Research Programme

Oper at i ons
Research into signage and wayfinding at stations
Waynd|ng at stat|ons
A good pract|ce gu|de
About this guide
This is the frst rail-specifc good practice guidance
document for delivering wayfnding information at stations.
The information contained within this guide has been
developed following an extensive literature review, user
research and consultation with Train Operating Companies
(TOCj and Network Rail stakeholders.
This good practice guide will introduce you to key considerations for
preparing new or updating existing wayfnding information at stations. lt
provides references and helpful planning considerations that will facilitate
delivering clear and consistent wayfnding information.
This guide does not replace existing standards, guidance documents or
branding guidelines. Guidance for on-train information has not been included.
The guide has been prepared by Davis Associates for Rail Safety and
Standards Board (RSSBj. Further assistance can be obtained from RSSB:
contact Michael Woods, Head of Operations Research on (020j 7554 4604.
Who is this guide for?
This guide has been written for anyone who may be directly involved in, or
indirectly infuences, the delivery and implementation of wayfnding at all
stages of station development:
Station and train operators
Station managers and staff
Marketing teams
Architects and designers
Branding and design groups
Customer information system designers
Procurement teams
Safety managers
Summary of contents
The guide is divided into the following sections:
Introduction
Understand what is meant by the term wayfnding and why good wayfnding
is important to station users and the rail industry.
Waynd|ng too|k|t
A range of tools to help you plan, deliver, implement and maintain your
wayfnding information.
Inc|us|ve waynd|ng
Understanding people's information needs, their capabilities and what
infuences their wayfnding decisions is important before implementing
wayfnding information.
Good pract|ce pr|nc|p|es
The following six sections give specifc details on good practice principles:
Signage and other static information
Dynamic information
Audible information
Tactile information
Temporary information
Lighting
Further information
Reference to specifc wayfnding related documents.
Contents
1 Introduction................................................... 1
1.1 What is wayfnding? .......................................... 1
1.2 Why is it important? ........................................... 2
2 Waynd|ng too|k|t......................................... 3
2.1 Toolkit stages ..................................................... 3
2.2 Planning your wayfnding .................................. 6
2.3 Understanding your station users ..................... 7
2.4 Reviewing existing wayfnding........................... 9
2.5 Gathering good practice .................................... 10
2.6 Delivering a wayfnding strategy ........................ 10
2.7 lmplementing wayfnding information ............... 14
2.8 Maintaining wayfnding information ................... 15
3 Inc|us|ve des|gn............................................ 17
3.1 Barriers to wayfnding ........................................ 17
3.2 The legal issues ................................................. 18
3.3 Staff training ...................................................... 18
3.4 lnfuencing factors ............................................. 19
3.5 Conficting information & environment factors .. 25
4 Signage and other static information ........ 27
4.1 lnformation required at stations ......................... 27
4.2 Direction signage ............................................... 28
4.3 Location signage ............................................... 30
4.4 lnformation signage ........................................... 34
4.5 Sign design ........................................................ 36
4.6 Positioning signage ........................................... 43
5 Dynamic information.................................... 45
5.1 lnformation by location ...................................... 45
5.2 Display requirements ......................................... 48
5.3 How to present information ............................... 49
5.4 Display technology ............................................ 51
6 Aud|b|e |nformat|on...................................... 53
6.1 Public address announcements ........................ 53
6.2 lnformation provided by staff ............................ 54
6.3 Amenities for hearing impaired users ................ 55
6.4 Audible announcements in lifts ......................... 56
7 Tact||e |nformat|on........................................ 57
7.1 Key areas for providing tactile information ........ 57
7.2 Tactile fooring ................................................... 58
8 Temporary information................................. 59
8.1 Style and delivery guide .................................... 59
8.2 Service disruptions ............................................ 60
8.3 Construction and maintenance works ............... 61
9 Lighting.......................................................... 63
9.1 Lighting on wayfnding routes ........................... 63
9.2 lllumination of wayfnding information ............... 64
10 Further information ..................................... 65
10.1 Wayfnding guidance for the rail industry ........ 65
10.2 Wayfnding development process ................... 66
10.3 Understanding user requirements ................... 66
10.4 General wayfnding good practice ................... 66
10.5 Tactile information ........................................... 66
10.6 Railway Group Standards ................................ 67
10.7 British Standards ............................................. 67
10.8 Other useful documents .................................. 68
10.9 Contact information ........................................ 68
1
What |s waynd|ng?
Wayfnding is the process of using information from the environment to help
us fnd our way around.
Scope
Signage is an important part of wayfnding, but the process of wayfnding
does not rely exclusively on signage.
Introduction
Millions of people use the rail network every year to
make journeys in Britain. Good wayfnding information,
properly implemented, supports both users and
operators in making the journey experience more
effcient and enjoyable.
1
Wayfnding scope
People rely on more
than just signage to help
t|em hnd t|e|| way f|om
stat|on to stat|on and
w|t||n t|e same stat|on.
1.1
1.1.1
The design of a station building is the starting point for good wayfnding.
Features of the built environment, such as paths, landmarks, visual access
and architectural design all offer clues to people fnding their way around.
Appropriate static, dynamic, audible and tactile information all contribute to
successful wayfnding.
Why is it important?
Station users need consistent, concise, accurate and timely information when
navigating the rail network. When they are unable to fnd their way, it leads to
frustration, stress and a poor journey experience.
Good wayfnding can:
Reduce passenger stress levels
Encourage passengers onto the rail network and increase revenue
lmprove customer satisfaction (National Passenger Survey resultsj
Help passengers fnd the most effcient route to their desired
destination
Maintain the fow of passengers
Reduce station crowding
Help passengers reach their required train on time
Minimise mistakes in selecting the correct train
Help to minimise platform dwell times
Reduce staff enquiries
2
Defnition of 'user'
7||s g0|de aoo||es t|e
te|m '0se|' to desc||oe
a|| stat|on 0se|s.
7||s |nc|0des
passengers, those
visiting the station,
s0c| as meete|s,
g|eete|s and
fa|ewe||e|s, as we||
as stat|on staff and
cont|acto|s.
1.2
Waynd|ng
too|k|t
2
Using the appropriate wayfnding tools will help
you to deliver effective information for all types of
wayfnding projects.
Too|k|t stages
The wayfnding toolkit is outlined in this section. All people involved in
delivering wayfnding information, from procurement teams to station staff,
can use these tools to help them deliver good wayfnding information.
The architectural design and the layout of a building provides strong
wayfnding guidance. lt is best when wayfnding information is considered as
early as possible during the design and construction of a new station or when
major alterations are planned. Good building design could lessen the need
for unnecessary information and potential clutter.
However, delivering wayfnding information at stations is a continuous
process and will need updating at other times of the station building lifecycle.
App|y|ng the too|k|t to your requ|rements
The toolkit can be applied at all stages of wayfnding information delivery.
The following are examples of different wayfnding projects that you may be
involved in. The toolkit can be applied to any of these or similar wayfnding
projects.
2.1
3
2.1.1
As each part of the toolkit is described in the following sections, consider
whether it applies to your project.
4
New station facility
A new ticket offce is being installed at your station. This will require
an assessment of both temporary wayfnding information during the
installation and updated permanent information required to direct station
users to the new ticket offce.
TOC rebranding
A TOC is rebranding its stations. This may involve developing a new style
guide for wayfnding information, removing and installing replacement
wayfnding information, as well as defning new static and dynamic
information.
Minor station reworking
Your station needs to reroute passengers while maintenance works are
being carried out. This will require consideration of the information needed
by station users to successfully locate all facilities and reach their required
train on time.
Major station refurbishment
A new station is being developed. Wayfnding information will be installed
and you are involved in defning the information required and where it will
be positioned within the station.
A one-off local event
A local venue is hosting a pop concert for thousands of people. Your
station will be used to move people to and from the local area. You may
need to provide specifc wayfnding information for the duration of the
concert to help move crowds safely from the concourse to the platforms.
Waynd|ng too|k|t
5
Wayfnding toolkit
7|e too|||t |dent|hes
met|ods to |e|o yo0
de||ve| good wayhnd|ng
|nfo|mat|on.
7|ese met|ods a|e hex|o|e
to adaot t|em to s0|t
yo0| oa|t|c0|a| wayhnd|ng
o|o|ect.
Waynd|ng too|k|t
P|ann|ng your waynd|ng
Bu||d a bus|ness case
For larger wayfnding projects, you may need to put forward a business
case to raise funds. This can be challenging for developing and improving
wayfnding at your station. You could consider the following points when
preparing your business case:
Present background evidence about the cost-benefts of wayfnding.
lnclude issues such as how the rail industry can be made more
accessible to a wide range of users by developing and installing
appropriate information and technology. This is particularly important
in view of the Disability Discrimination Act (1995j (DDAj and fnancial
penalties for non-compliance.
ldentify key problems that station users currently experience with your
wayfnding system. Use the research techniques shown later in this
section.
Demonstrate how carefully planned and appropriate wayfnding
information, and changes to the station layout can eliminate these
problems, leading to fewer complaints and reducing reliance on staff.
Suggest the improvements to customer satisfaction and the positive
impact to the National Passenger Survey results.
Waynd|ng project team
The size of the team and their involvement will vary depending upon the
type of organisation you are working in, the station, and the nature of the
wayfnding project. Bringing together a multi-disciplinary team to develop
and implement wayfnding is a good idea for larger projects.
A team may consist of one or more of the following experts:
Usability specialists
lnformation designers
Technology specialists
Architects
Sign designers and manufacturers
Disability awareness experts
User groups
Railway staff
6
2.2
2.2.1
2.2.2
Waynd|ng too|k|t
Understanding your station users
Before implementing any wayfnding information, consider whether you need
to carry out research to understand the information requirements from the
user's perspective.
lt is important that you consult with a wide range of end users of your
wayfnding information. As well as passengers, include station staff, the
emergency services, maintenance teams and other contractors. You should
consider all of their requirements for wayfnding.
The /nc|0s|ve des|gn section of this guide should help you to understand how
people interact with the station environment.
There is a variety of user research tools you can apply, individually or in
combination.
Observat|ons
By spending time at the station and observing a wide range of station users,
you can identify key decision points, problems experienced, and the type of
information needed by both station users and staff.
To get the most from these observations, use an observer who is less familiar
with the station environment. This will help to draw out the user wayfnding
requirements.
The observer should consider the following during the observations:
At what point do users need information?
Where are the key decision points?
Are there patterns to the problems experienced by users?
What information, and where, would best support users in navigating
through your station?
7
2.3
Observations
Unde|ta||ng
oose|vat|ons at stat|ons
w||| |e|o to 0nde|stand
w|at wayhnd|ng
o|oo|ems ex|st.
2.3.1
Journey shadow|ng
Recruiting inexperienced passengers and following them on a realistic journey
through stations is a valuable tool for assessing what issues exist at your
stations as well as understanding how people behave.
Get the user to talk through each stage of their journey and answer the
following questions:
What information are they looking for?
Where do they expect to fnd such information?
Why do they choose to take particular routes or make certain
decisions?
What aspects of wayfnding, for example information or the design of
the building, make it diffcult or easy for them to fnd their way?
