REPORT

STATIONS OF THE FUTURE:

HOW TO MAKE STATIONS
BETTER, MORE INCLUSIVE
TRANSPORT HUBS
NOVEMBER | 2023
International Association of Public Transport (UITP)
Rue Sainte-Marie, 6 | B-1080 Brussels | Belgium

Tel: +32 2 673 61 00

[email protected]
www.uitp.org

© UITP – International Association of Public Transport, November 2023

All rights reserved / No part of this publication may be reproduced or transmitted in any form or by any means without the written permission of the International
Association of Public Transport

2
 TABLE OF CONTENTS

4 EXECUTIVE SUMMARY

8 TRENDS: HOW SOCIETY, TECHNOLOGY AND THE ECONOMY ARE EVOLVING

9 Introduction
10 Current context of uncertainty
11 Society
13 Technology
14 Economy
15 Conclusions and next steps

16 CHALLENGES AND SOLUTIONS: HOW TO MAKE STATIONS LIVELY HUBS

FOR CITIZENS AND PUBLIC TRANSPORT USERS
17 Introduction
18 Methodology/Context
19 Challenges and Solutions
19 Journey Map
21 Entrance
27 Concourse / Ticket Hall
43 Ticket Gates
47 Corridors, Stairs, Elevators, Escalators
55 Platform
59 Exit
63 Making the Unseen Seen: Enhancing the Station
Experience Beyond Physical Touchpoints
68 Conclusions
69 Acknowledgements

3
 EXECUTIVE
SUMMARY

The role that stations play within our cities is undergoing a profound transformation, necessitating
their adaptation to meet the evolving demands of modern society. The ‘Stations of the Future’ project,
a collaboration between the International Association of Public Transport (UITP) and KONE, a global
leader in the elevator and escalator industry, is setting out to review the role of public transport stations
in our cities and to redefine what they contribute. The objective is to inspire public transport professionals
and stakeholders to work to reimagine stations as connectors and centres of urban activities, places where
people will come together. The project report aims to act as a catalyst for transformative thinking on the
future of stations, and will invite readers to envision these spaces not merely as simple transit hubs but as
vibrant centres for community life.

4
METHODOLOGY

The methodology employed for this project is a blend of

intensive workshops and comprehensive desk research.
We have delved into the complexities of station
development and evolution in depth, by leveraging the
collective knowledge and insights of industry experts
and UITP member companies (including operators,
authorities, manufacturers and other stakeholders
involved in stations).

The stations discussed in this report are buildings

that act as entry points into public transport systems,
but at the same time also provide ancillary services
and social activities. Although primarily focused on
larger multimodal stations, our approach was rooted
in understanding passengers’ needs and desires, while
analysing critical touchpoints throughout their journey
within the station. This approach fostered a collaborative CHALLENGES
atmosphere, one which encouraged innovative ideas and
practical solutions for future station development. The project examined the needs and expectations
of various passenger groups, in order to identify the
We would like to extend a special thank you to all those challenges that those involved in running stations must
mentioned in the acknowledgements at the end of the address to make them more attractive, appealing and
report for their support and contributions. inclusive for all. Key challenges identified includes:

 anaging people flows - Stations need to be resilient

M
to changing passenger numbers, travel patterns and
KEY TRENDS
expectations. As a result, the careful planning of
operations and management is increasingly important
Earlier projections had shown that demand for public in ensuring a smooth and enjoyable experience when
transport was rising; however, the global pandemic using stations. One of the primary challenges faced
disrupted this trend and the associated projections need here is managing people flows with people moving at
to be re-evaluated. As well as the numerous uncertainties different speeds and in different directions.
triggered by the global pandemic, there are some general
factors that also need to be monitored. These include: I mproving connectivity with the surrounding urban
environment: Another challenge is to improve the
 ocietal changes: The age of the population, the
S connectivity between stations and their surrounding
composition of households, remote work and urban environment. Seamless integration with the
education, increasing health awareness and changing surrounding city and other modes of transportation
customer expectations. can simplify door-to-door travel for commuters
and attract more citizens to become regular public
T echnology & innovation: This includes digitalisation transport users.
and the growing offer of first- and last- miles modes.
 nhancing station amenities for greater user wellbeing:
E
 conomic aspects: These include increasing energy
E In today’s fast-paced world, transport stations are no
costs, ageing stations and - in some regions of the longer simply places to wait for trains or buses. Instead,
world - a scarcity of staff. they are becoming social and economic hubs where
people can shop, dine, pick-up or drop-off parcels,
These trends may differ between regions; however, as relax and enjoy various types of entertainment. This
they define our context, they can create both offers a unique opportunity to create spaces that
opportunities and challenges for the transport sector and both cater to passenger needs and appeal to the wider
for stations. community, as well as to investors in the station and
the surrounding areas.

5
JOURNEY MAP

Measures to improve public transport stations and make them more attractive for passengers and residents have been
organised in a journey map. This outlines the various points within a station that should be the focus of attention:

1. ENTRANCE 2. CONCOURSE/
TICKET HALL

4. CORRIDORS STAIRS 3. TICKET

ELEVATORS ESCALATORS GATES

5. PLATFORM 6. EXIT

1. ENTRANCE: 4. CORRIDORS, STAIRS, ELEVATORS

Entrances to stations serve as gateways to the public AND ESCALATORS:
transport network. To make them welcoming and Areas with limited space or movement between different
attractive, entrances need to undergo a transformation levels in a station (vertical circulation) pose challenges to
that make them enticing and connects them with users. efficient people flow. To optimise these spaces, obstacles
should be eliminated and the number of conflicting flows
reduced.
2. CONCOURSE/TICKET HALL:
Concourses and ticket halls are often perceived simply
as areas to passage, lacking any meaningful connection 5. PLATFORM:
with those who move through them. The challenge is to The platform acts as the interface between passengers and
transform them into spaces that are appreciated by both their mode of transport. When boarding or alighting, creating
travellers and locals alike. a seamless, safe and pleasant connection is essential.

3. TICKET GATES: 6. EXIT:

Ticket gates and security checkpoints demarcate Station exits mark the beginning of another stage of the
boundaries within a station, shaping the flow of people. passenger’s journey. Offering information on transfer
Congestion issues must be identified and addressed, in options and local amenities, as well as connecting to the
order to ensure smooth transitions between zones. surrounding area, is vital.

6
Beyond the physical infrastructure, the report identifies a  ata-driven decision making plays a pivotal role in
D
number of contextual factors that may play an important optimising stations as well as passenger flow solutions
role. In particular, digitalisation has brought about in order to deliver seamless travel experiences.
significant changes in passenger services.
Governance and Financing are important enablers for
 rom online ticketing to personalised travel companion
F enhancing the attractiveness of stations.
applications, digital solutions offer customer-
tailored travel experiences, creating opportunities  ollaboration between stakeholders - specifically
C
for enhanced connectivity and convenience with the including non-transport stakeholders - can help
station and its surrounding area. broaden perspectives in station development. It can
also aid understanding of the role stations can play in
Technological advancements such as the IoT supporting community activities and enhancing urban
(Internet of Things), AI (Artificial intelligence) and development.
ML (Machine Learning) are revolutionising station
design and operation. Tools such as BIM (Building Collaboration transforms stations into lively destinations,
Information Modelling), GIS (Geographic Information while good governance ensures that these transformations
Systems), Virtual Reality and 3D modelling - along are feasible and sustainable.
with digital twins - are improving efficiency, safety and
the customer experience.

RECOMMENDATIONS

The project identified several recommendations for enhancing the station experience and for catering to the diverse
needs of current and future passengers:

L ast-mile Connectivity - Ensure seamless connections  onnection with Surroundings - Create a strong
C
with other transport modes for the last mile, facilitating connection with a station’s surroundings through
easy interchanges and transfers for passengers. architectural integration, event announcements, pop-
up events and visualisations of the local surroundings.
 isibility and Unique Identifier - Stations should be
V
easily identifiable and should stand out clearly, aiding  igital Concourse - Use digital technologies to make
D
wayfinding for passengers. the passenger services of the physical concourse
accessible on a mobile device to enhance efficiency
Accessibility - Go beyond mere compliance with and improve the passenger experience.
accessibility regulations; prioritise inclusivity in design
to accommodate passengers with various needs and  I and IoT Integration - Implement AI and the IoT for
A
different people moving types/solutions. planning and operations, to help optimise resource
allocation and enhance station management.
 low Optimisation - Implement real-time wayfinding,
F
separate passenger flows and manage bottlenecks  ollaborative Initiatives - Work with stakeholders on
C
strategically to improve station efficiency. transit-oriented development, and introduce ticket
options that combine events and public transport,
 tmosphere Enhancement - Create a welcoming
A making stations an attractive and efficient aspect of
ambiance through proper lighting, waterproof daily activities.
entrances, soundscapes, vibrant colours and green
spaces, designed to enhance the passenger experience.  reservation and Repurposing - Consider repurposing
P
historical stations to give them a new lease of life,
T imely Information - Provide relevant information to preserving their heritage while meeting modern
passengers at the right time, making their experience transportation needs.
within the station smoother and more convenient.
By focusing on these recommendations, stakeholders can
 assenger Segmentation - Recognise different
P design and manage stations that not only meet functional
passenger categories with distinct purchasing styles, requirements but also make them an enjoyable, efficient
preferences while waiting and entertainment needs; and inclusive experience for passengers.
tailor services accordingly.
7
TRENDS: HOW SOCIETY,
TECHNOLOGY AND THE
ECONOMY ARE EVOLVING

8
INTRODUCTION

A lot has happened during the last two years: what Beyond exchange of knowledge, best practices and
has changed and to what extent do the COVID-19 recommendations, our aim is to provide operators
and the current economic and energy crises impact and other relevant stakeholders industry ideas and
mobility demand and passenger travel habits and inspiration of how to adapt stations in the future.
behaviours today? What are regional commonalities
or differences? What could the consequences for This section was the first step of our study. It
the stations be – worldwide and in different parts of summarises the observations identified in existing
the world? reports and publications and is based on initial
discussions with UITP stakeholders from all around
Our sector has a long and strong experience in the world. These observations may show changes
contributing to sustainable transport and in making in the behaviour and needs of citizens and public
cities nice places to live and work. It is constantly transport users and will impact the role of the
innovating to continue playing its key role for people stations in the future as well as any available services
and for the planet. and functions.

To complement existing studies and reports on The following section will provide potential innovative
various aspects of station development for the solutions and best practices for stations to respond
future, this new UITP and KONE study aims at to new needs and expectations of the customers of
taking a fresh look at societal, technological, and the future.
economical aspects that appear to be emerging and
might influence the future of stations. Making stations lively hubs for citizens and public
transport users will contribute to making public
This study focuses on multimodal stations which transport the only solution for healthy cities.
serve as entry points to public transport systems but
also provide ancillary services and social activities.

