LichtBahn — Simplifying Station Light Reporting
LichtBahn is a concept for simplifying station lighting issue reporting in Berlin S-Bahn stations using QR codes, SMS, and AI-assisted phone reporting — focused on reducing reporting friction, improving accessibility, and enabling fast public issue reporting for commuters in motion.
Role
UX · Service Designer
Type
Concept Project
Channels
QR · SMS · AI Call
Tools
Lovable
The Problem
S-Bahn Berlin provides reporting channels for infrastructure issues, but the experience is not designed for commuters in motion. Passengers notice broken lights while moving through stations — not while searching through long forms or hotline systems
In many cases, passengers either need to search for an online reporting form or call a hotline while commuting, creating enough friction that issues are often left unreported. The solution had to work within low-attention, fast-moving commuter environments.
"The reporting process was designed for office time, not commuting time."
For passengers
Reporting takes 5+ minutes via hotline or web form — too much friction mid-commute.
For operators
Issues stay unreported for days. Maintenance can't prioritise what they don't know about.
Accessibility gap
Existing channels require internet access, fluent German, and enough time to navigate a form.
Low report completion
Most passengers abandon the process before submitting — the intent is there, but the path is too long.
Commuter Context
Commuters operate in short attention windows. Reporting a broken station light competes with movement, time pressure, noise, and navigation through crowded stations.
Time pressure
Seconds between trains and platforms.
Crowd & noise
Busy platforms limit focus and attention.
Low attention
Phone already in use for navigation or music.
Existing Journey Friction
The current reporting options are difficult to use in fast-moving commuter situations.
Passengers either need to search for an online reporting form or call a hotline while commuting — both requiring more time and attention than most commuters can realistically give.
Current reporting situation
Notice broken light
Look for reporting option
Search form or call hotline
Too time-consuming during commute
Issue often goes unreported
The Solution
Three reporting channels — each designed for a different commuter situation. All take under 30 seconds.
This is an AI-generated portfolio mockup and not a real service of the Berlin S-Bahn
QR Code
Scan at the platform. Location pre-filled. Tap submit.
SMS
Text a short description. No app, no login required.
AI Hotline
Call a number. AI asks 2 questions. Report logged instantly.
How It Works
A single report from a commuter triggers a chain from input to maintenance assignment — automatically, with no manual routing required.
Service flow
Passenger
QR / SMS / Call
AI Processing
Dashboard
Maintenance
LichtBahn — full service flow from report to maintenance resolution · click to expand
Key Design Decisions
Designed for movement, not desk usage
Every channel was validated against a single constraint: can a commuter complete this in 30 seconds while walking?
No app download required
SMS and AI hotline require zero installation. QR opens a mobile web form — no download barrier.
Reporting under 30 seconds
If a step added more than 5 seconds of effort, it was removed or pre-filled from context.
Multiple accessibility-friendly channels
Three input methods cover different users: visual, text-based, and voice — without requiring digital fluency.
Minimal interaction steps
QR codes are station-specific — the hardest question ("where exactly?") is answered before the user opens the form.
Service Ecosystem
LichtBahn connects commuters directly to maintenance workflows through a lightweight AI layer — removing the operator bottleneck from the reporting chain.
- Commuters — report via QR / SMS / Call
- AI Reporting System — parses, categorises, routes
- Maintenance Dashboard — issue tracking & assignment
- S-Bahn Operators — oversight & prioritisation
- Maintenance Teams — on-site issue resolution
- Data & Monitoring — recurring issue detection
UI Showcase
Key screens from the LichtBahn reporting interface.
Potential Public Impact
Faster infrastructure issue reporting across S-Bahn stations
Reduced reporting friction for everyday commuters
Improved visibility of station maintenance issues for operators
More accessible public-service communication for all users
Increased likelihood of commuter participation in civic reporting
Future Opportunities
LichtBahn establishes a reporting infrastructure that could expand beyond lighting to a broader civic maintenance system.
Multilingual reporting
AI handles reports in multiple languages automatically.
Accessibility issue reporting
Lifts, ramps, and tactile paths added to scope.
Vandalism reporting
Extend the same channel to graffiti and damage reports.
City maintenance integration
Connect to Berlin's broader infrastructure maintenance systems.
Real-time infrastructure monitoring
Aggregate report data to identify recurring problem areas and prioritise proactive maintenance.