Staff feedback
An important part of understanding the wayfnding issues that exist at your
stations is to consult your frontline staff. They respond to and observe station
users on a day-to-day basis and their contributions are invaluable. They may
have useful information about:
The type of information requested by passengers and other station
users
Common wayfnding problems
lnformation requirements during normal, abnormal, perturbed and
emergency situations
You should also consider staff information requirements:
What information or training do they need to support users in
wayfnding within the station and from station to station?
Waynd|ng too|k|t
8
2.3.2
2.3.3
Consult frontline staff
F|ont||ne staff oose|ve and |esoond to
stat|on 0se|s on a da||y oas|s.
Yo0 s|o0|d cons0|t t|em to 0nde|stand
w|at wayhnd|ng o|oo|ems ex|st.
Waynd|ng too|k|t
Expert rev|ews by d|sab|||ty awareness experts
A review of station information and layout can also be completed by expert
disability groups. They can help to identify information requirements for
specifc groups of users.
User research |nterv|ews
Direct interviews with station users are also a useful tool for asking general
questions about wayfnding information.
Rev|ew|ng ex|st|ng waynd|ng
An audit of your station layout and existing wayfnding information against
good practice is a valuable tool for identifying where wayfnding problems
exist. The /nc|0s|ve des|gn section within this guide gives details about
environment and information factors that infuence how people fnd their way
around.
Stat|on |ayout
Reviewing your station layout can help you to understand how the station
environment affects the behaviour of station users. You should identify the
main features within your station, such as:
Locations of exits and entrances
Main circulation routes
Key decision points
When carrying out a station audit, consider the following:
Are there wayfnding information conficts between:
- The design of the building
- Circulation routes
- Other visual information
Are there opportunities for simplifying the station layout or circulation
routes to help station users?
Waynd|ng |nformat|on
You should assess what static, dynamic, audible and tactile information is
currently in place. The process should identify:
What information is currently in place?
- ls it conspicuous?
- ls it legible?
- ls it understandable?
9
Station audit
An a0d|t of t|e stat|on
|ayo0t and ex|st|ng
wayhnd|ng |nfo|mat|on
oy someone 0nfam|||a|
w|t| yo0| stat|on
w||| |e|o to |dent|fy
wayhnd|ng o|oo|ems
exoe||enced oy h|st-
t|me v|s|to|s.
2.4.1
2.3.5
2.4
2.4.2
2.3.4
Waynd|ng too|k|t
Are there any conficts with commercial advertising and branding?
ls this information relevant at the point at which it is located?
ls this information really needed?
What information is missing that would support users to navigate?
There is some helpful guidance available for carrying out audits of buildings
and wayfnding information. Although these are not station specifc, you
can adapt them to suit your specifc requirements. See F0|t|e| |nfo|mat|on,
document [6|.
Gathering good practice
You should refer to and apply good practice to all wayfnding projects. This
good practice guide should provide you with an overview of wayfnding good
practice.
Other detailed wayfnding information sources are available, including
statutory requirements, that you should consider and apply. See Further
|nfo|mat|on.
De||ver|ng a waynd|ng strategy
What |s a waynd|ng strategy?
A wayfnding strategy is a company document that sets out all the design
details and layout of all your static, dynamic, audible and tactile information.
lt provides generic design details and guidance for all of your stations
and specifc requirements for individual stations if required, based upon
station audits. This will support a consistent approach for producing all new
wayfnding information.
Your strategy should reference and provide solutions to the key issues
highlighted within the following sections within this guide: signage and other
static information, dynamic information, audible information and tactile
information.
These solutions will be based on results from:
Audits of your station layout and existing wayfnding information
Any user research you may have undertaken
Knowledge gained from standards and wayfnding good practice
Examples of the content of the strategy include:
Hierarchy of information
Guidelines on positioning information
10
Consistent design
Supplying your
c|osen man0fact0|e|
w|t| yo0| wayhnd|ng
st|ategy w||| |e|o t|em
to de||ve| cons|stent
des|gns.
Yo0 s|o0|d do t||s fo|
a|| wayhnd|ng o|o|ects.
2.6
2.6.1
2.5
Waynd|ng too|k|t
Type of material to be used for signage
Colour schemes of sign material and type faces
Font style and range of sizes
Dimensions for layout of text, symbols and arrows
List of permitted text for all information formats (static and dynamicj
Waynd|ng |nformat|on schedu|e
An information schedule is a station-specifc description of the wayfnding
measures at that station. When specifying new or replacement information
at stations, the schedule will contain each item of wayfnding information
required. The schedule may cover individual or multiple sources of
information, depending on the size of the project.
The schedule will reference your company-wide wayfnding strategy to deliver
information in the prescribed format.
11
2.6.2
Strategy and schedule
Yo0| |nfo|mat|on sc|ed0|e w|||
conta|n eac| |tem of new o|
|eo|acement |nfo|mat|on at
stat|ons.
/t w||| |efe|ence yo0| comoany
wayhnd|ng st|ategy to ens0|e
cons|stent |nfo|mat|on |s
de||ve|ed.
lnformation schedule
An examo|e of a s|gn to oe
o|od0ced fo| |nsta||at|on
at a stat|on. 7||s wo0|d
oe one of many deta||ed
d|aw|ngs as oa|t of an
|nfo|mat|on sc|ed0|e.
7||s wo0|d oe deve|ooed
|n co||aoo|at|on w|t| yo0|
c|osen s|gn man0fact0|e|.
Waynd|ng too|k|t
Test|ng your waynd|ng |nformat|on
lf you have made extensive changes to your wayfnding information, it is
recommended that you consider testing as many elements as possible to
make sure they meet the needs of your users.
Your station users will beneft if you spend time testing your designs prior
to installation, rather than leaving inappropriate information in-place or
removing, re-designing and replacing it. lt is also more effective in terms of
time and money to carry out testing prior to installation.
Suggestions for testing your information include:
User testing
Users can provide very effective feedback on what works and what does not.
Each method should allow users to identify and rate specifc areas of concern
so that a methodical process of redesigning can be applied to these issues.
For example, user testing could include placing a range of different signage
styles at key decision points and asking selected users to tell you which one
they fnd easiest to see, read and interpret.
7LKLZ[YPHUV^HUHS`ZPZ
For major changes to a station your design team should identify all the
directions users arrive from at key decision points.
The output of this process can be recorded in the form of decision plans
that can be used to identify the information needed to make the necessary
decisions.
12
Test information
7est|ng wayhnd|ng
|nfo|mat|on w|t| 0se|s
prior to implementing
w||| |dent|fy any
o|oo|ems.
An examo|e of test|ng |s
c|ec||ng text s|zes a|e
aoo|oo||ate fo| |ead|ng
d|stances.
2.6.3
Waynd|ng too|k|t
Based on these decision plans, it is possible to predict the fow of users
through the station. For busy stations, pedestrian fow analysis could
be carried out to assess the potential location and content of wayfnding
information and its likely impact on viewing position and crowd fow through
the station.
The analysis should include normal service running and a range of possible
degraded and emergency operational scenarios.
See F0|t|e| |nfo|mat|on, document [25|.
13
Pedestrian fow
A c|owd how como0te|
mode| can |e|o yo0 o|ed|ct
a|eas of |||e|y congest|on
and ana|yse oot|ons fo|
|mo|ovements.
A |ecommended o|ocess |s
o|ov|ded fo| 0s|ng t||s tyoe
of softwa|e s0ccessf0||y.
Waynd|ng too|k|t
Imp|ement|ng waynd|ng |nformat|on
Pos|t|on|ng waynd|ng |nformat|on
You will need to undertake a walk-through of each station prior to installing
any wayfnding information.
The walk-through may have to be completed more than once, to ensure that
all wayfnding information has been positioned appropriately.
Use a plan of the station to mark the location of each piece of information.
Photographs of each location provide an excellent visual record to help your
chosen contractors identify accurate installation positions.
Using photographs is a helpful method for major wayfnding installations, as
well as replacements of individual signs or installation of new display screens.
De-c|utter|ng
You should carry out a de-cluttering process during or immediately after
implementing new or updated wayfnding, to remove out-of-date information.
Users do not differentiate between 'old' and 'new' information, so old
information will present wayfnding problems if left in place.
A walk-through of the stations is suffcient to identify out-of-date information.
14
2.7.2
2.7
2.7.1
Out-of-date information
/eav|ng o|d wayhnd|ng |nfo|mat|on |n o|ace
w||| not s0ooo|t 0se|s to hnd t|e|| way.
A de-c|0tte||ng o|ocess d0||ng o| |mmed|ate|y
afte| |nsta||at|on of new of |eo|acement
wayhnd|ng |nfo|mat|on |s essent|a|.
Waynd|ng too|k|t
Ma|nta|n|ng your waynd|ng |nformat|on
Maintenance of information is vital for ensuring passengers and staff have
accurate and appropriate information.
Poor maintenance can lead to information that is:
Damaged
Missing
lnaccurate
Out-of-date
Dirty
Poor maintenance reduces the effectiveness of wayfnding information and
creates a poor impression of your service. You should ensure a system is in
place for maintaining and updating your stations' wayfnding information.
Records of a|| |nformat|on
lt is useful to maintain an up-to-date and accessible record of the location of
all wayfnding information.
Photographs of each piece of information, logged with a reference number
and other details, will help maintain a consistent system if information is
damaged and needs replacing.
lt is helpful if these records are readily accessible to station staff. This will
allow them to specify correct replacement of information to avoid incorrect or
temporary information remaining in place.
15
2.8.1
Maintain all information
Poo||y ma|nta|ned |nfo|mat|on
does not o|ov|de stat|on 0se|s
w|t| acc0|ate and aoo|oo||ate
wayhnd|ng |nfo|mat|on.
2.8
Waynd|ng too|k|t
C|ean|ng
Regular cleaning will maintain the legibility of your information. Consider
where you have to locate signage. Are there options for positioning signage
that would also provide suitable access for maintaining and cleaning?
This can be particularly important to avoid track possessions or electrical
isolations.
Feedback system
You should establish an on-going feedback system to ensure the continued
effectiveness of wayfnding information. Staff can feed back both their own
and station user comments about good and bad wayfnding information.
16
2.8.3
2.8.2
Inc|us|ve
design 3
Designing good station wayfnding information that
considers the needs and behaviours of a diverse group
of users makes it easier, more enjoyable and attractive
for all to use the rail network.
Barr|ers to waynd|ng
Public transport has a key role to play in supporting access to work and
leisure and for providing independent living for many people.
Good wayfnding for all also makes excellent business sense. By providing
appropriate wayfnding information for all station users, you will encourage
people to use your station, retail facilities and train services.
You can improve access to the rail network by eliminating the barriers to
successful wayfnding. Wayfnding information that is easier to see, hear,
touch and understand helps to make the rail environment better for all station
users.
You should think broadly when considering how to deliver wayfnding
information for all station users. Think about peoples' capabilities and
limitations and how the design of your current wayfnding system impacts on
their journey experience.
No single medium can be delivered to everyone. To accommodate individual
information needs, some duplication of information in different formats is
essential.
There are some multiple delivery methods suggested within this section that
can provide the wayfnding information required by those with particular
needs.
