A passenger's experience (PAX) is the culmination of interactions at all touchpoints within a station's infrastructure, encompassing the entire rail journey from ticket purchase to arrival at the passengers’ destination. To successfully minimise stress for passengers and staff, managing expectations and understanding shortfalls in infrastructure could be incredibly beneficial for train operating companies. Over half of the UK railway sector's income is from passenger fares. However, delays, poor experiences, and compensation payments strain its sustainability and deter future travelling. Companies that prioritise customer experience have been shown to outperform their competition tenfold. This paper reviews passenger experience through a user-centred systems approach and considers journeys holistically rather than viewing them as an amalgamation of system requirements. The methodology broadens the understanding of systems engineering and encourages using human-centred systems engineering infrastructure design. This approach represents a shift from traditional systems engineering, focusing on technical specifications, and instead places passengers at the core of engineering and design considerations. The matrices consider journeys as multifaceted entities, adding layers to the simplified journeys identified in systems engineering principles to comprehend passenger journeys as a holistic entity rather than fragmented, separate journeys to understand how passenger dissatisfaction in one journey may impact satisfaction on a following journey. The study involves collecting user feedback, conducting ethnographic research, and using design thinking methodologies to create solutions aligned with passenger desires and expectations. This shift encourages considering customer satisfaction and contributes to the long-term sustainability of rail systems in an increasingly customer-focused world.