At the station...At the station 5 Music, art and culture lifted spirits “There were a series of musical performances at Glasgow Central train station last year…. commuters were

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At the stationInsights from HS2 online panel

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Task 1, posted 01/04/2014

Task: • Think about any transport hub (airport, sea port, train, bus, metro or

tram station). Tell us about one location that works and why. This could be due to:

• Facilities: shops, cafes, restaurants, ticket points, ticket desks, information points.• Layout and design: look and feel, quality of information provision, ease of platform

access.• Comfort: seating, space, light, décor.• Anything else. Feel free to take/find a picture or video of the station and upload it.

• Now think about one particular transport hub that you dislike, providing reasons for your answer. Again, this could be down to the following factors:

• Facilities: shops, cafes, restaurants, ticket points, ticket desks, information points.• Layout and design: look and feel, quality of information provision, ease of access

to platforms.• Comfort: seating, space, light, décor.• Anything else...

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Great architecture stands out• Architecture was a key theme when describing great transport hubs.

SCHIPHOL AIRPORT

ST PANCRAS

[St Pancras] “It's busy but somehow the sense of space as well as a brilliant blend of beautiful old gothic with modern functionality really works -

when thought goes into design, it transforms our experience.”

GRAND CENTRAL STATION EAST MIDLANDS AIRPORT

“Grand Central Station in New York, the beautiful architecture and the clean open space, with gold and marble everywhere. It's a stunning place where you just want to while away the hours, journeys from there feel special and memorable rather than a chore.”

[Marylebone] “It’s rather like being in a giant sunlit Victorian

conservatory.”

“Blackfriars really made me look forward to my daily commute to the City.”

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Good design of hubs can take the stress out of travelling

Example from the panel of an ideal station

[Singapore Airport] “We found a little oasis – literally - comfortable chairs by a window

complete with a water feature and a butterfly house. It made us feel calm and

refreshed. It was quite amazing and totally unexpected. The feeling is that the natural elements have come inside and there is a osmosis between technology and nature.”

“As a major hub it is often busy and crowded, but from my experience it doesn't FEEL uncomfortable or over-

crowded. The internal layout makes it easy to see a quieter place to wander to, whether this be one of the

multitude of shops, the juice bar, the 'library', or one of the relaxation zones. The 'Kid's Forest' must be a blessed

relief, to let them run off a little steam somewhere safe.”

“You don't feel like you are being 'herded' any where or that you are

just a number on a ticket at Schiphol.”

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Music, art and culture lifted spirits“There were a series of musical

performances at Glasgow Central train station last year…. commuters were all stopping to have a boogie

and take pictures.”

“I encountered a band playing boogie-woogie music and the joy was so

infectious, the grey faced commuters and travellers were transformed into

smiling at each other, tapping feet and dancing- it was wicked!”

[St. Pancras] “I passed an old slightly out of tune upright piano with some boogie-

woogie being belted out by seemingly just a member of the public. A few yards later on there was another - a bit of Elgar this

time. Beats bland lift music. And that soaring roof is just so good for the soul.”

[St Pancras] “It’s such a grand and magnificent place and buzzing with excitement. I particularly like the piano in

the centre which invites anyone to go and play. Its spontaneous performance at its best and I often come

back to the station early so I can stop for a few mins and listen to people play. I think having interactive, creative things to do in transitional spaces works really well.”

“I like the way Liverpool Lime St station take part in

the city’s culture programme. A few years

ago the station played host to a large mechanical

spider ‘La Machine’ which started off on the side of the train station and then

worked its way through the streets of Liverpool. It was

amazing to watch!”

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Bad design creates strong reactions

[Birmingham New Street] “It surely must qualify as one of Dante's nine circles of hell.”

“I felt like a rat caught in a maze.”

“Crowded with a horrible feeling of claustrophobia and overwhelming confusion.”

“If they'd had railway stations during the Dark

Ages, they probably would have looked - and

smelt - something like New Street!”

“It feels subterranean to me, even though it

obviously isn't.”“Wembley station on the line running out of Euston was

obviously designed by someone who hates people.”[Birmingham Snow Hill] “The atmosphere conveyed is

just 'get in and get out, we don't want you here! There is that feeling that something looms in the shadows!”

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Task 8, posted 06/06/2014

Task: • How can we tailor the HS2 stations to reflect regionality in

your area?

• Are there any landmarks or anything for which your area is famous that you would like to see reflected in the station and how would you incorporate it?

• An example may be at East Midlands airport where they use the fields mural and red phone box.

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Views polarised on regional feel• Passengers liked the idea of a regional feel to the stations to give an individual character

but many worried it would be a gimmick and not in keeping with a modern image. Most wanted tasteful customisation and no over-used clichés.

“I’ve had enough clichéd images i.e. Shakespeare County, Robin Hood Experience etc. Let’s direct the energies of the HS2 architects and planners into creating stunning terminal

buildings which fit their surroundings and enhance the travelling experience, pieces of architecture of which the ‘regions’ can be proud.” (Business, Birmingham, 51-60)

“Better to have a modern station with art or sculptures. If HS2 was for the future then it would be 'cool' to have

something modern and futuristic.” (Business, Birmingham, 18-30)

“It's treading the line between representing an area for its achievements and individuality without being clichéd,

patronising, cheesy or tasteless.” (Business, London, 51-60)

“To have our stations looking generic, the same all over the world, not reflecting anything real would be a missed opportunity.” (Business, Birmingham, 51-60)

“It's always nice to get some kind of regional feel to a station, especially when you haven't been there

before and may not know what the area is famous for or its history.”(Commuting, Birmingham, 31-40)

“A little nod to the local area whilst remaining classy is the way forward. Something local to Liverpool would

be great.” (Business, Liverpool,31-40)

Positive Negative

“A tribute piece to the local area would not be amiss.”(Commuting, Nottingham, 18-30)

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Desire to show the best of their area

• People are proud of their local area and want to show it off but regionalisation should be subtle and focus on sources of pride not clichés, such as sport, architecture, scenery, local industry and famous people.

LOCAL INFORMATION•Information on area history, important people, social history, local accents and attractions.•Museums (potentially manned by volunteers).

ARTWORKS•Statues, pictures and murals.•Sources of local pride and fame.

“Maybe an open museum site at each station to pass away longer journeys and even to add to the local economy when customers buy the products. Neustadt

Station is a superb example having made a massive porcelain wall plaque reflecting local history, industries, parks, monuments and churches that was hand made in the massive Meissen porcelain factory. We could do something like that for each

station, symbolic of that city, county, village or town.” (Business, Nottingham, 61-70))

“I think that the idea of using pictures, murals, statues or whatever is about enabling those who might not know about what the town is famous for once they

arrive.” (Business, Birmingham, 51-60)

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Modern design inspired by heritage

• As HS2 is a futuristic project, passengers felt station design should be modern and forward-thinking but still able to reflect the area’s heritage.

“We still have lots of interesting buildings. For example, Perrott's Folly & Edgbaston Waterworks,

Fort Dunlop, the Botanical Gardens and Glasshouses, Victoria Square… All these along

with the canals & Jewellery Quarter could be used as a point of reference to reflect the heritage of the

city. Not saying this needs to be in your face but I'm sure subtle references to the City's past could be incorporated into a stunning modern design.”

(Commuting, Birmingham, 31-40)“It might be nice to have a past element and then a new element showing all the regeneration that has, and will

have, gone on recently.” (Commuting, Birmingham, 31-40)

“As I live in Birmingham I think an effort should be made to reflect the rich industrial and commercial heritage of our

second city which helped put the Great...in Britain.The original Birmingham Curzon Street railway station was

seen as the jewel in the crown of the London and Birmingham Railway Company. Hopefully HS2 at this

famous site will again bring together all the best we have to offer.” (Business, Birmingham, 51-60)

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Get local people involved with the station and its design

“I like the idea of local artists creating (what could become) iconic art work for each station. Not

necessarily work that reflects the area but something original that becomes associated with

an area in time like the Angel of the North.”(Business, Leicester, 31-40)

“Pop up shops would be good. A local producer /designer (maybe new to their business to promote those who would

benefit from publicity) could have a shop for a month to highlight a local trade or

business.”(Commuting, Sheffield, 18-30)

“I do, however, think that rail stations offer significant areas of public space that could

be used for sculptures and artworks. Actually surprised that there is not more of

this around now. So, maybe regionalartists and sculptures rather than

necessarily art about the local region.”(Business, Birmingham, 61-70)

“I think getting local schools involved in some form is a nice touch as that gives it a local feel and gives more

ownership over the design to the local community!”

