The Challenge
Passenger assistance across the rail network relied on a fragmented hybrid of paper processes and legacy digital systems. This created delays, inconsistencies and risk in situations where timing is critical — particularly when trains arrive at platforms and passengers need immediate support to board.
The Rail Delivery Group needed a modern, reliable solution that worked in real-world station environments and genuinely supported both staff and disabled passengers.
Our Approach
We began with extensive research, working closely with rail assistance staff and disabled passengers through focus groups and interviews. This allowed us to deeply understand the operational pressures, accessibility needs and failure points of the existing system.
Using these insights, we designed a clear, highly usable experience optimised for speed, clarity and accessibility, ensuring staff could act confidently in time‑sensitive situations.
The Solution
We built a multi‑platform mobile application that allowed staff to quickly search for passengers, view assistance requirements and deliver support as trains arrived at stations. The app was deployed across multiple mobile platforms, ensuring compatibility with the wide range of devices used across the rail network.
The result was a simple, dependable tool that replaced manual processes and reduced friction at critical moments.
Results & Ongoing Support
Passenger Assist became a trusted operational tool used across the UK rail network. We have maintained and supported the application for five years, ensuring reliability, continuous improvement and long‑term value for both staff and passengers.