9
CURRENT CONTEXT OF UNCERTAINTY  oncerns about crowded areas and an increased po-
C
tential for flexible working models triggered an in-
In the past, projections showed that demand for public creased interest of leaving cities and relocating to less
transport was growing. With a global population due to densely populated areas. It is still unclear if this trend
reach 8.6 billion by the end of the year 20301, global may continue in some countries or will reverse in the
demand for passenger transport is projected to increase future.
three-fold between 2015 and 2050 from 44 trillion to
122 trillion passengers, according to ARUP2. In this re- For all these aspects, we do not know for sure how these
spect, public transport will continue to be vital for com- observed factors will evolve in the different parts of the
muters and other users and needs to deal with growing world, but the station of the future must adapt to any
passenger flows and improve crowd management. changes and challenges to remain attractive to passengers.
Nevertheless, the global pandemic has disrupted this de-
velopment and these projections need to be re-evaluated: GENERAL ASPECTS
 t the beginning of the pandemic, following travel
A
and mobility restrictions, we have seen that passenger Besides uncertainties triggered by the global pandemic,
numbers collapsed3. While figures seem to be recov- there are some general societal, technological, and eco-
ering, it is too early to say to what extent public trans- nomical factors that also shape our context which need
port is going to recover and if this recovery follows the to be monitored, in terms of opportunities and challeng-
same or new patterns of travel demand. es for the transport sector and for stations.
 emote working and education have become the norm
R
not only during the pandemic, but also afterwards for
some of the companies around the world. The appetite
and acceptance of this concept might vary across cit-
ies and cultures, so we are not sure yet if remote work
and education will persist or disappear.

1
https://www.un.org/en/desa/world-population-projected-reach-98-billion-2050-and-112-billion-2100
2
Future of Stations, ARUP 2020
3
Coronavirus (Covid-19) Flash update: Ridership evolution, UITP, 2022

10
 SOCIETY
With the evolution of the societal factors which will be discussed below,
new needs and customer preferences are emerging, that will influence
how stations need to be developed or renovated for the future.

Age of population
One major observation is the ageing global popu-
lation as well as a worldwide trend towards a higher
income, people living longer, and being fitter and
more active4. With an increasing life expectancy,
the proportion of those who are 60+ is increasing
and will reach around 43% of the population in Eu-
rope by 20255, 16% in Asia by 20406, 22% in the
US by 20507 and 11% in Latin America in 20218 – a
region expected to have the fastest rate of popula-
tion ageing in the world over the coming decades. Household composition
The share of this population segment can only con- Changes in household composition of families,
tinue to grow. This is why it has caught the attention with members sometimes living in separately,
of policy makers and economic operators and how children staying longer with their parents due to
the concept of Silver Economy9 emerged. the difficulty to buy or rent a house/apartment,
several generations living in the same house, etc.10
These might have an impact on daily routines and
This could be an opportunity in terms of attract- journey patterns as well as how the individuals in-
ing new customers from “silver” customer group teract with mobility options.
to serve and more consistent demand outside the
peak hours and comparatively lower peaks.
The challenge for stations to remain attractive is Positive for the public transport sector is that
to satisfy more diverse expectations. younger people are comparatively less car depen-
dent and may be longer captive users choosing to
use public transport over cars to travel.
With differing travel patterns, current understand-
ings of passenger flows would need to be revisited
to ensure that the offer and stations remains suit-
able for both the operator and the passenger.

4
 osling, Hans, Ola Rosling, and Anna Rosling Rönnlund. 2019. Factfulness: Ten Reasons We’re Wrong about the World - and Why Things Are Better than You
R
Think. London, England: Sceptre.
5
The Silver Economy, European Commission, 2018
6
https://worlddata.io/blog/silver-economy-asia
7
https://www.statista.com/statistics/457822/share-of-old-age-population-in-the-total-us-population/
8
Silver Economy, a mapping of actors and trends in Latin America and the Caribbean, IDB Lab, 2021
9
Silver economy – the market for goods and services for people aged 65 and over. Source: https://www.iso.org/news/Ref2168.htm
10
https://www.pewresearch.org/fact-tank/2022/07/20/young-adults-in-u-s-are-much-more-likely-than-50-years-ago-to-be-living-in-a-multigenerational-
household - https://ec.europa.eu/eurostat/statistics-explained/index.php?oldid=494351#Development_over_the_years

11
 Remote work and education Health awareness
After two years of lockdown and remote work, in For various reasons, including an increasing life
Europe, people are reluctant to come back to the expectancy and the recent global pandemic, there
office/school11. This leads to various adaptations of is an increasing awareness about health.
working habits.

The positive impact of remote work and education With the COVID-19 crisis, concern about hygiene
is a better distribution of peaks/off peaks. and cleanliness has increased, which is quite a chal-
lenge for public transport systems to manage in
The negative impacts are the risk to lose customers places with large numbers of people such as stations.
and different travel patterns to deal with.
With an increase in journeys made by bike and
by foot, public transport can develop its offer to
capture this growing group of travellers, including
offering different services dedicated to bikes.
Customer expectations
People that can take shorter journeys avoiding
People expect a personalised service to suit their public transport will in turn allow for more capac-
needs. With many new business and service mod- ity for those taking longer journeys that are less
els appearing, customers have become used to possible by cycling/walking.
receiving services free-of-charge or at a consid-
erably reduced cost meaning that operators need
to also ensure that paid services are kept to a mini-
mum. This can include free Wi-Fi, teaming up with
local businesses and cafes to provide offers that
can be attractive to travellers.

The opportunity is to provide new services to meet

customer expectations and improve the percep-
tion of public transport.
The challenge would be to find a compromise be-
tween the collective and shared nature of public
transport and the personalisation of services.
It is also necessary to find a compromise between
the expectation of free services, a sustainable
business model for stations and attractiveness to
future investors.

11
Source: https://www.gartner.com/en/newsroom/press-releases/2021-06-22-gartner-forecasts-51-percent-of-global-knowledge-workers-will-be-remote-
by-2021 ; https://www.gartner.com/smarterwithgartner/9-future-of-work-trends-post-covid-19 ; https://www.prnewswire.com/news-releases/owl-labs--glob-
al-workplace-analytics-state-of-remote-work-report-1-in-2-people-wont-return-to-jobs-that-dont-offer-remote-work-after-covid-19-301148456.html

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 TECHNOLOGY
This section is focused on technological factors that should be taken into
consideration while implementing new services for passengers at stations.

Digitalisation First and last mile services

The recent years have seen enormous progress in New mobility models, such as Mobility as a Ser-
technological innovation. Digitalisation can espe- vice (MaaS) or ride hailing, typically based on digital
cially be considered a game changer with internet channels for such as planning, booking and payment,
availability everywhere, and quick access with wide- provide new options to move around in a city. The
spread use of smart phones. Some physical services first of such services were developed independent-
such as ticketing sales at stations can be reduced ly of the public transport sphere by private players
with staff being redeployed to other tasks within the leading to areas which are lacking integration.
station providing a more visible human presence.
For those who avail of the digital services, their
journey begins at the moment they access the ser- Well-integrated, these services could be excellent
vices, which is often before they have even left their complements to public transport, especially at ur-
front door as they are able to get anything they ban transport nodes characterised by stations.
need from the digital ticketing hall of the station.
Left unconsidered, the services would evolve indi-
vidually leading to two or more discrete offers po-
Digitalisation brings the opportunity to further tentially leaving passengers lost amongst an over-
develop new relevant services based on collected supply of services.
data and to enhance the overall passenger experi-
ence at stations. It also allows to re-imagine certain
services that at the beginning had a physical nature
and required presence at a station.
Digital communications channels can be used to
show customers what is behind the scenes (e.g.,
how cleaning procedures during/after the pan-
demic were organised) thereby increasing trust.
Digitalisation can also help to improve station
management and maintenance; connected equip-
ment supports new concepts and more direct and
simplified interaction between the operator and
the customer such as allowing passengers to report
any damage.
The challenge is to deal with cyber security and pri-
vacy concerns generated by collecting data and its
use as customers may be less willing to use the vari-
ous digital services if they lack trust or do not see the
value in return for their data.

13
 ECONOMY
The events of recent years have been highly influential on the current eco-
nomics of station management. Even though it is not possible to accurately
predict the future economic context, it is important to highlight the potential
impacts especially towards the building and governance of stations.

Ageing stations
Public transport infrastructure has a lengthy life
cycle, and while new lines and services continue to
expand, stations as part of the urban fabric have
to adapt together with the city.

Stations historically are at the centre of cities and

are attractive for potential investors in terms of land
value capture and central location.
This, however, means that with a station’s lengthy life
cycle we must deal with ageing stations14will need to
be renovated and upgraded several times in their
lifespan, including integration with new services.
Energy costs
Currently, we see tendencies of inflation12 and a
substantial increase in prices for fuel and energy
which may undermine global economic growth for
Scarcity of staff
years to come13.
All industries currently suffer from shortage of staff
and have difficulties to attract new employees15.
Fuel prices may increase public transport demand
as travellers seek out cheaper options, however if
continued high energy prices lead to an economic In order to ease the issue of a scarcity of staff, tech-
downturn, this could result in a general decrease nology and automation/self service, could be devel-
in travel. oped in order to maintain service.
Energy is a significant component of the operating With automation of some tasks, employees may see
costs of public transport operators, and the un- a change in their responsibilities, potentially com-
certainty in energy prices is an additional challenge bining tasks from several different roles which inter-
which can potentially impact the ability to maintain act with customers, ensuring a more visible human
service levels without additional financial support. presence in stations.

12
https://www2.deloitte.com/xe/en/insights/economy/is-the-global-surge-in-inflation-here-to-stay.html
13
https://blogs.worldbank.org/developmenttalk/energy-shock-could-sap-global-growth-years
14
First railway stations started to appear at the beginning of 19th century
15
https://wttc.org/Portals/0/Documents/Reports/2022/WTTC-Staff%20Shortages-August22.pdf

14
CONCLUSION

All the factors listed above could potentially The next step of our study will mainly focus the
influence public transport customers’ behaviour differing requirements of travellers, specific and
and expectations. What are their specific needs conflicting needs, as well as solutions for stations,
and what could be developed to attract/retain concentrating on three main aspects: station
them? What would they like to see at stations in management, station design and technology.
the future?

