London’s St Pancras International Station has been recognised as the UK’s number one station since it re-opened. To sustain this market-leading position in the face of growing demand, it was essential to maintain service levels for High Speed 1 (the high-speed rail service operating out of St Pancras). To achieve this, the Engine Service Design Team researched best-in-class practice from other large transport hubs such as airports, retail spaces and stations and developed the standard to support the delivery of existing operational agreements and measures.
Ultimately, we developed a common service standard, encompassing all areas at St Pancras station where customers interacted with facilities and services, providing an experience based on what customers and passengers valued most.
Identify the difference between what you do today and what your future customers don’t yet know they need. Reimagine the future.
Unlock new value by imagining, designing and piloting services and experiences your colleagues are inspired to deliver and your customers will love.
Mobilise your organisation with a plan to change, build or buy what’s needed to deliver new services and experiences.
When legacy issues and disjointed ways of working are impacting your customer experience and critical metrics, you need a trusted partner to guide you.
When you need to think differently to stay ahead, but you’re unsure how to differentiate your customer experience, you need a trusted partner to guide you.
How design-led companies get more of the right services to market faster
With this book, the authors show you how to instil an outside-in approach to strategy; moving away from a management approach that’s technology, marketing or resource optimization-led, to one that is customer-inspired and experimental with innovation.