3.1
17
Yo0| wayhnd|ng
|nfo|mat|on s|o0|d
a|m to |nfo|m 0se|s
w|t| answe|s to t|e
fo||ow|ng:
Where am I?
Orientation
'How do I get to
my destination?
Ro0te dec|s|on
Am I going
the r|ght way?'
Route monitoring
'Have I arr|ved |n
the right p|ace?'
Dest|nat|on |ecogn|t|on
The |ega| |ssues
The DDA (1995j prohibits discrimination against disabled people in the
provision of goods or services. The DDA and the Department for Transport
(DfTj defne disability as: 'a physical or mental impairment that has a
substantial and long term adverse effect on a person's ability to carry out
normal day-to-day activities'.
lt is unlawful for service providers to discriminate against disabled people by
making it unreasonably diffcult for the disabled person to make use of any
such service, which includes wayfnding.
Since 1 October 2004, the DDA requires 'service providers to take reasonable
steps to remove, alter or provide a reasonable means of avoiding a physical
feature of their premises, which makes it unreasonably diffcult or impossible
for disabled people to make use of their services'. Part three of the Act states
that such 'reasonable adjustments' includes the provision of information in
alternative formats.
Staff training
Staff who provide information to users should be given disability awareness
training, covering issues such as:
The variations in impairments, especially those which may not be
immediately obvious.
How the design of the environment and its information may have
implications for users wayfnding within stations.
How and when to deliver assistance.
Communication techniques, such as clear speech, volume, speed and
re-phrasing.
The use of equipment such as induction loops, text phones and ramps.
Designers, facility managers and engineers who are responsible for delivering
technical solutions should also receive awareness training.
Appropriate staff training
P|ov|d|ng staff w|t| d|sao|||ty awa|eness
t|a|n|ng ens0|es a|| stat|on 0se|s |ece|ve
aoo|oo||ate, t|me|y and acc0|ate wayhnd|ng
|nfo|mat|on.
18
3.2
3.3
Inc|us|ve des|gn
Inuenc|ng factors
The decisions users make and how easily they navigate within stations are
infuenced by many factors. These can be grouped under three headings:
People factors
lnformation factors
Environment factors
This section of the guide should help you to understand these infuencing
factors.
Peop|e |nuenc|ng factors
People factors are concerned with the individual. A person's ability and
experience of using trains will infuence their decisions and determine how
successful they will be in fnding their way.
Examples of people infuencing factors that affect the type of wayfnding
information needed include:
User experience
lnexperienced rail users tend not to have a pre-defned pattern for moving
through your station and looking for a set of specifc information sources.
Their behaviour can be irregular, moving from one place to another depending
upon the information they see and its perceived usefulness.
Limited searching capacities
All users have limited searching capacities for fnding information. When
they are unable to locate their required information immediately they seek
alternative sources, such as asking staff.
19
3.4
What infuences
wayfnding?
How s0ccessf0| a
oe|son |s |n hnd|ng t|e||
way |s |nh0enced oy
many facto|s.
7|ese a|e g|o0oed
0nde| t|e |ead|ngs
|dent|hed |n t|e
d|ag|am.
3.4.1
Inc|us|ve des|gn
Users are also unable to process and retain large quantities of information
in their short-term memory. They may ignore information when they are
unable to distinguish it among an array of irrelevant information. This will also
infuence how effective spoken wayfnding instructions are.
Users must process information in a selective way for it to be effective.
Perception while moving is based on glancing, that is, short periods of resting
the eyes on objects of interest. ln a busy station environment, signs that
appear too complicated may simply be ignored.
User impairments
A person's specifc impairment will infuence their information requirements.
Users with mobility impairments
People with mobility impairments include those with permanent and
temporary impairments:
People who use wheelchairs
People carrying luggage
People who use a walking aid
People using pushchairs
Less obvious impairments such as shortness of breath and heart
problems
For people whose movement may be restricted, information needs to be
timely, accurate and located in areas where it is visible and accessible. You
should provide:
visible and legible circulation routes
Ease of access to maps, directories and information services
20
Mobility impairments
W|en t||n||ng aoo0t wayhnd|ng
|nfo|mat|on, ens0|e yo0 cons|de| t|ose
w|o may |ave oe|manent and temoo|a|y
moo|||ty |moa||ments.
Stat|on 0se|s ca||y|ng |a|ge and aw|wa|d
oo|ects m|g|t not cons|de| w|ee|c|a||
access|o|e |o0tes aoo|oo||ate fo| t|em.
Inc|us|ve des|gn
Users with cognitive impairments
Railway station environments can be confusing and stressful when visual and
audible information do not provide clear and simple wayfnding guidance.
Consider how information is currently delivered and how it might be
improved. Maximise the following:
Use of symbols and text together
Plain language in signs, with simple and as few words as possible
Repetition and redundancy to ensure understanding
Consistency in all wayfnding information
Users with hearing impairments
Railway stations are noisy environments. Users with hearing impairments
may fnd it diffcult to hear and interpret public address announcements
or spoken instructions from staff. Consider how best to deliver audible
information and how visual information can support this.
You should consider providing the following:
Amplifed handsets on all counters and hearing loop systems
visual paging systems displaying text versions of audible
announcements
Users with visual impairments
Most wayfnding information at stations is provided in a visual format.
Consider which information might not be seen easily, or seen at all, by those
with visual impairments.
What information might they misinterpret? How is it best to deliver visual
information and in what ways can audible or tactile information support it?
21
Hearing impairments
Use|s w|t| |ea||ng |moa||ments s|o0|d oe
made awa|e of w|e|e fac|||t|es ex|st t|at
m|g|t ass|st t|em |n comm0n|cat|ng w|t|
staff.
7|e ava||ao|||ty of |ea||ng |ooo systems
s|o0|d oe c|ea||y |dent|hed 0s|ng t|e
aoo|oo||ate symoo|.
Cognitive
impairments
7||s |s an ext|eme|y
o|oad te|m cove||ng
any cond|t|on o|
|moa||ment, w|et|e|
temporary or long
term, minor or
seve|e, t|at |ed0ces
oeoo|e's ao|||ty to
oota|n, o|ocess
and 0nde|stand
|nfo|mat|on.
These impairments
may result in a
|ed0ced ao|||ty to
concent|ate, to
|ead, o|ocess, |ea|n,
memorise, or retain
|nfo|mat|on.
Inc|us|ve des|gn
Consider the following at your station:
High contrast displays and signage
High contrast differentiation of critical surfaces, objects and
obstructions
Good lighting levels and minimised glare
Duplicate information locations at lower levels
Auditory information cues outside and inside elevators
Synthesised voice labelling of locations
Tactile maps and signs
Users with speech impairments
Users with speech impairments need to know that they can easily locate
visual information and hear audible information, without having to request
it. However, many users may need to request specifc information from staff.
You should consider providing the following:
Pad and pencil available at ticket and information desks
Staff training to improve awareness of specifc user needs, such as
responding appropriately
Consultation
We have described some multiple delivery methods that can provide the
wayfnding information needed by your different station users.
ln situations where you cannot provide wayfnding information for all,
you should seek advice from disability specialists in delivering an optimal
compromise.
See F0|t|e| |nfo|mat|on for additional guidance.
22
Pad and pencil at counters
S|mo|e met|ods fo| ass|st|ng stat|on 0se|s
w|t| soeec| |moa||ments |nc|0de t|e
o|ov|s|on of a oen and oenc|| at a|| t|c|et
and |nfo|mat|on des|s.
Informat|on |nuenc|ng factors
The type of information provided to users, whether visual, audible or tactile,
and how people interpret and understand this information, will affect how
they fnd their way around. lt can contribute to users making errors about the
routes they take and the options available to them.
Examples of information infuencing factors include:
Wayfnding information that is similar in appearance to other station
information might also infuence user behaviour. For example, car stop
numbers that have similar font and colour to platform numbers may be
confusing to station users.
Misalignment between text and arrows or poor layout of
instructions on ticket machines.
Env|ronment |nuenc|ng factors
A station's physical layout and architectural features will also infuence
successful wayfnding.
Examples of environmental factors affecting wayfnding include:
Decision points
A decision point is a location at which someone will need information to help
them determine what they should do next. Confrmation and reassurance that
they are at the correct place and moving in the right direction is essential.
The more decision points there are, the greater the need for carefully
considered information. There will also be greater reliance on station users,
including staff, to retrieve, understand and apply the information correctly.
Inc|us|ve des|gn
23
Different information styles
/t |s |moo|tant to 0se d|ffe|ent des|gn sty|es
to |e|o stat|on 0se|s d|st|ng0|s| wayhnd|ng
|nfo|mat|on f|om ot|e| stat|on |nfo|mat|on.
7|ese ca| stoo n0moe|s |ave s|m||a| text
sty|es to t|e o|atfo|m n0moe|s, w||c| may
conf0se stat|on 0se|s as to t|e|| mean|ng.
3.4.2
3.4.3
Station architectural information
This is the degree to which related aspects of the environment look the same
and unrelated parts are distinguishable. This helps users to identify where
they are and where they are going by making each element of the station
environment recognisable and consistent.
Visual access
This refers to the extent to which different parts of the environment are visible
from any vantage point. Greater visual access supports decision making by
recognising distant destinations.
Complexity of the station layout
Complex station layouts infuence how easily users fnd their way around.
Complex environments also place greater challenges on developing
wayfnding information. Aspects that add to a station's complexity include:
The number of station entrances and exits
The overall size of the station
The number of different circulation routes and decision points
The number of facilities and platforms
Inc|us|ve des|gn
24
Architectural information
Stat|on 0se|s w||| |e|y 0oon t|e
a|c||tect0|a| feat0|es of t|e stat|on to
|nfo|m t|em of w|e|e t|ey a|e and w|e|e
t|ey a|e go|ng.
7|e soot ||g|t|ng 0sed w|e|e t|e
stat|on's o|ys|ca| des|gn c|anges, |e|os
0se|s to see t|e ent|ance and nav|gate
acco|d|ng|y.
Decision points
A |ocat|on at w||c| stat|on 0se|s w|||
need to ma|e a dec|s|on aoo0t w|e|e
t|ey |ave a|||ved and w|at |o0te
t|ey s|o0|d ta|e, to cont|n0e to t|e||
dest|nat|on.

Con|ct|ng |nformat|on and env|ronment |nuenc|ng
factors
As users move through a station, information and environment factors will
continually infuence wayfnding behaviour. ln many instances the factors
will overlap and may contradict each other, giving misleading wayfnding
guidance to the user.
As you develop the wayfnding at your station, assess how information
factors and environment factors may interact and try to minimise conficts
which might infuence users to make errors during decision making.
See F0|t|e| |nfo|mat|on, document [7| for guidance on infuencing factors.
Inc|us|ve des|gn
25
3.5
Conficting information
7|e esca|ato|s mov|ng away f|om
t|e stat|on (env||onment facto|I
st|ong|y |nd|cate to t|e 0se|, a
way o0t f|om t|e stat|on.
7|e way o0t s|gn (|nfo|mat|on
facto|I |s oos|t|oned away f|om
t|e 0se|'s d||ect|on of aoo|oac|
and |s ove|s|adowed oy t|e
m0c| st|onge| env||onmenta|
facto|.
