Transportation designed for you by Joan Campos

TRANSPORTATION DESIGNED FOR YOU Universal and Wayfinding Design for Rail Stations

Joan Campos University of California Transportation Center Summer Research & Leadership Program

CONTENTS Executive Summary Introduction Terms Key Issues Research Approach Customer Journey Design Approach Field Study Vancouver - Skytrain Seattle - Sound Train Portland - Streetcar San Francisco - BART Los Angeles - Metro Further Research in Universal Design Conclusion

EXECUTIVE SUMMARY Universal design, similar to accessible, inclusive, and barrier-free designs confront the separation of users in design. In principle, each design approach improves the use of goods, services, and our built environment. One approach that differentiates universal design is its emphasis on designing for all. It asserts the need to combine, as much as possible, the various accommodations and needs of different groups. For instance, universal design is planning an entryway with a primary focus on ramps instead of an afterthought. Ingress access is planned commonly with staircases and remote, winding incline away from the entrance. People in wheelchairs, with strollers and/or luggage as well as those who have little to no problems walking up a flight of stairs, can simultaneously access the entryway with ease. Universal design is not a compromise it is the strength of the design.

Moreover, universal design should incorporate wayfinding design as part of its principles. The combination of both designs achieves the purpose of public transportation. Transportation designers must attempt to improve the ease of navigating a built environment for each user groups. The combination of designs supplement the service public transportation is responsible for.

The fault in generalization is overlooking diversity. We require different accommodations in each stage of our lives. An able-bodied adult may not need a street ramp, but embarking a new experience changes a person’s lifestyle and needs. For example, having children in strollers or being involved in a car accident causing permanent mobility impairments, the street ramp becomes their access to mobility. The application of universal design is crucial in public transportation. A service directed for everyone should serve as best as possible all diverse groups, regardless of age, size, or needs.

The Customer Journey Design Approach is the author’s proposal for designing future rail transit stations. It outlines a rider’s experience in using a constructed rail transportation station. It is outlined with four major steps in everyday travel: 1. Plan a trip, 2. Ticket purchase, 3. Navigate the Station, 4. Ride Transit, and the fifth point for an emergency: 5. Emergency egress. It lists several design considerations and suggestions to help improve existing and increase the number of universally-designed rail transit stations.

The focus of this research paper is rail station universal design, to avoid further generalized design strategies. Rail is an important transportation mode because it serves at the center of movement, while other modes, such as an automobile or a bike, are used for the ‘first’ and ‘last’ mile. Accommodating designs are crucial because of high time and monetary investments in the rail station.

Rail stations in North American cities - Vancouver, Seattle, Portland, San Francisco, and Los Angeles - are analyzed in a catalog of photographs. Each photo includes comments to explain highlights and suggestions for improvement that align with universal and wayfinding principles. The purpose is to encourage owners and operators to be accountable for the existing environment, induce further analysis of future designs, and align universal design principles as a priority. Rail operators serving the previously mentioned cities implement several universal designs such as the use of Braille, installing elevators, directional signage, and more. Particularly, a notable design at the SkyTrain station in Vancouver is a bench and individual button to call the elevator, giving space for outgoing and incoming users as well as an adequate waiting space. At a SoundTrain station, identification signage is installed to name dedicated space such as paratransit stops, elevator locations, and information. People in wheelchairs have dedicated spaces on Portland Streetcar and Bay Area Rapid Transit train cars. They are both located by the door for easy access. Lastly, Los Angeles Metro Red Line installs multiple blue informational booths for people with hearing and/or visual disabilities next to elevators, entry points, and ticket machines.

Since the adaptation of the American Disabilities Act of 1990, decisions about our built environment has changed to accommodate more people. However, designers, planners, engineers, and decisionmakers should aim for designs above the minimum. Provided in this report are a few of many innovative approaches in universal design with wayfinding practiced in Copenhagen, Denmark’s Metro and S-train and Kyushu, Japan’s Nanakama Line. For instance, Nanakama Line’s ticket booths are accessible for people in wheelchairs and Copenhagen Metro’s choice of floor signage to instruct rider etiquette are two of many installation strategies possible to implement in other rail stations. Certainly, there are more innovative solutions to achieving universal design. As the authors of the Universal Design Handbook discussed, the term should be universal designing because innovative improvements will occur in the future.¹ Therefore, it is important to have flexible designs and well-thought out plans today for resilient rail transit stations. A few future investments could be research on how noise applies to transportation universal design, an invention of resilient and environmentallyfriendly materials, and adjoining daylighting approaches in architecture to train car designs. All and more to advance universal design with wayfinding strategies specific to transportation services to create a robust linkage between people and the society no matter our mobility needs.

