Pandemic resistant and resilient customer experiences

The Covid-19 pandemic divided populations into those that travel to work on public transport and those that don't. The reality is, many don't feel safe, so as we slowly transition to living with the virus (and others that may follow) it's essential to 'pandemic-proof' our public transport networks. Doing so requires us to understand how to design for different customer and colleague behaviours and expand the definition of contactless travel.

Designing for an integrated rail and multimodal network

At Engine Service Design we work with mobility providers, rail operators and strategic rail projects across the UK to reimagine end-to-end and integrated travel experiences. We guide transport operators in the design of improvements to the customer experience and new service standards. We work as service design partners to strategic rail projects, anticipating and designing for future technologies and the changing expectations of travelling passengers.

Innovating the rail customer experience with data

Operational systems generate a lot of data, and importantly, so do passengers. Today, the step changes in network management and the experience for travelling passengers come from integrated, innovative uses of data and critically, data standards. As the availability of data advances, so does the potential for service improvement and new revenue sources.

Imagine what’s possible:

• Step-back and look again at your customers' end-to-end experience and spot opportunities to design-out the pain-points and design-in excellent service and revenue-earning services.
• New data set combinations, applications and interfaces that give your frontline teams service superpowers, whilst enabling more customers to self-serve.
• Surfacing more accurate and real-time information to deliver step-changes in transport accessibility for customers with particular needs.
• Your business as an integrated, multimodal operator, providing (or partnering) to own point-to-point customer journeys.
• A customer-centred business that combines engineering excellence with a customer service culture; one that's equipped with the skills and tools to innovate and continuously improve the customer experience.