Challenge Design a way for London Underground (‘Tube’) customers to interact with staff who are out of sight…could include issues such as accessibility, location, fit with other assets and processes, considering the diverse passenger demographic.
Pen and paper
High Fidelity Mockups
As part of this project, a booklet was created to outline and detail the course of the project from initial ideas through to the completed solution. Please use it to browse the full project in detail.
Below is an outline and overview of the solution created for Transport for London.
Interactive elements were designed for both the information screens and the new application. A working prototype was created for the full application but not for the screen as it could not be properly tested.
On the right you can see a short animation used to illustrate some of the key features of the new London Underground application.
3 Part Solution
Our final solution was threefold. The first of three new elements was the information screens which would be located throughout underground networks. These adjustable touch screens would clearly present information which could be accessed and explored by all 4 key user demographics.
To support the use of the information screens, a new app was created. This application was designed to improve customer journey planning while providing a solid foundation for information sharing between commuters. The long term aim was to use this application in collaboration with existing services such as CityMapper to better improve the overall service using the new technology within the information screen network.
New Emergency Point
The main challenge was to change the function of the existing information points without removing them all together. Our research found that almost all commuters, within the four target demographics, viewed the existing points as emergency points only. Our solution therefore modified the functionality of the existing points by installing a low cost shell over the existing structure, removing the information button which in turn reduced pressure on the in-station offices. This new demand for information would then be managed by the improved services provided by the application and the information screens.