Transforming First Rail’s Digital Infrastructure

First Rail, part of FirstGroup’s extensive passenger transport network, moves over 345 million passengers annually across the UK. Managing four major rail franchises and an open-access service, First Rail plays a critical role in national mobility. To meet the evolving expectations of modern commuters, the company sought a technology partner to elevate its digital ecosystem and streamline the customer journey.

Our mission was to shape and deliver an intelligent digital companion. A high-performance mobile platform that simplifies ticketing, enhances real-time travel updates, and optimises user engagement—ensuring that passengers experience seamless, stress-free journeys from booking to arrival.

Delivering a Seamless, Scalable Commuter Experience

With hundreds of stations and billions of passenger miles traveled annually, First Rail required an integrated digital strategy to meet demand efficiently. We focused on three key priorities:

• Frictionless Ticketing: A faster, more intuitive purchase experience, supporting multiple payment methods like Google Pay, Apple Pay, and PayPal.
• Real-Time Travel Insights: Live updates, disruption notifications, and journey planning to enhance passenger confidence and reduce travel stress.
• Scalable Digital Infrastructure: A robust, adaptable platform designed to evolve with First Rail’s long-term vision and business needs.

By leveraging our deep expertise in transport technology, we created a mobile-first solution that aligns with First Rail’s commitment to delivering a superior passenger experience.

Optimising the Mobile Experience for Efficiency & Growth

First Rail needed more than just an app—they required an intelligent digital companion that enhances the entire commuter experience. Our approach focused on:

• Data-Driven Personalisation – Tailoring travel recommendations and notifications based on user behavior.
• Reliable, Intuitive UX – A consistent, easy-to-navigate interface across all First Rail franchises.
• Continuous Innovation – Ongoing enhancements to support evolving commuter expectations and industry advancements.

By integrating analytics-driven insights, we empowered First Rail to understand passenger behavior, optimise services, and drive increased engagement—ultimately enhancing the long-term value of its digital investments.

Measurable Results: Driving Passenger Engagement & Business Growth

The First Rail digital platform has delivered significant, quantifiable impact:

• 35.4% revenue growth in a single year, reinforcing digital ticketing as a key revenue driver.
• 50% of FirstGroup’s total ticket sales now processed through cashless transactions, powered by the app.
• 4.5-star average app rating, reflecting high user satisfaction and adoption.
• Over 1 million app downloads, demonstrating widespread user engagement.

These results highlight the success of a customer-first digital strategy, proving that seamless mobile solutions can drive both revenue and commuter satisfaction.

First Rail: a Future-Ready Digital Strategy

By transforming digital mobility into a seamless, intelligent experience, we positioned First Rail at the forefront of smart transportation, setting new standards for efficiency, reliability, and customer satisfaction.