LNER is one of the UK’s leading rail operators, running high-speed services between London, the East Midlands, Yorkshire, the North East, and Scotland. Known for its commitment to customer service and innovation, LNER plays a key role in connecting communities nationwide.
With millions of passengers travelling on its network each year, frontline teams are at the heart of the experience. From station staff assisting travellers to onboard teams ensuring smooth journeys, these employees rely on timely and accurate information to provide the best possible service. But in a fast-moving environment, accessing essential details quickly is not always straightforward.
LNER saw an opportunity to improve how its staff interacted with digital tools to support their work. By elevating the employee experience and making these tools more intuitive and accessible, they could empower their teams to deliver an even better service. That's where Clearleft came in.
We partnered with LNER to explore how digital solutions could better support their front-line teams. Through in-depth user research and observational fieldwork, we identified opportunities to make information more accessible, ensuring staff could assist customers more efficiently. Our work resulted in a strategic roadmap that set out both immediate improvements and a long-term vision for LNER.
Clearleft took the time to understand the daily realities for our front-line teams. Their on-site research gave first-hand insights into our people, which remote work alone could not have achieved. This gave a solid foundation for their recommendations about how we can improve the digital experience for our front-line colleagues.
The train has officially left the station, and we are proud to have helped LNER shape a realistic and inspiring vision for the future, along with practical next steps for projects over the next 12 to 18 months. Our work uncovered valuable insights into balancing digital tools with traditional methods while striking the right balance between what is achievable and what is exciting.
To learn more about our findings and recommendations, read the full LNER case study.
