Logirail Renfe
Designing the passenger experience at Renfe through station service with Logirail
Understanding what passengers go through to improve their journey experience
Logirail's challenge was to improve the passenger experience with Renfe within the demanding context of public service. To do this, we conducted qualitative research with customers through a series of focus groups, with the goal of identifying pain points across the entire journey — before, during, and after travel — for both commuter and high-speed rail services.
From this work, we defined customer profiles and their journeys, which revealed opportunities for improvement across the full experience. Those opportunities were then explored in in-person co-creation sessions with key people across the organization, where teams came up with initiatives and prioritized them based on impact and feasibility.
The outcome was a set of initiative and opportunity briefs — both strategic and operational — used to map out future journeys for each customer archetype across public and commercial services, alongside a detailed implementation roadmap designed for agile delivery by the internal team.
