16 October 20061

2 Human Factors for the London Underground Fit for the Future Stations (FftFS) Nigel ScardHuman 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 5

6 Halo lighting above ticket machinesInformation zone

Staff Seat Facility being proposed Unpaid side of gateline near to information zones 7

Evolution of the design concept 8

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 9

Seat Height range and footrest height 10

Seat pan design 11

Customer Reception Busier stations Stand alone reception table in clearly demarcated information zone Staff Seat nearby 12

Evolution of the design concept 13

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 14

HF input into design 15

Visitor Centres (VCs) Major LU gateway stations, e.g. King’s Cross, Euston, Heathrow 123 Aimed at infrequent visitors e.g. Tourists 16

TICs to VCs – TICs look and feel 17

HF input into VC counter design 18

King’s Cross VC 19

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 20

Contact Nigel Scard London Underground + 44 (0)