In September and October, 25 HTM-panel members participated in a user survey regarding htm.nl. By conducting tasks and holding interviews, we gained more insight into the user experience of our journey planner, timetable pages, customer service, and webshop. The participants were selected from over 150 applications.

With this valuable feedback, we can enhance user-friendliness and appearance. For instance, we learned that the additional travel options in the journey planner are not conspicuous. During trip planning, it wasn’t always clear that the results were loading immediately. Additionally, users felt that the information about diversions and disruptions could be more organized. All ideas have been gathered and form the basis for further development in 2024.