... improve inclusivity. The five-stage Service Design ( SD ) method, used in the financial services industry (observe, synthetise, new idea, refine, and implement), was transferred to the design of the built environment. Case 2 represents a new paradigm for an inclusive underground station. Now case 2...

... 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...

...John Harding, RIBA, MSt (Cantab), MA (Urban Design), Dip Arch BA 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...