Inc|us|ve des|gn
26
Informat|on requ|red at stat|ons
As a minimum, your wayfnding signage system should provide signs for the
following:
Station name
Access to and exit from platforms, and the platform identity
Emergency telephones and help points
Passenger travel, train and safety information
Disabled facilities and where these are provided
Accessible routes with appropriate symbols
Ticket sales
Lifts, escalators
All passenger facilities, for example, toilets, waiting rooms
lnterchanges with other transport modes. For example, metro/
underground, trams, buses, taxi, cars
Car, motorcycle and bicycle parking
Cycle routes and car parks
Emergency escape routes
Signage & other
static information
4
Signage and other static information is provided for
passengers, emergency services, station visitors and
staff to identify where they are, fnd out where they
need to go, navigate to their required destination
confdently and know when they have arrived.
4.1
27
Good practice
S|gn des|gns t|at
fa|| to fo||ow good
o|act|ce w||| oe
d|fhc0|t to |ead and
0nde|stand oy a||
0se|s, o0t |n oa|t|c0|a|
fo| t|ose w|t| v|s0a|
|moa||ments.
7||s w||| |es0|t |n
g|eate| |e||ance on
yo0| staff to o|ov|de
acc0|ate wayhnd|ng
|nfo|mat|on.
Direction signage
A sequence of waynd|ng |nformat|on
All stations must have a sequence of wayfnding information to support users
entering from any point into the station, including from trains.
Have you addressed a sequence of wayfnding for the following routes:
Access to and from areas outside the station such as parking, bus
stops, roads and pedestrian routes?
lnterchanging within the station boundary, such as stepping off a train
to catch a connecting service?
Access to the station from an alternative form of travel within the
station boundary, such as London Underground or other metro-type
system?
Without frequent information, users may ask staff and even retrace their steps
to re-check their required route. ldeally your wayfnding system should have
a visible overlap of wayfnding information within the users' feld of view at all
points on the walking route.
This should include routes to:
Train information
Platforms
Named exit/entry points
Lifts
Facilities such as toilets and waiting rooms
Other transport modes
This is especially important when architectural cues may indicate that the
user has entered a new area, for example a new extension to a station.
28
4.2
4.2.1
Directional signs at decision points
At all points where the user has to decide between alternative routes, your
wayfnding system should provide signs to indicate the locations served by
each route. This includes lifts and escalators, which should be signed to
indicate the destinations or areas they serve.
Way out information
At all decision points there should be a 'Way out' sign.
Way out signage on platforms
Where possible, 'Way out' signs should be positioned in two orientations:
Parallel with the platform edge - for users alighting from trains
90 degrees to the platform edge - for users walking along platforms
*SLHYS`PKLU[PLKL_P[YV\[LZ
To help users locate exit routes easily in emergency situations, these should
be clearly distinguishable from all other information on static signs.
You should consider applying British Standard guidelines when designing
and installing emergency exit route signs. See F0|t|e| |nfo|mat|on, document
[18|.
Signage and other static information
29
Clearly identifed exit routes
A|| ex|t |o0tes f|om yo0| stat|on s|o0|d oe
c|ea||y |dent|hed to |e|o 0se|s eas||y |ocate
t|em.
Use cont|ast|ng co|o0|s f|om yo0| s|gnage
des|gn.
Decision points
Cons|de| w|at |nfo|mat|on needs
to oe o|ov|ded at dec|s|on oo|nts.
Use|s w||| need |eass0|ance t|at
t|ey a|e go|ng |n t|e co||ect
d||ect|on.
4.2.2
Signage and other static information
Names and numbers at exit routes
Users fnd it diffcult to remember what routes from a station lead to what
specifc areas. Users also fnd it diffcult to visualise the position of an exit
within the station compared to its location from the outside.
When necessary, with simple situations, words may be suffcient on exit
routes, for example 'Town Centre'.
At complex stations with multiple exit routes you should consider numbering
these. Each route should also be designated by at least one street or area
that it leads to.
Location signage
Users arriving at key points within a station will need to be clearly informed of
where they have just arrived.
Stat|on bu||d|ngs and entrances
Your station building and all accessible entrances should be prominently sign-
posted. The identifcation of entrances by signs and appropriate architectural
features is good wayfnding practice. The fascia signs should be properly
aligned with the entrances to which they apply.
The 'double arrow' railway logo should also be displayed near the main
building so that users can fnd the station easily from all directions, including:
Public highways within the vicinity
Pick-up and set-down points
Taxi ranks
Car, bicycle and motorcycle parking
Bus stops
Pedestrian routes
Such signage should be visible from all angles of approach and at all times of
the day and night when the station is open.
30
Named and numbered exit
routes
He|o stat|on 0se|s to hnd t|e|| way
o0t of yo0| stat|on oy nam|ng and/o|
n0moe||ng ex|ts.
7||s 'way o0t' s|gn |s n0moe|ed
and |as |ey att|act|ons named to
ass|st 0se|s |n se|ect|ng t|e most
aoo|oo||ate ex|t f|om t|e stat|on.
4.3
4.3.1
Signage and other static information
Local direction signs should also be reviewed and requests made to local
highway authorities for improvements where necessary, in accordance with
the Traffc Sign Regulations. See F0|t|e| |nfo|mat|on, document [27|.
Stat|on fac|||t|es and rooms
You need to consider identifying station facilities and rooms, both at a
distance and close-up. One sign should be located at the side of the door
and/or facility at eye level and one at the entrance to the facility or above the
door.
Stat|on name s|gns on p|atforms
Users on trains may be unaware of what station the train has pulled into.
Without any audible confrmation on the train, users without visual information
will not be able to confrm that they have arrived at their desired destination.
visual confrmation of the station is especially important for people with
hearing impairments. Station name signs on platforms are required by HM
Railway lnspectorate.
A London Transport Users Committee audit gives guidance on the installation
of station name signs. See F0|t|e| |nfo|mat|on, document [10|.
31
National Rail sign
Peoo|e st|ong|y assoc|ate t|e Nat|ona|
Ra|| s|gn w|t| ma|n||ne |a||way stat|ons and
t|a|n se|v|ces.
/t s|o0|d oe c|ea||y v|s|o|e f|om a||
d||ect|ons of aoo|oac| to t|e stat|on.
/nc|0d|ng oy foot, ve||c|e, o|cyc|e and
ot|e| connect|ng t|ansoo|t se|v|ces.
Signs for facilities and room
S|gns s|o0|d oe oos|t|oned at fac|||t|es and
|ooms to |e|o stat|ons 0se|s |dent|fy t|em
f|om at a d|stance and w|en c|ose-0o.
7||s s|gn |e|os 0se|s |ocate t|e |oom f|om
a d|stance. An add|t|ona| s|gn wo0|d oe
needed on t|e wa|t|ng |oom doo|.
4.3.2
4.3.3
Signage and other static information
Key recommendations from the audit include:
A minimum frequency of station name signs on platforms
Station name signs at different heights and orientations
Recommendations for lighting of signs
Lifts
Many people are unable to use, or feel uncomfortable with using, escalators
or moving walkways. Your directional signage to access routes, such as
stairs, escalators and passenger conveyors, should also indicate where a lift
is available.
The lift signage must make it clear which areas are served by the lift. ln
certain circumstances, these may differ from those served by stairs.
lf possible, a foor indication sign should be provided outside each lift door.
lf two or more lifts are provided next to each other, a centrally located foor
indicator between all doors is suffcient.
32
Locations served by lifts
/t |s |moo|tant to |nfo|m stat|on 0se|s of a||
t|e |ocat|ons se|ved oy ||fts.
7||s s|o0|d oe c|ea||y |dent|hed on
d||ect|on s|gns and s|gns at t|e ||ft, as
s|own |n t||s o|otog|ao|.
Station name platform signs
Stat|on name s|gns a|e |moo|tant |nd|cato|s
of a t|a|n oassenge|'s |ocat|on.
7|ey s|o0|d |e|o oassenge|s to dete|m|ne
w|at stat|ons t|ey |ave oassed and t|e
stat|ons t|ey |ave a|||ved at.
4.3.4
Signage and other static information
33
Information inside lifts
You should provide suitable information inside lifts. Those most needing to
use lifts, such as the elderly, often have hearing or visual impairments. The
guidelines for clear, concise, unambiguous text labelling outlined in other
recommendations also applies for lift controls.
British Standard 'BS 8300:2001 Design of buildings and their approaches to
meet the needs of disabled people. Code of practice', provides guidelines
for disabled access to lifts, which will be benefcial for all users. Specifc
recommendations relevant to wayfnding are as follows:
A directory of foors and routes, facilities and locations should be
provided outside and inside the lift.
Tactile information should be included on all foor listings and within all
station lifts.
External lift buttons should be located adjacent to the lift door and not
on the door or door frame.
The control buttons should be mounted in the region of 900 - 1200mm
from the fnished foor height.
All control buttons should be backlit around each button and include
tactile and Braille cues.
Reserved pr|or|ty seat|ng
Some users may require more regular rest breaks during their journey. Where
reserved seating is provided, a relevant 'access' symbol and other relevant
symbols, for example mother and child, with appropriate text stating 'Priority
seating' should be shown.
The signage should be located immediately above, or to the side of, the
priority seating. lt should not be sited on the seat, as this will be obscured
when it is occupied.
Lift control buttons
/|ft cont|o| o0ttons s|o0|d |ave B|a|||e
|nfo|mat|on to |e|o v|s0a||y |moa||ed 0se|s
|ocate t|e|| |eq0||ed dest|nat|on and any
|e|o o| eme|gency ca|| o0ttons.
7||s ||ft o0tton |as t|e co||ect oac|||t
f0nct|on o0t no B|a|||e |nfo|mat|on.
4.3.5
Signage and other static information
34
Information signage
T|metab|e |nformat|on
All printed timetable information should be identifed with an appropriate
static symbol above the timetable information and with the words 'Departure
lnformation'.
See ATOC's 'National Rail good practice guide' for presenting rail timetable
information. See F0|t|e| |nfo|mat|on, document [2|.
Train route information
Train route diagrams help users to picture the available options to plan their
journey.
The available routes should be provided at the following key locations around
the station:
On each platform
At key wayfnding decision points in the station
As close to any dynamic 'next train' displays as possible
At interchange points with other transport modes
The type of map being shown must be identifed with a written description of
what it is showing. They can be in the form of fxed signs, particularly with
simple routes, or by printed leafets and posters.
You are here maps
Users need to know where to fnd areas both within and outside the station.
Such maps, also known as 'You Are Here' maps, should be located alongside
the main accessible routes into and out of the station. These should be
clearly visible from the entrance and exit but located so that they can be
examined without restricting pedestrian fow.
Departure information
At a|| |ocat|ons w|e|e o||nted t|metao|e
|nfo|mat|on |s o|ov|ded yo0 s|o0|d |ave
t|e wo|ds 'Deoa|t0|e |nfo|mat|on' |nc|0ded
aoove.
7|ese t|metao|es a|e c|ea||y |dent|hed w|t|
|a|ge text and an aoo|oo||ate symoo|.
4.4
4.4.1
4.4.2
4.4.3
Without such maps, users are more likely to ask your station staff to provide
information on directions and whereabouts of local areas. However your local
map should be carefully selected to meet the needs of your users.