(Leisure, Newcastle, 18-30)

ARTISTS• Open spaces in the station could feature

regional artists and sculptors.• Some wanted art about the area, others

argued for modern, unique commissions.

BUSINESS• Pop up shops from local producers

and designers.• Spending would benefit local

economy.

SCHOOLS• Children involved with the

design would give more ownership to the community

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Selling local food would be popular

• Current stations are seen as ‘homogenous’ and ‘soulless’, full of the same high street chains. Selling traditional, local food specialities within stations was very popular. Many passengers were passionate and excited about this idea, it would celebrate and showcase local culture in an enjoyable way.

“My dream idea would be to have traditional, local food specialities in every station. You could have a farmers’ market

or incorporate it wherever possible in sandwiches, snacks, cakes and drinks. We have amazingly good local Stilton. This would celebrate and showcase local heritage in a useful and

delicious manner.” (Leisure, Nottingham, 41-50)

“I love the regional food idea. It would go some way to ameliorating the effects of a

homogenised M&S Simply food. I love M&S but if you were visiting somewhere and wanted to partake of locally sourced unique flavours -

go regional.” (Business, London, 51-60)

“Showcasing regional foods is a great idea, We're all a bit sick of soulless Burger Kings and Prets so why not give

British food a bit of a boost, there’s loads of enthusiasm for street food at the moment. Me and my boyfriend went to

Brixton market at the weekend and I was blown away by the choice of food, all influenced by the people who live in such a

diverse area.”(Commuting, Manchester, 18-30)

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Recommendations

• Passengers have pride in their local area and want to show it off.

• Giving HS2 stations a ‘regional twist’ is likely to be popular and would help avoid the homogeneity of many current stations.

• Regional customisation needs to be subtle, modern and about aspects of the area that locals are proud of, rather than stereotypes or clichés.

• Stations could include local businesses (including regional food producers), artworks by local artists and a subtle nod to the area in the station design.

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Task 10, posted 04/07/2014

Task: • What would encourage you to use a lift in a train station, over

using the escalator or stairs?

• What do you prefer to use to travel around the station and are there any circumstances under which you would use one mode over another?

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Choosing the lift or escalator

• Heavy or bulky luggage.• Children and pushchairs.• Disabled.• No escalator or stairs available.• Escalator looks unsafe (crowded with people and luggage).

LIFT ESCALATOR/STAIRS

• Any other situation!

Shall I take the lift, escalators or stairs?

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Barriers to using lifts

INCONVENIENT TO FIND OR USE

• Not clearly signposted and difficult to find.• Inconvenient locations.• Too far from exits and entrances.• Long walk can be required to reach them.• Unsure where lift is going.

SLOW TO USE

• Too few or small lifts.• Queues and long waits. • Doors slow to close, especially if lift called. • Feels slower than an escalator.• Slow to exit if lift crowded.

DISLIKE OR FEAR OF LIFTS

• Small, crowded, lack of personal space.• Claustrophobic, lack of view, safety concerns.• Poor lighting or ventilation.• Dirty or poor condition, bad smells.• Control panels too high.

SOCIAL BARRIERS

•Widespread belief: a lift is for those who need it.•Lifts are for disabled people, those with children.•Lifts are for people with large luggage.•Lifts seen as the ‘lazy option’.•Many feel they should use stairs for exercise.

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Overcoming barriers to lifts

1

2

3

4

More, larger lifts• Reduced need to queue/wait.• Increased personal space.• More room for luggage, pushchairs.• Less claustrophobic.

Multiple locations, clearly signposted• Lifts easier to find.• Reduced need to walk long distances.

Clean and well maintained• More enjoyable experience.• Better upkeep to improve feeling of reliability.

“I agree large lifts that are not claustrophobic are the ideal. I like the idea of see through doors and perhaps elevators with a view, like they have at

St Pancras. I guess there will be quite a few elevators to transfer passengers given forecast

numbers.” (Business, Birmingham, 51-60)

“I’d prefer them to be easier to spot and access via clear sign-posting and sited in a convenient

position.” (Leisure, Nottingham, 41-50)

“Glass lifts are much better for visibility, space and they feel safer.” (Business, London, 51-60)

“If lifts were clean, airy and easy to queue for without getting pushed and shoved by REALLY BUSY people then I would use them when I had

a lot to carry.” (Business, Nottingham, 31-40)

Need choice as social barriers mean some passengers will always prefer stairs or escalators.

Glass lifts• Lighter, more pleasant, less claustrophobic.• Reduced safety concerns.• Interesting view.• Easier to see lift’s destination.

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Lift examples• Lifts done well can be an enjoyable and impressive part of the passenger experience.

“I really like the lifts at Dubai airport! They're really quite impressive, I think maybe half a dozen lined up

against a big glass window, they are big and airy, made of glass and both manned inside the lifts and there are

members of staff outside them directing customers. The fact there are so many means you never wait for

one and they are never full to the brim, it’s very efficient. Conclusion... can we have lots and lots of

glass elevators you never have to wait for and can they be manned?” (Commuting, Manchester, 18-30)

WATCH A VIDEO CLIP HERE

• Lifts done badly – there was discussion about voice activated lifts but the consensus was that such technology would cause more problems than it could solve.

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Other ways to get around the station

• Passengers suggested more “futuristic” modes of transport, which were seen as more effective and enjoyable. These included:

Moving walkways: horizontal and between different levelsMoving walkways: horizontal and between different levels

Segways: futuristic and fun!

Segways: futuristic and fun!

Diagonal bridges: as seen at Farringdon Station, LondonDiagonal bridges: as seen at Farringdon Station, London

Buggies: for less mobile passengersBuggies: for less

mobile passengers

Air rail link: as at Birmingham International Airport

Air rail link: as at Birmingham International Airport

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Task 11, posted 11/07/2014

Task: • What style of seating would you like to see at the station?

Use examples from other transport hubs or public places that work well.

• Also, how much seating does there need to be and where should it be? For example, at platforms, in the station 'hub', near cafes and restaurants?

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Seating expectations

COMFORT

QU

AN

TITY

On the platform

In the concourse

By the eating areas

• Desired levels of comfort and amount of seating at the station depend on location.

• The importance passengers place on the comfort of seats at the station is not as significant as anticipated.

• Given that HS2 trains are scheduled to depart every 2-3 minutes, time waiting (and sitting) should be minimal.

“As HS2 is expected to run every two minutes, seating can be basic as there should never be too much of a wait.”

(Commuting, Newcastle, 41-50)

“I'm all about comfort but I’d hoped that I wouldn't be waiting too long at a station when it comes to the HS2 so I suppose I

wouldn't necessarily sit down for too long.” (Business, Birmingham, 18-30)

“There should be plenty of seats available although ultra luxury should not be necessary as the wait to board should be shorter than at

an airport.” (Commuting, London, 61-70)

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Platform Seating: available, basic

• There is an expectation that seats will be present on the platform.• However, comfort is not paramount if waiting time on the platform is minimal.• Seats could be folded to allow more room during busy periods.

“In Dresden, there are three or four bench style seats on the platform, whereas for better comfort, the passengers are seen at the main concourse

at a lower level where there are a range of shops.” (Business, Birmingham, 61-70)

“Another idea to add even more space in the platforms, seating could maybe be folded away (as they could be

mounted on the wall of the platform, a bit like auditorium seating) if passengers needed more space etc. As I am not

expecting to hang around on platforms for a long period you could compromise on more comfortable seating design

for this idea.” (Commuting, Nottingham, 18-30)

Key requirements• Seats are covered.• Seats have backs to them.• Can be cleaned easily.• Departure boards are visible.

Key requirements• Seats are covered.• Seats have backs to them.• Can be cleaned easily.• Departure boards are visible.

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Concourse Seating: lots of it!

• Unanimous desire for seating within the concourse: “seating for everyone”.• Expect to be the most comfortable seats as most passengers will wait here.• Still, levels of comfort required range from basic to high tech luxury.• As a minimum, passengers desire airport style seating but with extra features.• .

