The Passenger Experience Strategy works alongside the Big Picture Vision, which CCD wrote as an overarching narrative for the project to ensure that the needs of passengers are identified and prioritised through the design process.
When designing the service and experience, we used design thinking methods such as personas, journey maps and service principles to understand what the ultimate HS2 experience might look like in the eyes of the passenger.
The strategy defined passenger needs throughout their journey and set out the key service principles that HS2 would look to implement. Our ethnographic research has also identified a set of key traveller behaviours which underpin the user personas used by the project.
Images courtesy of HS2.