West Midlands Trains
Making change feel personal.
The starting point.
New presentation standards needed more than a rulebook. West Midlands Trains wanted colleagues to understand the thinking behind the change and see its relevance to their own roles and the passenger experience.
Research grounded in context.
Research into uniform, first impressions and workplace psychology informed the communications. Real colleagues featured in photography, while the messages explained the personal benefit alongside the organisational expectation.
Making the evidence useful.
Delivery spanned pocket guides, posters and intranet content. The induction was also refreshed with two animated presentations, a six-minute video and a managing director’s message.
A clearer way forward.
A leadership communication toolkit helped maintain a consistent tone across channels. The work connected presentation standards, induction and everyday communication into a more coherent colleague experience.
What could we
help you move forward?
Explore your priorities in a free, friendly 30-minute initial consultation.