This project was executed for NS (Nederlandse Spoorwegen). Research was done to discover what kind of travellers visit the OV Service & Tickets shop and why they visit the shop. The OV Service & Tickets shop is a shop which can be found on ten (bigger) train stations in the Netherlands. For example in The Hague. NS provides service in the shop and sells tickets and subscriptions. Other carriers operating in the city where the shop is located are also present in the shop. This is an unique concept. Based on the outcomes of the research (22 interviews with travellers in the shop and 4 employees) a new design for the OV Service & Tickets shop was made which improves the Customer Experience in the shop. The design was build 1:1 and tested with 6 other travellers. Small changes were made based on this user test and the final design can be seen in the report and the pictures.