LNER Train App

LNER (London North Eastern Railway) operates independently from FirstGroup. The goal was to transforms LNER from just a rail operator into a trusted travel companion, reducing passenger frustration and driving deeper engagement. I was deployed as a Lead Consultant to bridge the gap.

• Led the "Triangle" Collaboration: Managed the design delivery across three parties: between the client, the internal development team, and external agency.
• Mapped the "Door-to-Door" Journey: moved beyond just "buying a ticket" to designing for the entire travel day, including station wayfinding and real-time disruption handling.
• Acted as the Lead UX/UI Consultant, owning the product definition, delivery and serving as the "source of truth" for the user experience.

• 4.9 Star Rating: achieved through user testing and continuous iteration.
• Collaborated closely with engineering to deliver features that won 'App of the Year'
• LNER serves thousands of passengers daily along the East Coast, achieving 1 million+ downloads