15
CHALLENGES AND
SOLUTIONS: HOW TO MAKE
STATIONS LIVELY HUBS
FOR CITIZENS AND PUBLIC
TRANSPORT USERS
SOLUTIONS

16
 INTRODUCTION

The role of stations in our cities is evolving, and it its users. It examines stations from two perspectives;
is important to ensure that they are designed and that of the user and that of the sector. It identifies
developed to meet the changing needs of society. various solutions associated with each stage of a
user’s journey through the station, which address
By sharing knowledge and insights, the project to one or more of the challenges facing station
aims to understand what - from a station user’s operators. In this report, the solutions - both for
perspective - is needed, and how to attract more already-existing stations and for new projects
users to stations and to public transport. The - have been collected from the workshops, as
project focuses on analysing what can be improved detailed in the methodology below. The report
at various touchpoints within the user journey has also collected best practices and use-cases
throughout the station. In addition, it seeks to draw from around the world, demonstrating the most
attention to the importance of stations in the public effective approaches to station development and
transport ecosystem, and to inspire operators and enhancement.
industry with ideas for solutions.
The stations of the future will be improved versions
Building on the first section, which highlighted those of those of today and tomorrow, and this report
societal, economic and technological observations will be of interest to anyone interested in public
and trends that may impact the role and transport, station development and the future
functions of stations,16 this edition offers potential of our cities.
solutions for stations to meet the growing needs of

16
https://www.uitp.org/news/how-to-make-stations-lively-hubs-for-passengers-stations-of-the-future-project-publishes-first-study/

17
METHODOLOGY/CONTEXT
To address the needs of station users, we identified
The aim of this study was to identify the needs and several key challenges that operators face. We provided
expectations of distinct groups of passengers, and to solutions in response to these challenges, which are
explore how stations can be made more welcoming organised according to the user journey flow. These
and inclusive for all. The study used journey mapping17 to cover essential areas of the station, such as the entrance,
understand the main stages of the passenger experience concourse (including the ticket hall), ticket gate area,
at the station and to identify essential touchpoints for corridors/stairs/elevators/escalators, platform and exit.
improvement. To extract requirements, two demographic The solutions are also labelled by type; technology,
groups were chosen; Generation Z18 and representatives infrastructure or management.
of the Silver Economy.19 These groups were selected
in recognition of the changing expectations of users The study’s limitations include the lack of direct
over time and to highlight the importance of catering involvement of passengers or station users and the need
to different, yet significant, customer segments. The for further research on the governance and management
analysis identified four significant differences in needs, of aging stations, which can be an opportunity for future
as well as common needs important for all categories exploration.
of passengers. Key challenges identified included the
following: As part of the project, we issued a call for best practices;
these can be found in an Annex to this report.
 peed of movement: Passengers move at different
S
speeds through public transport systems. Some
passengers prioritise a fast journey at every touch
point, while others require more time for their journey
and value convenience more than speed.

 igital proficiency and autonomy: passengers have

D
differing levels of digital proficiency. This affects
their autonomy in travelling. Some passengers feel
comfortable using their mobile phone to plan and
navigate, and prefer self-service solutions and others
prefer human contact for information and assistance.

Integration of station and city: Stations are a

steppingstone in a journey and a landmark within a city.
In order to suitably reflect on this function, stations
should be better integrated into the urban fabric and
transport services available be better connected with
the options that take you further.

Workshops and brainstorming sessions were held in

various locations, including Singapore, Jacksonville,
Delhi and online, gathering input and solutions from
transportation industry experts and stakeholders.

The data collected was supplemented through desk

research, best practices and observations. The study
timeline included desk research in the summer of 2022,
and active work and organisation of workshops from
September 2022 to March 2023.

17
https://internationalservicedesigninstitute.com/the-story-of-the-journey-map-the-most-used-service-esign
18
‘Generation Z’ refers to those born between 1996-2012, shaped by the digital age, climate anxiety and COVID-19. Termed ‘digital natives’ due to their reliance on
mobiles, internet and social media, they prefer self-service options over personal assistance.
19
T he ‘Silver economy’ refers to well-off and mobile travellers aged 60 and above with active lifestyles. They’ll have a growing impact on global spending power,
growth and jobs. They prefer smooth, pleasant travel and appreciate staff assistance while using public transport.

18
CHALLENGES AND SOLUTIONS

CHALLENGES

To enhance the user experience of the station and attract more people, transport station operators must address
several key challenges that we identified through our research and workshops:

1. Managing people flows 3. Enhancing station amenities for greater

user well-being
As the number of users in transport stations continues
to grow, the careful planning of station operations and In today’s fast-paced world, transport stations are no
management is increasingly important to ensure a smooth longer just places to wait for trains or buses but are
and enjoyable experience. One of the primary challenges becoming social and economic hubs where people can
that operators face here is managing the diverging people shop, dine, relax and enjoy various types of entertainment.
flows with people moving at different speeds. This presents a unique opportunity for operators to create
spaces that cater to passenger needs while also appealing
to the wider community as well as investors.
2. I mproving connectivity with the surrounding
urban environment In response to these challenges, the solutions presented
in this report follow the station user’s journey flow. This
Another challenge for operators is to improve the covers key areas of the station, including the entrance,
connectivity between stations and the surrounding urban concourse, ticket hall, ticket gate area, corridors, stairs,
environment. Seamless integration with the city and elevators, escalators, platform and exit.
other modes of transportation can simplify door-to-door
travel for commuters and attract more citizens and public
transport users.

JOURNEY MAP

In order to organise the themes in an understandable form, this report uses a journey map, following the path of a
station user as they move through a station. The following section identifies user requirements and discuss solutions
along the steps of the map.

Defined solutions are defined in three categories:

Technology Infrastructure Management

19
 DIGITALISATION p.63

EASY CONNECTION
WITH OTHER MODES
VISIBLE AND
p.22 p.23 IDENTIFIABLE GOVERNANCE
STATION
ORGANISATION OF ENTRANCE AND EXIT p.65

ENTRANCE
p.24

p.25 ENTERING THE STATION

SERVICE-RELATED
p.28
INFORMATION

TICKET p.30
PURCHASE

CUSTOMER
QUALITY p.32
ASSISTANCE
CONCOURSE/ OF WAITING p.34
TICKET HALL ZONES
p.39
INTEGRATING
THIRD-PARTY p.40 THE STATION
SERVICES INTO THE CITY

TICKET GATES p.44

TICKET
GATES

ORGANISING p.48
PEOPLE FLOWS VERTICAL
p.50 CIRCULATION
CORRIDORS
STAIRS
ELEVATORS
ESCALATORS

BOARDING
FOR THE p.56
SERVICE
ARRIVING AT
PLATFORM p.58 DESTINATION

CONNECTING
NEXT WITH URBAN
SERVICE
p.60 SURROUNDING

p.61
EXIT

20
ENTRANCE
ARRIVING AND FINDING YOUR WAY
Entrances of stations are gateways into the public transport network.
As a key touchpoint for those using the station, entrances should
attract and be welcoming to users.

21
 EASY CONNECTION WITH OTHER MODES
SOLUTION NAME:
DEDICATED DROP OFF AREAS FOR SHARED MOBILITY

Improving connectivity with the surrounding urban environment – ‘Intermodality’

WHY WHAT
People may arrive at the station via other transport Dedicated drop off zones should be provided for the
means, needing to park or drop off vehicles to continue shared vehicle services available in the area. In order
their journey. to promote sustainable mobility and to make efficient
use of the available urban space, environmentally
friendly transport modes and shared services should be
prioritised.

UITP POLICY BRIEF – MOBILITY HUBS STEERING THE SHIFT TOWARDS INTEGRATED
SUSTAINABLE MOBILITY
While not all mobility hubs are stations, all stations are mobility hubs. This UITP Policy Brief provides advice and
Best Practices for Mobility Hubs.20

SOLUTION NAME:
SIGNAGE FOR PARKING AND DROP OFF POINTS
FOR TRANSPORT ALTERNATIVES.

Improving connectivity with the surrounding urban environment – ‘Information’

WHY WHAT
Certain stations may not be within the reach of other Information about parking should be made available
modes, and users will need to travel by car. Information either online or clearly on the road before arriving at
should be provided on topics such as the number of the station; it should also be well signposted in the
spaces, opening hours and prices. station. Real-time information can be provided by
small inset screens on road signs.
The same information should also be provided for
alternative modes. Information for modes such as car
sharing, ride hailing, scooter/bicycle charging points
or demand responsive transit can be provided inside
stations, where these options exist.

20
The UITP Policy brief on Mobility hubs can be read here: https://www.uitp.org/news/mobility-hubs-steering-the-shift-towards-integrated-sustainable-mobility

22
 VISIBLE AND IDENTIFIABLE STATION
SOLUTION NAME:
ICONIC STATION IDENTIFIER

Improving connectivity with the surrounding urban environment – ‘Wayfinding’

WHY WHAT
Station users need to be able to easily identify the A single identifier, common to all stations in the area,
entrance into a network. Some may be confused by will help indicate the station entrance. This identifier
the various signs due to information noise, particularly needs to be recognisable from a distance and should
if there are several for a single station. This is especially be unified throughout the entire public transport
important for those less users familiar with the area. system. This can also be useful for avoiding promoting
one operator over another, and can be used in
marketing to make the system even more identifiable.

TfL – ROUNDEL
Station identifiers come in all shapes and sizes; one of the most identifiable is the TfL roundel, which retains its
shape for all modes and can be easily recognised.

23
 ORGANISATION ENTRANCE AND EXIT
SOLUTION NAME:
BIKE ENTRANCE

Improving connectivity with the surrounding urban environment – ‘Intermodality & People Flow’

WHY WHAT
Station users should be aware of the suitable entrances Providing a dedicated entrance from a bike-parking
and paths when moving through the station with a bike. area can encourage more cyclists to use the station,
while also reducing conflict points between users at
entrances.

SOLUTION NAME:
ACCESSIBLE ENTRANCES (PRM)

Improving connectivity with the surrounding urban environment – ‘Accessibility’

WHY WHAT
People with reduced mobility should be able to access Ideally, PT systems should be fully accessible and
the station via at least one entrance, preferably via all. adapted to all people, including those with reduced
These entrances should also be kept in good condition, mobility. In addition to being fully accessible, stations
particularly where there are no alternative accessible should also be cleaned and maintained regularly to
entrances. ensure a pleasant travel experience for all users, free of
any unpleasant smells or discomfort.
As this is not always the case, any entrance dedicated
for people with reduced mobility should be identified
indicating the path to the platform and vehicle with any
details on blocked routes shared with users in advance.
Multiples of each equipment should be available.

METRO DE MADRID – ACCESSIBILITY AND INCLUSION PLAN

Metro de Madrid launched its accessibility and Inclusion Plan in 2016 to enable full autonomy for those with
reduced mobility and/or sensory/cognitive difficulties by installing elevators and improving complementary
measures. More information can be found in the Rail Success Stories report.

KAYSERI ULASIM - UNHINDERED ACCESS PROJECT

Working with university students, Kayseri Ulasim provides assistance, particularly in boarding and alighting.
In addition, the project provides part-time paid employment for university students. More information can be
found in the Rail Success Stories report.

24
 SOLUTION NAME:
DEDICATED ENTRANCE AND EXIT

Improving connectivity with the surrounding urban environment – ‘People Flow’

WHY WHAT
Station users need to be able to enter the station A solution to avoid congestion is to separate people
without encountering any obstacles, including flows by having clearly identifiable, dedicated
conflicting flows of people that might create entrances and exits. This can help to reduce the
congestion. number of conflict points in the people flow,
particularly during peak hours.
Clear demarcation of entrances and exits, using lights
or small barriers that change in real time, can manage
people flows dynamically.

