Service design consultancy for

The Rail Sector

Creating a compelling vision or idea that excites your business should not be so hard

Our Service Design System is helping rail operators and strategic rail projects in the UK create award-winning customer experiences with measurable impact.

Sector_Rail
east-west-rail Southeastern Rail Delivery Group
"Working with Engine over the last year we have built a very close and collaborative relationship, resulting in the successful delivery of a compelling piece of work."

Head of Customer Experience, HS2

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.

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.

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.

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.

Imagine what’s possible

Digital solutions that give passengers more control over their experience.

Imagine what’s possible

Digital solutions that give passengers more control over their experience.

Imagine what’s possible

Digital solutions that give passengers more control over their experience.

Imagine what’s possible

Digital solutions that give passengers more control over their experience.

Heathrow Express Premium Rail Experience Design

Heathrow Express Premium Rail Experience Design

The airport shuttle, Heathrow Express, aimed to enhance the passenger experience to boost service...

A new service standard for High-Speed 1 Rail

A new service standard for High-Speed 1 Rail

London's St Pancras International Station collaborated with the Engine Service Design Team to...

London Heathrow Airport Standards

London Heathrow Airport Standards

Heathrow Airport collaborated with the Engine Service Design Team to establish a comprehensive...

Connected Service Design

Creating remarkable experiences your customers will love requires the seamless integration of the technology, people and places that make your customer experience unique. We call this Connected Service Design.

Learn about the benefits of connected service design

CX Vision and Design

CX Vision & Design

Envision a connected customer service you can operationalise

Products-1

Products

Make an impact with a new original service and product

People-1

People

Realise your brand through your people

Places-1

Places

Envision new places and service environments

Resources

Designing valuable B2B experiences

Designing valuable B2B experiences

Business buyer expectations are exceeding those of private customers New evidence suggests that 82%...

What is customer-centricity, why is it important, and how do big brands do it?

What is customer-centricity, why is it important, and how do big brands do it?

In today’s rapidly evolving business landscape, one term has emerged as a guiding principle for...

5 tips to start your customer-centricity journey

5 tips to start your customer-centricity journey

In today's rapidly evolving business environment, where customers are in control, adopting a...

Book time with a service design expert.

Discover the transformative power of service design and unlock the full potential of your business. Get in touch with our service design experts today and start improving or innovating your services and customer experience.

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Learn about the benefits of connected service design

More Case Studies

Heathrow Express Premium Rail Experience Design

Designing a premium rail experience for a 15 minute train journey

HS1 Improving Passenger Experience

Developing a best-in-class service standard and passenger experience to sustain a number 1 positioning

London Heathrow Airport Standards

Creating the front-line service standard to deliver the 'Make Every Journey Better' ambition