Arrival and interchange - d3cez36w5wymxj.cloudfront.net · personalised connection information: 'Mr Bloggs we are now ... please exit the train and turn left, take the bridge to platform

1Arrival and interchange

Arrival and interchangeInsights from HS2 online panel


Task 19, posted 12/09/2014

Task: • We'd like you to imagine that you're travelling on a HS2 train and

are going to need to make a connection to another train very quickly. You haven't made this connection before.

• What would help you to find and get to your next train quickly and easily?

NOTE ON CONNECTIONS

•As seen in the previous task, connections are a key stress point.•Even the anticipation of a connection can cause stress. •Many journeys do not involve connections but, perhaps due to the emotiveness of this topic, response rates on this task were high (85%).


Making connections easy

• There is a strong expectation that HS2 passengers will be able to prepare for their connections with personalised information provided on the train. This could be via mobile phone apps or interactive screens at seats or by doors.

• Other suggested ideas were colour coded routes, lights or arrows showing the way to specific platforms; printed maps; train and platform announcements; clear signs and staff to ask for information or help with bags.

Common questions when changing trains

• Which platform is my onward train leaving from?• Where are the nearest lifts or escalators?• What is the quickest route to my onward train?• How much time do I have and is my connection on time?• Is this the correct train (on reaching departure platform)?• Where are the nearest facilities (toilet, baby change)?

Common questions when changing trains

• Which platform is my onward train leaving from?• Where are the nearest lifts or escalators?• What is the quickest route to my onward train?• How much time do I have and is my connection on time?• Is this the correct train (on reaching departure platform)?• Where are the nearest facilities (toilet, baby change)?


Use smarter technology

• Personalised projected arrows could guide passengers to their connection: http://www.fastcodesign.com/1669110/never-lost-mit-creates-wayfinding-arrows-projected-from-your-cellphone

WATCH VIDEO HERE


Ideas in detail

“If a lot of people are changing from one main line to another, glowing arrows lighting up the platform that you follow to the other train - a bit like the lines you follow in some hospitals

on the floor.” (Business, Liverpool, 41-50)

“A lighted route on the concourse - with verbal instructions over an intercom and a

screen with the destination, time to departure and platform number in the colour

of the route.” (Business, London, 51-60)

“Information on the train telling you which platform, if you have to take stairs, lift and giving you clear verbal and pictorial

instructions of your route to that platform on a screen dedicated to your seat.” (Business, Leeds, 61-70)

“If the windows or wall panels were made of Google glass you could intelligently interact with them while on the train to track the platform your train is arriving on, which you need to get to

and the quickest way to get there along with train times delays.”(Commuting, Nottingham, 41-50)

“A screen on the train wall or in the seat in front of you that has personalised connection information: 'Mr Bloggs we are now

arriving at Birmingham, please exit the train and turn left, take the bridge to platform two and await your train to Sandwell. The

train will depart at 9:40, giving you time for a coffee at Cafe HS2, located on platform 1.’” (Business, Nottingham, 31-40)

“An interactive system users can log into via their tablets, phones, apple watches or through screens at their seats or in the station. It will show passengers where their platform is and

close by conveniences as well as departure times for connecting trains and buses.” (Commuting, Manchester, 18-30)

“People making the exchange in the same carriage, which detaches from one train and attaches to another or moveable seats that go from one train to another via a conveyor belt? Or flashing lights and voice prompts

through my smart phone telling me when to turn.” (Business, Birmingham, 18-30)

Apps and interactive screensFloor lighting and arrows

Connecting carriages


Build quick connections into design

PLATFORM PLANNING•Common connections on adjacent or close platforms.•Popular routes clearly marked (signs/ floor markings).

GREATER FLEXIBILITY •Onward trains held if connecting train is late.•Flexibility to catch different train if connection missed.

CROWD MANAGEMENT•Controlled passenger flow to reduce obstructions:

• “Traffic” lanes as with roads.• Separate doors for boarding or disembarking.

“The layout of the station really needs to be well thought out. Where there are common connecting trains

why not automatically be on the other side of the platform? I don't really want to walk more than a minute to my connecting train.”

