HS2 Customer Community

29 September 2020

Many topics have been explored over the past two and a half years with our Customer Community – from stations of the future to autonomous vehicles. A lot of useful insight has been gathered and used to inform the design of the HS2 experience.

Across the board, the following themes ring true:

•  future passengers continue to expect a higher standard across all aspects of the HS2 journey than what they are currently experiencing on rail
• technology can enhance passengers’ journeys
• a staff presence is very important, particularly for those who might feel less confident with technology
• HS2 is expected to deliver a service that is environmentally sustainable, even though choice ultimately comes down to cost and availability
• journey personalisation is important; future passengers want HS2 to have a good understanding of their individual needs, and use this to make their journey easier and better.

HS2 October 2018 debrief (staff behaviour and workshop feedback)

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HS2 November 2018 debrief (staff uniform)

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HS2 December 2018 debrief (personas and journeys)

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HS2 January 2019 debrief (dealing with disruption)

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HS2 February 2019 debrief (getting info when travelling)

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HS2 March 2019 debrief (levels of disruption information)

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HS2 July 2019 - staff on board trains

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HS2 August 2019 - best customer experiences

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HS2 September 2019 - journey personalisation

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HS2 November 2019 - green rail travel

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HS2 December 2019 - loyalty schemes

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HS2 February 2020 - eating out

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HS2 July 2020 debrief final

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