Customer Driven Transformation: Download the first two chapters

Southeastern Passenger Experience

Developing the seamless passenger blueprint for an enhanced passenger experience

Southeastern Passenger Experience Image

The Challenge

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.

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.

Read our privacy statement.