INCLUSIVE DESIGN; TICKET SALES COUNTER AND STAFF SALES WORKSTATION FOR NETWORK RAIL STATIONS

Station design is a vital part of the travelling public's rail experience; stations should be welcoming, safe, and accessible so all travellers can negotiate them with ease. At the same time, stations form a workplace for... [ view full abstract ]

Station design is a vital part of the travelling public's rail experience; stations should be welcoming, safe, and accessible so all travellers can negotiate them with ease. At the same time, stations form a workplace for staff, who should feel safe and comfortable. Over the years, a number of different designs of ticket office and sales counter have been employed at Network Rail. No standard design has been used, and the success of these varying designs in meeting the needs of all, particularly customers with additional accessibility needs, has been mixed.
This paper presents Network Rail’s work on developing a common direction for ticket office development based on ergonomic principles, with the aim of providing accessible, inclusive, ticket office counter designs for future development projects across its 2500 stations. One of the larger schemes of work affecting numerous stations across London is the Crossrail project, and examples are given of using the new design on Crossrail.