ENTERING THE STATION

SOLUTION NAME:
LIGHT ACCLIMATISATION AT STATION ENTRANCES

Enhancing station amenities for better user well-being – ‘Comfort’

WHY WHAT
Station users need to feel comfortable moving from Light should change as gradually as possible to make
one area to the next, particularly when moving from a the station more attractive as a location, and so that
bright to a dark location. people are not discouraged from entering the station.
Entering a dark station can be uncomfortable, but if
the change is gradual, the user will feel safer and at
greater ease.
The lighting should also change dynamically, in line
with the brightness levels outside. This creates a more
unified space and creates less of a barrier to those
entering the station.

25
 SOLUTION NAME:
SHELTER TO CREATE WEATHERPROOF ZONE

Enhancing station amenities for better user well-being – ‘Comfort’

WHY WHAT
Station users should be protected from the weather Station exits and entrances should have a shelter
when entering and exiting the station. extending out from the building for those entering or
maybe waiting for a connecting mode of transport.
Depending on the climate, this can be a simple
awning structure as protection from the rain to a
more substantial structure protecting users from high
temperatures or heavy rainfall.

SOLUTION NAME:
AWARENESS OF OUT-OF-ORDER EQUIPMENT

Enhancing station amenities for better user well-being – ‘Information, Accessibility & Reducing Frustration’

WHY WHAT
In advance of their arrival at the station, users should Before arrival at the station, information should
be made aware of the status of facilities that may have be available online as to the status of essential
an impact on their visit, particularly those linked to facilities such as elevators or toilets and alternative
accessibility. arrangements where needed. This allows users to feel
more in control of their journey and to feel supported
knowing that alternatives are available.
Real-time information could be shared within the app
and taken into account in travel planners to provide a
personalised journey.

With increasing numbers of digital tools becoming available, the ‘digital concourse’ is now available in the
pockets of many station users. Travel companions can support users with information on routes in real time,
providing alternatives and directing station users to routes with functioning equipment as per their preferences /
requirements. More on this can be read in the final section of the report.
An example of real-time information of the availability of elevators and escalators can be found on the websites
of RATP (Paris)21 and WMATA (Washington DC).22

21
https://www.ratp.fr/services/etat-equipement
22
https://www.wmata.com/service/elevators-escalators/Elevator-Escalator-Service-Status.cfm

26
 CONCOURSE /
TICKET HALL
SPENDING TIME
Stations as well as their concourses are often seen simply as places
where people pass through, devoid of any real connection with those
in it – a ‘non-place’.23 For stations to become attractive, they should
form a bond with users, making them a space to be appreciated by
both travellers and locals alike.

23
M. Augé, Non-Places: Introduction to an Anthropology of Supermodernity

27
 SERVICE-RELATED INFORMATION
SOLUTION NAME:
DIGITAL DISPLAYS

Enhancing station amenities for greater user well-being – ‘Information & Wayfinding’

WHY WHAT
Station users, particularly passengers, need clear and Digital displays providing dynamic information to
real-time information. passengers. Information overload and confusion
should be avoided.

28
 SOLUTION NAME:
PROJECTORS

Enhancing station amenities for greater user well-being – ‘Information & Wayfinding’

WHY WHAT
Information, particularly of a type that may be new, Innovative solutions for providing information can be
dynamic or potentially important for somewhere to use a projection - either still or animated - to guide
that might impact people flow, should be provided people to their destination. This could also potentially
in innovative ways that do not cause any physical indicating departure times or to advertise services or
obstructions but can still gain the user’s attention. retail outlets in the station.

Static floor markings may not be as attention-grabbing as dynamic or interactive wayfinding. Projectors can be used to
increase the interaction between the user and the information in order to bring them effectively to their destination.24

SOLUTION NAME:
TIME/DISTANCE TO PLATFORM INDICATIONS

Enhancing station amenities for better user well-being – ‘Wayfinding & Allowing Users to Feel in Control’

WHY WHAT
Having a relatable way to understand the station Walking distance/time to the platform should be
allows station users to plan their movements within its indicated, to allow passengers to plan how and when
confines. they will move through the station.
Departure information does not need to be the same
across the whole station. At various locations it may
be appropriate to remove information about the next
departures when it is no longer possible to reach the
vehicle without rushing.

24
https://uclic.ucl.ac.uk/content/2-study/4-current-taught-course/1-distinction-projects/1-17/wanyu_fu_2017.pdf

29
 TICKET PURCHASE
SOLUTION NAME:
MULTIPLE PAYMENT OPTIONS

Enhancing station amenities for better user well-being – ‘Alternatives & People Flow’

WHY WHAT
Passengers should have the option to pay using the Numerous forms of payment should be accepted.
widest range of options possible. Queues at ticket vending machines or service counters
can be reduced if passengers can pay for their journey
in advance, or pay directly at ticket gates with bank
cards or mobile phones.

MTR HONG KONG - MOBILE QR PAYMENT

Introduction of the option to pay by QR code has diversified payment options and is a milestone in the company’s
digital transformation paving the way for changing passenger behaviours. During the COVID-19 pandemic, the
option to pay by QR code was welcomed. More information can be found in the Rail Success Stories report.

METRORIO (RIO DE JANEIRO) - CONTACTLESS PAYMENT

The first Brazilian subway operator to accept contactless payment, MetrôRio improved the customer experience,
reduced the cost of sales and contributed to a seamless transition between different modes of transportation.
More information can be found in the Rail Success Stories report.

SOLUTION NAME:
USER-FRIENDLY TICKET VENDING MACHINES

Enhancing station amenities for better user well-being – ‘Accessibility & Reducing Frustration’

WHY WHAT
Ticket machines should be user-friendly and intuitive. Ticket vending machines need to be intuitive in order
to reduce frustration, queues and make reliance on
support of staff unnecessary. Instructions should be
clear and concise, displays readable and interfaces
should offer a choice of languages.

30
 SOLUTION NAME:
REMOTE SUPPORT FOR TICKET VENDING MACHINES

Enhancing station amenities for better user well-being – ‘Customer Support & Reducing Frustration’

WHY WHAT
Support for using ticket vending machines is essential. If no staff are present, ticket vending machines should
offer the possibility to connect with a member of
staff, who can then provide personalised support and
assistance.

SOLUTION NAME:
NOTIFICATIONS FOR LOW JOURNEYS/EXPIRING TICKETS

Enhancing station amenities for better user well-being – ‘Allowing Users to Feel in Control & Information’

WHY WHAT
Travellers should be informed about low credit balances Notifications via an app linked to a customer account
or expiring journeys on their transport ticket when it is can inform travellers about their tickets. It should have
not easily visible. the option to automatically top up or could show where
to do it nearby.

31
 CUSTOMER ASSISTANCE
SOLUTION NAME:
CUSTOMER SERVICE CENTRE

Enhancing station amenities for better user well-being – ‘Comfort & Customer Support’

WHY WHAT
While some users like - and are able to use - digital Customer service centres should be available at
tools, others need or prefer a more-personalised major hubs or central stations to be accessible to the
assistance with human interaction. maximum number of station users.
Where station staff are present, they should be
properly trained in communicating with users and
travellers. Staff speaking multiple languages should be
prioritised; however, as it is impossible for staff to know
all languages, communication methods using clear
pictograms/diagrams or other tools should be available,
to ensure that the user still feels comfortable using
the network.

SMRT - ENHANCING DEMENTIA-FRIENDLY TRANSPORT IN SINGAPORE

SMRT and the Agency for Integrated Care (AIC) have teamed up to enhance the service provision for those with
dementia as they travel in Singapore. SMRT stations act as ‘Go-To-Points’, locations to be relied upon in when
an issue with someone who has dementia arises. These ‘Go-To-Points’ serve as resource centres and safe return
points to help people with dementia get back home.25

25
https://www.smrt.com.sg/Announcements/articleid/smrt-and-aic-enhance-dementia-friendly-transport-in-singapore

32
 SOLUTION NAME:
MOBILE INFORMATION STANDS FOR EVENTS/ON DEMAND

Enhancing station amenities for better user well-being – ‘Comfort & Customer Support’

WHY WHAT
Not all stations have the same facilities such as staffed A mobile stand can provide a similar service to
service centres, which act as a point of contact the customer centre, without the need for fixed
between the user and the network operator. It may be infrastructure. In addition to a more fixed agenda
inconvenient for users of a station without a staffed of locations for the mobile stands, they could be
service centre to reach a station that would have one. set up for a limited time when/where needed for
Other users may be put off using the station specific events, for example sporting events,
without support. concerts or markets.

SOLUTION NAME:
VOLUNTEER/AMBASSADOR PROGRAMME –
SUPPORTING THOSE NEEDING A BIT MORE HELP

Enhancing station amenities for better user well-being –

‘Allowing passengers to Feel in Control, Accessibility and Customer support’

WHY WHAT
Sometimes, a station user with different needs may Volunteers from relevant associations or trained
require a bit more support and may have different ways ambassadors from the staff can provide support,
of understanding what is happening. preparing those who may need extra help to be able to
feel comfortable and confident when using the station
and the network.

METRO DE MADRID – L.A.R.A. (LÍNEA DE APOYO PARA EL REFUERZO DE LA

AUTONOMÍA) [SUPPORT LINE FOR THE REINFORCEMENT OF AUTONOMY]
Metro de Madrid is enabling the use of public transport by ensuring that the system is accessible for all, including
for those who may not feel comfortable navigating the network by themselves. More information can be found in
the Rail Success Stories report.

33
 SOLUTION NAME:
INSTRUCTORS TO EXPLAIN DIGITAL TOOLS

Enhancing station amenities for better user well-being –

‘Customer Support & Allowing Passengers to Feel in Control’

WHY WHAT
The use of digital tools is growing in public transport, Digital tools should be user friendly and have an
and some users need support in learning how to intuitive interface; however, some people may need
use them. some extra help to use them. Trained instructors can
be made available to help passengers understand, in
a human and comprehensible way, how to use travel
planners, ticketing apps and other innovative solutions.

QUALITY OF WAITING ZONES

SOLUTION NAME:
HEATING, VENTILATION AND AIR CONDITIONING (HVAC)

Enhancing station amenities for better user well-being – ‘Comfort’

WHY WHAT
Indoor and underground areas can at times be highly Heating Ventilation and Air-Conditioning (HVAC)
uncomfortable and make people feel claustrophobic, is essential for making people feel comfortable
as can being surrounded by many other users. (temperature-wise) and safe (ventilation/airborne
disease-wise).

SOLUTION NAME:
SILENT ZONES

Enhancing station amenities for better user well-being – ‘Comfort’

WHY WHAT
Station users who may need somewhere to concentrate, Silent zones could be created and indicated in order to
or who may need a moment away from the hustle and provide a calmer space for station users who prefer or
bustle of the station, need a place to get away. need such a space.

