Award Winning Performance Support
for Daily Work Assistance
Augmented Reality for Onboard Service at Deutsche Bahn
In the dynamic world of modern rail transport, efficiency is key. But how can staff working in the onboard kitchen operate safely and swiftly when faced with technical challenges and linguistic diversity? With the innovative GalleyGuide app, DB Fernverkehr AG offers a solution that not only provides technical support directly at the workplace but also sets new standards in performance support through augmented reality.
DB Fernverkehr AG transports over 400,000 passengers daily with more than 500 ICE and Intercity trains. With over 19,000 employees, it operates a dense network of more than 800 daily long-distance rail connections across Germany, linking many regions through its fleet. The focus is not only on passenger satisfaction but also on the targeted qualification of train staff to ensure confidence and competence in various situations. Rather than relying solely on traditional learning in advance, DB Fernverkehr AG embraces innovative approaches like performance support to provide direct assistance during daily work.
The onboard kitchens, with their gastronomic offerings, are a key part of the hospitality service for passengers and demand a high degree of technical skill and flexibility from staff. The variety of technical equipment, which differs depending on the train type, poses particular challenges. Additionally, technical malfunctions must often be resolved quickly and safely under difficult conditions. The increasing linguistic diversity among staff also presents new challenges for knowledge transfer and training. Traditional training methods reach their limits here, as the work environment onboard provides only limited time for instruction, and employees must be able to handle complex tasks directly at the point of need.
To meet these challenges, DB Fernverkehr AG initiated the project “Next Stop: Workflow Learning in the Onboard Restaurant” in collaboration with Know How! AG. The aim was to develop an AR app that could support employees during their work processes.
Performance Support Made Easy
The combination of device recognition and practical instructions optimizes workflows in onboard service.
Learning Needs
The project “Next Stop: Workflow Learning in the Onboard Restaurant” aimed to efficiently support DB Fernverkehr AG’s onboard staff through a modern performance support system. The focus was on improving confidence and technical problem-solving skills directly in the workplace. Through the development of the innovative GalleyGuide app, train staff were to be empowered to perform routine tasks and resolve technical issues independently and safely—regardless of the specific equipment setup in the onboard kitchens.
The primary target group includes approximately 8,000 employees, including onboard hospitality staff and train attendants who work daily with kitchen equipment or report malfunctions electronically to maintenance facilities. The initiative also involved practical trainers and qualification managers who are expected to integrate the app into training programs.
Key project goals included providing a digital tool that simplifies the operation of technical equipment, speeds up troubleshooting, and is accessible anytime and anywhere. Additionally, the app was intended to ease onboarding for new employees, enhance DB Fernverkehr AG’s appeal as an employer, and increase overall efficiency within the onboard service team.
Project Progress
The implementation of “Next Stop: Workflow Learning in the Onboard Restaurant” spanned around twelve months, starting with the selection of a suitable service provider. During this early phase, requirements for both the augmented reality app and the associated workflow learning editor were defined. This clear requirements analysis laid the foundation for successful development.
The prototype and concept phase was a key milestone. During this phase, the complete deployment concept of the AR application was tested under realistic hardware and software conditions. To ensure the app would work reliably under specific onboard conditions—such as limited internet access and varying equipment configurations—multiple onsite visits to onboard kitchens were conducted. Feedback loops with trainers and end users helped refine the concept in a targeted manner.
After the development phase, a pilot version of the app was implemented and thoroughly tested in internal groups. Alongside functional tests, comprehensive security checks—including data protection and penetration testing—were conducted to meet the stringent IT security requirements at DB Fernverkehr AG. Only after successful technical and security clearance did a multi-stage rollout begin.
The app launch started with a soft rollout, where it was made available in the internal DB store without major communication efforts. In the next phase, the app was automatically distributed to end-user devices, supported by targeted communication measures. This structured rollout allowed for gradual integration into employees’ daily workflows, with continuous feedback being collected and incorporated.
Technical support directly at the point of need: AR-based device recognition makes information available instantly—even with limited internet connectivity.
Project Results
With the GalleyGuide app, DB Fernverkehr AG developed a powerful tool for onboard staff that provides technical support directly in the workplace. The app combines an intuitive user interface with innovative augmented reality technology. A key feature is device recognition via modern image recognition software, enabling staff to access technical information and step-by-step instructions directly on their mobile devices. This not only facilitates routine tasks but also improves the ability to resolve technical issues independently and efficiently—regardless of internet availability.
The target group responded positively to the app. Shortly after launch, staff reported a significant improvement in their confidence in handling work-related tasks. The ability to resolve technical issues quickly and precisely was particularly appreciated, as was the support for everyday routines. Thanks to its user-friendly interface and clear language, the app is especially accessible to a diverse workforce with various linguistic backgrounds.
In addition to its ease of use, the app also stands out for its sustainable architecture. An integrated editor enables DB experts to continuously update and expand content. This ensures that the app remains current over time and can be flexibly adapted to new requirements, such as additional equipment or language versions.
Overall, the project not only provides essential support for onboard staff in daily operations but also enhances the efficiency and reliability of workflows on the train. Furthermore, the solution increases DB Fernverkehr AG’s appeal as an employer—particularly by supporting the onboarding of new employees.
Conclusion
The eLearning project “Next Stop: Workflow Learning in the Onboard Restaurant” illustrates how augmented reality can be used effectively to sustainably promote practical and technical competencies in the workplace. The GalleyGuide app impresses with its combination of intuitive operation, technical reliability, and hands-on support integrated directly into the employees' daily routines.
Its successful implementation demonstrates how close coordination between development and user teams can result in a solution that meets the specific demands of a dynamic work environment. The app’s continuous evolution through the built-in editor ensures it remains current and adaptable, making it capable of addressing future challenges and new requirements.
Against this backdrop, the jury of the eLearning Journal has awarded Know How! AG and DB Fernverkehr AG the eLearning AWARD 2025 in the category “Competence Development” with a focus on “Augmented Reality”. Congratulations!
Key Takeaways
Starting Point
- Varying device setups and advance learning requirements made work difficult for train staff.
- Limited flexibility of traditional (onboard) training and increasing linguistic diversity posed further challenges.
Project Goals
- Improve confidence and enable more efficient problem-solving in daily work.
- Enhance work quality, efficiency, and employer attractiveness.
Implementation
- Development of the GalleyGuide app using augmented reality and Performance Support, iteratively optimized through user feedback.
- Gradual rollout following extensive functional, security, and data protection testing.
Measurement
- Positive feedback, high acceptance, and demand for further modules.
- Observable efficiency gains and long-term relevance through updatable content.