(Commuting, Manchester, 18-30)

“Clear lanes like on roads would be a personal preference, that way you

don’t have to dodge people.”(Leisure, Newcastle, 31-40)

“Since our rail network does not operate to clockwork precision I am

always amazed at the inability of staff to exercise discretion and judgement in holding this train for a few minutes. Surely they know the arriving train is

late but imminently due and that a fair number of passengers want to make the onward connection?” (Business,

Birmingham, 51-60)


Overcoming train delays

• The general consensus was passengers should not have to pay again when train delays cause missed connections. They should be able to book a seat on another train via a HS2 app – some even thought this should happen automatically.

“It would be useful for an app to automatically book you a seat on the next available service if

you should miss the train.”(Leisure, Nottingham, 31-40)

“If the system has all our details and live updating, why not let it take the pain by giving us the option of booking

an alternative journey if we are going to miss our connection? This could be incorporated into an app so

that if the worst has happened, the app offers an alternative journey with a simple "yes/no" icon to book and reserve a seat. At the carrier's expense, of course,

since their lateness caused the missed connection.”(Leisure, Glasgow, 51-60)

“If a train is delayed or the connection time is insufficient, passengers should not be penalised. We should be able to access information regarding the

next connection and allowed to continue our journey without having to buy an expensive replacement

ticket.” (Leisure, Nottingham, 41-50)

“If you missed the connection through no fault of your own, you should be able to easily know where and when you could get the next train. You should not have to pay for another ticket.”

(Leisure, Birmingham, 51-60)

Task: Throughout the next month, we’d like you to film short videos of yourself whilst

undertaking journeys by train. Ideally we’d like you to pick a few different journeys,

potentially :

• One journey that you do regularly, or have done before (for example, your commute)

• 2-3 journeys that you haven’t done before

On each journey, we’d like you to film a few clips about what you’re experiencing, and

how you’re feeling (Relaxed/ stressed? Safe/unsafe? Excited/bored?) at each stage.

We’re particularly interested in the boarding process (getting onto the train and getting

to your seat), but we’d also like you to film clips at other stages as well. Sometimes it

may be more appropriate to take a photo than film a clip – please see the attached

notes for guidance on this.

For those of you who live in London, we’d be particularly interested in hearing about

any journeys where you interact with the ‘platform doors’ on the Jubilee line (which can

be found at Westminster, Waterloo, Southwark, London Bridge, Bermondsey, Canada

Water, Canary Wharf and North Greenwich). If you don’t travel through any of these

Jubilee stations normally, we’d love you to pop down to one of these stations at some

point and give us some feedback on your experience.

Task 47, posted 05/06/2015

Arrival and Interchange Year two8

When the journeys did go well (or as

expected), the panel felt satisfied rather

than particularly positive.

“We then went to the platform

and I thought I would buy a

magazine but the small shop

only sold food. I was a bit

annoyed as I was stuck getting

the slow train with no

entertainment.”

(Commuter, Sheffield, 18-30)

Throughout their different journeys, the panel

experienced varying emotions

Emotions fell into 2 main categories of negative and satisfied:

“This turned out to be a

pretty stress-free journey,

with no major problems.”

(Leisure, Nottingham, 41-

50)

Many of the negative emotions arose

when very simple parts of the journey

did not go as expected.

Actively positive emotions were rare, and typically as a result of an

experience above expectations rather than meeting them.

Year two9Arrival and Interchange

Varying emotions were experienced throughout

the passenger journey

Awareness and journey

planning

On board

The train and my seat

The platform

At the station

Arrival and interchange

Post travel

To the station

Onward travel

The ticket


These are the ‘stress’ points that were identified

as evoking particularly negative emotions


planning

On board


Onward travel

!

!!

!