“There should be enough seating for everyone, as I

have seen at certain times and places where passengers have been

sat on the floor.” (Leisure, Nottingham, 31-40)

“There would be plenty of seating for those waiting to learn their

relevant platform numbers.” (Leisure, Nottingham, 31-40)

Extra features• Plug sockets.• Headrests and armrests (adjustable).• Reclining.• Receptacle beside the seat for bags.• Sufficient space in between seats.• Easily cleaned.• Departure boards visible (or built in).

Extra features• Plug sockets.• Headrests and armrests (adjustable).• Reclining.• Receptacle beside the seat for bags.• Sufficient space in between seats.• Easily cleaned.• Departure boards visible (or built in).

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Limit seating by shops and cafes

• Food and drink does not need to be consumed in or by shops and eateries.• Passengers feel this could lead to congestion around these areas. • Instead a ‘hub’ of seats close by for bought from shops or brought from home food.

“I agree that siting seats near shops could well cause a congestion problem. It would

be good to have them not far from food retail places, though, so that anyone wanting a

quick sarnie or cake could do so in comfort.”(Leisure, Nottingham, 41-50)

“Why not have mini stations along the length of the station, to rest your tea, coffee and croissant whilst standing. Mini stations are

small circular tables mounted on a metal pole where you can rest your cups of coffee, food

and it is big enough to accommodate four people. ” (Business, Birmingham, 61-70)

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Task 12, posted 18/07/2014

Task:• Consider where you would choose to wait at the station if you

arrived ahead of your departure time by 10 minutes, 20 minutes, 30 minutes or 45 minutes. Would it be:

• Platform.• Concourse.• Lounge.• Waiting room.• Browsing shops, restaurants, etc.

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Long waits designed out of HS2

• Recalling the HS2 vision to operate with “clockwork” efficiency and trains every few minutes, several said there should not be a need to spend time waiting at the station and some queried the need for designated waiting areas.

“My view on waiting is coloured by our original presentation. Think 15 years in the future and think anything is possible. I therefore assume that these trains will run on time and the "back office" will be

sophisticated enough to ensure waiting is kept to a minimum.” (Business, London, 61-70)

“Hopefully I wouldn't have to wait a long time in these lounges as trains

will be punctual and there will be helpful prompts around to get me to

my train within a few minutes.”(Commuting, Nottingham, 18-30)

“Ultimately given the aspirations of the team behind HS2 and its intended clockwork

efficiency I would expect a significant number of passengers to arrive "just in time" and as a

result not need lounges or waiting rooms.”(Business, Birmingham, 51-60)

“If it was a commuting day, I'd turn up soon before departure as no need for

me to wait that long.” (Commuting, Birmingham, 31-40)

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Needs vary by wait timesSHORT WAITS MEDIUM WAITS LONG WAITS

Physiological needs (shelter, toilets, baby change, ability to purchase refreshments)

Security (good lighting, space, cleanliness)

Information (departure boards, staff members)

On the platform

Seating (basic comfort) Seating (medium comfort) Seating (greater comfort)

Relaxing experience, feel special

Fulfil personal needs (shower, warm bottles)

Near or with view of the platform Away from the platform?

Entertainment (TV, newspapers, free Wi Fi)

BOARDING 10 minutes 20 minutes 30 minutes 40 minutes 50 minutes

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Preferred waiting areas by time• With 10 minutes until boarding, most people prefer to wait on the platform.• If longer, passengers would wait in a lounge or browse shops and cafes.• While a lounge was a popular option, very few would choose a waiting room.• The concourse was less popular when other seating options were offered.

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Waiting on the platform

• The platform should be a pleasant environment to wait in: well lit, spacious, and providing shelter from the elements. It should offer the following facilities:

• Toilet and baby changing facilities.• Clear view of the departure boards throughout the platform.• Refreshments for purchase.• Chest high tables throughout for resting drinks, laptops.• Staff to assist with queries.• Seating (basic comfort).• Bins.

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Longer waits: people want choice

• How time is spent during medium and long waits is personal and varies by personality, mood on the day, the nature of the journey and the influence of any companions.

• For some only a long wait would prompt them to sit and relax, others would be happy to sit for a while but not a long wait.

• It will be important to offer passengers choice and flexibility, with different options available both near to and away from the platforms.

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Task 12+, posted 21/07/2014

Task: • Most of you said you would wait on the platform if you arrived

10 minutes before boarding but that you’d prefer to wait in a lounge or browsing shops and restaurants if you arrived half an hour or more before boarding.

• Waiting in a lounge was relatively popular but few people said they would choose a waiting room. Why is a lounge preferred over a waiting room? What would a waiting room need to be like to encourage you to wait there?

• What facilities would you like to be available in the:

• Lounge• Waiting area• Platform

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An appealing waiting room• The ideal “waiting area” would have an attractive design, good lighting and plenty of

facilities. It would not be referred to as a “waiting area”.

Windows with views (ideally of platform)

Toilets and baby change facilities

Children’s play area, bottle warmer

Quiet zone and meeting area

Spa and treatments like reflexology

Plenty of plug charging points

Newspapers & magazines

Refreshments (complimentary?)

Free Wifi and TV entertainment

Departure boards and staff for help

Comfortable chairs (adjustable, recline)

Terminals for train services and booking

Plants

Showers

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Negative perception of waiting rooms“Given that the term "waiting room" usually conjures images

of hard wooden seats in damp, congested, dingy and uncomfortable surroundings, it's not surprising that most

would prefer a lounge.” (Leisure, Glasgow, 51-60)

“In my mind a waiting room is rather clinical with seating in rows, whereas a lounge is more comfortable with a welcoming atmosphere, tables for

drinks etc.” (Business, Leeds, 61-70)

“I feel currently the lounges at train stations are more

comfortable and plush with better seating compared to waiting rooms that are very basic with limited facilities. Current waiting rooms are

very dirty and not appealing; I wouldn't even dare to use

the toilet!” (Commuting, Nottingham, 31-40)

“Personally, I think of lounges as being bigger, open, well lit spaces whereas most of the waiting rooms I've experienced have been small, dingy

areas plonked on the end of a platform as an after thought.” (Commuting, Birmingham, 31-40)

“I suppose it is in the name for me. Lounge just sounds more relaxing and comfortable. A waiting room just makes me picture clinical, uniform seating with no thoughts to comfort because you are only supposed to be waiting for a short while.” Business, Birmingham, 18-30)

“I hate waiting rooms, you always end up sitting next to someone with

either their phone on and music playing loudly or having a really loud

conversation on their phone! It always seems to be full of your local

louts and children who are bored out of their mind as it's just so drab inside!” (Business, Liverpool, 31-40)

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Waiting rooms: equal but different• Many disliked the idea of two waiting areas and felt all facilities should be of an equal

standard. However, there could be merit in dividing areas by wait time.

• Fewer facilities required but still want café-style facilities: entertainment, comfort, refreshments and info.

• Lots of open space for easy manoeuvring.• Near by or in view of platform, for reassurance.• Comfortable but not too comfortable (risk missing train!).

Medium wait Long wait

• Lots of facilities to meet range of needs from showers to quiet zones and meeting rooms.

• Further away from the platform and ‘hustle and bustle’.• Comfortable and relaxing.• An experience that makes the passenger feel special.

“A waiting room is adjacent to the platform where you can quickly hop onto your train when it arrives… a lounge is

somewhere I'd go if I've got a bit of time to kill. The waiting room should have big windows looking onto the platform

so you have the reassurance of seeing your train arrive. A lounge should be close but not adjacent to the platform, it needs to feel secure and cosy and away from the hustle

and bustle.” (Commuting, Manchester, 18-30)

“I agree with the others that a lounge tends to be posher, more luxurious and more likely to be used for a longer waiting period. I'd choose a lounge if I had to wait for a long time. Waiting areas should be nearer

to the platforms. Seats could be less luxurious than in the lounge, but more comfortable than those on the

platform, as this is likely to be more of an intermediate waiting time area.”

(Leisure, Nottingham, 41-50)

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Ideas for lounges

“Very comfortable and relaxing seats – perhaps

reclining with a foot rest at the bottom (rather like my beloved Stressless chair).”


