Eurostar’s new UK terminal boarding video

Helping passengers board with confidence: an engaging animation that makes navigating Eurostar’s new Amsterdam station smooth, safe, and accessible for all.

With the launch of the newly completed Eurostar departure lounge in Amsterdam (early 2025), the team needed a clear, multilingual visual guide to help passengers — including those with accessibility needs — understand the boarding process in real time. The aim was to reduce confusion, improve flow, and enhance the overall customer experience.

I led the creative direction and oversaw the end-to-end process — from concept to screen — ensuring the final video communicated the journey clearly, while staying aligned with Eurostar’s brand and accessibility standards. My approach centred on user empathy, inclusive storytelling, and visual clarity.

We began with on-site visits to map the real passenger journey, identifying key decision points and potential confusion zones. I collaborated with talented in-house illustrators to storyboard and create diverse, friendly characters to reflect our wide passenger base. Working closely with copywriters, we crafted clear English and Dutch messaging for subtitles and voiceover, using a Eurostar employee’s voice to keep it familiar and human. Background music and sound cues added further guidance and engagement.

The animation was developed in two phases — one for pre-completion of the station, and a second once construction was finished, incorporating alternate routes for lift, escalator, or stairs. We presented each version to stakeholders to ensure alignment and compliance with safety and accessibility standards