Pointing the way to customer satisfaction

Key to the passenger experience, wayfinding in railroad stations can also help to minimize disruption and overcrowding during peak periods, as this article discusses. Britain's Network Rail (NR) has put the needs of passengers, staff and pedestrians in a central position within its planning process for the London Bridge station redevelopment, expected to be completed in 2018 with an increase in capacity from 50 million to 90 million passengers. NR is adopting a wayfinding strategy in order to accommodate this growth that it hopes will create a positive experience for railway passengers as they enter and exit the station. The three key components of wayfinding are orientation, direction giving and decision making, and this article details strategies for these components to be unobtrusively incorporated into the passenger experience resulting in customer satisfaction.


  • English

Media Info

  • Media Type: Print
  • Features: Figures; Photos;
  • Pagination: pp 51-52
  • Serial:

Subject/Index Terms

Filing Info

  • Accession Number: 01494335
  • Record Type: Publication
  • Files: TRIS
  • Created Date: Sep 25 2013 10:41AM