34
 SOLUTION NAME:
SOUNDSCAPES AND MUSIC

Enhancing station amenities for better user well-being – ‘Comfort’

WHY WHAT
A station can be uncomfortable for some users where Cutting through the announcement, birdsong or waves
certain soundscapes can be very loud or unwelcoming. can provide a more welcoming environment.
Music can also provide a more homely feel. More
upbeat music in the morning to get those travelling
prepared, and calmer music in the evening to help
people feel safer and discourage antisocial behaviours.

SOLUTION NAME:
DESIGN FOR ACOUSTIC LEVELS

Enhancing station amenities for better user well-being – ‘Comfort’

WHY WHAT
Stations can be noisy places - the number of people, Sound-absorbing materials or designs and art
the announcements and the vehicles can make it structures can help reduce noise, minimise echo
impossible to hear clearly what needs to be heard. and give more acoustic space to essential sounds
such as announcements.

35
 SOLUTION NAME:
SOURCE OF DRINKING WATER

Enhancing station amenities for better user well-being – ‘Comfort’

WHY WHAT
Hydration is of great importance and those with Simple solutions such as a source of drinking water
refillable bottles need locations to refill them. can increase the comfort and appreciation of a station
at low cost.

SOLUTION NAME:
MORE (NATURAL) LIGHT AND GREEN SPACES

Enhancing station amenities for greater user well-being – ‘Comfort’

WHY WHAT
Underground areas in particular can feel very removed (Natural) light is an important and simple way of
from nature and rather unwelcoming. creating changes in emotions.
(Natural) light and green spaces provide a calming
and inviting atmosphere and will mean that users are
more likely feel at ease. This can be achieved through
installing skylights or light wells that allow natural light
to enter the station, and incorporating plants and
greenery into the station’s design. Using reflective
surfaces can help maximise the distribution of natural
light throughout stations.

36
 SOLUTION NAME:
ENTERTAINMENT IN WAITING AREAS

Enhancing station amenities for better user well-being – ‘Comfort’

WHY WHAT
While waiting, station users require some level of Waiting areas should provide some form of
entertainment to make the perceived waiting time entertainment, potentially in the form of TVs and
seem shorter. reading materials. This ensures that these passengers
do not obstruct those who need to move through the
station. It also provides a more-centralised point where
information can be shared with the waiting passengers.
Entertainment opportunities should also be provided
for children.

SOLUTION NAME:
CLEAR LINES OF SIGHT

Enhancing station amenities for better user well-being – ‘People Flow, Wayfinding & Allowing Users to Feel in Control’

WHY WHAT
Users need to be able to see where they need to go - Where possible, a direct line of sight from origin to
even approximately - can help with wayfinding through destination within the building is ideal. This allows
the station. station users to make decisions based on estimating
the times and distances that they can travel. Users
will feel more comfortable knowing that they can see
exactly where they need to go. Retail or additional
signage should not detract from the clear lines of sight.

SOLUTION NAME:
CHARGING POINTS

Enhancing station amenities for better user well-being – ‘Comfort & Information’

WHY WHAT
With the implementation of digital tools and Charging points for mobile phones and other devices
particularly payment/wayfinding apps, users are at risk should be provided in the station.
of low batteries and need power for their mobiles.

37
 SOLUTION NAME:
LIGHTING

Enhancing station amenities for better user well-being – ‘Comfort & Safety’

WHY WHAT
Users need station lighting to be bright enough to feel The station should be lit appropriately to ensure that
safe and secure, as any areas of darkness or shadows station users do not feel unsafe.
may create safety concerns.
The lighting should also be well-maintained and free of
flickering, which can cause discomfort and headaches.
Additionally, the colour temperature of the lighting
should be carefully chosen to create a welcoming and
comfortable atmosphere, with warmer temperatures
promoting relaxation and cooler temperatures
promoting alertness.

SOLUTION NAME:
DIGITAL CONNECTIVITY

Enhancing station amenities for better user well-being – ‘Comfort & Information’

WHY WHAT
Network users should have access to a strong mobile In addition to communication systems for operational
phone signal in order to avoid feeling disconnected purposes, operators should ensure coverage for station
or unable to work, as well as being able to access the users; digital information on station services, timetables,
digital travel/station application available. the local area and payment all rely on connectivity.

38
 THIRD-PARTY SERVICES
SOLUTION NAME:
CO-WORKING AREAS

Enhancing station amenities for better user well-being – ‘Additional Services’

WHY WHAT
COVID-19 has increased the numbers of people Co-working areas can provide a base for those who
working from home, with some missing the social can work away from the office. Ideal locations for
nature of the office. these, Stations are often easy to reach, making them
ideal locations. It is also a financial opportunity for
stations to take advantage of their often central
locations and already-existing infrastructure.

SOLUTION NAME:
DELIVERY PICK-UP POINTS

Enhancing station amenities for better user well-being – ‘Additional Services’

WHY WHAT
With online shopping forming a notable part of Parcel pick up points in a station are highly convenient,
retail sales, those away from home may need to allowing users to collect parcels on the way to, or from,
pick up a delivery. their office or shopping.

39
 SOLUTION NAME:
SHOPPING FACILITIES

Enhancing station amenities for better user well-being – ‘Additional Services’

WHY WHAT
This provides convenience for travellers who may need Shops at stations can help meet station users’ needs during
to purchase essentials or souvenirs while on-the-go. their journey and generate additional revenue for the
station and surrounding businesses. In order to improve
facilities, data from surveys or applications can be used to
identify which shops users want to see at the station.

MTR HONG KONG – ALL-IN-ONE LIFESTYLE MTR MOBILE

With a mobile application, MTR Hong Kong has showed its commitment to continuously improving customer-
oriented services (including the shopping experience) with an all-in-one application for greater convenience.
Data analysis can be used to prepare for future uncertainties and challenges. More information can be found
in the Rail Success Stories report.

INTEGRATING THE STATION INTO THE CITY

SOLUTION NAME:
ARCHITECTURE

Improving connectivity with the surrounding urban environment – ‘Comfort & Information’

WHY WHAT
Architecture can be either off-putting or attractive Station design can be inspired, by their local
and is a requirement to welcome people. surroundings, to have a greater connection with the
outside world.
For locals, it can be helpful for orientation and it
can be a way to show off what is available nearby for
visitors. During construction, historical items may be
uncovered and spaces in the station can be used as an
archaeological museum.

ALGIERS METRO – IMPROVING MOBILITY ALGIERS

During construction, some archaeological remains were uncovered and put on display in stations to allow
the citizens of Algiers to connect with their heritage. More information can be found in the Rail Success
Stories report.

40
 SOLUTION NAME:
QR CODE FOR ACCESS TO MORE INFORMATION

Improving connectivity with the surrounding urban environment – ‘Information & Wayfinding’

WHY WHAT
Visitors and locals alike may not be aware of nearby QR codes (stickers) at strategic places can provide a
locations, restaurants, shops, events or landmarks. source of information about events or opening times of
landmarks, which people can download and take with them.
As a digital source, it also means that the user can
select the language of the information.

SOLUTION NAME:
ADVERTISING NEARBY EVENTS AND LANDMARKS

Improving connectivity with the surrounding urban environment – ‘Information’

WHY WHAT
Station users may be interested in events or new Promotional material can help support cultural
opportunities that are available around them, with the events taking place nearby and may have otherwise
spaces in stations very valuable for the numbers that been overlooked. This promotion can take many
can be reached. forms, such as digital displays, posters, brochures or
announcements over the PA system.
Advertisements can help to promote local businesses
and provide extra income for the station. For example,
transport operators and authorities could work with local
restaurants or hotels to offer discounts or promotions
for users who attend a particular event or landmark.

41
 SOLUTION NAME:
POP-UP CULTURAL OR BUSINESS SPACES

Enhancing station amenities for better user well-being – ‘Additional Services’

WHY WHAT
For stations to be attractive, users need to have Using temporary installations in the waiting area
a reason to be in the station. Pop-up culture and provide an opportunity to highlight neighbouring
business spaces can provide such a solution. communities, business and activities.
Pop-up spaces or business spaces can provide an
opportunity for station users to widen their horizons
while in the station. The spaces can also make the
station feel more like a destination and a place to be,
rather than simply a place to pass through. Links with
cultural activities can increase cooperation with the
local community and make the station feel connected
to users and local inhabitants.

CCR – PUBLIC UTILITY SERVICE & ENTERTAINMENT AND ART EVENTS

Areas within stations are made available for public vaccination campaigns, free health exams to the public
and/or free massage are offered too. There can also be exhibitions of photos, campaigns, clothes at stations,
with free music and cultural shows available for the passengers. The satisfaction and reputation related to the
company services increases. It can attract more people to that location, thereby increasing footfall for other
services of that station.

42
 TICKET
GATES:
CHANGING ZONES
Ticket gates and security checkpoints mark a change in zones within
a station, marked by a boundary. They inherently have an impact on
people flow with congestion mitigation therefore required.

8
M. Augé, Non-Places: Introduction to an Anthropology of Supermodernity

43
 TICKET GATES
SOLUTION NAME:
VISIBLE DIFFERENCE BETWEEN PUBLIC AND FARE AREA

Managing people flows – ‘People Flow & Wayfinding’

WHY WHAT
As a station is not simply for those travelling - Fare areas, especially in those stations without ticket
it can be for anyone using the services in the building - gates, should be made highly visible and clear to all
the different areas need to be clearly marked. users. This will avoid any confusion or dispute.

SOLUTION NAME:
WIDE TICKET GATES

Managing people flows – ‘People flow & Accessibility’

WHY WHAT
Passengers may be going to an airport, pushing their There should always be at least one ticket gate that is
child in a buggy or require a wider ticket gate for their accessible to those who might need a wider access to
mobility device to pass through. the ticketed area. For those with reduced mobility in
particular, this ticket gate should be easily found from
the entrance.

SOLUTION NAME:
TICKET GATE SPEED

Managing people flows – People Flow

WHY WHAT
Passengers want to get to their destination as quickly Timing gates that can operate slightly slower or faster,
as possible. Sometimes, however, going too fast can either acceptably or imperceptibly to the traveller, can
cause more issues by creating overcrowding at points improve the flow to the platform(s), increasing safety
that might not be able to cope with the flow. and comfort for passengers.

44
 SOLUTION NAME:
PRESENCE OF STAFF TO HELP

Enhancing station amenities for better user well-being – ‘Customer support’

WHY WHAT
Users of the station may not be able to find the Station staff members play a crucial role in reducing
information needed through the physical or the digital queues and congestion by assisting passengers at the
tools available. They may need guidance through the gates. They can guide them to other gates or ticket
gates, particularly where there are technical and other machines if necessary, ensure that they can quickly and
issues. Other users may prefer or need to interact with easily navigate through the station, as well as solve ticket
a human for purchasing tickets and for helping them validation and other problems at gates.
pass through the ticket gates.

