Rejsekort & Rejseplan A/S and the transport service organisations had an outdated design and a complex ordering flow. Instead, they wanted to make it easier for young people and students to order their ‘Mit Ungdomskort’ (My Youth Card). Together, we have launched a new design and user journey that has simplified the ordering flow and significantly improved the customer experience.
On behalf of the transport service organisations, Rejsekort & Rejseplan manages their online ordering system for Mit Ungdomskort, which was outdated, not mobile-optimized, and customer surveys showed that it required a disproportionate amount of effort from the users.
The old solution involved a lot of clicks, which led to cumbersome customer experiences. But now 140,000 customers can look forward to a better user journey when they order their Mit Ungdomskort.
Together with Rejsekort & Rejseplan A/S and the transport service organisations, we have launched a new design and user journey when young people and students order their Mit Ungdomskort.
Through iterative design processes, we have developed a new UX and design concept and modernised the architecture to be API-based. This has resulted in significant improvements in key functions, standardized the user experience and increased efficiency.
Mit Ungdomskort is a complex platform that handles around 140,000 Ungdomskort customers and operates across different fare areas, transport service organisations and educational institutions. In addition, Mit Ungdomskort supports card issuance on six different media, which with their different processing times and payment options contribute further to the complexity of the system – and all are elements that the order flow must be able to handle.
"The focus was radical simplification and the goal was to streamline the user experience and remove unnecessary complexities to make the ordering process as intuitive as possible and the user experience even better, especially on mobile."
Nico Thonbo Eriksen, Service owner at Rejsekort & Rejseplan A/S
We have developed a new UX and design concept, new features and a modernized API-based architecture. Through detailed wireframing and innovative concepts, Mit Ungdomskort has undergone a complete redesign that has created significant improvements in key areas, such as card ordering and period editing:
The new design is built with a responsive layout that ensures a smooth experience on both smartphones, tablets and PC.
The number of clicks needed to order a card is significantly reduced by combining steps and eliminating redundant choices.
A new and modern UI has made it easier for users to navigate and complete their order.
"Customers are very happy with the new design. Several of our first-time users find it very easy and accessible. The order only requires a few clicks to complete, and it is easy to do it from your mobile phone. Several customers who had a Mit Ungdomskort before the new design have commented that it is more user-friendly and manageable, and in Fynbus we experience fewer calls from first-time users of the system,"
Anita Pedersen, Manager of Customer Centre, FynBus
To manage the technical challenges that a redesign and improvements to user flow entails, we chose a step-by-step approach, where we gradually replaced parts of the old system with new solutions.
In practice, we built a new API on top of the existing logic so that it could work with both the old and the new solution. The new frontend, based on Vue.js, communicates with a modernised .NET Core platform, which integrates with the updated API.
The approach made it possible to launch the solution easily and securely without large data conversions or operational disruptions. At the same time, it ensured that the changes could be rolled back if necessary, minimizing risks during the transition.
"Fantastic collaboration on the project, which has been a great success. The solution works very well, and our customers and employees are very satisfied. The project was managed professionally from start to finish by Kraftvaerk and would like to give special praise for excellent project management."
- Yad O. Ismail, IT Service Manager, DSB
After the launch of the new redesign and the new user journey, Mit Ungdomskort experienced significant improvements:
Whereas the order flow used to contain 7-8 steps, today users must go through much fewer steps
The intuitive flow means users have less need for support
The users now experience a much smoother and more modern ordering process.
The redesign has created a much more user-friendly and efficient solution that meets today's need for easy and fast online ordering of Mit Ungdomskort.
"Huge praise for the new design for the Mit Ungdomskort! We have only received positive feedback from our customers, who think that the solution has become much easier to work with,"
- Altijana Avdic, Customer Center Assistant, Customer & Market and HR, Sydtrafik
Mit Ungdomskort is the transport services organisations’ common self-service portal that handles ordering etc. of Ungdomskort - an offer for young people and students on cheaper public transport.
See the new Mit Ungdomskort here.
"The process around the new design has been good. We were challenged in our approach to the site by Kraftvaerk, which had some good and different ways of looking at the ordering page, which was very cool. The interaction between RKRP, the transport service organisations and Kraftvaerk worked well with some full-day meetings and a safe progress in the project."
- Anita Pedersen, Head of Customer Center, FynBus
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