“It would be good to be flexible/changeable depending on

people's needs – high or low tables, adjustable seating? It would be

good to have flexible arrangements so a family can sit together or more

solitary spaces if people need to work.” (Leisure, Nottingham, 31-40)

“Separate children's play area, maybe a ball pool enclosed in

Perspex so you could keep an eye on them. Separate quiet zone, far from the children. Drinks available (free and healthy!). Bottle warming.

Breastfeeding friendly signs.”(Commuting, Glasgow, 31-40)

“If there is a distinct branding and design to HS2, some of the key

design notes features on the train can be echoed in the station waiting

room. You know where to wait because you recognise the brand, this would be particularly useful at

the big stations.” (Business, Liverpool, 41-50)

“Adequate wheelie parking space is *never* factored in resulting in

me blocking someone's path, having a job to manoeuvre in or

out of provided seating arrangements. Maybe terminals to

access journey information, or book food, or luggage check-in.”

(Leisure, Glasgow, 51-60)

“The lounge does conjure images of luxury as it usually has connotations of business class passengers. Built in screens where

people can watch TV, listen to music, browse the in-station shops or food and

have it delivered to you or ordered for the train. I would go here to get away from the rush and relax before a journey so a spa

would probably be appropriate.”(Commuting, Manchester, 18-30)

“Somewhere where you can completely relax and for that I'd like comfy sofas, drinks

available and soothing music.”(Commuting, Birmingham, 31-40)

“I wouldn't want in any of the options would be soothing music. If

people want music then headphones should be provided so

others don't have to listen to it.”(Commuting, Newcastle, 41-50)

“No music! Make headphones available for those who want it, but I prefer my own music

choice, not lift muzak.”(Leisure, Glasgow, 51-60)

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Ideas for platforms

“One thing I would like, given that I'm 6ft 4, is some

sort of chest high laptop tables. Would be good to use to keep up with things while having the short wait for the train.” (Commuting,

Birmingham, 31-40)

“Platforms would be spacious and designed to allow easy transit - information screens at eye level, perhaps with information relevant to the

viewer - "near field" technology.”(Business, Birmingham, 51-60)

“The platform should be very functional providing plenty of space for disembarking

and embarking without the usual crush. Clear signage to help find your carriage.

Well lit and well staffed to help keep things moving. Good air-co and temperature

control. Toilet facilities which are spic and span and maybe emergency call points for any more serious issues that may occur.”

(Business, Birmingham, 51-60)

“The platform should be open and easy to get around, I'd like it if there was a temporary

divider to allow customers to get off before the masses squeeze on, maybe people could

exit one side of the train and once they are clear others could board on the opposite side?” (Commuting, Manchester, 18-30)

“Plenty of room, adequate seating and clear signage for boarding. Maybe a direct link from waiting area to platform, always with staff available for

queries and assistance.”(Leisure, Glasgow, 51-60)

“I would like to see the board from anywhere on the platform. Lots of seats would be

appreciated. I think we should keep people away from the platforms such as at St Pancras where you can only go to the

platform when your train arrive.”(Commuting, Sheffield, 18-30)

“Platform areas need not be so luxurious. I would prefer them to be sheltered from the rain and with some completely

enclosed areas on the platform so that you can get out of the wind, rain or snow during particularly bad or cold weather. A

decent quantity of seats - these could be much more utilitarian than those in the lounge, but still comfortable, and not the kind

where you have to perch on the edge or have your legs dangling. Toilets should be nearby. Plenty of screens giving departure times along the length of the platform and be easy to view… good quality speakers so that announcements can be clearly heard, rather than the usual garbled nonsense.”


In many tasks, it’s been clear that clear signage is really

important for HS2. We’d now like to understand more about

what makes signs clear and easy to understand.

Please upload at least one example of a sign you find:

• easy to understand

• difficult to understand.

Please explain why you find these signs easy/difficult to

understand.

The signs can be from anywhere (not just train stations) and

don’t necessarily have to be ‘directional’ signs – for example,

they could be signs giving instructions.

Task:

Posted 07/03/2015

At the station Year two37

• An effective sign is immediately understood

by everyone – even those who are not native

to the country.

• While an unclear sign needs time and effort

to understand.

• In a time pressured situation, badly designed

signs can engender anxiety and stress.

• With HS2 needing to direct large numbers of

passengers quickly, it is crucial that its signage

can be understood immediately.

Effective and clear signage is crucial for easy,

quick navigation

“It is very important to have clear, easily

understandable signs as you do not

always have long to look and

understand them.

Confusing road/rail/airport signs all lead

to confusion and hesitation which can

ultimately lead to accidents or major

problems in some situations.”

(Leisure, Leeds, 18-30)

At the station 38 Year two

Effective signs…

Use clearly recognised words, symbols

and colours!

Are easy to readLarge, clear fonts in contrasting colours

Use a mixture of words, symbols

and colour

Cater for different languagesEasy to find your language quickly

“I find Ladies and Gents toilets

signs a bit confusing, sometimes

establishments seem to try and

make them a little more elaborate

and it has caught me out on a few

occasions!”

(Leisure, Birmingham, 51-60)

“What gets me about these signs

is that sometimes they are [one

language] first, English second

and sometimes the other way

round, this inconsistent approach

is confusing!”

(Business, London, 51-60)

“Easy to understand

sign: It's made up of

words and symbols for

first time glance to aid

communication.”

(Business,

Nottingham, 51-60)

“The letters are tricky

to read and the menu

inside is just a jumble

of over stylised text

that you get lost in!”

(Business, Liverpool,

41-50)


Effective signs…

Are easy to relate to your situationYour destination, at your time of travel

Are well positionedDo not mislead due to unclear positioning!

Have the right level of informationNeither too much nor too little

Show direction and distance clearly

“Very easy to

understand where to

go. They give you a

sense you’re going

in the right

direction.”

(Leisure,

Nottingham, 31-40)

“I am assuming this isn't

with BBQ sauce in the

pizza shop but the

placement of it is really

poor and becomes more

comical than anything.”

(Leisure, Nottingham, 31-

40)

“This is the safety notice in

every carriage of Chiltern

Trains. Graphically it is

cluttered and difficult to read.

To read it you have to lean

over a table and two seats

and even then the point size

of the text is far too small.”

(Business, Birmingham, 51-

60)

“This stop provides

details of the next few

buses, the current time

and a map of where

you’re located.”

(Leisure, Nottingham,

31-40)


And effective signs also…

Show a sense of humour!


Task:

In previous tasks, you’ve talked about the importance of luggage storage on trains

and have suggested that you’d like there to be an option of ‘checking in’ luggage

(like on planes).

We’d like to understand a bit more about how you think this could be organised on

board HS2:

Would you, personally, use a luggage check-in system? On which types of

journey would you use it?

How would it work – for example, how/where would you check in/retrieve your

luggage?

Would you expect there to be airport-like security with check in bags?

If airport-like security checks were conducted, it might take a while to check in

your luggage. If this were the case, would you still want to use a check-in system -

or not?

How early would you be prepared to arrive before your journey, to check your

luggage in?

Posted 03/07/2015


The concept of luggage check-in divided the

panel into two groups

Those in favour thought this was a

fantastic idea as it would help

towards reducing some of the

stress that comes with travelling.

Those against luggage check-in

thought it went against the whole

ethos of train travel as a quick,

hassle-free form of travel.

• However, some of those opposed to luggage check-in did say that

they could see the use for certain journeys for example, holidays.

“I feel a check in

luggage system

would take away the

ease of getting the

train and the ability

to arrive a few

minutes before.”

(Car driver, Leeds,

31-40)

“I would definitely

use this. I think that

it would be too

cumbersome to sort

out children and

bags and would

prefer it if someone

else could.”

(Commuter,

Birmingham, 31-40)


Those in favour of a luggage check-in system

think it would greatly improve train travel

• It would help those who struggle to lift their luggage onto trains

and into luggage space.

• It would be one less thing to think about when making a journey.

• It would help those travelling with children and luggage during

the boarding process and on board.

“As I'm sure that

everyone on the whole

of Planet Earth - and

possibly beyond - must

know by now, this

would be an absolute

godsend for me! So

yes, yes, yes, I would

absolutely use a

luggage check-in

system!”

