Logirail/ Renfe
The challenge
Logirail aims to stand out by offering excellent service to Renfe Viajeros customers through a personal and outstanding CX in a highly competitive environment.
The solution
We conducted qualitative research with customers to uncover insights, pains, drivers, and motivations.
We developed customer personas, mapped their journeys, identified improvement opportunities , and, through several co-creation sessions, ideated and prioritised initiatives. y las priorizamos.
We developed all initiative and opportunity cards—both strategic and operational—and used them to design the to-be journeys for all customer personas, covering both public and commercial services, along with a detailed roadmap for implementation in an agile format.
