Combating Absenteeism through XR
Traumatic incidents—from aggression to railway fatalities—lead to high absenteeism (8.1%) among NS personnel. In collaboration with the Dutch Railways (NS), we developed "Back on Track": a VR-based exposure therapy program. By simulating realistic, tiered scenarios in a safe environment, we aimed to lower the barrier for staff to return to work, breaking the cycle of staff shortages and decreased safety.
A controlled virtual environment that bridges the gap between clinical therapy and stepping back onto a real train.
The Vicious Cycle of Railway Safety
Our research highlighted a distressing trend: violent incidents against staff nearly doubled between 2020 and 2023. This increase in aggression leads to physical and psychological trauma, resulting in high absenteeism.
Connecting the Dots
We identified a vicious cycle: trauma leads to sick leave → sick leave leads to staff shortages → shortages lead to decreased safety on trains → decreased safety leads to more incidents. To break this, we focused on the most critical human bottleneck: rehabilitation.
Why VRET? Transforming Clinical Research into UX
Through literature research, we validated that Virtual Reality Exposure Therapy (VRET) is a proven method for treating PTSD and occupational trauma. The core benefit of VR is control: it allows a therapist to create a realistic environment where the user can gradually confront their fears without being in actual danger.
We designed the system with biometric stress monitoring in mind. By integrating heart-rate data, the simulation can automatically detect when a user's stress level is too high and trigger a "safety pause" with guided breathing exercises.
Gradual Exposure: The 7-Level Framework
We didn't just design one scenario; we designed a journey. The intensity increases systematically across seven levels to ensure a safe progression:
- Level 1: Routine Check – Walking through an empty train to get reacquainted with the setting.
- Level 2: Friendly Interaction – Helping a calm passenger with travel advice.
- Level 3: The Busy Train – Managing ticket checks in a crowded, but polite, environment.
- Level 4: The Rowdy Train – Dealing with noisy festival-goers and disrespect.
- Level 5: The Night Shift – Navigating through a train with unruly, intoxicated passengers.
- Level 6: Active Intervention – Breaking up a non-violent fight between two fans.
- Level 7: Critical Incident – Managing a high-stress confrontation with an aggressive passenger.
Creating a Believable Reality
For exposure therapy to work, the environment must be highly immersive. Since no high-fidelity 3D models of NS trains were available, we modeled a Dutch railway carriage from the ground up in Blender using real blueprints.
Spatial Audio
We implemented realistic soundscapes—engine hums, track vibrations, and overlapping passenger chatter—to trigger the same sensory responses as a real train.
Haptic Feedback
Using the Meta Quest's haptics and potential haptic vests, we simulated the physical sensation of train movement and interpersonal proximity.
The "Back on Track" Interface
The solution consists of two primary interfaces: the User VR Environment and the Therapist Control Panel. For the VR menu, we focused on extreme simplicity. Users returning from trauma may have a lower cognitive load capacity, so we utilized large, clear buttons and a logical progression system.
Dual-Perspective Functionality
The User: Experiences the 7-level journey, receiving supportive "nudges" like "Relax, you've got this!" and immediate access to calming exercises if heart rates spike.
The Therapist: Uses a dedicated dashboard to monitor live vital signs, view the user’s perspective in real-time, and manually adjust scenario intensity to match the user's progress.
Presenting at NS Headquarters
We presented the "Back on Track" prototype at the NS headquarters in Utrecht. The feedback from NS personnel was overwhelmingly positive, specifically praising the "human angle" of the design.
Intuitive Controls
Testing showed that even staff with zero VR experience picked up the controls within minutes, validating our "low-barrier" design approach.
Expert Validation
Former team leaders and psychologists at NS confirmed the potential value of the tool for staff who struggle with traditional "immediate return" protocols.
Project Reflection
Working on the NS case allowed me to explore the intersection of high-tech XR and deeply human needs. While the majority of digital innovation in the railway industry focuses on automation and efficiency, this project proved that using technology to support the well-being and safety of the people behind the service is equally—if not more—critical.