(Leisure, Nottingham,

41-50)

Panellists came up with multiple reasons as to why luggage check-in

would be a huge benefit to train travel

“I would use it on long journeys as I'm 5 ft 2

and have stick like arms so find it a bit difficult

getting massive bags onto the train.”

(Commuter, Sheffield, 18-30)

“I would be happy to use the luggage check in

purely due to the amount of luggage that you

need when you have a young family.”


TOP QUOTE!

“its one less thing to think about, knowing

your luggage is stored, hopefully safely, on

board for you!”



Those opposed to the idea think that it would

slow the whole process of train travel down

• It would take too much time.

• Against the ethos of ‘high speed’ train travel –

especially HS2.

• Experience with airports has shown how

luggage check-in can add stress.

• Can’t just pick up luggage and run off to

destination/connecting journey.

“ I would not use a luggage

check-in system. It seems

an idea which is totally at

odds with the ethos of

HS2. What is the point of

designing and building a

rail system which is mainly

being sold on the idea of

speed and reduced

journey times, and then

slowing the system down

by adding time-consuming

luggage check-in.”

(Business, Birmingham,

51-60)

TOP QUOTE!

“That defeats the whole reason why I use the train, for me

travelling by plane is very stressful and a big part of it is

baggage check in.”


“I personally would not use a luggage check in on the train.

The best bit about train travel is arriving five minutes before

you get on the train.” (leisure, Leeds, 31-40)


There are a number of ways luggage check-in

could work

• Drop off at convenient locations nearer home, like shops.

• An x-ray system as passengers arrive on the platform.

• Luggage would then go onto a separate carriage in

containers for each stop.

• Check in counters similar to those at airports with retrieval

areas that are securely controlled.

• Safe storage on board rather than luggage check-in.

• With a personalised code on your ticket to lock/unlock

your storage.

“if I could check in my luggage in advance at a location nearer to

my home, which would save me having to drag it onto the bus

ride to the train station. I rather like Lowegill's idea of a local

shop or post office.” (Leisure, Nottingham, 41-50)

Check-in Options

Alternatively….


The prospect of having an airport style security

system divided the panel

Most people said that they would be willing to arrive 30 minutes early

to check their luggage in.

On one side, people

thought it would be a

necessary requirement

in this day and age

with security threats.

Security

Early arrival

On the other side, people

didn’t understand why it

should be necessary if

people can take luggage

onto trains now without it.

“Having to wait a bit longer for my luggage

to be security checked would not put me off

using a check in service. The extra time

would be outweighed by the sheer

convenience, relief and increased comfort

of not having to drag my luggage on 3 or 4

different trains in order to reach my

eventual destination.”


• If there was comfortable seating

and enough facilities within the

station, then waiting the extra

time for this was not seen as an

issue.


Despite the opposing ideas

about luggage check-in, it was

collectively agreed that if a

luggage system was put in

place, it must be optional.


Task:You may have heard in the news over the last year that the Gare du Nord in Paris is being completely

redeveloped. As well as new station technology, increased space and aesthetic improvements, the

station is due to include facilities for both passengers and non-passengers. Imagining you had a blank

canvas to create a brand new train station, what do you think would make a great looking station?

- What features would be needed to make it great - and great looking?

- What colours would be used within the station?

- How could the station layout be designed to help create a seamless journey?

- What should be avoided to make it more user-friendly?

- Are there facilities that you haven’t seen in stations you have used that you think would improve user

experience?

- How could the needs of non-passengers be incorporated into the station?

If possible, it would be great if you could include any examples of stations, airports, offices, leisure

centres or other buildings you have visited that you think are particularly impressive. What was it

about it that made it stand out? What could HS2 take from this when thinking about station design?

Try and be as creative as possible in thinking about how the station would look.

Posted 10/07/2015

At the station

Feel free to include pictures, drawings, photos or anything else you think would help us understand

your vision.

Year two49

The panel came up with some really artistic ideas

about how they would create the ideal HS2 train

station

There was one overriding theme to their answers…

The design of an ideal HS2 station should have areas

that replicate nature to help promote a relaxing, calm

environment.

The design of the station should set the mood for the rest

of the journey.

“I like the idea of an

indoor garden, as

mentioned, I love the

Madrid station as I

think it conveys

calmness and

tranquillity, which

would I feel impact on

my mood and

experience at the

station.”

(Leisure, Liverpool,

31-40)

Example of a building design sent

from the panel.


There were two main ideas for creating a station with a

timeless design:

1. Old on the outside – modern in the inside

• Incorporating or renovating old buildings is a great way of preserving

history.

• Stations such as St Pancras and Nottingham are good examples of this.

2. Modern on the outside – modern in the inside

• Architectural capabilities now mean buildings with creative design can be

created, and with the right minds, stand the test of time.

Old vs New

Either way, the design should promote flow through…

Avoid: Single departure boards on the concourse to stop people congregating!

“Everyone is

crammed into a single

concourse waiting on

their train staring at a

board. Then when the

platform is announced

everyone runs as if

the world is over.”

(Business,

manchester,18-30)

Escalators

Travellators

Smart cards

Logical layout

Separated arriving and departing areas.


The panel love the idea of the station having

green areas that mimic nature in order to promote

a calm and relaxing environment

Carbon neutral

‘Like the Eden project’

Light and airy

TreesWaterfalls

PlantsFlowers

Rivers/lakes

“I picture this meaning lots of

glass to let in natural light and

have a view of the

surroundings.”

(Business, manchester,18-30)

Panellists like the idea of having green areas inside and

outside of the station.

• Outside – for views to look out on, and also to help

blend in with the surrounding environment.

• Inside – to help create relaxing spaces that passengers

and non-passengers would visit.


The station should be decorated using

natural colours

“Colours have

become a bit of a

science and its

seems in places

like stations which

are busy and fast

moving the colours

should be relaxing

to ease travellers

mood.”

(Leisure,

Nottingham, 41-50)

However splashes of colour should be

used for key areas such as help points!

There was a strong consensus that natural colours should be used

throughout the station.

• White, light blues, greens, yellows and beige were highlighted as colours that

would promote a pleasant atmosphere for passengers to use and visit.

• This was thought to fit in well with the theme of nature.

• The HS2 brand should also be clear throughout!


Gym

Pet care

Doctors

Hairdressers.

Shops

Supermarket collection points

Banks

Post offices

Museum of local area.

The needs of both passengers and non-passengers

should also be catered for

The station should be a destination in itself!

The local community should be included within

design of the station through:

• Having shops selling local produce

• installing information pods/a museum of the

local area

• building green areas for people to come to

and relax.

Museum in Edinburgh Waverley Station


In summary a HS2 station should be…

• Beautiful but practical. It must cover the fundamentals – accessible,

clear signage, intuitive layout, comfortable, not crowded…

• A destination in it’s own right

• Recognisable as being part of the HS2 brand

• Able to blend in with and recognise the local community

• Setting the mood for the journey

• Timeless

• Accessible through links to other transport

• Spacious.

At the station 55

Task:

Many of you have spoken in the past about bottlenecking and crowding

within train stations. This week we would like you to think about one

aspect of this.

Train stations such as Euston and Kings Cross have large departure

boards in the concourse that passengers congregate around, often

leading to congestion. If HS2 did not have one large central departure

board, how would this make you feel?

What would they need to put in place instead, to make sure you could

still find the information that you need?

Please think about how information is conveyed when you’re using other

forms of transport.

Feel free to include pictures, drawings, photos or anything else you think

would help us understand your thoughts.

Posted 14/08/2015


Whilst removing a main departure board was generally

thought to reduce station congestion, there was concern

that taking it away would be confusing and unnatural

Some thought that it was an intuitive

part of travel to enter a station and head

for a main departure board.

However others felt that it would be

more useful to have multiple areas

where this information could be held to

reduced crowding and sudden rushes of

people.

There were multiple ideas of where and

how this information could be presented.

“More often than not you find yourself

having to battle through the masses that

have congregated …But the fun really

begins when a platform number is

announced as then it just becomes a

survival of the fittest!”


“most people look for a central hub

where they can find out information. It

would be the first thing I look for when I

arrive at a station. It might cause more

issues if this wasn't there or obvious.”

