Identifying metro user experience and inclusivity gaps using service design methods

Social equity is critical to sustainability, and accessibility is a growing issue in many public buildings and vital infrastructure. However, progress towards developing inclusive solutions within the built environment is slow. This study explores how different age and gender groups of frequent commuters experience inclusivity when moving within the public circulation environments within existing underground train stations. Aims are to develop (i) a deeper understanding of the interactions that impact critical customer touchpoints along the passenger journey within existing stations, (ii) synthesise observations with literature, and (iii) new ideas that could be refined and implemented in new studies. The first three stages of the Service design (SD) methodology were transferred (observation, synthesis and new idea). Observations, elicited using a five point Likert questionnaire, probed how vertical and horizontal circulations impact the passengers experience of inclusivity in London’s ‘Tube’ stations. The synthesis led to new ideas. New proxies were created to evaluate inclusivity (comfort, security, confidence, gentleness, and awareness). Vertical Severance described the difficulty of moving within complex deep stations. This research developed the notion that improving new stations could, could address social equity and inclusivity concerns by improving the passenger experience for everyone.