Systems
A wayfinding roadmap for mass transit
Perspective on the real problem
Wayfinding in mass transit is less about signage than understanding how people navigate complex interchanges with long corridors, glare, noise, and high information loads. To define "better," the team tested the system with a range of passenger ages and abilities, including those with sensory or physical limitations. The work revealed overlooked issues: people avoid confusing "correct" routes, and partially to fully blind passengers prefer trial-and-error to tactile guides, choosing direct routes over them.
Clarity by working through options
Findings were translated into practical opportunity areas that stakeholders could evaluate without debate-by-opinion: strengthen spatial awareness cues, reduce cognitive load, enable staff for passenger-facing roles, and align accessibility features with real behaviour. Recommendations were presented as decision pathways that balance quick fixes with long-term plans for architects, operators, and infrastructure suppliers.
Confidence to decide and act
Prior assumptions were replaced with observable evidence and a rationale that could withstand scrutiny from regulators, operators, and supply chains. The result was implementable improvements and a repeatable approach for ongoing wayfinding upgrades, ensuring consistency across past, present, and future work. The team went on to help define a national standard and guidance for inclusive public signage.