Planning
Putting the human into station design
Ticket queues that block access routes and run-down stations that attract crime… David Watts examines how station environments can be improved for passengers
S
tations, like airports, are places that people rarely want to spend time in – even
if many major termini feature excellent retail facilities. They are either hurrying to get on or off a train, or meeting people. But the time they spend
there is complex – in an unfamiliar environment, lots
of new information needs to be absorbed quickly. It is incumbent on the station designer to ensure that the environment is a pleasant and safe experience for all visitors. Station design has
historically been more focused on the operational needs of the rail companies, but in recent years, there has been a much greater understanding of the importance of addressing the
needs of passengers as the entire transport network becomes much more customer-focused. This is leading to a revolution in how stations are designed, just at a time when significant investment is being made on the station network in the UK. Key to this is understanding how people behave in a given environment – a science known as ‘human factors’. A human-focused station
design process based on a better understanding of the range of passengers – how they think, how they behave – will deliver higher satisfaction levels amongst passengers, a key objective of the rail industry. Human factors do not stand alone, but should be an integral part of the design process, in conjunction with architectural or design expertise. The question of balance is
a recurring theme, but in the past it has been too heavily weighted against the passenger. People have a need for a pleasant environment – it is no coincidence that the highest levels of crime and violence are recorded in run-down areas or stations that have a poorly conceived design. London’s St Pancras
grabs the headlines for having gone through extensive modernisation, while integrating the architectural and heritage qualities that give it personality. However, there are plenty of other fantastic examples on a smaller scale.
PAGE 34 OCTOBER 2010 The question of balance
arises when it comes to retail – an important source of revenue generation these days. But operators must also consider the issues of wayfinding and the primary purpose of the station – to get people onto/off trains. This is one area that stations are learning from airport design. Merseyrail has successfully integrated retail and rail services, while at Manchester Piccadilly retail is zoned away from the main passenger flow areas. Congestion is a critical
issue – particularly at peak operating times – but our recent work has shown that in many cases, layout of stations and signage actually makes things worse. Examples include the increasing addition of stairs, and how few interventions, such as signs, are actually effective at influencing behaviour. A human- based approach would start by looking at how people behave in a crowded environment and design to adapt to this rather than attempt to control it. Automation is a feature
of modern life, and is used extensively by the rail network. We recently looked at what people most disliked about the stations they use, and ticket machines were one of the top hates. A particular problem with ticket machines is that the queues of people waiting to use them can block the route of other passengers, but this can be avoided with more careful positioning of the machines.
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