The Challenge

Heathrow Express (HEX) wanted to understand how they could improve the passenger experience and increase the volume of passengers choosing to utilise the shuttle service between London Paddington Station and Heathrow Airport. The Engine Service Design team completed an in-depth, qualitative passenger research study, including interviews with passengers travelling to and from the airport, and shadowing passengers onboard to develop a series of service and customer experience design recommendations, encompassing both short and mid-term improvements.