Summary of recommendations to improve inclusivity service
| Stage | Observation | Recommendations |
|---|---|---|
| Arriving | Difficulty seeing the entrance | Provide external directional signage within 100 m of the entrance pointing towards the nearest entrance |
| Entering | Lifts distant from escalators promote an ‘us’ and ‘them’ division | Integrate lift and escalators in same place. Consider implementation of inclined lifts at entrances (Harding, 2024a, 2024b) |
| Ticketing | The ‘active street’ connects multiple entrances, ticketing, information and gateline providing an inclusive service for entering and continuing passengers | Develop in future stations |
| Waiting | ‘Grouping vertical circulation’ provides satisfactory waiting and seating at all levels of the station for both boarding and alighting passengers | Develop in future stations |
| Boarding | Lack of confidence in knowing the correct train to board | Provide active signage on the platform with boarding times and train destinations in a format accessible to both native and non-native language readers |
| Riding | The train car was noisy, and the voice announcements were unclear | To enhance passenger comfort and accessibility, investigate, develop new ideas, refine, and implement solutions to improve sound insulation in train cars, and provide clearer announcement systems. Develop pilot studies to assess their effectiveness |
| Alighting | Four lifts were located in desirable locations, glazed, bright, and attractive materials and usable with through doors like an airport and simple to use controls. They also deliver a quicker journey to exit compared to the escalators. And surprisingly, not used to capacity | Develop ‘nudge’ strategies such as turning off escalators during quiet times and providing live lift journey time information. Develop pilot studies to assess their effectiveness in increasing lift uptake. (Consider adding an image of a mock-up.) |
| Continuing | Exit signage causes confusion. The number of exit choices causes confusion | Provide clearer wayfinding information at the concourse level and at each decision point along the exit, potentially including maps in English at all stations. Develop further research to explore how the different quantities and placement of exits could improve wayfinding effectiveness. This could include the temporary closure of exits. Develop pilot studies to assess the effectiveness of wayfinding and accessibility |
| Stage | Observation | Recommendations |
|---|---|---|
| Arriving | Difficulty seeing the entrance | Provide external directional signage within 100 m of the entrance pointing towards the nearest entrance |
| Entering | Lifts distant from escalators promote an ‘us’ and ‘them’ division | Integrate lift and escalators in same place. Consider implementation of inclined lifts at entrances ( |
| Ticketing | The ‘active street’ connects multiple entrances, ticketing, information and gateline providing an inclusive service for entering and continuing passengers | Develop in future stations |
| Waiting | ‘Grouping vertical circulation’ provides satisfactory waiting and seating at all levels of the station for both boarding and alighting passengers | Develop in future stations |
| Boarding | Lack of confidence in knowing the correct train to board | Provide active signage on the platform with boarding times and train destinations in a format accessible to both native and non-native language readers |
| Riding | The train car was noisy, and the voice announcements were unclear | To enhance passenger comfort and accessibility, investigate, develop new ideas, refine, and implement solutions to improve sound insulation in train cars, and provide clearer announcement systems. Develop pilot studies to assess their effectiveness |
| Alighting | Four lifts were located in desirable locations, glazed, bright, and attractive materials and usable with through doors like an airport and simple to use controls. They also deliver a quicker journey to exit compared to the escalators. And surprisingly, not used to capacity | Develop ‘nudge’ strategies such as turning off escalators during quiet times and providing live lift journey time information. Develop pilot studies to assess their effectiveness in increasing lift uptake. (Consider adding an image of a mock-up.) |
| Continuing | Exit signage causes confusion. The number of exit choices causes confusion | Provide clearer wayfinding information at the concourse level and at each decision point along the exit, potentially including maps in English at all stations. Develop further research to explore how the different quantities and placement of exits could improve wayfinding effectiveness. This could include the temporary closure of exits. Develop pilot studies to assess the effectiveness of wayfinding and accessibility |
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