Case Studies
Challenge
Eurostar, a leading high-speed rail service connecting the UK and mainland Europe, faced rising demand from international travelers who expected a seamless, digital-first experience.
Key issues included:
Fragmented Booking Systems – Multiple steps across web, app, and offline channels led to high drop-offs.
Operational Inefficiency – Manual processes for ticket changes, refunds, and loyalty management slowed customer service.
Traveler Expectations – Passengers demanded real-time updates, smoother check-ins, and personalized travel offers.
Scalability Needs – Eurostar needed a system to handle millions of daily users during peak seasons.
Goal
To build a next-generation digital travel platform that streamlines the booking process, improves real-time communication, and delivers a personalized, premium journey experience for passengers.
Solution
We designed and implemented a unified travel ecosystem that transformed the passenger experience:
Smart Booking Platform
Multi-device booking (web, iOS, Android) with 1-click checkout.
Integrated seat selection, upgrades, and add-ons (meals, transfers).
Real-Time Travel Assistant
AI-powered chatbot for itinerary changes, refunds, and FAQs.
Push notifications for delays, platform changes, and boarding reminders.
Loyalty & Personalization
Integrated Eurostar loyalty program.
AI-driven recommendations for offers, upgrades, and partner services.
Operational Automation
Admin dashboards for customer service teams.
Automated ticket management, cancellation, and refund workflows.
Scalable Cloud Infrastructure
Optimized to support millions of concurrent users during peak travel.
Impact / Results
The Eurostar Smart Travel Platform delivered measurable improvements:
65% increase in online bookings with a simplified journey.
40% faster response time for customer inquiries with AI chatbots.
2x boost in engagement through loyalty program integration.
Enhanced brand reputation as a tech-driven, passenger-first railway service.
Eurostar’s transformation shows how digital-first travel platforms can not only improve operational efficiency but also elevate customer satisfaction at scale.
Related Projects
A selection of additional projects that highlight my approach to solving diverse design challenges across industries and platforms.
