Passenger Assistance

Overview

Passenger Assistance asked me to help with an app awareness campaign using QR code stickers. The goal was to provide travellers in need of assistance with a seamless way to access the Passenger Assistance app or website, enabling them to book support for their future journeys.
The campaign involved providing Train Operator Companies (TOCs) with QR code stickers to place in strategic locations within train stations, trains and staff devices.

These stickers would serve as an instant access point for passengers requiring assistance, reducing friction in the booking process.

Research & Planning

I began by looking at the users journey, identifying key touchpoints where travellers with accessibility needs would benefit most from QR code placement. Collaboration with Passenger Assistance and Train Operating Companies (TOCs) was essential in ensuring that the stickers would be visible and easy to use.

Design & Branding

Using Passenger Assistance’s brand colours and guidelines, I designed two distinct QR code stickers optimised for visibility and accessibility. The designs ensured high contrast for readability, included clear instructional text, and maintained a professional yet approachable aesthetic. It was also important that they would fit on the back of smartphones, tablets or on badges and lanyards so staff would have the code close to hand should they need it.

Implementation Guide

To support the rollout, I created a short ‘quick start’ guide for assistance staff at TOCs. This guide outlined best practices for sticker placement, usage instructions, and recommendations for incorporating the campaign into customer interactions. The goal was to ensure a smooth and effective integration into existing services.

Impact

The QR code campaign successfully improved accessibility awareness and enhanced the booking experience for assisted travel passengers. It also helped increase staff efficiency and brand awareness.
By combining thoughtful design with a user-centric approach, this project contributed to making assisted travel more inclusive and efficient for those who need it most.