Consider the following criteria when providing maps at your stations:
Maps should be designed to support the information needs and
wayfnding requirements of pedestrians.
Fixed station layout maps should be orientated with building layouts
such that 'up' on the map is ahead of the user.
Any text labels used should correspond to the labels used on other
wayfnding devices at the station.
Maps should be consistent with any pre-visit information available.
lt may be necessary to install maps at different heights to be accessible
for a range of users. This includes information in any leafets provided
for users to take away.
lt is preferable that maps are lit to a minimum level of 200 lux.
All station layout maps should clearly identify entrances/exits, lifts,
escalators, toilets, refreshment facilities, ticket offces, waiting rooms,
telephones, dynamic information displays, car parks and any special
services such as left luggage.
Local area maps should be designed for the purpose and show
features likely to be useful to passengers leaving the station, such as
bus stops, taxi ranks and prominent landmarks.
Before using tactile maps you should consult with an appropriate organisation
to ensure information provided is effective for visually impaired users.
Contact details for the Royal National lnstitute for the Blind (RNlBj can be
found in F0|t|e| |nfo|mat|on.
Signage and other static information
35
lnappropriate map design
Maos s|o0|d oe o|ov|ded to |e|o stat|on
0se|s hnd |oca| a|eas, ot|e| t|ansoo|t
systems and o|om|nent |andma||s.
7|e mao s|o0|d oe des|gned to
s0ooo|t t|e wayhnd|ng |eq0||ements of
oedest||ans. 7||s examo|e |s oased 0oon
t|e needs of ca| d||ve|s, not oedest||ans.
Map design for pedestrians
7||s mao |s des|gned to |e|o oedest||ans
hnd t|e|| |eq0||ed dest|nat|on.
Footoat|s, |oca| att|act|ons, sc|oo|s,
c|0|c|es and ot|e| o|aces of |nte|est a|e
ma||ed on t|e mao.
Safety signage
Non-standard colours must not be used to indicate safety information. This
may reduce the effectiveness with which people recognise them and carry
out the appropriate behaviour when required. lt may also contravene health
and safety requirements. The appropriate safety signage for its location must
be provided and follow British Standards. See F0|t|e| |nfo|mat|on, document
[15|.
Sign design
The design of your signage should provide clear, concise and easily
understood information that gives confdence to users to fnd their way.
Branding
lt is recognised that branding is an important part of a station owner and/
or TOC business strategy. Try to apply wayfnding good practice when
implementing your branding strategy within wayfnding information.
For example, when using company names and logos, incorporate these at
carefully selected places within your wayfnding information, such as signs
giving information about the companies managing and operating at the
station.
Contrast
Good visual contrast between text, symbols and the sign background is
essential to optimise the legibility of wayfnding information.
For example, white text on a black background or black text on a white
background.
Signage and other static information
36
Safety signs
An examo|e of B||t|s| Standa|d safety
s|gnage.
Use|s a|e acc0stomed to |ecogn|s|ng
ce|ta|n co|o0|s and s|gnage as |nd|cato|s
of oa|t|c0|a| safety |nfo|mat|on.
4.5
Good signage contrast
7|e como|nat|on of ||g|t text and symoo|s on a da||
oac|g|o0nd c|eates t|e |mo|ess|on of t|e text and
symoo|s aooea||ng |a|ge| t|an |f t|ey we|e 0sed as
da|| on a ||g|t oac|g|o0nd.
W|en t|e |eq0||ed s|gnooa|d co|o0|s matc| t|e wa||
co|o0| o| oac|g|o0nd w||c| cannot oe c|anged, yo0
co0|d cons|de| aoo|y|ng a cont|ast|ng oo|de| a|o0nd
t|e s|gn.
4.5.1
4.5.2
4.4.4
4.5.4
Signage and other static information
37
Typeface |eg|b|||ty
Poor typeface legibility reduces the reading distance, even for those with
good eyesight.
When selecting your typeface, you should follow these guidelines:
Avoid italic, slanted or script type characters for any typeface.
Do not underline text, as this can obscure lower descenders, for
example, ypj.
Use a sans serif typeface or one with limited serifs, such as Helvetica,
Arial, Brunel or Rail.
Only one typeface should be selected and used for all signage.
Use no more than two font sizes within the same sign.
Start each new sentence with a capital letter and lower case from there
on, except when using names, places, streets, etc.
Characters should have a width-to-height ratio between 3:5 and 1:1.
Characters should have a stroke width-to-height ratio between 1:5 and
1:10 (based on a lower case 'x'j, preferably between 1:6 and 1:8.
Text and symbo| s|ze
You should consider the distance from which signs are to be read by users to
defne appropriate text and symbol sizes. Text that is too small can be very
diffcult to distinguish and read, however text that is too large can also be
diffcult and uncomfortable to read close up.
There are a variety of sources for guiding you in developing and applying the
correct text and symbol size. See F0|t|e| /nfo|mat|on, documents [9| and
[21|. lt is recommended that you apply a consistent approach throughout
your stations.
You should limit the text sizes used in your signage design. A maximum of
six is recommended and these should be applied appropriately to the signs
depending on viewing distance.
Legible typeface
Us|ng a |eg|o|e tyoeface w||| |e|o 0se|s to
|ead yo0| stat|on s|gns.
7||s |s an examo|e of an aoo|oo||ate
tyoeface.
4.5.3
Signage and other static information
38
Before choosing the size of text, consider the following questions:
ls there a range of wayfnding information that can be seen through a
continuous route?
Where do you want your users to see and interpret each of these
information points? Consider the user's viewing distance.
Are there any restrictions, such as the space available for locating the
signage?
Symbols should be legible at the same distance as the associated text, or
preferably further.
Layout of information
Align text, symbols and arrows for optimum legibility
Correctly aligned wording improves the legibility of information. The English
and Welsh reader moves across text from left to right and then downwards,
so information should be presented to support this pattern of reading.
lncorrect alignment of text, symbols and arrows can distort the association of
information, thus misleading and conveying different and possibly incorrect
information.
Do your station users often go the wrong way after reading signage?
Misalignment between information and how the environment appears may
also create confusion. Check if the alignment of information is a factor in
infuencing where users go.
Adequate space between letters, words and lines
The clarity of your signage text will be improved if the spacing between
letters, words and lines is suffcient, especially for those with visual
impairments. However, spacing should not be too large, as this also reduces
the readability of text.
4.5.5
Symbol size
Symoo|s s|o0|d oe |ead f|om t|e same
d|stance as t|e assoc|ated text.
7||s examo|e s|ows s|x d|ffe|ent text s|zes
and t|e |e|at|ve symoo| s|ze |eq0||ed.
Design and orientation of arrows
The design of arrows should provide a clear indication of the direction being
indicated. The arrow design and orientation and its reference to a specifc
location should correspond with Railtrack (Network Railj design guidelines.
See F0|t|e| |nfo|mat|on, document [5|.
Arrows at a 45 degree inclination should be reserved for stairs, escalators,
ramps and diagonal routes across open areas.
Aligning information based on arrow orientation
lnformation on signs should be aligned according to the direction indicated:
Arrows indicating left, straight ahead, up or down should be placed to
the left hand side of the message.
Arrows indicating direction to the right should be placed on the right
hand side of the message.
Listing information based on arrow orientation
You should list items on directional signage based upon the direction of the
arrows. This will give users other prominent visual clues from the list to help
guide them through the station.
Grouping information
lf there are practical options for grouping information into lists of three to fve
items this can help users to see and interpret information more easily. This
is especially important in situations where users expect to assimilate and
interpret information while walking.
Lists based on arrow direction
D||ect|ona| |nfo|mat|on s|o0|d oe ||sted oased
on a||ow d||ect|on, as s|own |n t|e examo|e
|e|e.
Signage and other static information
39
Text and arrow alignment
7ext s|o0|d oe a||gned co||ect|y, deoend|ng
0oon t|e a||ow d||ect|on.
7||s s|gn |as t|e ||g|t |nd|cat|ng a||ow on
t|e w|ong s|de of t|e text.
7|e o|de| of t|e |nfo|mat|on, w||c| s|o0|d
oe oased 0oon a||ow o||entat|on, |s a|so
|nco||ect.
Symbo|s
Applying symbols with text
Your signage system should provide a combination of symbols and text:
Users with learning impairments may have diffculty in comprehending
text-only signage.
visually impaired users may have diffculty in clearly interpreting signs
which contain only words.
Users will have to read all the text before making a decision. This may
slow pedestrian fow through the station.
Non English-reading users may have problems in understanding text-
only signage.
lncorrect symbol interpretation could result in users making incorrect
decisions. Therefore, appropriate comprehensibility testing will be required to
ensure that users correctly understand symbols.
A comprehensive set of symbols can be found in the British Standard, 'BS
8501:2002'. lf any additional symbols are required, guidance on symbol
design can be found in 'BS 8502:2003', and comprehensibility testing in 'BS
lSO 9186:2001'. Please refer to F0|t|e| |nfo|mat|on, documents [21|, [22| and
[24|.
Symbols for accessibility
The lnternational Symbol for Access is normally used as a guide to all
accessible routes. However this may cause confusion; people with temporary
mobility impairments may have particular access requirements that do not
fall under the umbrella term of 'accessible by wheelchair'. Those that use a
walking aid may prefer to use steps rather than walk down a long corridor.
Signage and other static information
40
4.5.6
Accessible symbols
Use|s w|t| ot|e| moo|||ty |eq0||ements w|||
not a|ways assoc|ate s0|tao|e |o0tes w|t|
t|e w|ee|c|a|| symoo|.
Use|s w|o o|efe| to |est||ct t|e d|stance
wa||ed and 0se sta||s may hnd w|ee|c|a||
access|o|e |o0tes 0ns0|tao|e.
7|e 0se of ot|e| access|o|e symoo|s
w||| |e|o stat|on 0se|s to se|ect t|e most
aoo|oo||ate |o0te.
You should assess what routes are available within your stations and apply
the most appropriate measures:
All steps, ramps and escalators should be identifed with a sign and the
appropriate symbols at all access points to that route.
At the last available decision point, there should be a sign and
appropriate symbol indicating any alternative routes, with type of
access, direction of access and destination.
The recognised symbol for facilities made accessible by hearing
enhancement systems for the deaf should be applied where relevant.
Accessible gates in ticket gatelines should be suitably identifed with
both text and symbols. The sign must be positioned above the gate so
it can be read from all points on the approach to the gateline, from both
sides.
Co|our cod|ng
You should avoid the use of colours to distinguish different wayfnding routes
or different types of wayfnding information. People can remember no more
than fve colours used for coding information before they fnd it diffcult to
differentiate their meanings.
Safety signage also uses four colours (red, green, yellow and bluej.
Differentiating wayfnding information through colour coding might reduce the
effectiveness of safety information to convey specifc meanings. Those with
colour blindness will also have diffculty in interpreting different wayfnding
information associated with colour.