CCR (VLT CARIOCA) - DIGITAL MONITORING AND CONTROL OF AGENTS

AND INSPECTORS POSITIONING
There is a mobile phone application in which the company’s agents and inspectors input the information of
location and time of where they are, in addition to what happened. This information is available in real time to the
supervisor. In the event of occurrences and contingencies, the supervisors and coordinator can check in real time
the location of the agents and inspectors, allowing them to take the best decisions in to moving them from one
place to another to help, mitigating risks and improving the service.

SOLUTION NAME:
DEDICATED SECURITY LANE FOR PASSENGERS
WITH LUGGAGE

Managing people flows – ‘People Flow & Reducing Frustration’

WHY WHAT
Station users would like to pass through security with Dedicated luggage security lanes should be
the minimum of disruption and without frustration, implemented. This will allow for the segregation of users
such as being behind those with (large) items of according to security requirements. This can lead to
luggage. greater efficiency by allowing station managers to know
where to concentrate resources.

45
 SOLUTION NAME:
DIRECTING USERS VIA A DIFFERENT ROUTE

Managing people flows – ‘People Flow & Reducing Frustration’

WHY WHAT
Passengers prefer to move, rather than wait in a queue Sometimes, there can be more than one way for
that leads to potential congestion in certain areas. passengers to reach their destination within the
station. Directing them via the longer (or shorter)
route can allow the system just enough time to deal
with crowding and provide a more comfortable journey.
In underground stations in particular, users may not
notice that they are taking a longer route.

SOLUTION NAME:
QUEUE BARRIERS

Managing people flows – ‘People Flow & Reducing Frustration’

WHY WHAT
Users often want to know where the queue starts. In order to coordinate the people flow in front of ticket
gates or security check points, installing barriers to
guide people could be considered, particularly during
peak hours or major events.

46
CORRIDORS,
STAIRS,
ELEVATORS,
ESCALATORS
Areas with restricted space or with vertical circulation provide
challenges for people flow, as users try to reach their destination.
Avoiding any obstacles or conflicting flows will increase efficiency
in the available space.

47
 ORGANISING PEOPLE FLOWS
26

SOLUTION NAME:
DEFINED WALKING DIRECTIONS

Managing people flows – ‘Wayfinding & People Flow’

WHY WHAT
Station users would like to move smoothly through as Regulating the direction that station users are moving
station and to avoid conflicts with others. in will reduce conflict points and provide a smoother
journey for all. Physical infrastructure, floor markings
or lights could help clarify the walking directions and
are more intuitive for station users.

NETWORK RAIL - STATION CAPACITY PLANNING DESIGN MANUAL

(NR/GN/CIV/100/03)
The manual provides capacity thresholds for different areas across the station such as gatelines, platforms,
concourse, staircases, ticket halls or elevators. It should be followed by anyone involved in the Network Rail
station design process including staff, architects, train operating companies and engineering/planning consultants.
It includes all calculations to assess whether a station meets Network Rail’s aspirations regarding passenger
comfort and safety.

26
 UITP report “Improving Passenger Flow and Crowd Management” is available here:
A
https://www.uitp.org/publications/improving-passenger-flow-and-crowd-management-through-technology-and-innovation/

48
 SOLUTION NAME:
BOLLARDS TO REDIRECT PEOPLE WITH
LARGE ITEMS OF LUGGAGE

Managing people flows – ‘People Flow & Reducing frustration’

WHY WHAT
Removing obstacles in a station user’s path will reduce Restrictions in the form of bollards at strategic locations
congestion in large people flows. Luggage or luggage can stop larger items of baggage passing through.
trolleys can be difficult to manoeuvre and can constrict
Alternative routes should be provided if these items are
flow.
allowed on the vehicle. Care should be taken that the
bollards themselves do not become obstacles.

SOLUTION NAME:
COLOUR CODING TO GUIDE STATION USERS

Managing people flows – ‘Wayfinding & People Flow’

WHY WHAT
Stations, particularly main transfer hubs, are often Colours could be used in floor design, in the walls
large and pose issues for navigating. Underground or in the signage system. It has the added benefit of
stations have the additional difficulty that above ground potentially making transfers for commuters faster, as
landmarks are not visible. Simple and understandable colour coded guides are often quicker to comprehend
directions are required for users, particularly for those than text.
who may not speak the local language, are illiterate or
may need more straightforward information.

SBS TRANSIT – FIND YOUR WAY

In Singapore, some larger stations deploy colours and corresponding images to help guide users to the correct
exit. The images chosen are linked to the local landmarks, adding supplementary information in a quick and easily
digestible way.27

27
https://www.sbstransit.com.sg/findyourway

49
 SOLUTION NAME:
FAST LANES

Managing people flows – ‘People Flow & Reducing Frustration’

WHY WHAT
For stations users who know where they are going and Segregating faster and slower users via a fast and slow
how to get there, a minor disruption can have a major lane can allow those travelling quickly to make their
impact on their perceived time spent travelling. way through the station more efficiently. Slower users
can then move at their own pace.

VERTICAL CIRCULATION
SOLUTION NAME:
USER AWARENESS FOR STAIR/ESCALATOR USE

Enhancing station amenities for better user well-being – ‘Safety’

WHY WHAT
In areas where escalators are either new or part of Users should be informed to have good habits when
normal life, users might have bad habits that can also using stairs and escalators via nudging techniques or by
be dangerous to themselves or other users. more explicit campaigns and solutions.
Dynamic lighting using colours can be used on the
steps of an escalator, indicating where to stand.
This ensures people know where to step, maintains
the distance between people and when to get off.
More interactive solutions can include using artificial
intelligence to inform users of their inappropriate use
and indicate alternatives to stop accidents before they
happen. Screens on escalators (and elevators) can be
used to provide additional safety information and/or
wayfinding.

KONE – PREVENTING UNSAFE BEHAVIOUR ON/AROUND ESCALATORS

Video monitoring solutions, with the use of AI, can detect and prevent, in real time, potentially dangerous
behaviour such as leaning over the escalator side, running or walking in the wrong direction.
It can also detect and react to people coming with objects that are too large - such as prams or luggage – and
prevent potential incidents, or when the landing is crowded. Depending on the risk, the system can give an aural
warning as well as guidance to use the elevators and can slow or stop the escalator

50
 SOLUTION NAME:
REVERSABLE ESCALATOR

Managing people flows – ‘People Flow & Reducing frustration’

WHY WHAT
Vertical circulation is essential in certain locations, A group of three escalators can be set up to have
such as underground stations particularly for those two operating with the flow, and one in the opposite
travelling upwards. Large flows can mean longer waits direction. When the flow changes, one of the escalators
and crowding. will also change, making more efficient use of available
infrastructure.
In a connected station, real-time monitoring of
people flows can allow for the escalators to warn the
operator of the situation or adapt autonomously such
as preparing for a change in people flow when a vehicle
enters the station.

CCR – FLOW ANALYSIS USING SOFTWARE

The data of the station are processed by software, and simulations of flow are undertaken to verify the best
strategy for certain situations or events in that area. With this, the operation team can, for example, take certain
actions such as reversing the direction of escalators, flow direction using barriers in order to improve the
passenger flow.

51
 SOLUTION NAME:
SIGNAGE TO DIRECT TO STAIRS AS
ALTERNATIVE TO ESCALATORS

Managing people flows – ‘People Flow & Wayfinding’

WHY WHAT
A healthy option for some, quicker for others, users For shorter vertical distances, stairs provide an option
may follow the crowd to the escalators when stairs for those who are able to bypass crowds on escalators.
might also be available as a suitable option. Signs can also be supplemented by campaigns
promoting a healthy lifestyle and the impact of taking
the stairs as an alternative.

SOLUTION NAME:
WAITING TIMES FOR ELEVATORS

Managing people flows – Allowing users to feel in control, Information & Reducing frustration

WHY WHAT
Users appreciate knowing the waiting time for an For elevators that are not visible, it can be difficult for
elevator to feel in control of their journey. the user to understand when the next elevator will arrive.
Indicators such as floor level can sometimes support
this. However, if the elevator is running a service that is
fixed (for example, stopping at all floors or only between
very distant levels) the next elevator can be displayed.
This will reduce the perceived wait time.

52
 SOLUTION NAME:
INCLINED ELEVATORS

Enhancing station amenities for better user well-being – ‘Accessibility, People Flow’

WHY WHAT
Station users who need to use an elevator might Incline elevators can be used to provide an alternative
sometimes need to go a different and longer direction. way of moving vertically. Often installed alongside
escalators or stairs, they take advantage of already
existing space without the need for an elevator shaft,
improving accessibility across the station. Inclined
elevators are therefore an ideal solution for stations
where an additional lift shaft may not be feasible or
might have an impact on station layout by making it
more complicated.

53
 SOLUTION NAME:
SMART ELEVATORS AND ESCALATORS

Managing people flows – ‘Accessibility, People Flow & Reducing Frustration’

WHY WHAT
Less down time of infrastructure ensures accessibility, Connected elevators and escalators as well as other
people flow and reduces frustration. installations can be continuously monitored to ensure
their availability. Monitoring and identifying problems in
real time allows timely and swift corrective maintenance
as well as any predictive or preventive maintenance.
This helps minimise disruptions in people flow and
dissatisfaction.
Automatic elevator landings can be programmed to
wait at certain floors, or - in a fully connected station
- autonomously take into consideration people flow
when, for example, a train or bus enters a station or
when connected to other machines such as robots or
wheelchairs.

54
PLATFORM
The interface between station and vehicle, the platform is the place
where people and their mode of transport connect. This connection
needs to be as smooth and safe as possible, but also as pleasant as
possible given the very nature of vehicles.

55
 BOARDING FOR THE SERVICE
SOLUTION NAME:
EVEN DISTRIBUTION OF PASSENGERS

Managing people flows – ‘Wayfinding & People Flow’

WHY WHAT
Passengers might not be able to see the full length of Floor markings indicating that passengers should move
the platform and thus do not use it efficiently. away from the entry point can be used.
They can guide passengers to use the entire boarding
zone available and help to avoid crowds.
Another solution is to nudge passengers by putting
services or retail options that attract them farther
from the entry point.

SOLUTION NAME:
INDICATE TRAIN OCCUPANCY

Managing people flows – ‘People Flow & Allowing Users to Feel in Control’

WHY WHAT
Understanding the occupancy level of the Harnessing data available from vehicles can provide
arriving vehicle is useful for a passenger to know information on the train occupancy, nudging
what to expect. passengers to less crowded areas of the vehicle.
This results in a smoother boarding and alighting
process and for passengers to perceive being more in
charge of their journey.

SNCF - OCCUPANCY MONITORING WITH HECTOR

SNCF created a digital service to display occupancy in real time, allowing passengers to change their positions
on the platform to facilitate boarding and alighting, increasing performance. More information can be found in
the Rail Success Stories report.

