UX in Italy: 18 screens to buy a train ticket

I was in Cinque Terre region in north eastern Italy for a week last month. It is a UNESCO Heritage Site and I definitely recommend it, especially if you like hiking.

Part of our plan was to take trains to neighboring towns and do one-way hikes. Every time we approached the train station to buy our tickets, we ended up seeing a long line of tourists and locals queued up, waiting in 95F degree weather frustrated.

Each ticket sale through the kiosk took an average of 2.5 minutes from start to finish. To understand why, take a look at the screens I had to navigate through to get two tickets (with no mistakes, or navigating back)


Step 1. Choose your language
Step 2. Just a little warning!
Step 3. What do you want to do?
Step 4. Do you want to type your station name?
Step 5. Type your station name
Step 6. When?
Step 7. Wait for it
Step 8. All the solutions or some?
Step 9. Just checking we are still cool
Step 10. Now we know what you want to do!
Step 11. How many tickets?
Step 12. Just checking you are ready to purchase it!
Step 13. A warning
Step 14. How do you want to pay?
Step 15. Put your card in
Step 16. Let us process
Step 17. Take your card out!
Step 18. Finally take your ticket and go :)

Hopefully someone will do something about this sooner than later but if you are planning on a trip to the region and want to take the train factor in an extra 15 minutes or so, since the lines form and grow very quickly.

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