Primary Observational Research

HS2 Ltd is developing its products, services, brand and people and wants to understand how customers actually behave when interacting with the transport system, and in particular behaviours around accessibility, food/drink consumption and use of amenities, including seating and the digital offering on the train and at stations. As such, HS2 Ltd wishes to carry out a piece of ethnographic research that explores these customer behaviours in order to help develop a set of user needs to help inform key decisions in the...