Enhancing Accessibility for Interrail's app and website

From June to August 2024, I undertook a project as a freelance UX Researcher specializing in accessibility for Eurail (mother brand of Interrail). The primary objective was to make Interrail's website and app compliant with WCAG level AA, ensuring that train travel becomes accessible for everyone. This project involved conducting in-depth research to understand the challenges faced by European users with disabilities and providing actionable recommendations to improve the user experience.

The project began with drafting a research script in collaboration with Eurail, focusing on tasks that users typically perform on the website and app. My role included leading and conducting interviews with participants who had visual, motor, auditory impairments or low literacy skills. These interviews were held both in-person at Eurail’s office in Utrecht and online, depending on the participants' convenience.

The participants, recruited through Eurail’s community and externally, used their own devices to interact with the website and app. This approach ensured that the findings were reflective of real-world usage. The interviews aimed to uncover specific accessibility issues and gather firsthand insights into the user experience.

The research revealed several critical accessibility challenges that users with disabilities face when using Interrails's digital platforms. Participants encountered difficulties with navigation, input fields, and interactive elements, which were not always accessible or user-friendly. These issues highlighted the need for better screen reader support, improved focus order, and more intuitive design elements.

Additionally, the onboarding process for the app was found to be unclear and not accommodating for users with disabilities. Participants struggled with understanding the steps required to activate passes and complete essential tasks, indicating a need for a more streamlined and accessible user journey.

Based on the findings, I provided a comprehensive report with WCAG specific advise and detailed recommendations. Additionally, I created video snippets highlighting critical moments from the interviews to support the findings and recommendations.

This project underscored the importance of involving users with disabilities in the design process to create truly inclusive digital experiences. By addressing the identified issues, Eurail can significantly enhance the accessibility of its website and app, making train travel more inclusive for all users.