56
 SOLUTION NAME:
INDICATE POSITION OF ONBOARD FACILITIES

Managing people flows – ‘Information’

WHY WHAT
In preparation for boarding, passengers should have Screens and timetables can indicate the composition
information on the facilities and layout of their vehicle. of the vehicle and the location of on-board facilities,
so that passengers can know in advance of what will
be available, and where. In addition, platforms can be
marked or signposted to indicate the location of specific
carriages or vehicles, allowing passengers to stand in
the appropriate location for efficient boarding and
disembarking.

SOLUTION NAME:
PLATFORM SCREEN DOORS

Enhancing station amenities for better user well-being – ‘Safety & Comfort’

WHY WHAT
Users would prefer to have platforms that are not Platform screen doors that separate the travellers
noisy, have proper ventilation and are at the same time from the vehicle, which helps to avoid accidents.
safe, particularly when crowded. Other benefits are that noise from the vehicles can be
reduced, and ventilation and air-conditioning can be
more easily controlled.

SOLUTION NAME:
SENSORS TO DETECT FALLS

Enhancing station amenities for greater user well-being – ‘Safety’

WHY WHAT
Passenger safety, particularly at the intersection Sensors or cameras can identify a passenger who
between platforms and the tracks/road, should be has fallen on the tracks, stop traffic and inform those
monitored. who need to be involved and automatically stop the
appropriate systems.

57
 SOLUTION NAME:
EMERGENCY/INFORMATION POINTS

Enhancing station amenities for better user well-being – ‘Safety & Customer Support’

WHY WHAT
Station users need to have a direct contact to the Emergency/Information points allow people to call for
relevant staff member in case of emergency or for support in the event of emergencies or problems.
information.
Alternatives to static points include robots or
holograms, which can be more interactive / intuitive
for users.

ARRIVING AT DESTINATION
SOLUTION NAME:
PICTOGRAMS TO SUPPORT WAYFINDING TO EXITS

Improving connectivity with the surrounding urban environment – ‘Wayfinding & Information’

WHY WHAT
Users should be aware of which exit to use to leave the Pictograms of landmarks on the respective exit signs
station. provide users with a clear sense of direction, from the
moment they alight onto the platform.

SOLUTION NAME:
TIME SENSITIVE DIRECTIONS TO SPECIAL EVENTS

Improving connectivity with the surrounding urban environment – Wayfinding & People flow

WHY WHAT
The station users for events might not be familiar with During events, additional clear information should be
the station near the stadium, theatre, or other event available. Real time data with time-sensitive directions
space. can allow users to be more aware of options/departure
times as well as any other information.

58
EXIT
An exit is only the beginning of another stage of the user’s journey,
with some users completing their last mile connection while others are
potentially continuing their journey. Connection to the surrounding
area is essential, from informing users of transfer options to other
modes, to what can be found in the surrounding area.

59
 NEXT SERVICE
SOLUTION NAME:
DIRECTIONS TO CONNECTING SERVICES

Improving connectivity with the surrounding urban environment – ‘Intermodality & Wayfinding’

WHY WHAT
Passengers require information on how to Signage should be at visible and strategic places both
continue their journey with other services and inside and outside the station to show directions to any
connecting modes. connections or alternative modes.

SOLUTION NAME:
DEPARTURE INFORMATION FOR CONNECTING SERVICES

Improving connectivity with the surrounding urban environment – ‘Intermodality & Wayfinding’

WHY WHAT
Passengers require real-time information to Passengers should be provided with dynamic
understand their journey or organise alternatives. information indicating departure times.

RESEARCH
In order for data to be shared28 for all those interested in providing connecting services, a standardised format or
format interpreter should be used. In the European research projects NAPCORE29 (centralised National Access
Points for all transport data) and Data4PT30 (format interpreter and validator), both seek to promote data sharing
in a way that benefits all.

28
https://www.uitp.org/publications/sharing-of-data-in-public-transport-value-governance-and-sustainability/
29
https://napcore.eu/
30
https://data4pt-project.eu/

60
 CONNECTING WITH THE URBAN SURROUNDING
SOLUTION NAME:
MAP AND VISUALISATION OF SURROUNDINGS

Improving connectivity with the surrounding urban environment – ‘Wayfinding & Information’

WHY WHAT
Users need to know which direction they would Where possible, the surroundings should be visually
need to go – a line of sight to some local surroundings represented, in a way that is understood by all. An
can help. example could be indicating directions by using the
different surroundings of a station such as a park, the
city centre, or a museum district – with signs reflecting
these as travellers might not know the names, areas
or streets.

RATP/SNCF – CHÂTELET-LES-HALLES STATION

An interconnected complex made up of three individual stations and one of the largest underground stations
in the world, Châtelet-Les-Halles is split into the three sections to make it easier to navigate.

© RATP

61
 SOLUTION NAME:
HIGHLIGHT CONNECTING PATHS TO MAJOR LANDMARKS

Improving connectivity with the surrounding urban environment – Wayfinding & Information

WHY WHAT
Stations are the gateways to certain areas and For those unfamiliar with the area and whose
landmarks, so it is important that stations have reliable destination might be the landmark, wayfinding and
indications of what can be found outside information of the surrounding area needs to be
provided in the station to help orient people and direct
them to their destination.

RESEARCH
As part of a project of the Shift2Rail Joint Undertaking, one of the objectives was to investigate the integration
of augmented reality (AR) into the Location Based Experience (LBE) functionality of the Travel Companion
that was being developed. The use of technologies such as AR can enhance the experience of the surrounding
area as well as the station, informing users of what was around them and the station.31

31
https://projects.shift2rail.org/download.aspx?id=0758bde2-098e-4f12-b6d9-86977adf5ca0

62
MAKING THE UNSEEN SEEN:
ENHANCING THE STATION EXPERIENCE BEYOND
PHYSICAL TOUCHPOINTS
The previous sections have focused on physical passenger preferences such as comfort, mode of
touchpoints for users at a station. However, many aspects transport and moving style. These services might include
-which may have an abstract touchpoint from the point real-time information on facilities availability (such
of view of the user – may not have been covered. The as toilets, retail and other services) at stations before
following sections will introduce how the experience of arrival, automatic alerts and rerouting based on real-time
station users can be improved in ways they might not traffic information, notifications on ticket status and
even be aware of. customised recommendations for station users, such as
route mapping with advice on which train car or exit to
THE POTENTIAL OF DIGITALISATION use.
AND DATA
With the emergence of AI development organisations,
“Digital concourse” as well as natural language-processing chatbots and
applications, new opportunities have arisen in the field
One of the abstract touchpoints is the significant of travel companionship. AI can now compose the best
development in digital services. From online ticketing travel routes and recommendations based on users’
to travel companions that replace some of the services needs and expectations, providing personalised and
offered at the station concourse, digitalisation has tailored travel experiences.
brought customised travel experiences based on

BEST PRACTICES: TRIP-TRACKER

Citymapper is a popular public transit app and mapping service that displays transportation options, with live
timing, between any two locations in supported cities. It is available both as an app and on the web, and is widely
used for urban commuting, providing information on buses, trains, metro, scooters and mopeds. The app’s features
include turn-by-turn directions for all public transport modes, real-time travel updates and alerts for delays and
disruptions. Citymapper can be used to plan and optimise travel routes, save favourite locations and set up alerts
for disruptions or delays.

63
DIGITALISATION IN PLANNING AND
OPERATION OF STATIONS Digital twins play a crucial role in the operation
and maintenance of stations. By creating a virtual
The rapid pace of technological advancements has representation of the station and its systems, a digital twin
also significantly impacted the design and operation of allows for quality control, scenario simulation, predictive
stations. Technologies such as the Internet of Things maintenance and asset management, providing real-time
(IoT), Artificial Intelligence (AI), and Machine Learning monitoring. Sustainability evaluation and construction
(ML) have made it easier to gather, process, and analyse simulation are also key components of a digital twin.
large quantities of data, improving cost efficiency, safety
and customer experience. Data collection and analysis from these tools are critical
elements of station digitalisation. In addition, data
To plan and design stations effectively, several tools from other sources, including people flow patterns and
are available. Building Information Modelling (BIM) equipment performance, can be collected and analysed
creates digital representations of a station’s physical and to optimise station layout and design, adapt service
functional characteristics, while Geographic Information offer and plan asset maintenance. Leveraging these
Systems (GIS) capture and manage spatial data. Both tools helps stations operate efficiently, ensuring a high-
Virtual Reality (VR) and 3D modelling, combined with quality experience for their customers. As such, data-
simulation software to form the digital twin support driven decision-making is essential in achieving station
the visualisation of design options, optimise efficiency optimisation and providing seamless travel experiences.
holistically and simulate potential behaviour of station
users, ensuring high standards and minimising costs.

BEST PRACTICES: DIGITAL TWIN FOR IMPROVING CUSTOMER EXPERIENCE32

St Pancras station has deployed a real-time digital twin to enhance the customer experience and station
performance. The focus is on prioritising positive emotions in station users, which are crucial in attracting and
retaining users. The digital twin provides performance data for optimising wayfinding, advertisements and crowd
management. It also monitored social distancing during the pandemic. There are plans to expand the technology
to link people flow across different stations, lines and train carriages for system-wide optimisation.
© Manel Rivera

32
https://www.rssb.co.uk/what-we-do/insights-and-news/blogs/real-time-digital-twin-of-st-pancras-station-and-journey-to-create-an-emotion-optimised-railway

64
GOVERNANCE AND FINANCING:
HOW TO MAKE THIS HAPPEN? The ultimate goal of TAKANAWA GATEWAY
CITYis to accelerate the area’s changing dynamic
While this report does not focus primarily on station and enhance the convenience of life in the region.
governance, it is important to recognise the critical Achieving this objective requires close collaboration
role that governance plays in developing stations. In and stakeholder involvement in TAKANAWA
this section, we will briefly examine two key aspects; GATEWAY CITY.
collaboration between stakeholders to improve the user
experience, and governance of station development.
Although these aspects are crucial, it is important to
note that station governance is a complex issue, one
which requires further exploration and discussion that
goes beyond these two points in order to have a holistic
approach to understanding the topic.

Examples of collaboration to improve

the station experience

Collaboration between stakeholders involves developing

stations as destinations, rather than simply places to pass
through. By fostering collaboration among stakeholders
for services not directly related to transport, and by
leveraging data analyses, stations can better understand
the needs of their customers and offer relevant services
and facilities. This approach enables infrastructure
managers and SMEs at stations to adapt ancillary services
and increase non-fare revenues, ultimately creating
fully-fledged and diverse spaces for users to enjoy.

