Methodology

Passenger challenges include the “rabbit’s warren” of passageways, tunnels, escalators and elevators that carry people to and from the trains and between different train lines. We tested the current wayfinding system with people young and old, from the fully able-bodied to those with partial to full blindness and other disabilities. 

We found that even fully able-bodied people avoided the more complicated and confusing routes and signage. Though required by regulations, we discovered that a majority of blind people do not use tactile paths if they can avoid them. They would rather boldly learn their regular routes literally step by step and obstacle by obstacle. 

We also determined that lighting and viewing angles for information boards and displays favoured those of average height, rendering some instructions hard to read for young children and those in wheelchairs.

Outcome

The recommendations balanced immediate priorities and long-term plans for the Transport Authority while being realistically achievable by architect teams, transport operators, and the supply chain of manufacturers and systems vendors. Prioritising improving spatial awareness of the environment and navigation features for able passengers would give better access to staff assistance to passengers requiring it.

Public wayfinding is a process of continuous improvement. To guide such a process, with the transport authority architects, my team went on as part of a Public Signage Workgroup to define a national standard, a guide for inclusive signage in public areas.