UX Promptly Needed: a Railway Digital Transformation Story
This series looks at the real situations where “it doesn’t work”. It would if UX were applied. Real human-centric design. Why is user experience design combined with artificial intelligence promptly needed?
The moment everything changed
Anna stepped off the intercity train at the central station, her mind already racing toward her important business meeting.
“It wasn’t until she reached her hotel that she realized her laptop bag — containing not just her computer, but crucial presentation materials and her daughter’s precious drawings — was nowhere to be found.”
The journey of every traveler’s worst nightmare had begun.
The current labyrinth
The national railway’s current lost and found system operates through scattered regional points across the country, with strict 3-day recovery windows and limited operating hours. The process requires calling specific phone numbers for different regions, with lost items being sent to designated points in major cities.
“For someone like Anna, this meant navigating a complex web of phone calls, uncertain locations, and bureaucratic procedures while her anxiety mounted.”
The reality is stark: train employees regularly inspect carriages and deliver found items to designated points, but the connection between lost items and their owners remains frustratingly analog in an increasingly digital world. Compare this to the global aviation industry, where 33.4 million bags were mishandled in 2024, yet innovative systems are emerging to tackle these challenges.
The UX revolution: a better future
Imagine if Anna’s experience unfolded differently. As she realizes her bag is missing, she opens the railway company’s mobile app and taps “Report Lost Item.” Using AI-powered image recognition, she uploads a photo of a similar bag and describes its contents. The system immediately generates a unique QR code linked to her case.
“Modern QR code systems create unique digital identities for items, with dedicated landing pages and communication channels that protect privacy while facilitating returns.”
Meanwhile, digital lost and found systems enable immediate logging with photos, real-time tracking, and instant notifications when items are found.
The technology behind the magic
The transformation wouldn’t require revolutionary technology — just intelligent application of existing tools. Centralized databases with tracking technologies, such as QR codes, offer precise item location capabilities, streamlining the recovery process. QR codes prove highly cost-effective and reliable for lost and found operations, requiring minimal infrastructure while providing maximum accessibility.
When train staff find Anna’s bag, they scan a QR code that instantly logs the item into the system, along with a photo and its location. Anna receives an immediate notification with pickup instructions. The entire process — from reporting to reunion — takes hours, not days.
Beyond luggage: the living system
This UX-centered approach extends beyond personal belongings. Modern systems incorporate user-centric design that empowers users to take control of the reporting process, minimizing frustration and encouraging proactive approaches to item recovery. The same infrastructure could handle everything from forgotten umbrellas to — yes — even lost pets, creating a comprehensive recovery ecosystem.
The ripple effect
When railways prioritize user experience, transformation extends beyond lost items. Passengers develop trust in the system, staff feel empowered with better tools, and the entire travel experience improves. Quick action and detailed information provision speed up recovery processes and improve success rates, creating positive outcomes for everyone involved.
“The technology exists. The need is clear. The only question remaining is: when will this railway choose to put passengers first?”
The call to action
The national railway stands at a crossroads. They can continue operating a fragmented, analog system that frustrates passengers and burdens staff, or they can embrace human-centered design principles that transform lost items from travel nightmares into manageable inconveniences.
The technology exists. The need is clear. The only question remaining is: when will this railway choose to put passengers first?
“With thoughtful UX design, even when things go wrong, the system is designed to make them right again.”
Anna’s story doesn’t have to end in frustration. With thoughtful UX design, it could begin with confidence — knowing that even when things go wrong, the system is designed to make them right again.
The article originally appeared on LinkedIn.
Featured image courtesy: Krystian M. Frahn.
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