Week 10, Reflections on my internship and what’s next for me!

my time working for ScotRail has given me a unique perspective into large service providers in Scotland

I’ve spent some time this morning writing a list of everything I’ve done over the last 10 weeks, and I have surprised myself by how much I have achieved!

My main project has been redesigning the ScotRail website’s customer support pages, which also meant the creation of a new webpage and online application form for refunds, and a review and redesign of the assisted travel reservation process.

One of my biggest achievements during my internship was organising and attending a meeting with a sub-contractor, to investigate their processes and what that means for ScotRail’s customers. The insights from this meeting led me to re-design their process, working with them collaboratively to come up with a solution that reduces costs for ScotRail and improves customer experience.

I also conducted several customer experience analyses of stations, services, and parts of the website and mobile app.

I was also lucky enough to get to visit a maintenance depot, which was organised by a fellow scholar, where I got to walk underneath a train!  One of my most fun days was taking part in the eXpress service’s class 385 trains’ birthday party, where we had on-train entertainment for children, and birthday cake in the stations!

 After having lived abroad for two years, it was a massive bonus having a ScotRail travel pass, which meant that I have been able to spend lots of weekends at home in Aberdeenshire throughout the summer. Although the Saltire scheme offers many exciting opportunities for internships abroad, this perk of my internship at ScotRail has made interning in Scotland particularly worthwhile.

Another big achievement has been writing a blog post every single week! I hope you have enjoyed them. I also keep a blog at bethanycheyne.com if you’d like to keep reading what I get up to.

 What’s next for me is getting back to my studies at Glasgow School of Art on Monday! It’s been an incredibly busy summer, moving straight from Design School in Paris, to ScotRail and back to GSA with hardly a moment to catch my breath but I’m excited to get back into my studies with the new perspective I’ve gained from working for such a complex service provider as ScotRail. This semester I will be working with Glasgow City Council as part of a team of designers, and I feel that my time working for ScotRail has given me a unique perspective into large service providers in Scotland, which should come in useful for this project.

After I have completed my master’s degree who knows what will be next! I’m looking forward to making the transition from full time education to the world of work, and I’m sure my time as a Saltire Scholar will serve me well taking the first steps to build my career.

I’d like to add a big thank you to the Saltire team for enabling me to participate in this placement and to my colleagues at ScotRail, it’s been brilliant.