Southeastern Railways Passenger Experience

Developing the seamless passenger blueprint for an enhanced passenger experience.

Southeastern Railways partnered with Engine Service Design to create a service vision to enhance the passenger experience on a new rail route based on in-depth customer research.

The Challenge

As Southeastern Railways invested in 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.

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