Negative emotions experienced were frustration,

discomfort, panic, fear, anxiety and confusion

Awareness and journey planning The train and my seat

On board Onward travel

• FRUSTRATION: Limited to maximum

number of bookings on web page

• FRUSTRATION: Hard to find cheapest

booking option

• FRUSTRATION: Booking preferences

not honoured in ticket

• PANIC: Not knowing where to stand

on the platform - last minute rush

• FEAR: Large platform gap

• ANXIETY: Difficulty in boarding with

children and large luggage

• DISCOMFORT: Too crowded in

the carriage

• DISCOMFORT: Small leg space

• FRUSTRATION: Inadequate

provision for luggage

• FRUSTRATION: Tables too small

for laptops

• FRUSTRATION: Sockets not fit

for all plugs

• CONFUSION: Poor signage


Most ‘satisfied’ experiences occurred at these

stages

On board

The platform

At the station


Satisfied emotions experienced were safety,

relaxation, reassurance and relief

At the station The platform

On board

• RELAXATION: Spacious area to wait

• REASSURANCE: Visible staffing

• RELIEF: Free toilets!

• SAFE: Platform doors

• REASSURANCE : Multiple information

displays along length of platform

• RELAXATION : Food on board to eat

lunch on the go

• RELAXATION : Trolley service allows you

to sit back and relax from the comfort of

your seat

• RELAXATION : Beautiful scenic views

“For me gin and tonic

and salt and vinegar

crisps on the train

home is one of life's

little luxuries!”

(Commuter,

Manchester, 18-30)


Communication was also highlighted as a key

element that could make or break a journey

The panel recalled a number of situations in which communication (or lack of it)

elicited positive or negative emotions:

Helpful communication Poor (or no) communication

“We were left feeling very unsafe as there

were no back up procedures in place. In

the end we all had to leave the train and

we're left stranded on the platform

awaiting another yet delayed train…

The staff were very good but we had no

idea of time scales in order for us to

potentially make other plans.”

(Leisure, Leeds, 18-30)

“The train to Knottingley and

Nottingham were one in front of

the other and the announcer on

the train made quite a funny

announcement that made

everyone smile.”

(Leisure, Nottingham 41-50)

• No information on which stations the

train is calling at

• Unclear whether on correct train

• Lack of updates on delays & disruptions

• Causes of problems/ delays

• Resolution times

• Verbal announcements of which platforms

trains are on

• Clear information boards within stations

• Departure boards along length of platform

• Light hearted commentary from drivers/

announcers

+ -


Individuals also identified the following areas as

evoking negative emotions

No local

parking

Poor Wi-Fi

Ticket

inspection

Platforms with

no shops

“Negotiating steep stairs

at Edgbaston was the

worst moment. A large

number of people (many

with bags) all trying to

get up or down the stairs

at the same time.”

(Commuter,

Birmingham, 31-40)

“I'm not a fan of

ticket barriers,

all the red tape

and miserable

ticket staff really

worsen my day.”

(Commuter,

Manchester, 18-

30)

“The problem in

Sheffield is the

car park is really

expensive so we

have to park a

mile and a half

out of town.”

(Commuter,

Sheffield, 18-30)

Not knowing the

direction the train

is coming from

Stairs on the

platform

Insufficient

bins

“The really annoying

thing about boarding

trains at New Street

is that you are never

sure which direction

the train is coming

from.”

(Business,

Birmingham, 51-60)


Panellists who experienced the platform doors

on the Jubilee line saw them as very positive

“ Actually they make a lot of sense:

- you know where to stand

- less sneaky pushing and shoving to

get on

- less potential for accident/suicide

- hardly any rush of wind through the

tunnel, great if you have wig issues I

guess

- less rubbish must get onto the track

and less mice/rats can climb out.”

(Business, Birmingham, 61-70)

“I must say the glass doors give a

feeling of certainty that no one is

going throw or fall in front of a

train there, so a definite feeling of

security.”

(Leisure, London, 41-50)

“I love this concept on some Jubilee

line metro stations. It’s safe, looks

aesthetic and sleek.”

(Business, London, 51-60)

“I really like the platform doors

and think they make for more

considerate passenger

behaviour. They make it obvious

where to stand to board.”

