This thesis delves into the daily experiences of commuters through the lens of service design, particularly emphasizing an ethnographic approach. Railway travel serves as the focal point of this exploration. Commencing with ethnographic interviews, the initial phase of the project aimed to gain profound insights into the daily routines of commuters. Through meticulous analysis, this study proposes new functionalities for the 'Ruter' application, offering enhanced information dissemination for commuters.

With the growing global awareness of climate change and its associated risks, the imperative to opt for greener modes of transport intensifies. Hence, this project endeavors to rectify any deficiencies in the information dissemination process for commuters. The objective is to enhance the travel experience, thereby incentivizing more individuals to opt for eco-friendly transportation options like railways. Notably, Norwegians rank 15th among railway users in Europe, underscoring the relevance of this endeavor.

This project primarily centered on design ethnography as the primary method of data collection. Design ethnography was selected for its capacity to yield extensive data and insights. Ethnographic studies encompass a blend of three fundamental methods: observation, interviewing, and participation. Over a two-week period, I engaged in observation, interviews, and participation with five seasoned commuters who regularly utilize railway services. Accompanying them on their daily commutes from home to work, I conducted interviews, made observations, and actively participated in their journey. The insights and data gained from these experiences ultimately informed the development of proposed new functionalities for the Ruter application.