ns/prorail - improving safety and comfort on train platforms
DESCRIPTION
Rush hour at the train station: Where will the train stop? Where can I find an empty seat? Where can I board with my bike? NS and ProRail wanted to improve the transfer process at station platforms: more comfortable, faster and safer. The result of an extensive research and ideation process was a 180 meter long LED strip suspended above the platform showing travellers everything they need to prepare for the next incoming train. Most importantly: using red, orange and green color bands it indicates the occupancy of the different parts of the train. A 3 month pilot at Den Bosch train station proved to be very successful: customers gave NS a significantly higher valuation at the end of the trial period than before. Plans for a nation-wide rollout of the system are at an advanced stage.TRANSCRIPT
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amsterdam berlin san francisco stuttgart
dynamic boarding informationon train platforms
Edo van Dijk @edoch
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The power of co-creation in
innovation projects
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Service design process (theory)
Inspire Ideate Implement
Define challenge
Define insights
Define concepts
Define endresult
Explore needs & opportunities
Explore ideas & experiment
Develop & improve
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Service design process (reality)
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Four learnings from a project with all odds
against it…
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Initial client and stakeholder
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The design team
STBY:
Jan-Dirk Porsius Arnold Aukema Thompson Dubé
Marie de VosGeke van Dijk
Esther OvermarsJoost Holthuis
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Technical partners
ICT Services and Sensoring Digital screens
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The Challenge: Improve safety on train platforms
under construction at Utrecht Central Station
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The problems to solve
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!
Changing environment due to construction work
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!
Increasing numbers of passengers during peak hours
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!
Crowds produced an increase in safety risks
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!
!
Observing group behavior patterns
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!
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Observing and interviewing individual passengers
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roltrappen roltrappen traplift
Veel mensen zoeken licht op om hun krantje te lezen.
De onderkant van de trap is een verzamelpunt voor groepjes.
TREI
N IS
ER
NO
G N
IET
De blauwe bekisting om de paal wordt gebruikt om koffie op te zetten.
Mensen die in een nis wachten doen meestal maar één stap naar achteren.
Onervaren reizigers zoeken naar informatie
De onervaren reiziger is continu op zoek naar bevestiging en informatie. Meteen nadat zij de roltrap af komt en het perron betreedt is ze zoekende. Ze is duidelijk in verwarring: waar zou de trein komen te staan?
Ze kiest een kant en loopt richting een van de informatieborden. Daaronder blijft ze nogmaals stilstaan om het bord goed te bekijken.
Ze vraagt zich af wat er op het andere bord staat. Dus draait ze om, loopt de andere kant op en bekijkt ook dat bord.
Onzeker loopt ze daarna toch maar weer terug en gaat midden op het perron staan. Daar wacht ze op de trein, maar blijft continu op zoek naar informatie: omroepberichten, een conducteur, een trein die binnenkomt, dit zijn allemaal triggers om weer te gaan twijfelen over de huidige positie.
Als er iets verandert op het perron, hebben mensen vaak behoefte aan persoonlijke informatie.
Geroutineerde reizigers weten de weg
De geroutineerde reiziger komt met koffie en krantje het perron op. Hij maakt geen gebruik van de informatieborden.
Hij loopt rechtstreeks naar een plekje op het perron, om daar te wachten op de trein en zijn krantje te lezen.
Medereizigers doen hetzelfde, waardoor het perron zich druppelgewijs vult. De verspreiding van reizigers is goed: de wachtende mensen staan netjes op een rij.
Als het drukker wordt vormt zich een tweede rij iets dichter naar de rand van het perron.
We resisted the demand for reports: visualizing research results
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!
Evaluating the insights with stakeholders
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Lots of opportunities for service improvements
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First break point No ownership
of the real problem
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Solution: new project ownership
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Evaluation workshop
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2. Communicate changes in the schedule
3. Split the platform into smaller sections. Indicate section in communication
B A
1. Dynamic indication of the position of the train on the platform
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Second break point No business case
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Solution: redefine the project
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New Challenge: Improve the transfer process on
platforms: make it faster and more comfortable.
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New research to obtain fresh insights according to altered
project scope
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!
Co-creation workshops with passengers
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Key conclusion Passengers don’t have the right
information to position themselves properly on the platform for the
incoming train
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!
Analysis of the transfer process from the customer’s perspective
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ideation
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Valuation and idea selection with stakeholders
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Selling the ideas...
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Third break point We can’t realize
these solutions alone
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Solution: Looking for partners to participate
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Fishing for possible partners
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We caught the big fish
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Fourth break point So many odds against us…
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Solution: make the desired result tangible
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Final result
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4things we learned
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1) Prepare stakeholders for a fuzzy process
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2) Align perspectives between the creative intentions and the business goals
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3) Create a sense of urgency with compact and highly visual presentations
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4) Visions are magical > make them tangibleto visualize the future
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Danke