16 october 20061. 2 human factors for the london underground fit for the future stations (fftfs)...
TRANSCRIPT
16 October 2006 1
16 October 2006 2
Human Factors for the London Underground Fit for the Future
Stations (FftFS)
Nigel Scard Human Factors Engineer
Overview• The Fit for the Future Stations (FftFS)
programme
• HF input to FftFS Built Environment– Staff Seat– Customer Receptions– Visitor Centres
• Conclusions
3
The FftFS programme• A programme of change
• Transformation in Customer Service– Redeployment of staff from back offices into public areas to provide assistance to customers where it is demanded– Streamlining of admin tasks
• Mobile devices for staff
• Built Environment
4
FftFS Built Environment• Changes to physical infrastructure at stations
• Station lighting concepts
• Well demarcated information and ticketing zones
• Station design idiom
• New station features– Staff seat– Customer Receptions– Visitor Centres
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Halo lighting above ticket machines Information zone
Staff Seat• Facility being proposed
• Unpaid side of gateline near to information zones
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Evolution of the design concept
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HF aspects of the Staff Seat design
• Considerable HF input into design process for the Staff Seat
• Context of use and requirements– Staff must look approachable– Able to use mobile device– Adjustable height– Good sightlines of ticket machines and
gatelines
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Seat Height range and footrest height
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Seat pan design
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Customer Reception
• Busier stations
• Stand alone reception table in clearly demarcated information zone
• Staff Seat nearby
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Evolution of the design concept
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Design concept
• Pegs to rest iPads
• Slots for information leaflets
• Facility for use by both staff and customers– Can be used as a self service
facility when not staffed
• Table top will have embedded information
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HF input into design
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Visitor Centres (VCs)• Major LU gateway stations, e.g. King’s Cross, Euston,
Heathrow 123
• Aimed at infrequent visitors e.g. Tourists
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TICs to VCs – TICs look and feel
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HF input into VC counter design
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King’s Cross VC
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Conclusions• FftFS - a fundamental change in how customer service is provided at LU stations
• Transformation will be underpinned by built environment elements
• Significant involvement of HF, including built environment aspects
• The HF has had a real impact on the design
• Positive impact on both the staff and customer experience
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