Eurostar’s New Amsterdam Terminal Boarding Video
A great customer journey starts long before passengers board the train. This project focused on creating an engaging and accessible animation that helped travellers confidently navigate Eurostar's brand new Amsterdam departure lounge.
With the opening of the new terminal, passengers would be following an unfamiliar boarding process within a completely new environment.
The challenge was to reduce uncertainty, improve passenger flow and support accessibility requirements while ensuring information could be understood quickly by a diverse international audience.
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Creative Direction
Customer Communications
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Travel & Transport
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Design Team Manager
Phase 1
Pre-completion of the station
Phase 2
Post-completion of the station
My Approach
My focus was on creating a visual guide that felt simple, reassuring and easy to follow.
Rather than relying heavily on written instructions, I wanted the animation to use clear visual storytelling supported by subtitles and voiceover in both English and Dutch.
Accessibility was a key consideration throughout, ensuring the content worked for passengers using lifts, escalators and stairs, while clearly communicating safety information at every stage of the journey.
Bringing It To Life
I led the creative direction and worked closely with illustrators, copywriters and stakeholders throughout the project.
Together we developed storyboards, created a diverse set of characters and refined the content through multiple rounds of review. We conducted site visits to ensure the animation accurately reflected the real passenger journey and adapted the content as the station evolved through its phased opening.
The final animation combined illustration, motion, voiceover, subtitles and sound design into a cohesive experience that was both informative and engaging.
Impact
The video now supports thousands of passengers travelling through Amsterdam.
By clearly explaining the boarding process, it helps reduce confusion, improves passenger flow and contributes to a smoother, safer and more accessible customer experience.