(Business, London, 51-60)

No respondents reported negative emotions

whilst encountering the doors, although one

questioned whether anyone had ever got stuck.Year two17Arrival and Interchange

Task:

This week we would like you to think about how well it caters to the

needs of a specific group; older passengers 65+

-How well do you think the current rail network meets the needs of older

passengers? In what ways are they met/not met?

-Please think about both older passengers who do have mobility

difficulties and those who do not?

-What could HS2 learn from this to meet their needs to a better

standard?

Whilst answering this question, please think about yourself (if you are

65+) or alternatively, ask friends and family who are in this age bracket.

If you see any interesting examples of how the needs of older

passengers have/haven’t been catered for within

transport/buildings/public spaces, please feel free to take a photo!

Would be great to see some examples!

Posted 31/07/2015


The current rail network is considered largely

not to meet the needs of older passengers

Whilst it was acknowledged that a lot of improvement

has happened over time, it was agreed that the rail

network still does not sufficiently meet the needs of

older passengers (65+).

From their own experiences, and the experiences of

friends/family, the main areas that were identified as

danger areas were:

• Signs

• Staff

• Accessibility

• Announcements

• Seating comfort.

“Television is telling us

all the time that the

over 65s are the

fastest growing

demographic age

group in the UK, so it

stands to reason that it

would be a good idea

to improve the

standard of the service

being offered.”

(Leisure, Manchester,

61-70)


Stages of the journey where older passengers

needs are not being met were identified


planning

On board


The platform

At the station


Post travel

To the station

Onward travel

The ticket


The station was identified as a key stage

where older passenger needs are not met

At the station Information

boards can be

difficult to see

for those with

poor eyesight

There’s not

enough

visible

staffing

Turnstiles for

toilets are a

hazard for

older

passengers

Travellators

would help older

passengers with

luggage

Technology in the

station needs to

be more user

friendly

Wearable tickets

would be more

user friendly to

avoid dropping or

losing paper ones


Boarding and alighting the train were highlighted

as key danger points


Platforms are busy,

crowded places that

can be unsafe for

vulnerable passengers

The platform gap

is dangerous to

cross

Staff on the

platform should

be looking out for

those who may

need help

Platform steps

are hazardousAnnouncements are

not clear enough for

those hard of hearingThe

platform


Many suggested that improvements could be

made for older passengers on board

On board

Leg space is not

sufficient, especially

for those with joint

problemsAisles are too

narrow for some

elderly people to

navigate

Seating needs to be

sufficient. Elderly

passengers cannot

be expected to stand

There are not

enough visible

staff on the

train to help

stow away

luggage

Vulnerable

passengers are

not able to

easily call for

assistance on

board


The main factor that was seen as the most

fundamental area in need of improvement was

visible and helpful staffing

• Some elderly passengers have had to request assistance

around 7 days in advance. Even then, it did not always

materialise.

• Many suggested a ‘travel buddy’ system

• This could be either openly available or pre booked

• Assistance MUST be available for the entire journey

• arriving at the station, boarding the train, stowing

luggage, alighting the train and helping organise

onwards travel.

• Regardless of how this would be organised, staff must be

helpful, kind and most importantly respectful.


In order to provide a better, more suitable service

for older passengers, HS2 should…

• Take into account the varying needs older passengers may

have – hearing, sight, mobility…

• Help vulnerable passengers whilst respecting their needs for

independence.

• Provide step-free access at all stages of the journey.

• Build aisles within the trains that have passing spaces to

avoid congestion and collision.

• Provide separate ‘older friendly’ carriages that are quieter,

mobility friendly and assisted.

• Airport assistance is a great model for catering to older

passengers – An extremely personal, catered service from

beginning to end.

“I think it's vital that

any service for the

elderly avoids being

patronising and

honours their

independence. One

size doesn't fit all and

an individually tailored

buddying service

would most certainly

have saved my poor

mum and the rest of

us a lot of worry and

stress.”

(Business, London,

51-60)


Documents

Arrival and interchange - d3cez36w5wymxj.cloudfront.net · personalised connection information: 'Mr Bloggs we are now ... please exit the train and turn left, take the bridge to platform