Network Rail, as they say, “keeps Britain moving.” The company owns and operates the entire railway infrastructure in England, Wales and Scotland. That’s 20,000 miles of track, 40,000 bridges and viaducts, and thousands of tunnels, signals, level crossings and points.
In addition to managing 18 of the largest stations in England, Scotland and Wales, Network Rail also manages rail timetabling, working with several different partners across the UK to deliver 4.5 million journeys a day for its customers.
The team at Network Rail contacted us during a period when they were undergoing the biggest and most ambitious upgrade the network had seen in more than 150 years. We helped them to similarly upgrade their website, to make it clear what they do and easier for all of their users to find the information they are looking for.
Network Rail engaged our team to help them bring their website more up to date with the main objective making it clearer what they do, especially as in the past they have often had to redirect many visitors who were confusing the company with National Rail, which provides a different service entirely!
The challenge with this site was that there are multiple different types of site visitors to Network Rail, from those looking for a career with the company to the wide range of business partners they work with, via current employees. Network Rail also wanted to communicate up-to-date news on the ongoing upgrade, and highlight their community and sustainability work.
UX. Custom Design. Theme Development. Ongoing Maintenance
Working closely with the Network Rail team, we first held a series of UX sessions, to help them to define all the different audiences who visit the site and what their user journeys would be.
We then used these “personas” to create a custom site design that made each of these journeys much more intuitive, so whether people arrive at the site looking for a job or for details of weekend works in their local area, they can quickly find the information they need. We even included an external link to National Rail Enquiries on the homepage, for all those who arrive at Network Rail looking for train times.
We have developed a strong ongoing relationship with Network Rail, and continue to provide ongoing maintenance and support for their new website.