Mater|a| spec|cat|on
There are various materials that can be used for signage, such as:
Painted aluminium, steel, enamelled and vitreous surfaces
Anodised aluminium
Acrylic sheet
Glass reinforced plastic (GRPj
vinyl (either as self-adhesive or applied to another materialj
Glossy surfaces reduce readability
Avo|d 0s|ng a g|ossy hn|s| on s|gnage and ot|e| stat|c
|nfo|mat|on. 7||s w||| ma|e |t d|fhc0|t fo| oeoo|e to
|nte|o|et and act 0oon t|e |nfo|mat|on.
See t|e /|g|t|ng sect|on |n t||s g0|de fo| f0|t|e| g0|dance.
4.5.8
Signage and other static information
41
4.5.7
Signage and other static information
42
ln general, you should select material that is fade-resistant and has a non-
glossy or limited glossy surface.
The materials used for internally illuminated signs will also vary and may be
affected by the requirement for non-combustible materials in sub-surface
environments.
lt is advisable that the same material is used throughout the signage system
to deliver a consistent look. However, you may need to consider using
different material for alternative information and adverse environmental
conditions.
How often will the information change?
Contact names and telephone numbers are likely to change frequently. You
may want to consider using a more adaptable or less expensive material for
displaying this type of information. lt is essential to keep these up-to-date for
both station users and staff.
Will the signs be exposed to adverse environmental conditions or
vandalism?
You may need to consider selecting a resistant material for information
located in exposed areas. Weathered signage does not convey a good image
of your service, presents unclear information and might increase your long-
term maintenance costs with continual replacements.
Signs in areas prone to vandalism need to be of vandal resistant material or
perhaps have replaceable protective covers.
Signage and other static information
43
Positioning signage
All signs should be positioned to enable the user to easily locate, read,
understand and act upon the information.
Signs should be visible from all directions and distances at which the
information will be required. Wherever possible, wayfnding material should
be aligned as close to 90 degrees to the users' direction of travel, to facilitate
ease of viewing.
Projecting or overhanging information
Projecting or overhanging information at head height may present a safety
risk to station users, as well as being vulnerable to vandalism. The following
minimum fxing heights are recommended for suspended or overhanging
information:
Platform information must be sited so the underside is a minimum of
2500mm from the platform foor. See F0|t|e| |nfo|mat|on, document
[13|.
Non-platform internal information should be fxed at a minimum height
of 3500mm. See F0|t|e| |nfo|mat|on, document [5|.
External signage should be fxed at a minimum height of 4000mm.
See F0|t|e| |nfo|mat|on, document [5|.
M|n|m|se v|sua| c|utter
Wayfnding problems are not just caused by a lack of signage. The design
of a building and the arrangement and clarity of walking routes also provide
directional information.
You should minimise visual clutter and only display information that is relevant
at a specifc location.
Additional signage may not address environmental wayfnding problems and
will just add to the clutter of signage. You should carefully consider other
options before installing signs to overcome existing problems.
4.6
4.6.1
Clear line of sight to information
Ens0|e t|e|e |s a c|ea| ||ne of s|g|t to yo0|
wayhnd|ng |nfo|mat|on f|om a|| d||ect|ons
and d|stances at w||c| t|e |nfo|mat|on w|||
oe |eq0||ed.
7||s t|metao|e |nfo|mat|on |s o|oc||ng t|e
v|ew of wayhnd|ng |nfo|mat|on.
Signage and other static information
44
Advert|s|ng and reta|| out|ets
Even if people know the colour and style of the wayfnding information they
are looking for, other things in the visual feld, such as advertising, will still
distract them.
Where possible consider the following when installing advertising at your
stations:
Advertising should be positioned parallel to user fow and customer
information signage positioned at 90 degrees to user fow.
There should be suitable clearance around the advertising. This will
allow users to see information without interference from advertising.
Avoid restricting views to wayfnding information from walkways and
passenger waiting areas.
Railway Group Standards state that advertising is not to be used in the
immediate vicinity of escalator and passenger conveyor entry and exit areas.
See F0|t|e| |nfo|mat|on, document [13|.
Clearance around advertising
S0|tao|e c|ea|ance a|o0nd t|e edge of
|nfo|mat|on s|o0|d a||ow 0se|s to see |t
w|t|o0t |nte|fe|ence f|om adve|t|s|ng.
7||s examo|e s|ows 0ns0|tao|e c|ea|ance
a|o0nd t|e wayhnd|ng |nfo|mat|on.
4.6.2
Dynamic
information
5
Before you select a technology for your dynamic
display systems, you should consider the
legibility of different displays, the information
requirements of your station users and the stations'
environmental conditions.
Detailed advice on the layout and content of dynamic train departure displays
can be found in ATOC's National Rail Guidelines for presenting timetable
information. See F0|t|e| |nfo|mat|on, document [2|.
Informat|on by |ocat|on
Concourses
Suggested content as a minimum for displays on concourses is:
Platform number
Destination of train
Timetable departure time of train
Revised departure time (including any known delaysj
All stopping points
Status of train departure ('on time', 'due...'j
Additional information zone (no more than three pieces of information
related to the specifed trainj
TOC providing train service
The frst three points above should be presented in a larger font on displays
than the other information, to help station users quickly identify if the display
is relevant.
5.1
45
5.1.1
T|cket purchase |ocat|ons
Suggested content as a minimum for displays on concourses is:
Time of train departure
Train destination
Any main stopping destinations on route (e.g. large interchange
stationsj
Confrmation of status of train ('On time' and 'Expected at'j
Key decision points
lnformation on displays at key decision points should reassure users while
keeping them moving. The following guidelines apply:
Show a summary of departures for a limited timeframe, for example 30
minutes or one-page worth, whichever is less.
Minimise the number of screens at each decision point to reduce the
need for passengers to stop in order to assimilate the information.
Display screen technology and size should be selected such that
information at key decision points should ideally display information
without refreshing or scrolling onto additional pages.
The screen should refresh only when the top line of information is
redundant. Any new lines of information should appear at the bottom
of the list.
All summary displays must be identifed with a sign located above the
display.
Position of the display should not compromise movement of other
station users.
Displays at key decision points
A s0mma|y of deoa|t0|es at |ey dec|s|on
oo|nts w||| |e|o 0se|s ass|m||ate t|e||
|eq0||ed |nfo|mat|on w|||st mov|ng.
7||s d|so|ay |s |dent|hed w|t| a s0mma|y of
deoa|t0|es s|gn aoove t|e d|so|ay.
Ot|e| |eq0||ements fo| t|ese d|so|ays a|e
o|ov|ded |n t||s g0|de.
46
5.1.2
5.1.3
P|atforms
Passengers are more confdent of boarding a train, thus minimising dwell
times, when provided with timely and clear information about the train's
destination and scheduled departure time.
The Next Train lndicator should provide an accurate status indication of the
train due to arrive or for the train at the platform. This is especially relevant at
terminal stations when an arriving service may terminate and change route.
A suggested minimum for displays at platforms is as follows:
Platform number
Destination of train
All stopping points of train
Scheduled time for train
Status of train ('On time', 'Expected at' and 'Arrived'j
Number of carriages
Catering facilities
lf the train is due to divide and each section of the train will arrive at different
destinations, this must be clearly identifed on the indicator.
This information could be provided within an 'additional information zone'
underneath the list of destinations. lt should be available on each page,
even if the screen refreshes to a new page to continue listing all the stopping
points.
Positioning platform displays
Passengers will be reluctant to position themselves on the platform where
they cannot see a Next Train lndicator. As a result, most will congregate at
a display, possibly leading to increased train dwell times when all attempt
to board from the same position on the platform. Providing more than one
display, spaced along the platform will help alleviate this.
lf only one direction of facing screens is provided, they must be orientated so
passengers are facing the oncoming direction of the trains. This will support
viewing of any destination names on the front of trains.
lf lighting conditions (natural or artifcialj render the screens unreadable, the
direction must be changed to accommodate this or other measures used,
such as hoods.
Dynamic information
47
5.1.4
Dynamic information
D|sp|ay requ|rements
C|ocks
A clock should be visible from, or included at, all dynamic displays. This will
support users in checking the departure and arrival times of all trains.
The clock provided should be in a digital format and shown in the 24-
hour clock using the following format:
HH.MM.SS (H = Hour, M = Minutes, S = Secondsj.
All station clocks capable of displaying real-time must be linked to the
'Rugby' clock for consistency with timetable operation.
D|sp|ay s|ze
You should take account of the information that users will need at key
locations within your station, before selecting your display technology and
display size. The size should be suffcient to display all relevant information
on one screen and satisfy character height and symbol guidelines as
referenced in the S|gnage and ot|e| stat|c |nfo|mat|on section of this guide.
Display size will also be affected by physical space allocation within the
station. Where all information cannot be displayed on one screen, it is
preferable that the changing information is refreshed and not scrolled.
Multiple pages and refresh rate
Multiple pages should allow the user suffcient time to read each page. To
accommodate this, the refresh rate of the screen should be adjustable to
allow for changes to be made if necessary. As a guide each page should be
held for a minimum of 15 seconds and clearly identifed, for example, 'Page 1
of 2', unless the train is about to depart.
lt is recommended that the exact display screen timing should be assessed
and based on local conditions and passenger requirements.
Information content
All dynamic display information should be accurate and up-to-date. Displays
for providing information to passengers should not be used for advertising
purposes.
D|sp|ay pos|t|on
At busy stations, large congregations of users may gather in front of the
dynamic train departure display. These stationary users could become
a barrier to other users wanting to move through the station. This is of
particular concern for users with visual and mobility impairments.
48
5.2
5.2.1
5.2.2
5.2.3
5.2.4
5.3
5.3.1
5.3.2
Dynamic information
The location of dynamic displays should be carefully considered so as to
avoid congestion in circulation areas and conficts between 'viewing' and
'moving' people.
You should also consider the following points when you locate your displays:
Height and viewing distance, especially in relation to screen resolution
and text size
viewing angle in relation to sources of sunlight and user location
visible access routes from all areas of the station
A clear line of sight
The display screen support structure should be adjustable in angle, to allow
for changes to be made, dependent on local conditions.
Please refer to the S|gnage and ot|e| stat|c |nfo|mat|on section for guidance
on minimum height positions for dynamic displays.
How to present |nformat|on
The effectiveness of information is strongly infuenced by its timing and
layout.
Timing
Platform information for departing trains should be provided as soon as it is
available. This is important for those with sensory and mobility impairments
to allow as much time as possible to reach the relevant platform.
lt should also be removed as soon as no longer relevant, particularly if the
train has departed.
Screen |ayout
Screen layout can infuence the success of the user determining if the display
is relevant to them, and if so, locating the information needed and interpreting
it correctly.
Does the screen allow for separation of information into zones?
Can the location and the size of the information zones be changed to
accommodate your information needs?
Arranging these zones in order of information importance will help users to
fnd the most relevant information. However, too many zones of information
can overload the user and reduce the effectiveness of the information being
provided.
49
Dynamic information
Text
The font size should follow character height guidelines, as referenced in the
S|gnage and ot|e| stat|c |nfo|mat|on section of this report. Text should be left
aligned and not justifed, so that it has a ragged right edge.
Contrast
The technology should permit adjustments to the contrast after installation,
allowing for variations in local lighting levels.
Co|our
Colour can be used to highlight information, aiding users in searching for
and locating types of information on a display. You should take into account
common colour vision defciencies, for example red/green combinations
should be avoided.
