Lumo, the open‑access operator on the East Coast route, has upgraded its online virtual tour to improve accessibility and boost passenger confidence ahead of travel. The fully refreshed tool offers customers a detailed 360° walkthrough of Lumo’s all‑electric fleet, including recently upgraded seating and enhanced onboard features.
Developed in partnership with long‑standing 3D visualisation specialists Ocean 3D, the new platform provides an immersive experience that allows users to explore every part of the train before boarding. Lumo commissioned a full 3D remap of its fleet to improve clarity, accessibility, and ease of navigation.
More than eight million people in the UK live with anxiety, and research shows that being able to preview an unfamiliar environment can significantly reduce travel‑related stress. The tool is particularly valuable for passengers with accessibility needs, autism, or those who rely on specific onboard facilities.
Early results indicate strong demand: the upgraded tour increased visitor numbers by 49% in its first month, building on the 14,200 users who engaged with the previous version.
Jen Clare, Service Delivery Director at Lumo, said:
“Supporting everyone in the community who uses our rail services is extremely important. We want every customer to feel welcome and reassured when they choose a Lumo journey.
“Whether it’s helping people who have anxiety or accessibility needs or just providing an interesting tool for other customers to explore, we were keen to upgrade our 3D visual mapping and ensure the capability is there for people to explore our trains.”
Ocean 3D Director Chris Wood added:
“I started Ocean 3D in 2018 with the aim of making the world more accessible, one space at a time, using technology that most people already have in their pocket. There’s no app to download and no specialist equipment required.”
He emphasised the significance of 3D mapping for accessibility:
“Transport, and rail in particular, is an ideal environment for this approach. We’d supported Lumo previously, but with onboard upgrades and advances in the technology it was the right time to reshoot.”
Wood also highlighted personal motivations behind the project:
“I have a military reserve background and understand the challenges people with PTSD and anxiety can face, and both Paul Barker and I also have close lived experience of SEND within our families. That means this work is personal for us.”
He concluded:
“If giving people the chance to familiarise themselves in advance helps them feel more confident about taking a journey on Lumo, then the technology is doing exactly what it’s meant to do. It was a pleasure working with a Lumo team who were so supportive and engaged throughout.”
The launch follows a strong year for Lumo, which achieved one of the top three places in the nationwide rail customer experience survey published in December 2025.
Image credit: Lumo
