Passenger experience design


Client: Eurostar

Our role

Active Thinking worked with Resultland to conduct an audit of the passenger experience and process at Gare Du Nord and St. Pancras stations. developed an innovative passenger experience that was also beneficial to 35 different operators. Customer insight analysis, workshops, process analysis and proving trials all led to creation of a great experience. This persuaded sceptical airlines of the benefits to their operational set-up, allowing the design process to accelerate and deliver change.

Significant business benefits were achieved; including a simplified M&E solution and earlier design certainty to reduce programme risk.


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