Västtrafik – Simplified Delay Compensation

Redesigning the compensation process from three separate forms to one adaptive flow

 

Context

Delay compensation at Västtrafik originally consisted of three separate PDF forms sent by mail. When digitized, the structure was retained: three different web forms corresponding to three separate case types in customer service’s case management system. While digitization increased applications significantly (especially during the spring 2026 snow chaos), I identified a long-term usability risk: travelers had to first determine what type of case it was, rather than starting from their actual journey and what happened.

Problem

Two of the forms were almost identical, while the third (for Öresund train tickets) was difficult to communicate clearly. Tests showed many users didn’t even know they could apply for compensation for these trips. The fundamental question became: Can we start from the journey and let the form adapt based on user answers, rather than forcing users to understand our internal case categorization?

Approach

  • Mapped the three existing forms in Miro, identifying identical, overlapping, and unique steps
  • Created a logic flow for a dynamic form based on user answers
  • Developed sketches and interactive prototype in Figma
  • Conducted tests via Maze with both external and internal participants
  • Analyzed test results and identified improvements, especially around information structure and copy
  • Anchored the concept with customer service and Team Web

Key Decisions

User-centric journey starting point

Instead of asking users to categorize their case type upfront, we let them describe their journey and what happened. The form then branches intelligently based on their answers, reducing cognitive load.

Backend structure remains intact

Customer service still receives three separate case types as before. The change was purely in the user’s path to data collection, not the organization’s process. This eliminated internal resistance.

Outcome & Impact

  • Majority of test participants preferred the merged flow over three separate forms
  • Increased awareness: many discovered they could apply for Öresund train compensation
  • Positive internal response from both Team Web and customer service

The project was launched in Västtrafik Labs, a public test environment where new concepts can be tested in real context before permanent implementation. It provided valuable insights into how delay compensation can be structured more user-centrically without disrupting internal processes, and improved internal understanding of how mental models and case logic can differ.