Speaker: Pieter Diepenmaat, Lead Designer at NS

Early next year, millions of passengers will switch from the OV-chipkaart to the OV-pas, and this change involves more than just the card itself. Take the ‘balance-checking’ passenger: they check their balance at the ticket barrier, but with the OV-pas, that moment will disappear. What do you do as a designer when your users’ most important touchpoint disappears?

Pieter Diepenmaat, as lead designer at NS, is helping to shape the passenger experience with the OV-pas. Using the ‘balance traveller’ as an example, he takes you through this public transport-wide project. He talks about research into unconscious routines and a multi-touchpoint prototype involving the pass, journeys and a letter on the doormat. You’ll learn how to shift a technically driven project to focus on the traveller and how to guide people towards new habits without forgetting the 15 per cent who can’t keep up.

An honest behind-the-scenes look, right in the middle of the transition. Will passengers soon be choosing the app or the ticket machine?

This event will take place OFFLINE only on Wednesday 2 September 2026.

This gathering will be held at Se7en restaurant. You are warmly welcome to join us for a pre-event dinner from 6.00 pm to 7.30 pm (at your own expense, €25 payable on arrival); please indicate your attendance at least three days in advance when registering. Attendance at the lecture is free for members and €5.00 for non-members, from 7.30 pm until approximately 9 pm.