SNCF
"Car by TER"
Mission
SNCF has begun a project to harmonize and standardize its regular bus services to ramp up its offering in response to expectations and new powers for the regional governments.
SNCF wanted to implement a service design approach with the aim of creating bus services closer to users’ needs and of making changes within SNCF to better integrate bus services.
SNCF wanted to implement a service design approach with the aim of creating bus services closer to users’ needs and of making changes within SNCF to better integrate bus services.
SNCF commissioned Yellow Window to design the services, hinging the project around immersion-based ethnographic observations in two regions (Grand Est and AURA) and co-design workshops involving multiple SNCF TER stakeholders, drivers and users.
2017
Result
Following observations and co-design workshops, Yellow Window established the fundamentals of the “CAR by TER” service: a door-to-door service providing an easy, effective, welcoming service for passengers. The Car by Ter service has been designed as a homogeneous, high-quality overall undertaking, taking care of users on every stage of their journey, even before departure as they prepare their route; when they go to the bus station; during the bus journey and after arrival at their destination to prepare their return.
Yellow Window has created a virtual demonstrator, a presentation film of the passenger experience, and solutions for proposed services to allow SNCF to communicate the results to the regional authorities convincingly and attractively.
