The Human Factors of London Underground Fit for the Future Stations

Fit for the Future Stations (FftFS) is a programme to bring about fundamental changes in the way London Underground (LU) stations are staffed and managed. A key aspect of this will be making staff more visible and accessible... [ view full abstract ]

Fit for the Future Stations (FftFS) is a programme to bring about fundamental changes in the way London Underground (LU) stations are staffed and managed. A key aspect of this will be making staff more visible and accessible to customers, by bringing them out from back offices and ticket offices and into the ticket hall areas. Furthermore staff will be equipped with more up to date technology, in particular mobile devices such as tablets to support them in providing improved and more contemporary customer service.
Supporting these changes to the way customer service is delivered within LU stations will be a range of new customer information related facilities. These include a Staff Seat which is being trialled as a seat primarily intended for occasional use by staff, to be located within clearly demarcated information zones, Visitor Centres (VCs) and Customer Receptions. This paper describes some of the Human Factors activities and considerations which have been involved in the design of these new facilities relating to the FftFS programme.