As Southeastern rail embarked on the investment into a new rail route, they needed to develop a service vision that would provide the blueprint for an enhanced passenger experience.
Engine Service Design developed the service vision for Southeastern, detailing a series of customer-centred concepts for enhancing the passenger experience, including ticketing, platforms, trains, staff, information, and digital touchpoints.
We leveraged in-depth customer research to map the existing rail journey and develop a vision for the ideal future journey, including the innovation of several concepts as part of a phased implementation plan.
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.