¹ Preiser, Wolfgang, and Korydon Smith. Universal Design Handbook. 2nd ed. N.p.: McGraw-Hill Education, 2010. Print.

ABSTRACT Complete freedom in mobility derives from the adaptation of Universal Design and Wayfinding strategies in transportation planning. This paper urges the application of both principles to achieve designs that benefit all with an ease of navigation in transportation planning. The transportation mode in focus is rail to avoid generalized universal design strategies. Rail is an important focus due to its capacity of moving sizable numbers of people and the immense investment in construction. The Customer Journey Design approach is the recommended procedure to achieve universal and wayfinding designs. Each step highlights customer experience in constructed rail stations. Designers and planners must undergo the same process with different perspectives that reflect various user groups. Existing rail stations in the North American cities of Vancouver, Seattle, Portland, San Francisco, and Los Angeles are analyzed to set an example for studying the built environment. The next step is to incentivize the dedication to universal and wayfinding designs and award them.

INTRODUCTION As the cities in the United States advance in technology, architecture, and density, so does the population. According to the U.S. Census Bureau,² there are approximately 30.6 million people having trouble climbing a flight of stairs in 2010 and 47.8 million people in 2015 were of age 65 and older. Both figures are projected to increase in the next few years. In addition, the increase of travelers, families, and investments in bicycle infrastructures calls for an environment that will serve the public in different ways. It claims for more accommodating built environments in our changing lifestyle needs.Ramps, in particular, act as the access point to society for children, seniors, adults traveling with strollers, bikes, or in wheelchairs. It is in everyone’s best interest to build environments that will serve each person all throughout their lifetime. Universal Design is the most sustainable design approach. Universal Design with Wayfinding, which aims for ease of navigation, presents a sustainable, efficient, and safe design approach for transportation. Permanent installations, such as buildings and signages, that support their respective purposes enhance positive user experience. One of many examples of contradicting architectural and wayfinding designs can be found in Los Angeles Metro’s North Hollywood train station. The images to the right demonstrate a wide pillar covering an overhead, black and white signage when exiting the platform. Anxiety, frustration, and confusion are typical emotional responses to poorly designed wayfinding. Becoming disoriented in a building without guidance can result in many mistakes and a lot of time spent finding the right direction.For better navigation, transparent communication using universal and wayfinding designs must be applied in architectural, engineering, and planning processes. Universal and wayfinding designs are essential steps of the built environment because it creates positive or negative user-experiences. This paper urges for the integration of wayfinding strategies to universal design principles, the development of distinct universal design strategies for individual transportation mode, and the adoption of the customer journey design approach to consider desire lines and all patterns of movement.

² “Older Americans Month: May 2017.” Profile America Facts for Features, 27 Mar. 2017, doi:10.1037/ e435412008-001.

View of the entrance lobby at Los Angeles Metro Red Line, North Hollywood station: a perspective exiting the platform (left) and view of obstructed sign (right). These photos demonstrate the conflict between universal and wayfinding designs. It is an example of a wide space for many riders, including people in wheelchairs, with strollers or luggage and directional signage for elevators. However, from the perspective on the left, the directional signage is not seen from a critical point of travel transition.

The mode of transport in focus is rail transit (light rail, heavy rail, commuter rail, streetcar). It is a mode of transportation that connect other modes such as private automobiles, bikes, buses, and more. Rail has the capability to move a sizable number of riders, has dedicated routes for travel, and costs immense capital and time investments. Therefore, development as such must be planned and constructed properly in the first place. The structure of this report begins with a list of ‘Terms’ to provide good understanding throughout the report, then a ‘Key Issues’ section the research paper is addressing. A proposed solution is presented as the ‘Customer Journey Design Approach’ in the next section. Next is the ‘Field Study’ of existing rail stations in five cities highlighting executions of universal and wayfinding designs. Lastly, ‘Limitations and Further Research’ follow. Astonishing innovations to serve all user groups, however, will not arise with regulations and manuals. The future of universal design is incentivization by creating awards, similar to USGBC’s Leadership in Energy and Environmental Design, to encourage sustainable universal design with wayfinding dedicated to transportation for generations to come.