(Business, 31-40)


Those who were in favour of keeping a single departure board felt

that it would take a lot of time before it would begin to feel natural

not looking for a central hub

• Many felt that an instinctive part of travelling by

train is to look for a central information place and

by removing it, more chaos could be created.

• People may not know where to look for

information.

• Crowds would start forming around areas

where staff are.

• However, some did think that whilst it would be

better to keep a central departure board; there are

benefits of putting up multiple smaller information

points.

PLATFORM 1

Example of central departure boards

sent from the panel


These multiple departure boards/information hubs could

help passengers utilise other station facilities

Information boards could be spread around the station.

•Shops

•Restaurants

•Toilets

•Walls

•Cafes.

“I also think that smart voice

activated devices installed

throughout the station, whether

it be outside the toilets,

sandwich shops, waiting rooms

etc....could be utilised where

you would simply state your

destination and you would be

told details of the next train ,

platform, delays etc..”



Task:

Last Tuesday it was reported that passengers were left frustrated after

hearing the reason for their train delay was due to the wrong kind of

sunlight.

Train companies try to provide accurate reasons for delays so that

passengers are informed, however passengers often feel irritated upon

hearing them.

What kind of messaging do you hear on trains/ public transport which

annoys you? This could be either the way the message or information

was phrased or the actual message itself. e.g. leaves on the line.

http://www.theguardian.com/uk-news/2016/jan/12/wrong-kind-of-sunlight-

delays-southeastern-trains-london

Posted: 15/01/2016


http://www.theguardian.com/uk-news/2016/jan/12/wrong-kind-of-sunlight-delays-southeastern-trains-london

Passengers understand that announcements are

necessary, but are frustrated with the way in which

messages are communicated

When done well, announcements can reassure

passengers and contribute to a comfortable

journey.

Unfortunately, more often than not, passengers

find them unclear, uninformative and frustrating!

Current announcements

• Unclear

• Meaningless

• Repetitive.

What passengers want

• Clarity

• Solutions

• A human touch.


Announcements identified as frustrating

Delays:

• Problems on the line

• Planned maintenance work

• Fault with the train

• High winds blowing debris on track

• Overhead problems

• Leaves on the line

• Staff shortages.

Other announcements that cause annoyances:

• Selection of snacks

• Ticket inspection warnings

• Platform alterations (with short notice)

• Mind the gap

• Don’t leave your luggage

• No smoking.

“I find announcements

quite annoying, probably

mainly as I commuted on

the same journey for 4

years, there are only so

many times you can hear

about the selection of hot

and cold snacks

available…”

(Commuter, Manchester,

18-30)


Accessibility was another concern

“It would also be handy for those that have visual problems to

have access to the same app integration so they can access the

same information in the same way.

This would also benefit ALL rail users as information can be

missed, or not clearly audible depending where they are.

It would also be good if via the app there was a translation for

visitors to the country, translating information given in their own

language.”

(Leisure, Liverpool, 31-40)

Passengers were concerned that those hard of hearing or with sight problems

and those for whom English is not their first language are not being catered for.

Suggestions to overcome this include announcements via:

• Apps

• Tannoys

• Information screens

• Posters

• Induction loop.


The panel were very clear about what they do and do

not want from passenger announcements

• Unclear messages (poor sound system)

• Insincere apologies

• The use of jargon

• When no reason is given for a delay

• Repetitive messages about smoking or

leaving luggage unattended

• No announcement when there is a

delay!

• Time estimates for when an issue will be

resolved

• Humour, for example ‘The Hilarious Train

Driver from Southport to Hunts Cross’

• Apologetic message and tone

• Solutions, for example next fast train is on

platform x

• Clear explanations, for example, why

leaves on the track are a problem.

Dislike Like


Top Quotes

“The wrong kind of

sunlight? Unbelievable!

What next? The wrong

type of moonlight, rain,

misalignment of the

planets?”

(Business, London, 51-

60)

“There was a great one

when coming back from

Leeds to London

following storms causing

havoc. We had to go

slow and then divert

because of a trampoline

and a beach umbrella on

the line! You couldn't

make it up!“

(Business, London, 51-

60)

“It is more frustrating to have no

announcements at all, the next most

frustrating thing is garbled

announcements so that you have no

idea what is being said.”

(Commuter, Glasgow, 31-40)

“Matrix signs that sometimes indicate

the imminent arrival of a train that is

shown as being on schedule up until

the time when it is cancelled, less

than 5 minutes before it is due to

arrive - what happened, has the train

been abducted by aliens, disappeared

into a sink hole or been hijacked by

persons unknown?”



Task:

A few weeks ago we asked you what kind of messages annoy you. This

has already helped us with ongoing work on information and

communication. Building on this topic, we would be interested to know all

the different kinds of messaging you hear over the course of a week.

Over the next week please record all the different messages you hear

about disruption, for example ‘delayed due to earlier disruption because of

a faulty train in the Clapham junction area’.

Posted: 18/03/2016


Passengers report much frustration around the topic of

announcements due to both the way in which they are

conveyed and the nature of the message

From the types of announcements that were recalled, the key frustrations

were;

• Responsibility not taken for disruptions

• Preventable reasons for delays (no driver)

• Repetitive messages

• Unclear instructions of how to continue journey.

“There was a platform

announcement at Waterloo

underground on the Northern Line

that was incomprehensible! I had

no idea what was being said and

that is both annoying and

worrying as I am sure it is

relevant to my journey( or why

announce it) but no idea what the

problem is!!! Grrrrr! Clarity has got

to be key!”


“The guards tone was critical of the

company …you were left feeling he was

distancing himself from the problem with

the term "the powers that be", but in reality

he was the only person who had the

information and details for people as to

how they were going to get home and you

would hope for something a little more

caring.”

(Business, Liverpool, 41-50)


A wide range of announcements were recorded over the

last week

• Cancellation/delay due to no

driver

• Instructions for journey alterations

• Being held at a red signal

• Terminating early due to late

running

• Delays due to objects on the line

• Delays due to congestion

• Delays due to vandalised tracks.

“Held up at St Neots due to a track side fire.

Announcements were few and far between and

travellers were starting to get annoyed due to the

lack of information.

Also no information on the delay compensation

scheme was announced which means to me the

train company was trying to avoid it.”

(Commuter, Newcastle, 41-50)

It’s not just what is

being said that can

cause frustration,

but also what is not

being said

• Delay due to an ill passenger

• Delay due to too many passengers

• Delay due to broken down train

• Urgent call for security staff – Creates

fear!

• Keeping feet off seats

• Cancelled due to earlier fault

• Waiting for a member of staff

• Being held outside the station.


However, not all announcements cause irritation…

https://londonist.london/2015/01/the-funniest-things-youve-heard-tube-drivers-say

Humorous train drivers are much appreciated (by most!).

Some also recalled times in which the information given to them went beyond

their expectations and should be used as an example to all.

“We were stopped at Carlisle, initially not knowing what was happening, but when the head

steward made his announcement after only a few minutes, regarding the line blockages fore and

aft due to fallen trees, it was done in a very positive manner, and with some humour. He gave us

full details of the problems, explained fully what would be provided for journey continuance, and

the whole announcement was given in an animated and reassuring manner, not in the least

monotone. Furthermore, he came to speak to me personally, reassuring me that I would be

provided with a taxi home, and even brought me a free coffee! As we had to wait on the train for

about half an hour until alternative transport arrived, he continued to give updates and weather

reports, with ETAs for the alternative transport. I don't know what his name was, but I'd gladly

give that man a medal for the positive, friendly and reassuring way he handled the situation.”


“It really does make a difference to how you feel

about the journey I think. More drivers with

personalities please!”

(Commuter, London, 18-30)


https://londonist.london/2015/01/the-funniest-things-youve-heard-tube-drivers-say

Panel experiences

“The Train Manager was very

polite, apologetic and kept us

informed! She even informed us

about services from Stockport

to Macclesfield, (which was our

destination), the times they

departed and arrived into Macc,

and also told us via the PA

system how to claim

compensation! I was very

impressed. I recently received

my compensation!”

(Business, Manchester, 51-60)

“I was on a Grand Central train once where because it had been

held up due to something or other the train crew advised that

passengers could alight to stretch their legs at an unscheduled

stop. After about 15 minutes the train starts to pull away with

people still outside of the train without any announcement.

