Nederlandse Spoorwegen.
OV-Pas Introduction Logic Modelling Service Design
01The challenge
The new OV-pas changes how the NS Flex webshop interacts with NS account data and third-party systems. Behind a seemingly simple checkout are multiple layers of complexity. Each step is shaped by user state, account data and business rules for how NS and Translink data interact.
At the same time, multiple internal teams and external parties are involved, without central guidance. Business rules and technical definitions were continuously evolving.
My challenge: turn complex system logic into screens that customers could understand and developers could build, within a project where the scope was in flux and teams were unaware of the impact their work had on each other.
02Define
Before diving into UI screens, I translated the technical and business requirements into a task model. This created a visual aid to determine which order of steps makes sense for customers, what data is needed at each moment, and where paths start to branch.
03Align
I continuously refined these logic charts to align stakeholders and development teams around one shared understanding. They connect API documentation, business decisions and frontend behaviour, making clear how the webshop should respond to each system state.
04Design
I continuously refined these logic charts to align stakeholders and development teams around one shared understanding. They connect API documentation, business decisions and frontend behaviour, making clear how the webshop should respond to each system state.
04Outcome
I continuously refined these logic charts to align stakeholders and development teams around one shared understanding. They connect API documentation, business decisions and frontend behaviour, making clear how the webshop should respond to each system state.
40+
checkout states mapped
4
teams aligned on one source of truth
100%
WCAG 2.1 AA compliance