TERMS The purpose of this section is to define inter-changeable words used for accommodating user needs. Listed terms have differing strategies for application. However, the principle of serving individuals equally is similar. Designers must continue opening doors to mobility for those, who may or may not be impaired. They must link the disconnection in design. Accessible, barrier-free, inclusive, and universal design approaches should not aim all their attention to one group of people. A sustainable approach should equally accommodate everyoneâ&#x20AC;&#x2122;s needs. Therefore, future designs will represent the most optimal solution.

Accessible Design “Accessibility is a function of compliance with regulations or criteria that establish a minimum level of design necessary to accommodate people with disabilities.” - Universal Design Handbook³ “designing for equal opportunity of access to mobility, facilities, devices, and services for people with disabilities, typically mandated (e.g., by the Americans with Disabilities Act [ADA]).” - Accessing Transit as Universal Design⁴

Barrier-Free Design “design for those with physical or other disabilities, involving the provision of alternative means of access to steps (e.g. ramps and lifts (elevators) for those with mobility problems). It is also called universal or barrier-free design. - Encyclopedia.com⁵ “retrofitting of buildings or facilities to accommodate physically impaired people; design that strives to make the built environment barrier free for all persons.” - Accessing Transit as Universal Design⁴

Inclusive Design “produce multisensory enhanced environments that accommodate a wide range of physical and mental abilities for people of all ages.” - Inclusive Design Guidelines: New York City 2nd Edition⁶ “designing products and services for the needs of the widest possible audience, irrespective of age or ability.” - Accessing Transit as Universal Design⁴

² “Older Americans Month: May 2017.” Profile America Facts for Features, 27 Mar. 2017, doi:10.1037/ e435412008-001. ³ Preiser, Wolfgang, and Korydon Smith. Universal Design Handbook. 2nd ed. N.p.: McGraw-Hill Education, 2010. Print. ⁴ Audirac, Ivonne. “Accessing Transit as Universal Design.” SAGE Journals. Journal of Planning Literature, June 2008. Web. 17 June 2017. ⁵ “barrier-free.” A Dictionary of Architecture and Landscape Architecture. Encyclopedia.com. 25 Jul. 2017 <http:// www.encyclopedia.com> ⁶ “Overview.” Inclusive Design Guidelines: New York City. 2nd ed. N.p.: n.p., n.d. N. pag. Inclusive Design Guidelines, New York City, Second Edition. Web. 07 July 2017. ⁷ “The Principles of Universal Design.” The Center for Universal Design - Universal Design Principles. NC State University, n.d. Web. 1 June 2017. ⁸ “The Principles of Universal Design.” Centre for Excellence in Universal Design. N.p., n.d. Web. 2 June 2017. ⁹ Steinfeld, Edward, and Jordana Maisel. Universal Design: Creating Inclusive Environments. Hoboken: John Wiley & Sons, 2012. Print. ¹⁰ Gibson, David. Wayfinding Handbook : Information Design for Public Places. New York, US: Princeton Architectural Press, 2009. ProQuest ebrary. Web. 12 July 2017. ¹¹ Transportation Center Research Program. ”Guidelines for Transit Facility Signing and Graphics.” Transportation Research Board (1996): n. pag. Web. 10 June 2017.

Universal Design “the design of products and environments to be usable by all people, to the greatest extent possible, without the need for adaptation or specialized design.” - North Carolina State University, Center for Universal Design⁷ “the design and composition of an environment so that it can be accessed, understood and used to the greatest extent possible by all people regardless of their age, size, ability or disability. An environment (or any building, product, or service in that environment) should be designed to meet the needs of all people who wish to use it. This is not a special requirement, for the benefit of only a minority of the population. It is a fundamental condition of good design. If an environment is accessible, usable, convenient and a pleasure to use, everyone benefits. By considering the diverse needs and abilities of all throughout the design process, universal design creates products, services and environments that meet people’s needs. Simply put, universal design is good design.” - Center for Excellence in Universal Design⁸ “the art and practice of design to accommodate the widest variety and number of people throughout their life spans.” - Universal Design Handbook³ “a process that enables and empowers a diverse population by improving human performance, health and wellness, and social participation” - Universal Design: Creating Inclusive Environments⁹

Wayfinding “design provides guidance and the means to help people feel at ease in their surroundings” - Wayfinding Handbook: Information Design for Public Spaces¹⁰ “..is used to describe the process of reaching a destination, whether in a familiar or unfamiliar environment… wayfinding comprises three specific interrelated processes: Decision making - This leads to a plan of action or a decision plan to reach a given destination Decision execution - This transforms the plan of action into appropriate behavior and movement at the right place in space Information processing - This comprises environmental perception and cognition, which permits the above decision-related processes to occur. Perception is the process of obtaining information through the senses. Cognition is understanding and being able to manipulate information.” - TCRP Report 12¹¹

