Observing inclusivity in a crowded London underground station using service design methods

Accessibility is a considerable and growing issue in the design of many public buildings and vital infrastructure. This research study uses video diaries to explore how service design methods were used to observe user experiences of inclusivity within a crowded island platform station at Canary Wharf station during a November evening rush hour. Auto-ethnography is discussed as part of a broader methodological debate about how to explore and consider inclusive design issues from a user's perspective, and in the context of empathetic design. The study concludes that this method of enquiry is appropriate to investigate the movement of people within crowded underground stations and, identifies actionable insights into how spatial factors and congestion impact the mobility requirements of station users.