Another important point is to recognise the role that

JR EAST - TRANSIT-ORIENTED stations play in providing access to special events in the
DEVELOPMENT city. By promoting public transportation in conjunction
with these events, local authorities can encourage non-
TAKANAWA GATEWAY CITYis an effort led by regular users onto public transport. One approach to
JR East in partnership with various stakeholders, achieving this is to offer combined transport and event
including state and city authorities, the railway tickets, creating closer synergy between transportation
industry, public transport operators, and others. and activities in the city. It can also assist crowd
The project covers a 9.5-hectare area, comprising management efforts, which is a critical consideration for
offices, residences, hotels and commercial facilities, ensuring public safety during large-scale events.
with Phase I slated for completion by FY 2026.
The project is part of a broader initiative to create
a Transit-Oriented Development model, and the
recently opened new station has already become one STIB/MIVB – EVENT PASS33
of Tokyo’s busiest rail nodes with significant potential.
Many transport agencies, including STIB-MIVB,
The Tokyo metropolitan area authorities are playing offer an Event Pass that allows event attendees to
a critical role in the project’s development, with the access public transport without any additional fees.
primary objective of creating a new centre that fosters This pass is included in the ticket for events such as
collaboration between companies and talent from concerts, shows and football fixtures. The primary
around the world, driving innovation and culture. JR goal of the Event Pass is to provide attendees with a
East Group is leading the project, aiming to fulfil its hassle-free experience by eliminating concerns over
social responsibility and achieve sustainable growth. traffic and parking.

33
https://www.stib-mivb.be/article.html?l=en&_guid=30fa3e16-098e-3410-a38a-c8fdc3647d64

65
In addition, it is crucial to contribute to the safety
THE CROSS RIVER RAIL EXPERIENCE
of stations as public spaces and prevent unwanted
behaviours. One of the solutions is to extend security- CENTRE36
related partnerships beyond the station itself that
can help engage with local inhabitants. Community The Cross River Rail Experience Centre is an
outreach programmes, including those for immigrants innovative initiative developed in partnership with
and homeless people, neighbourhood watch groups and the Queensland Museum. Its purpose is to engage
public safety campaigns, can help create a stronger sense the local community and educate visitors about the
of community and encourage individuals to take pride in Cross River Rail project, which is aimed at improving
their local area. public transport, reducing traffic congestion and
creating jobs in Queensland. The Experience
Centre offers interactive exhibits and displays
showcasing the project’s construction process and
STM – COLLABORATIVE SUPPORT progress, providing visitors with a comprehensive
FOR HOMELESS POPULATIONS IN understanding of its impact on the community.
MONTREAL34

In November 2020, Montreal launched the Metro

Intervention and Concertation Team (EMIC) to aid Examples of governance for station development37
the homeless population, who were greatly affected
by the pandemic. The team comprises a police officer, Effective governance in station development requires
an inspector from the operator and a social worker. early cooperation in areas such as land use, transport
They patrol the metro network and guide people planning and investment. This entails planning for
towards the right resources. EMIC collaborates with growth and potential new urban developments with a
other teams, including the Mobile Reference and Transit-Oriented Development (TOD) focus, including
Intervention Team for the Homeless. Info-Crime the provision of affordable housing. Collaboration is
Montreal generously donated CAN$12,000 to set also necessary for station planning and the activation
up EMIC, which was used to purchase necessary of public spaces in the vicinity. In essence, successful
equipment, clothing and food for those in need. station development hinges on integrated planning and
cooperation from the outset.

LA METRO - ‘RESPECT THE RIDE’

PROGRAMME35

LA Metro launched ‘Respect the Ride’, a pilot

programme aimed at improving safety and the
customer experience on the system. LA Metro is
deploying a range of staff to help riders navigate the
Metro system, to use the Transit app and to remind
everyone of good transit etiquette. Metro is also
adding more custodians to keep stations clean and
working with security staff and law enforcement
partners to ensure safety. The programme also
includes outreach efforts to connect unhoused
riders with social services and housing. The Metro
Board approved spending of US$5 million annually The governance of ageing stations, particularly those with
for more outreach, case management and temporary historical significance, presents distinct challenges that
housing for unhoused riders. demand collaboration between diverse stakeholders.

34
https://rapportspvm2020.ca/emic-a-new-specialized-team-to-help-highly-vulnerable-individuals
35
https://thesource.metro.net/2022/04/06/metro-launches-respect-the-ride-pilot-program-to-improve-customer-experience-and-safety-on-system
36
https://crossriverrailexperiencecentre.qld.gov.au
37
The UITP ‘Better Urban Mobility Playbook’ can be read here https://www.uitp.org/publications/better-urban-mobility-playbook

66
To devise a successful strategy, engaging with local Another aspect mentioned in our project’s workshops
communities, heritage organisations, transport authorities was making stations more environmentally friendly
and urban planners is essential. Similarly, governance and energy efficient. This involves adopting passive
of brownfield stations involves repurposing previously construction techniques and implementing smarter
developed land for new uses, and requires cooperation energy management solutions such as monitoring
between local authorities, developers and environmental consumption, adjusting usage during peak hours and
agencies to ensure sustainable redevelopment. reducing electricity in less-used areas. In addition, some
projects incorporate green energy sources to further
reduce environmental impact.
NETWORK RAIL - PRESERVING
HISTORY IN THE KING’S
CROSS STATION REDEVELOPMENT DELHI METRO RAILWAY
PROJECT38 CORPORATION - HARNESSING SOLAR
POWER AND ENERGY EFFICIENT
The King’s Cross Station Redevelopment project is STATIONS IN DELHI40
one of the finest practice examples of collaboration
and preserving historical architecture. Network Station design can have a large impact on energy
Rail, the local council, heritage organisations and consumption. As such, the standards used for
architects worked together to bring the Victorian stations are being reviewed by the government. Delhi
station into the 21st century, while creating new Metro Rail Corporation has already been taking
public spaces and facilities. Partners provided a range energy efficiency into account with solar panels on
of services, including transport planning, engineering, the roofs of stations and other buildings, as well as
security, IT, lighting design and impact assessment. alongside tracks. Metro stations in Delhi are already
The project included a comprehensive energy master being considered as green buildings as certified by
plan, consideration of social and economic impacts, the Indian Green Buildings Council.
and the ensuing benefits were widely shared. The
sympathetic restoration of the station’s facade and
train shed, new Western Concourse and 150m It is also worth mentioning the governance solutions for
‘diagrid’ roof preserved the Victorian architecture addressing the investment risks of station development
while transforming the station into a dynamic projects, which require significant investment. An
transport hub and vibrant new part of the city. integrated project approach, involving multiple partners
to share risks and optimise investments along with inter-
municipal development agreements, can be effective
REPURPOSING OF ITALIAN STATIONS39 solutions. Additionally, PTOs cooperation, tax funding
and commercial facilities are other financing solutions
The growing interest in cycling tourism in Italy has worth considering.
led to the regeneration of small and medium-sized
train stations in inland areas. These stations are being
transformed into ‘green mobility hubs’, offering
services for cycle tourists and local inhabitants.
Redesigning the entire building and external areas
fosters territorial development and promotes the
combined use of bicycles and trains, contributing
to the modal shift towards collective transport. By
using these stations as urban and territorial gates,
small towns in the countryside can be sustained and
the local economy reinforced. This initiative also
improves the rail system by connecting isolated areas
and promoting sustainable tourism.

38
https://www.networkrailconsulting.com/our-capabilities/network-rail-projects/kings-cross-station-redevelopment-programme
39
https://cityterritoryarchitecture.springeropen.com/articles/10.1186/s40410-017-0069-x
40
https://www.delhimetrorail.com/pages/en/corporate/clean-development-mechanism - https://www.delhimetrorail.com/pages/en/news_details/778

67
CONCLUSIONS

This report provides a view into the transformative journey of rethinking the role of public transport
stations in our cities.

As we move forward, UITP welcomes an ongoing discussion on the future of stations, collaboration
between stakeholders and innovative governance models that will help to realise the vision of
vibrant and connected transportation hubs. The ‘Stations of the Future’ project is testament to
our commitment to shaping the future of public transport and our cities, and we encourage all
stakeholders to be part of this transformative dialogue. Together, we can create stations that serve as
more than simply efficient transit points, making them vital centres of urban life.

Experience the passenger flow yourself on https://stationsofthefuture.uitp.org and check out all
publications on www.uitp.org/projects/stations-of-the-future.

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ACKNOWLEDGEMENTS

We would like to thank members of the advisory board for their contributions and review of the report. We would
extend a special thanks to those who attended the workshops and provided contributions or examples of best practices
for the report.

ADVISORY BOARD: • Josep Carles TERES CASALS

FERROCARRILS DE LA GENERALITAT
• Sandra BLOODWORTH DE CATALUNYA
METROPOLITAN TRANSPORTATION
AUTHORITY NEW YORK • Marc TUOZZOLO
NEW JERSEY TRANSIT CORPORATION
• Chris BURCHETT
BAI COMMUNICATIONS CANADA • Antonio VALENTE
METROPOLITANO DE LISBOA
• Paula CIRIA ESPINOSA
FERROCARRILS DE LA GENERALITAT DE • Nghi VU
CATALUNYA AMAZON WEB SERVICES SINGAPORE PTE LTD

• Andre COSTA
CCR METRO BAHIA
RESPONDENTS TO THE CALL
• Tamara EELSING FOR BEST PRACTICES:
SOCIETE DES TRANSPORTS
INTERCOMMUNAUX DE BRUXELLES • CCR (Brazil)

• Sarah GORSKI-PIONTEK • Network Rail (UK)

KÖLNER VERKEHRS-BETRIEBE AG
• JR East (Japan)
• Yo KAMINAGAI
RATP Group

• Fintan KENNEDY REPORT CONTRIBUTORS

IARNROD EIREANN - IRISH RAIL FROM KONE:

• Jérôme LEPAGE • Cãlin HERA

JC DECAUX S.A.
• Eveliina LINDEBORG
• Ester LITOVSKY
EMOVA MOVILIDAD • Sakari NISULA

• Pedro MATEU I SOLER • Tomi SIPILÄ

FERROCARRILS DE LA GENERALITAT
DE CATALUNYA • Tom WAVRE

• Gordana MICIC
STIB-MIVB

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This is an official Report of UITP, the International Association of Public Transport. Its membership includes transport authorities, operators, both private and
public, in all modes of collective passenger transport, and the industry. UITP addresses the economic, technical, organisation and management aspects of passenger
transport, as well as the development of policy for mobility and public transport worldwide.

This Report was prepared in the framework of the Stations of the Future project, led by UITP and KONE. DIGITAL VERSION AVAIL ABLE ON

For more information, please contact [email protected].

NOVEMBER | 2023

Rue Sainte-Marie 6, B-1080 Brussels, Belgium | Tel +32 (0)2 673 61 00 | Fax +32 (0)2 660 10 72 | [email protected] | www.uitp.org

© UITP - All rights reserved - Responsible Publisher: Mohamed Mezghani, Rue Sainte Marie 6, B-1080 Brussels, Belgium - D/2023/0105/27