Consistency
lnformation should be displayed consistently from screen to screen within the
same station and across different stations. This includes the use of colours,
display screen layout and terminology. This helps users to identify the
relevance of displays much more quickly.
Where possible, the display should be consistent with your signage design,
applying the same fonts and symbols for example.
See S|gnage and ot|e| stat|c |nfo|mat|on, section 4.5 for further guidance.
50
Zoning information on displays
By soac|ng |nfo|mat|on |nto d|ffe|ent
zoned a|eas w|t||n t|e d|so|ay, t||s |e|os
0se|s to q0|c||y |dent|fy t|e|| |eq0||ed
|nfo|mat|on. Use|s |av|ng to sea|c| fo|
|nfo|mat|on m|g|t m|ss t|e|| t|a|n as a
|es0|t.
He|e |s an examo|e of zon|ng |nfo|mat|on
|nto c|ea||y seoa|ated sect|ons on t|e
d|so|ay.
5.3.3
5.3.4
5.3.5
5.3.6
Dynamic information
51
5.4.2
D|sp|ay techno|ogy
Consistency in the size, shape and technology of dynamic displays, showing
the same type of information, both within the same station and from station to
station, will help users to identify if the display is relevant to them.
Type of techno|ogy
There are different technologies for providing dynamic information. You
should choose one that provides clear information in line with these
guidelines and best suits the environment of the station. Wide variations in
artifcial and natural lighting, temperature and pollution will affect the quality
and longevity of the displays. This might result in a poor visual quality for the
user.
Avoid displays that suffer from burn-in or those that rapidly degrade.
Once installed, the displays might need to be shielded from direct sunlight to
avoid refected glare.
E|ectron|c characters
Electronic characters can be formed of segments or dots. lncreasing the
number of dots or segments improves character legibility, further helping
users to easily see the information. The following recommendations apply:
Segmented displays
Seven segments: numerical information only
Fourteen segments: acceptable for general applications
Shield displays from direct sunlight
Yo0 may need to cons|de| 0s|ng s||e|ds
aoove d|so|ays to avo|d |ehected g|a|e.
5.4
5.4.1
Dot matrix displays
5x7 matrix: minimum acceptable
7x9 matrix: preferable for general applications
8x11 matrix: minimum if symbols are rotated (for example, arrow
orientationj
15x11 matrix: preferable if symbols are rotated
Dynamic information
52
Segmented displays
An examo|e of a seven segment d|so|ay,
t|e |ecommended m|n|m0m fo| n0me||ca|
d|so|ays on|y.
Dot matrix displays
An 8x16 dot mat||x d|so|ay. 7||s d|so|ay
|s s0|tao|e fo| d|so|ay|ng n0me||ca|
|nfo|mat|on, text and |otated symoo|s.
Aud|b|e
information
6
Good quality, accurate audible information helps
people to make confdent decisions. For those with
visual impairments, the provision of clear, accurate
and timely audible information is vital for creating an
accessible railway.
Pub||c address announcements
Public announcements are a valuable way of providing key information as
well as reinforcing other information.
Do your platform announcements give passengers suffcient time to
move from the main concourse to the platform?
Do you inform your passengers when an announcement is the last to
be made, prior to giving the train details?
During peak hours at large, busy stations not all train-related information can
be transmitted over the Public address system (PAj. ln these conditions,
priority must be given to providing announcements for:
Trains that are not running at their advertised time
Emergencies
Changes in platforms
Cancellations
Long distance services
Special services
Train services likely to be used by inexperienced passengers
6.1
53
The following are key guidelines you should consider for providing clear
announcements:
The volume of announcements should not cause discomfort to
passengers or staff. The quality of the sound must provide a consistent
volume throughout the required areas for announcements.
A suffcient number of speakers should be provided to ensure public
announcements are transmitted to all areas of the station. This
includes all areas of platforms where trains stop and retail areas.
Minimise the leakage of sound to areas outside the station.
Station acoustics are often very complex and specialist advice should
be sought on the number, positioning and volume of speakers.
Use a 'chime' prior to all announcements to indicate they are about to
be made. However, this made need to be reconsidered at stations with
high frequencies of announcements.
All announcements should be repeated at least once, and the key
elements should be repeated within each announcement.
For pre-recorded 'apology' announcements, a female voice should be
used.
For pre-recorded 'emergency' announcements where passengers are
given an instruction to do something, a male voice should be used.
During an emergency, PA announcements should provide clear
instructions for what passengers should do.
Informat|on prov|ded by staff
Staff might describe wayfnding routes in a way that fails to consider
passengers' unfamiliarity with the station environment.
54
Providing appropriate information
Staff s|o0|d o|ov|de aoo|oo||ate
wayhnd|ng |nfo|mat|on t|at cons|de|s
t|e 0se|s' 0nfam|||a||ty w|t| t|e stat|on
env||onment.
6.2
Staff should be encouraged to provide directions that consider the following
issues:
The use of names that match those within other wayfnding information.
The use of clearly visible and easily recognisable landmarks to help
passengers remember the route they need to take.
Speaking clearly and concisely, separating the information into key
points, to support the user in remembering the instructions.
Avoid giving superfuous information to passengers that might distract
them from fnding their way.
Amenities for hearing impaired users
Users with hearing impairments will have greater reliance on staff for
information otherwise provided over the PA system.
As a minimum, you should provide the following for people with hearing
impairments:
Hearing induction loop at ticket sales points
A hearing induction loop should be provided at at least one of the ticket
sales points which is open.
The induction loop system being used should conform to British
Standards. At the ticket offce, a light, viewable from both the
passenger and staff positions, should be provided to indicate whether
the hearing loop system is functioning.
Hearing induction loop within the station
One position should be provided within the station that has a hearing
loop capability.
lts position must be within eight metres of the main dynamic displays.
Aud|b|e |nformat|on
55
Hearing induction loop facilities
Hea||ng |nd0ct|on |ooo fac|||t|es s|o0|d oe
o|ov|ded at at |east one of t|e t|c|et sa|es
oo|nts.
7|e |ea||ng |nd0ct|on |ooo symoo| s|o0|d
oe c|ea||y v|s|o|e to stat|on 0se|s q0e0|ng
fo| t|c|ets.
6.3
Aud|b|e |nformat|on
Appropriate hearing loop symbol
Where hearing induction loops are provided, the appropriate symbol
should be used to indicate their availability.
The symbol must be positioned in each ticket offce window where the
facility is available.
Within the station concourse, the symbol must also be sited at the
specifc location where the induction loop has been made available.
lf other enhancement systems to the PA are used, these should be
indicated by the appropriate symbol and accompanied by a description
of the facility available.
Aud|b|e announcements |n ||fts
Audible announcements can be provided in lifts, to indicate the foor level and
the main access areas from this foor. Where announcements are likely to
interfere with station announcements, owing to the close location of lifts and
main passenger areas, internal audible information should not be provided.
56
6.4
Tact||e
information
7
An effective wayfnding system should use tactile
information to provide both wayfnding and
warning information. This allows users who may
be partially sighted or blind to navigate safely and
confdently within unknown station environments.
Wayfnding strategies employed by those with visual impairments vary from
person to person, depending on personal preference and the specifc nature
of the impairment.
Tactile fooring does have drawbacks if applied without consideration of the
size and layout of the station and the range of station users. lnappropriate
design and installation may prove a hindrance to those with visual
impairments and to other station users.
lt is advisable that you consult with local or national visually impaired user
groups and other experts prior to installing any tactile information.
Key areas for prov|d|ng tact||e |nformat|on
People with visual impairments or those that are blind should be provided
with information in a tactile form (embossed and Braillej at the following key
areas within the station:
Toilets
Floor signs at stairs, lifts and all buttons within lifts
Other doors where passengers have access
Doors with public access should be comply with appropriate Braille and
tactile requirements in accordance with BS 8300. See F0|t|e| |nfo|mat|on,
document [20|. This is particularly important for public facilities such as
toilets.
7.1
57
Tact||e oor|ng
All stations should have platform-edge warning surfaces installed. The
Department of the Environment Transport and the Regions (DETRj document
G0|dance on t|e 0se of 7act||e Pav|ng outlines requirements that must be
followed. See F0|t|e| |nfo|mat|on, document [11|.
Other types of tactile fooring include:
Corduroy hazard warning surface, for example ramps, escalators,
conveyors and stairs.
lnformation surface, for example around ticket offces, information
centres and toilets.
Whichever surfaces are used, their installation across rail station
environments must be applied in a consistent way.
You should also consider technology as an alternative means of providing
wayfnding guidance, as identifed in the /nc|0s|ve wayhnd|ng section of
this guide. This may prove more benefcial for delivering certain wayfnding
information.
Tactile fooring at platform edges
7act||e hoo||ng at o|atfo|m edges |s
|eq0||ed at a|| stat|ons.
/t g|ves |moo|tant safety wa|n|ng
|nfo|mat|on to oeoo|e w|t| v|s0a|
|moa||ments.

58
7.2
Tactile information at facilities
P|ov|d|ng tact||e |nfo|mat|on on s|gns w|||
|e|o v|s0a||y |moa||ed 0se|s |dent|fy stat|on
fac|||t|es.
Temporary
information
8
Modifed or temporary wayfnding information
supports passengers in abnormal, perturbed and
emergency situations. Knowing how to manage its
use will beneft your passengers and your staff.
Sty|e and de||very gu|de
Develop a guide for temporary information which defnes its content,
installation and removal. This will ensure it is relevant and helpful for
passengers and staff.
The style of your temporary information should have a consistent approach.
You should consider the following key points:
Adopting principles from your permanent information design guidelines
Applying good practice principles
Appropriate text and symbol size for each location
Appropriate use of colour
Layout of information to help users identify if it is relevant to understand
it easily
Position
Before locating temporary information, you should defne areas within and
outside the station where temporary information can and cannot be located.
You should not obscure permanent wayfnding information, unless the
temporary information is replacing it.
8.1
59
8.1.1
Serv|ce d|srupt|ons
A permanent location for information on service or station disruptions should
be provided outside of the station. This may aid users with local knowledge
to make alternative arrangements before they enter the station and thus
minimise crowding.
You should consider the following key guidelines:
Show information about disruptions in a dynamic format if possible.
lf disruption information is presented using static displays such as
whiteboards, include the age of the information.
Display the information at all entrances to the station.
Use a static sign above the display to give a brief description of the
type of information provided.
The display should not be used for any information other than
disruptions, emergency situations and urgent messages.
Give a brief description of why the disruption is occurring and what
services it is affecting and offer suggestions for alternative journey
options.
Ensure it is updated when necessary and removed promptly
when the disruption is over.
60
Dynamic service information
Dynam|c se|v|ce |nfo|mat|on |s an effect|ve
way of |eeo|ng stat|on 0se|s |nfo|med of
se|v|ce d|s|0ot|ons.
7||s d|so|ay o|ov|des t|e |nfo|mat|on
cons|stent|y.
Static service information
W|e|e a dynam|c system |s not ava||ao|e a
stat|c se|v|ce d|s|0ot|on ooa|d s|o0|d oe
0sed.
