Case Study: a state-owned railway company boosts innovation and customer experience with Capgemini's Design Office

Systematizing innovation at a state-owned railway company

A state-owned railway company, facing new private competition in its market, sought to become more competitive by embarking on a transformational innovation journey. To address this challenge, the organization partnered with Capgemini to leverage its Design Office framework, a structured innovation program.

Capgemini’s Design Office program generated 98 ideas, resulting in 45 proof of concepts and 21 officially launched projects. These initiatives, which included new applications for passengers and agents and an improved vending machine, led to a forecasted €10 million in additional ticket sales and 50,000 work hours saved annually. The solution from Capgemini significantly improved customer satisfaction, reduced costs, and enhanced the railway company's brand image.