Makes them look stupid and unprofessional.”

(Commuter, Newcastle, 41-50)

“I do find the

announcements

almost

impossible to

understand, its

like they are an

frequency I don't

operate on.”

(Business,

Leicester, 31-40)

“I also find announcements

commenting about how

slow passengers are

getting on and off the train

etc by whiney staff

infuriating as its often poor

design / overcrowded

trains / useless staff who

cause these issues in the

first place!”

(Commuter, Manchester,

18-30)


Task:

Imagine that your existing mainline station will be one of the HS2 stops. What

would you change to make it a HS2 experience? Would it have to be a ‘high speed

service’ from your local station to make it a HS2 experience? Please consider all of

the elements of the journey, from the car park, buying a ticket and boarding the

train. How would your station differ from how it is now? What would stay the

same? What would you expect to see within the station? How would it differ from

non-HS2 stations?

This task will run for two weeks so please consider carefully all the elements within

this, about how it will look, interactions with staff, interactions with technology,

facilities etc.

Posted 12/02/2016


For the panel, the HS2 experience is not just about being on a high speed

train, but is about the entire journey;

• Booking the tickets, arriving at the station, using station facilities,

waiting on the platform, boarding the train and beyond.

The panellists paid particular attention to the design of the station, the

amenities available and information provided.

• Design

• Modern – lots of technology, modern materials

• Traditional – Old station buildings are cherished by locals and

passengers

• Amenities

• Shops, food outlets, toilets, ATMs

• Information

• Departure/arrival information, maps, news.

Design, amenities and information were the three key

factors involved in creating the HS2 experience within

stations“If Leeds became HS2,

I would expect a 24

hour service with good

signs, loads of

information and 24

hour staffing with

visible staff members

on the platforms. This

would be useful for

information and also

will help passengers

feel safe and secure at

the station.”

(Leisure, Leeds, 31-

40)

HS2 stations are expected to be unique places that both the locals and

passengers can be proud of. If existing stations are used by HS2, there is the

expectation that they will be transformed into modern, efficient spaces whilst

also retaining some of the character of the original building.


The panel thought HS2 stations should be a modern

design

What does this modern design in a station look like?

• Fresh

• State of the art

• Bright.

• Roomy

• Brand new

• Futuristic.

“To make it very HS2ish you would

need lots of modern spaces - roomy

and bright - informative and easy

access platforms that direct you to your

exact train without needing to heavily

rely on train information boards.”


“If we’re talking HS2, the future of rail,

then the station should be no exception-

it should be designed to impress!”


“Compared to a non HS2 station,

it should have that brand new,

fresh and state of the art feel but

not be off putting.”

(Commuter, Birmingham, 31-40)

Branded

• HS2 is perceived to be a high

quality brand.

• Panellists likened their

expectations of HS2 to the

look of the Virgin passenger

area at Euston.

• There is the expectation that

the station will be branded and

distanced from existing rail

services.

• HS2 employees should be

recognised by a distinctive

uniform.

HS2 is a futuristic service – this should be reflected in a very

modern design.

“Blend of atmospheric sensory

installations and hi-tech user

friendly information systems to

recognise that HS2 is a project for

the future.”

(Commuting, Leeds, 51-60)


This modern design should not replace architecture of

existing station buildingsBlending ‘Modern’ and ‘Traditional’

“I would recommend restoring

Edwardian train stations in their

original style to keep the heritage

of the town.”


“Important that the look of London

stations remain the same as that

is what makes them stand out and

define London.”


‘‘Warmth and welcome of the

good old days.”


Heritage Warmth Culture

“Keep historic façade, like at

Victoria station in Manchester,

which included the entrances

from which soldiers embarked on

their way to Belgium in WW1.”

(Leisure, Manchester, 61-70)

“The character of the station

buildings hark back to a more

leisurely age.”


Inside the station, modern

materials, new technologies and

futuristic designs could be

incorporated.

Existing old station architecture

could be restored and preserved.

This is important for the history of

the surrounding town/city.


Some of the key features of a HS2 station

“The café and takeaway coffee facilities are run

by local people, not a chain, and they are

friendly and have a community.”


‘A retail destination in it’s own

right.’ (Business, Birmingham,

51-60)

• Healthy and locally sourced food

• Vending machines

• HS2 to have its own catering outlet

• Kitchen and a microwave.

• Information touch screens

• Maps

• Signage on the floor

• Free newspapers,

magazines and internet.

• Retail outlets

• Efficient parking organisation

• Free toilets

• Free Wi-fi

• VIP comfort lounge.

• Contactless ticketing

• Smart ticket machines that

know the customer’s journey

• Access through barriers with

smartphone.

“High tech user friendly information systems to

recognise that HS2 is a project for the future.”

(Commuter, Leeds, 51-60)

‘”You always have to press loads of buttons at ticket

machines before actually getting what you want, if I do

the same journey all the time I should just be able to

swipe my phone or something.”


Excellent communication of information

Modern ticketing systemGreat facilities

High quality food


The HS2 Station Experience

Customers want HS2 stations to be identifiable as ‘HS2’. The panel have identified points of differentiation

to achieve this goal; A HS2 station should be exclusive in the way the station looks, its position as a

separate entity to current stations and the extra amenities provided to give customers an entertaining,

seamless and comfortable journey.

When designing HS2 stations, there are key factors to focus on

• Unique design

(distinguishable from non-

HS2 stations)

• HS2 Branded

• Seamless flow

• Entertaining

• High Speed (efficiency is

not exclusive to the train)

“It becomes a fun experience and not just a commute.”

(Leisure, London, 41-50)

“For me its about being able to find your way around a big station, but it’s also

introducing a bit of the HS2 experience before you get on the train.”

(Business, Liverpool, 41-50)

“I want my HS2 experience to be hassle -free, stress-less, and as

comfortable as possible.”

(Leisure, Birmingham, 51-60)

“You want to make the experience special and you want people to aspire to

travelling on HS2. I would expect there to be a significant HS2

presence…separate platform and a significant difference in the customer

experience.”


“Dedicated fast track lane to take you to a separate hs2 lounge where there is

ample comfortable seating, free tea, coffee machine and free Wi-Fi.”

(Business, Nottingham, 61-70)


Task:

Three of the main HS2 stations, Birmingham Interchange, East Midlands

Hub and Sheffield Meadowhall are placed outside of city centres. While

these stations will be well connected with other public transport systems,

many passengers may choose to drive to these stations. Car parking

facilities, especially at these stations, will therefore need to be high

capacity and easy to use. They would need to be designed so that it is a

seamless flow from the car park to platform.

In your experience of using car parks at airports, train stations or more

generally, what is good and bad car park design?

What systems do you think could be designed to help manage the flow of

cars and passengers from the car park to the platform? Happy for you to

be as imaginative as possible!

Posted 04/03/2016


Car parks should promote flow and efficiency. One factor of

parking that creates stress is the unpredictable time that it can

take.

Whilst there are many things that can be done to create a

modern and efficient parking system, the panel are aware that

this will inevitably result in an increase in cost to the customer.

If the cost for parking is high then it may defeat the object of

encouraging people to commute via train.

There is a battle between convenience and price. What is

convenient for time is not always as appealing in price.

For some passengers, using the car park is the first and

last thing they do when undertaking a train journey. It is

therefore vital that this feature of stations is well

managed

“In my opinion parking

is often the first and

last interaction we

have with a place,

space or building and

either a good or bad

experience can colour

our overall experience.

Overall, the design of

the HS2 car park must

be to make using the

car park as stress-free

as possible and avoid

any impact on

passenger

arrival/departure

pressure.”

(Business,

Birmingham, 31-40)


Good examples

“Recently I booked meet and greet at

Gatwick airport. Easy to book on line.

Followed by ample information on how to get

there, what will happen on arrival and what

happens on return. This was good to know to

ease the stress of parking etc. On arrival,

easy entrance/directions, met by someone

who told me exactly where to park, where to

drop the key, where to collect them etc. I was

told where the car will be taken for storage,

some 2 miles away rather than 30 miles

away that you sometimes hear of.”

(Business, Nottingham, 61-70)

“We have also used the facility of valet parking,

being met at the terminal by a representative and

car taken away and returned. That was by far the

easiest and less stressful option so if it could be

competitively priced, that would be a good way

forward.”