7||s ooa|d |as o|e-dehned |nfo|mat|on
s|ots, w||c| |e|o staff to de||ve| a
cons|stent |eve| of |nfo|mat|on deta|| to
stat|on 0se|s.
8.2
Temporary information
Construct|on and ma|ntenance works
lf your stations are undergoing construction or maintenance works, you
should consider the following guidelines:
Will the works obscure your current wayfnding information?
Are the normal passenger wayfnding routes altered to accommodate
the works?
lf so, you should implement a plan for installing temporary information. As
this will be replacing or supplementing permanent information, it is important
that you provide the following temporary information, where relevant:
Station name
All platform numbers with access to and egress from each platform
Emergency telephones and help points
All access routes with appropriate access symbols
Way out (including appropriate street namesj
Disabled facilities and where these are provided
Ticket offce
Toilets
lnterchanges (and other services, buses, metro, taxi, etc.j
Dynamic train departure and arrival displays
Where possible, all design and layout guidelines that apply to permanent
fxtures should also apply to this type of temporary information.
Staff at key dec|s|on po|nts
All station users may experience wayfnding problems during building works.
lt is advisable that staff are available to assist at key wayfnding decision
points throughout the station. Staff must have up-to-date knowledge of all
services operating from the station and all available routes to and from the
station.
61
8.2
8.2.1
Construction & maintenance updates
Cons|de| o|ov|d|ng |nfo|mat|on to te|| stat|on
0se|s w|y wo|| |s oe|ng 0nde|ta|en and
t|e |mo|ovements |t w||| o||ng to oeoo|e's
|o0|neys.
7||s w||| |e|o to ease oassenge| conce|ns and
como|a|nts aoo0t d|s|0ot|ons o| o|oo|ems
ca0sed to t|e|| |o0|ney.
Temporary information
Safety signage
As part of the protection against passengers and staff entering dangerous
work areas, safety signs should be provided. You should ensure the colour
and design of these signs and warnings conform to the appropriate British
Standards. The minimum provision of safety signs as stated by Railway
Group Standards is as follows:
Locations with high voltage electrical equipment
Top of platform ramps or entrance to redundant platforms barred to
non-authorised persons
ln addition to these, the following signs should also be provided as a
minimum:
Appropriate fre exit signs
Locations where temporary building works are being carried out
See F0|t|e| |nfo|mat|on, documents [14| and [15| for additional guidance on
safety signage requirements.
62
8.2.2
Staff at key decision points
D0||ng const|0ct|on and ma|ntenance
wo||s, add|t|ona| staff oos|t|oned at |ey
oo|nts w||| oe ao|e to offe| |mmed|ate
ass|stance to stat|on 0se|s.
Staff s|o0|d oe easy to |dent|fy, as s|own
|n t||s examo|e: wea||ng a ||g| v|s|o|||ty
|ac|et w|t| t|e 7OC name c|ea||y s|own.
Temporary safety signs
Ens0|e yo0 |ave o0t |n o|ace temoo|a|y
safety s|gns, s0c| as ||g| vo|tage a|eas,
d0||ng const|0ct|on and ma|ntenance
wo||s at yo0| stat|on.
Lighting
9
Appropriate and well-planned lighting schemes, as
part of the wayfnding system, help people to see
information clearly and make their way around the
station environment safely.
Railway Group Standards set out the minimum requirements for lighting
at stations. This section provides an overview of the key requirements for
wayfnding information. See F0|t|e| |nfo|mat|on, document [12|.
L|ght|ng on waynd|ng routes
All your station's wayfnding routes require suffcient levels of illumination.
Platforms, circulation areas, lifts and ramps at stations are
recommended at 100 lux minimum.
This could be increased to 150 lux at entrances, passageways and
corridors, and 200 lux above stairs and escalators.
Lighting levels should be consistent and any transitions between
lighting levels should be smooth, as people with visual impairments
may take longer to adapt to changes.
Glare can be reduced by carefully positioning lights out of the line of
vision.
Shadows can mask hazards. Shadows can be avoided by increasing
the level of ambient light and ensuring spotlights are not used on their
own.
Feature lighting, such as downlighters, should be located where they
will not cause shadows to fall across peoples' faces making lip reading
diffcult.
9.1
63
I||um|nat|on of waynd|ng mater|a|s
Your station's wayfnding information should have suitable lighting to support
people in locating and reading the information.
A minimum of 200 lux should be provided on directional wayfnding
signage throughout the day.
You should avoid using yellow artifcial light on signage, because of its
poor colour rendering properties.
Suitable lighting levels shall be available during all hours of station
operation.
lf the ambient lighting is insuffcient to ensure all signs are legible, you should
consider using additional lighting.
G|are
Glare on signs and other information will hinder visibility of the complete
message and hence understanding. This is a particular problem for
passengers with visual impairments.
You should consider the following key issues:
Wherever possible, all static and dynamic information should have a
non or limited refective surface.
Avoid locating signs or displays directly adjacent to external glazing,
open views or artifcial light sources.
lnternally illuminated translucent signs should be designed to ensure
glare from lighting sources does not hinder legibility.
lf glare from daylight causes refections on information, this can be reduced
by using adjustable blinds on windows or canopies.
64
Lighting on wayfnding routes
Good ||g|t|ng |s |eq0||ed to |e|o stat|on 0se|s
see and |nte|o|et wayhnd|ng |nfo|mat|on.
/t a|so |e|os 0se|s to move safe|y a|o0nd t|e
stat|on.
7||s o|otog|ao| s|ows |naoo|oo||ate ||g|t|ng
of a oassenge| wa||way and wayhnd|ng
|nfo|mat|on.
9.2.1
9.2
Further
Information 10
Guidance from other industries and rail-specifc
documents for wayfnding and signage design.
Waynd|ng gu|dance for the ra|| |ndustry
[1] E|ght s|gns: a pract|ca| gu|de to s|gnage and poster d|sp|ay at
stations
April 2005
ATOC
Contact: A7OC 020 7841 8000 www.atoc.o|g
[2] Nat|ona| Ra|| good pract|ce gu|de
ATOC
Contact: A7OC 020 7841 8000 www.atoc.o|g
[3] Tra|n and stat|on serv|ces for d|sab|ed passengers, a code of
practice
SRA (Strategic Rail Authorityj
Contact: Df7 (fo|me||y DE7RI 020 7944 8300 www.dft.gov.0|
[4] Ra||way estates stat|on des|gn gu|de
2002
Railtrack (Network Railj
Contact: Netwo|| Ra||, Rooe|t 7|o|nton 020 7557 8000
[5] Major Stat|ons waynd|ng summary des|gn gu|de||nes
2002
Railtrack (Network Railj Design Research Unit, lssue 7
Contact: Netwo|| Ra||, Rooe|t 7|o|nton 020 7557 8000
10.1
65
Waynd|ng deve|opment process
[6] Waynd|ng: Gu|dance for hea|thcare fac|||t|es
National Health Services (NHSj Estates
The Stationery Offce
lSBN 0-11-322140-1
Contact: 7|e Stat|one|y Ofhce 0870 600 5522 www.tso.co.0|
Understand|ng user requ|rements
[7] Research |nto s|gnage and waynd|ng at stat|ons, Work package
1.1: User needs ana|ys|s
Davis Associates
Rail Safety and Standards Board reference 07-T321-report-07-June-05
Contact: RSSB 020 7904 7518 www.|sso.co.0|
Genera| waynd|ng good pract|ce
[8] Research |nto s|gnage and waynd|ng at stat|ons, Work package
1.2: Good pract|ce and waynd|ng techno|ogy rev|ew
Davis Associates
Rail Safety and Standards Board reference 14-T321-report-07-Oct-05
Contact: RSSB 020 7904 7518 www.|sso.co.0|
[9] S|gn Des|gn Gu|de: A gu|de to |nc|us|ve s|gnage
JMU and the Sign Design Society
lSBN 185878-412-3
Contact: S|gn Des|gn Soc|ety www.s|gndes|gnsoc|ety.co.0|
[10] Where is this? An audit of station name signing
LTUC (London Transport Users Committeej
Contact: /ondon 7|ave|Watc| 0207 726 9997 www.|ondont|ave|watc|.o|g.0|
Tact||e |nformat|on
[11] Gu|dance on the use of tact||e pav|ng surfaces
DfT (formerly DETRj
Contact: Df7 020 7944 8300 www.dft.gov.0|
66
10.2
10.3
10.4
10.5
Further information
Ra||way Group Standards
Contact: RSSB 020 7904 7518 www.|sso.co.0|
[12] GI/RT7010, Issue 1, 2002
Lighting of railway premises
[13] GI/RT7014, Issue 1, 2004
lnfrastructure requirements at stations
[14] GM/RT1041, Issue 1, 1997
Warning signs and notices for electrifed lines
British Standards
Contact: B||t|s| Standa|ds www.oson||ne.os|-g|ooa|.com
[15] BS 5378-1:1980
Safety signs and colours. Specifcations for colour and design.
[16] BS 5499-1:2002
Graphical symbols and signs. Safety signs, including fre safety signs.
Specifcation for geometric shapes, colours and layout.
[17] BS 5499-2:2002
Fire safety signs, notices and graphic symbols. Specifcation for self-
luminous signs.
[18] BS 5499-4:2000
Safety signs, including fre safety signs. Code of practice or escape route
signing.
[19] BS 5499-5:2002
Graphical symbols and signs. Safety signs, including fre safety signs. Signs
with specifc safety meanings.
[20] BS 8300:2001
Design of buildings and their approaches to meet the needs of disabled
people. Code of practice
[21] BS 8501:2002
Graphical symbols and signs - Public information symbols
67
10.6
10.7
Further information
[22] BS 8502:2003
Graphical symbols and signs - Creation and design of public information
symbols. Requirements.
[23] BS ISO 16069:2004
Graphical symbols - safety signs - safety way guidance systems
[24] BS ISO 9186:2001
Graphical symbols - Test methods for judged comprehensibility and for
comprehension
Other usefu| documents
[25] Manag|ng |arge events and perturbat|ons at stat|ons: Pedestr|an
ow mode|||ng process den|t|on
Davis Associates
Rail Safety and Standards Board reference 30-T161-report-27-May-04
Contact: RSSB 020 7904 7518 www.|sso.co.0|
[26] A des|gn gu|de for the use of co|our and contrast to |mprove the
bu||t env|ronment for v|sua||y |mpa|red peop|e
Contact: JMU Access Pa|tne|s||o
[27] The Trafc S|gns Regu|at|ons and Genera| D|rect|ons 2002
The Stationery Offce
The Offce of Public Sector lnformation (OPSlj
Contact: 7|e Ofhce of P0o||c Secto| /nfo|mat|on www.oos|.gov.0|
Add|t|ona| contact |nformat|on
RNIB (Roya| Nat|ona| Inst|tute for the B||nd|
105 Judd Street
London
WC1H 9NE
(020j 7388 1266
www.rnib.org.uk
RNID (Roya| Nat|ona| Inst|tute for Deaf Peop|e|
19-23 Featherstone Street
London
EC1Y 8SL
(020j 7296 8000
(020j 7296 8001 (Textphonej
www.rnid.org.uk
68
10.9
10.8
Issue 3: June 2006
http:// www.rssb.co.uk
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