Envisioning the future of rail travel to make it attractive
to more people
For LNER London North Eastern Railway | Public sector | UK | 2020
CLIENT
London North Eastern Railway (LNER) is a British train operating company owned by the Department for Transport (DfT), unlike most UK train operating companies. LNER manages 12 stations itself and its trains call at 55 stations in total.
CHALLENGE
Imagining the future of railway in the next 10 years and how emerging technologies could be leveraged to enhance travellers’ experience that it creates customer loyalty and attracts new customers currently preferring travelling by car or plane. This includes working fully remotely during the Covid-19 period.
APPROACH
Within an agile team at Valtech, my role was to synthesise all the user research, ideation sessions and business analysis done since the beginning of the project and bring it all together into a service blueprint and compelling deliverables that can communicate LNER innovation strategy for the next 10 years.
SOLUTION
Based on the prioritisation of ideas co-designed during the project and the client’s need to be able to communicate to senior stakeholders the outcome of the project in a simple way, we built tailored Service Design artefacts combining a “Service Blueprint” with “the 3 horizons" model to visualise the future vision of LNER at short, medium and long terms.
process
CONFIDENTIAL
Project in progress
deliverables
CONFIDENTIAL
Project in progress
ABOUT THIS PROJECT
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