Lifestyle Changes and Differing Circumstances If enormous investments are being placed to develop and construct transportation networks, it is crucial to consider its versatility. Lifestyle changes refer to the changes in priorities during different stages in life from childhood to adulthood and complications that may occur in a lifetime. For instance, one may travel on a train with a bike and after a few years, a stroller or one may be walking without constraints but when visual complications occur, walking sticks or guide dogs are essential to their safety. A few user groups to consider are people with strollers, bikes and/or cargo bikes, small shopping carts, luggage, blind sticks, guide dogs, people in wheelchairs or are shorter.

Visible and Hidden disabilities¹² - Visible disabilities: blindness (blind stick or service animals), physical immobility (wheelchairs or crutches), age. - Hidden or less visible disabilities: cognitive impaired (state of anger, apprehension, confusion, or distressed caused by a particular situation or environment) epilepsy, traumatic brain injury.

¹² Hunter-Zaworski, Katharine. “Chapter 4: Universal Design in Public Transportation: ‘Segway’ to the Future Sub theme: Safe, Seamless, and Dignified Community-based Public Transportation.” Universal Design and Visitability - From Accessability to Zoning. Ohio State University. Ed. Jack Nasar and Jennifer Evans-Cowley. N.p., n.d. Web.

A few graphics to to demonstrate the differences in needs but the goal of serving all.

The definition of universal design in this paper attributes to the most recent definition Steinfeld and Maisel formulated and stated in Universal Design: Creating Inclusive Environments and the addition of wayfinding and intergenerational goals. Since universal design advances freedom in mobility for all, regardless of age, size, and circumstances throughout oneâ&#x20AC;&#x2122;s lifetime and beyond, it should continue to improve human experiences in different generations. Wayfinding design anticipates user travel patterns, designs accordingly, and communicates most efficient routes. It broadcasts different ways of communication and include design parameters, such as color contrasts, monitors, and Braille, that align with universal design principles. Together, transportation designs should accommodate organic desire line paths, the choice for the shortest and most efficient route for each user groups throughout changing lifestyles in different generations. The use of the term universal design in this paper includes wayfinding design principles.

KEY ISSUES Transportation should aim for freedom of mobility for all by using universal design principles. The key issues listed below challenge existing rail transportation designs and investments. 1. Public transportation as a vital mode of intergenerational transportation. 2. Universal Design for all and their lifestyle changes, not only for â&#x20AC;&#x2DC;disabledâ&#x20AC;&#x2122; groups. 3. Interconnected Design Principles specific to public transportation to: a. avoid overlapping or contradicting designs b. make it easier to navigate rail system for everyday use c. make it easier to navigate rail system for emergency egress

1. Public transportation as a vital mode of intergenerational transportation. The importance of proper investment in rail station design is vital to intergenerational transportation. Compared to other modes of transport, rail has the capability of moving more riders at an accelerated speed for longer distances compared to other transportation modes. Rail transportation can also be utilized by future generations. However, it can quickly become obsolete if existing stations do not accommodate changing, expected or unforeseen lifestyle complications to mobility. Dependency on automobiles will also change over time. Adults may meet their needs today by driving cars, but physical complications can become a hindrance or pose as life risk. Drivers with impaired eyesight or cognitive dissonance will be a danger to themselves and others if they continue to drive. Rail is also a transportation mode that demands a substantial amount of investments in time and capital. Investing in a rail station design that encompasses inter- and intragenerational needs will help keep the rider rates constant or increase. 2. Universal Design for all and their lifestyle changes, not only for ‘disabled’ groups. Universal Design is a principle of design that emphasizes the design for all, not a focus on one group of users. Although initially coined and popularized to emphasize serving disabled groups, the Center for Universal Design in North Carolina University reconfigured the definition as designs ‘usable by all people.’ ¹³ It is not only meeting the regulations such as the American Disabilities Act of 1990. It is an urge to innovative designs to incorporate user needs to the most potential and intergenerational way.

¹³ Hunter-Zaworski, Katharine. “Chapter 4: Universal Design in Public Transportation: ‘Segway’ to the Future Sub theme: Safe, Seamless, and Dignified Community-based Public Transportation.” Universal Design and Visitability - From Accessability to Zoning. Ohio State University. Ed. Jack Nasar and Jennifer Evans-Cowley. N.p., n.d. Web.

