Mapping the passenger journey for a railway operator (2018)

All companies in the railway industry, in particular operators, face the challenge to strengthen their competitive position on the railway market. Therefore, it is important to improve their revenue base and their market perception.

We carried out detailed mapping and diagnostics of the passenger journey for one of the railway operators offering services in Poland. We defined bottlenecks in service provision (in operational, commercial and organizational terms), we identified areas where quick wins can be achieved (eg new services, products, redefinition of existing ones) and areas requiring a strategic approach (eg development of service packages, potential strategic alliances with other service providers, etc.). We developed three specific concepts for new services which will positively influence the revenue base of the operator, its image and perception of the entire region.

Tools / techniques used:

shadowing, observation, SSI interviews, service safari, journey visualization

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