


Color coding easily shows which areas are full, and where seats are still available