How service design improves inclusivity within a new underground station

Progress towards social equity in the built environment is slow and few examples of sustainable, inclusive design transport buildings exist. The literature identifies poor experiences of inclusivity within existing stations. While there was an industry and societal desire to improve passenger experiences and inclusivity it was unclear how, when and where improvements could be achieved. This case study of a new station serving London’s Elizabeth Line at Farringdon Station showed for the first time how Service Design (SD), used in service industries, was transferred to the design of the built environment. Results show improved user experience for a typical user when travelling within the vertical and horizontal circulation system of the new station during morning and evening operations. An innovative auto-ethnographic (AE) observation method was applied, using video diaries, and a participant observer as a research instrument. The AE method identified surprising differences and similarities that identified issues with information and direction signs, seating, locations of lifts, and materials. Conclusions are that this innovative case study, which transferred SD methods during the early design stage to the Built Environment provided desirable benefits for passenger experience and inclusivity. This study could be replicated in other contexts within the built environment.