¹⁴ Gibson, David. Wayfinding Handbook : Information Design for Public Places. New York, US: Princeton Architectural Press, 2009. ProQuest ebrary. Web. 12 July 2017.

3a. Interconnected Design Principles specific to public transportation to: avoid overlapping or contradicting designs Universal design is commonly applied to permanent transportation environments. However, conflicts in design purposes between architectural and wayfinding designs can hinder its success.It is crucial for wayfinding designs to be incorporated with universal design principles to avert costly renovation prices and enhance exemplary user experience. Wayfinding design provides guidance and the means to help people feel at ease in their surroundings. It overlaps with Universal Design Principle Numbers 1, 3, 4, and 7 discussed in the table below.¹⁴

Universal Design Principles

Relation to Wayfinding

Principle #1: Equitable Use - the design is useful and marketable to people with diverse abilities.

Use of international symbols or icons to communicate simple messages for everyone to understand.

Guidelines: • Provide the same means of use for all users: identical whenever possible; equivalent or not • Avoid segregating or stigmatizing any users • Make provisions for privacy, security, and safety equally to all users. • Make the design appealing to all users.

Multiple strategies for wayfinding include the choice in letterforms: height, x-height, scale (viewer’s distance from the sign and walking speed). Regulatory signs such as emergency signage are important to be seen and understood by all. Example locations of interest in an emergency are emergency chairs for people in wheelchairs and fire extinguishers. Wayfinding designs are meant to be aesthetically pleasing and help develop an identity of a place.

Universal Design Principles Principle #3: Simple and intuitive use - use of the design is easy to understand, regardless of the user’s experience, knowledge, language skills, or concentration level. Guidelines: • Eliminate unnecessary complexity • Be consistent with user expectation and intuition • Accommodate a wide range of literacy and language skills • Arrange information consistent with its importance

Relation to Wayfinding A goal in wayfinding is to eliminate unnecessary complexity in movement. Wayfinding demands for plans with anticipated travel patterns, such as desire lines, to increase ease of navigation. A vital strategy is to utilize known international signage, simple phrases, lights and audio communication. Arranging information according to importance is the choice of letter type sizes in maps and signage to emphasize different messages in wayfinding. An example is a directory map highlighting where you are and listing points of interests.

Principle #4: Perceptible Information - the design communicates necessary information effectively to the user, regardless of ambient conditions or of the user’s sensory abilities.

Since wayfinding is communicating directions and help ease navigation, it applies a variety of approaches to accommodate all including people with sensory limitations such as pictorial, verbal, tactile communication.

Guidelines: • Use different modes (pictorial, verbal, tactile) for redundant presentation of essential information • Maximize ‘legibility’ of essential information • Differentiate elements in ways that can be described (ie, make it easy to give instructions or directions) • Provide compatibility with a variety of techniques or devices used by people with sensory limitations.

Specific letter and number measurements are required to maximize legibility. Characters need to be a width-to-height ratio between 3:5 and 1:1 (letters) and a stroke width-toheight ratio between 1:10 and 1:5 (numbers).

Principle #7: 7. Size and space for approach and use - appropriate size and space are provided for approach, reach, manipulation, and use regardless of user’s size, posture, or mobility (Center for Universal Design 2000).

Freestanding and wall-mounted signages are typically designed to accommodate different heights and reaches. For example, wall-mounted signage considers various heights for people in wheelchairs while placement of freestanding signage is strategically placed to avoid obstruction.

Guidelines: • Provide a clear line of sight to important elements for seated or standing user • Make reach to all components comfortable for any seated or standing user • Accommodated variations in hand and grip size • Provide adequate space for the use of assistive devices or personal assistance

As previously mentioned, a wayfinding design goal is to navigate travelers in the most efficient, straightforward direction.