“Perhaps taking the model of airport hire car parking.

If these are located close to the terminal which we

found particularly easy in Burlington, Vermont USA,

You drop the car off at an assigned point then drop

the keys at the office. Job Done! It took about 5

minutes from parking up to arriving at check in for our

flight- seamless! All admin is done on line and we

found it absolutely brilliant. ”


“If you park via text in

Nottingham City centre using

'ringgo' then it texts you prior

to your parking running out to

remind you and also allows

you to purchase further time

via text rather than having to

return to your car.”


“Westfield Shopping

Centre in London operate

over head green and red

lights to indicate if the

space is available or not, I

think if we had allocated

spaces then we'd need to

follow some sort of

lighting system to ensure

we reach it.”

(Leisure, London, 41-50)

Clear where spaces are free Clear instructions Great service

Quick and efficient parking system Easy, stress-free and affordable


Bad examples

General car park annoyances:

• Steep inclines (difficult to drive up especially in traffic)

• Small spaces (difficult to park larger vehicles)

• Big pillars (easy to damage the car).

“Poor marking of spaces and direction (e.g. if there

is a one way system), ramps that people creep up

and stay on rather than going up a level, barriers

that people scrape their cars on the walls of the

ramps, no one on the other end of the intercom

when the payment machine fails.”

(Business, Leicester, 31-40)

“no bussing from car park to station, that is one of

the worst aspects of airport car parks. It makes

timings very unpredictable, which is completely

inappropriate for HS2.”

(Business, Leeds, 61-70)

“Inadequately sized lifts are another frequent problem,

being inadequately deep for my elevating leg-rest

(meaning I have to drop it, and try to bend my knee to

fit in, resulting in severe pain), let alone with room for

another passenger, and controls which are not

reachable once you're actually in the lift.”


“a very bad example of parking facilities had to be

Wolverhampton train station. The short stay parking

is right in front of the entrance to the station (very

small overcrowded) and this has only 10 or so car

park slots. As you can imagine at rush time when

people are getting picked up/ dropped off there is

always congestion and a lot of beeping cars who

never give way to anyone because of the tight

space.”


Poorly designed Congestion

Not disability friendlyUnpredictable


The panel identified several key features deemed

necessary

• Clear signage (exits, station

entrance)

• Plenty of spaces

• One way system to promote flow

• Wide spaces

• Step-free

• Disabled spaces close to lifts

• Easy to find spaces (for example,

spaces marked with a code which

identifies the location, floor or area)

• Clearly marked walk ways

• Separate taxi area.

•Baggage drop off

•Sheltered/covered way of getting

from car park to platform

•Easy to find luggage trolleys/electric

buggies

•Safe – CCTV, well lit, parking

attendants.

Price:• Many hoped that car parking would

be free or included within the price

of the ticket.

• If parking were to be an additional

price, they wanted to be assured

that paying would be easy including

having plenty of ticket machines.

A1


The

Panel’s

Ideas

https://youtu.be/-2WXzBKAA24

“I quite like the idea of an

optional bridge or covered

walkway from the car park

directly to the relevant

platform, one with a ticket

reader and an optional exit to

the concourse for those who

need to buy a ticket, perhaps a

travellator system too. ”


“Designated areas for particular

journeys perhaps, not sure how

this would work but parking

organised so those who will return

first will be able to leave quickly. ”


“Perhaps individual

parking spaces could be

allocated at the time of

booking, saving the

headache (especially

when short of time) of

driving around looking for

an empty space.”

(Business, Leeds, 61-70)

“For HS2 stations I don't see why car

parks cannot be immediately below

the platforms and concourse allowing

for immediate access from numerous

levels underground. Given the design

opportunity it would make sense for

access to be direct to the platform.”


“I also think it would make

sense to direct cars to free

spaces, this would

eliminate the typical

phenomena of cars

crawling around seeking

spaces. As a vehicle enters

the car park it could be

directed to a free space

that has a red "engaged"

sign displayed until the

allocated vehicle is near

the space, this could be

controlled using number

plate recognition and

CCTV.”

(Business, Birmingham,

51-60)

“Some people aren't too good at

manoeuvring their vehicles so

perhaps an automated system

where you drive to a platform

and then it places you in a spot

would save a lots of stress.”


“I would then have a lift system

that takes HS2 passengers up to

the top floor which would then

connect them to a small mono-rail

which would stop at the HS2

hub, to be greeted by HS2 staff,

check in, have refreshments

etc…..and the platform would be

accessible a short distance away

from the HS2 Hub.”



https://youtu.be/-2WXzBKAA24

Summary

Using the HS2 service will be a special experience

and unique from all other rail services, leaving the

passenger with the desire to experience it again.

It is important therefore that every detail is well

thought out and designed.

However, whilst the panel want an unforgettable

experience, the cost to the consumer must be at the

forefront of all decisions made.


Task:

Thinking about all the suggestions that have been made on car parking

solutions, what ideas do you think would be the most suitable?

Some of our ideas are: valet car parking, reserved car parking spaces and

autonomous cars, which is currently in use at Heathrow airport.

https://www.youtube.com/watch?v=Byk8LcPovOQ

Posted 11/03/2016


https://www.youtube.com/watch?v=Byk8LcPovOQ

Reserved parking was the most popular idea for how

car parks at stations could be managed

Parking at stations was identified as a ‘stress-point’ in

travelling by train. There were many ideas about how station

car park’s could be organised to reduce this tension.

In debating this subject there were a number of elements to

trade-off;

• Time, ease, cost, convenience, security.

Whilst reserved parking was identified as the preferred method of

organisation, many were keen to highlight that one purpose of HS2 is to

decongest the roads. With this in mind, public transport links should be a

priority.

The most popular idea was reserved parking.

Within this there were different ideas about how this

would work. However regardless of what is decided, it

must include the key features identified in the first part of

this task.

“I think the

most

important

thing for me

about parking

is to remove

stress and

uncertainty.”

(Commuter,

Manchester,

18-30)


Reserved parking was seen as quick, easy and efficient

Whilst there was no clear consensus of how this would be

managed, many assumed it would involve having a specific

space that you would be able to find quickly and easily either

by clear signs within the car park or via an app.

This method of parking management was preferred for a

number of reasons;

• Guaranteed space

• Passengers don’t have to part with their keys (like valet

parking)

• Stress-free

• No hunting for spaces.

“I think that

reserved

parking would

be great if you

could book a

parking space

when you book

your tickets that

way you would

be guaranteed a

parking space.”

(Leisure,

Birmingham, 51-

60)

Reserved parking would be away from the entrance to the station to avoid

creating congestion around this area.

Following reserved parking the next popular ideas were;

1. Automated parking

2. Valet parking.

The pods were a popular feature that they felt could be incorporated into

any car park system. These would shuttle passengers (and their luggage)

to the station from where ever they were in the car park.


There were many great ideas for how parking could be

managed, but with these ideas, also came concerns

Reserved

Automatic

Valet

“What happens if it's reserved and the person

doesn't turn up? Does that mean no-one can use

it?”


“Any of the above are going to warrant a cost, the

automatic option being more expensive than the

rest.”


“I once traded a valet parking ticket for my car

key on our first trip out to America at a

restaurant, and on reading the fine print on the

valet ticket it stated that the business does not

assume any responsibility for lost, damaged or

stolen items Moreover, we found that the degree

of responsibility assumed by any business

providing parking services for any lost car or

item, varied from one valet service to another.”


• People may not

turn up

• People may take

the wrong space.

• This would

inevitably come at a

high cost

• Is it reliable?

• Who’s responsible

if the car is

damaged?

• Handing over car

keys can feel

uncomfortable.


“Whenever I think of anything new, I always think of the same

questions. Will it add value? What impact will it have on myself

and others? What impact would it have on the quality of

passenger experience?

From a very simple perspective, I would like to know as soon as I

arrive on site where 'my' parking space actually is and be guided

there seamlessly. Depending on the size of the car park, then

some form of solution to take me and my family to the station (if

far enough away).

My concern with additional things such as valet parking, pods

and all other technological advances is there will be a significant

cost to this, and this has to be picked up by the customer at some

point! If you are trying to raise the profile and use of the service,

then it still needs to be affordable!!”



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