Wayfinding is a great addition to universal design because its first phase of planning is understanding how people use the built environment, an approach this paper is advocating. 3b. Interconnected Design Principles specific to public transportation to: make it easier rail system navigation for everyday use Current rail station designs seem to only plan for able-bodied adults and have little to no concern about other user groups such as people with visible and invisible disabilities, special needs such as pregnant women, seniors, and children may have. Placement of elevators, heights of ticket booths, lack of safe tactile paving directions, and much more can result in a delay in travel time or influence the user’s choice of not using public transportation at all. Dustin Jones is a man from New York who fell victim to a result of an accident that caused him to permanently be in a wheelchair. He stated in a 2015 interview that elevators became a hindrance to his everyday travel. His experiences using rail transportation before the accident is very different to his movement now. He said, “it was get up and go, but now it’s get up, check, make sure, and then go. and if something’s wrong, re-route… everything is slowed down dramatically.”¹⁵ 3c. Interconnected Design Principles specific to public transportation to: make it easier to navigate rail system for emergency egress Universal and wayfinding designs separately are important to navigation for emergency egress but most crucial if combined and applied to designs to improve safety. In a panic state, individuals will less likely have the attentive approach to signs. The simplest signage for an exit route or direction to specific emergency kit can be a cost of life. The number of people with mobility constraints will need to use a fast and effortless exit. For instance, if an elevator cannot carry pregnant women, people on wheelchairs, walking sticks, and generally people who are not trained to run up or down the stairs, they’d all need a much better emergency route to safety.

¹⁵ Tew, Elizabeth. “The Brooklyn Ink.” Local Brooklyn News and Feature Stories. The Brooklyn Ink, 14 Dec. 2015. Web. 20 June 2017.

RESEARCH APPROACH Universal Design: A Focus on Transportation Understanding principles, as well as applications of universal designs specific to transportation, was the first step of the research. Therefore, the Universal Design and Wayfinding Handbooks contribute to the Customer Journey Design Approach. Examples of universally designed rail stations The analyses of rail transport in Kyushu, Japan and Copenhagen, Denmark were also essential in developing each concept of the Customer Journey Design Approach. In Denmark, Copenhagen’s Metro and S-train operators apply wayfinding strategies along with universal design to promote proper rider behavior and increase safety. In Japan, Kyushu’s Nanakuma Line install tactile maps and wheelchair-accessible ticket machines to create a more accessible environment. Customer Journey Design Approach The Customer Journey Design Approach emphasizes user experiences. It recommends an analysis of the design as if it has already been constructed and designing backward to ensure the design addresses all rider needs. It resembles Katharine Hunter-Zaworski’s, ‘trip chain.’ Mrs. Hunter- Zaworski, the Director of the National Center for Accessible Transportation, argues a missing or broken link on a trip chain results in an incomplete trip which the Customer Journey Design Approach aims to achieve. For instance, a missing link is like a broken elevator at a rail station. If Mr. Jones, whose story was described earlier, did not check and make sure the elevators were working in the rail station, he would have to reroute, resulting in an incomplete trip. The Customer Journey Design Approach consists of four stages of everyday customer experience and the fifth for emergency egress, which is often an afterthought but essential to safety. The outlined approach must be processed multiple times with different ‘thinking hats’ to be able to consider each user groups. Envision yourself with different mobility needs: an abled adult with no special needs, a person with a bike, with a walking stick, in a wheelchair, with a stroller and children, with a guide dog, without hearing. The graph below outlines possible scenarios for each user or ‘thinking hats’ to demonstrate additional steps others have to take in comparison to others. The last three columns are a possible lifestyles one may experience in a lifetime. Aging, loss of vision, and accidents are all very possible but changes access to mobility. Notice the additional steps, dependency on assistance, and the more threatening truth, the row of ‘wait for assistance’ during an emergency. Although this graph may explain different processes, it does not replace user feedbacks and community engagement in design planning.

1. Plan a trip: How would you plan a trip?

• Online or in person

2. Ticket purchase: How would you pay?

• Use the in-station ticketing machine • Follow overhead signage; use staircase/escalators;

• Use the in-station ticketing machine

3. Navigate the station: How can you get to the platform?

• Wait by the platform, looking at overhead real-time indicators (if exists)

• Follow overhead signage; • Use elevators or carry bike when using staircases and/or escalators • Wait by the platform, looking at overhead real-time indicators (if exists)

4. Ride Transit: How do you board and use the train?

• Walk in; • Hope your phone or other objects do not fall through the gap between the platform and the train. • Stand or sit and wait for your stop.

• Walk in; • Hope there is space for your bike, or else you’d have to negotiate space with people on the train; • (Re-orient the bike when exiting) • Stand or sit and wait for your stop.

5. Emergency Egress: How do you get out safely in case of an emergency?

• Follow emergency exit signs

• Leave your bike; emergency exit signs

• Online or in person with the assistance of another person

• Online or in person

• Contact an attendant with the assistance of another person

• Contact operator to receive a discount; • Use station ticketing machine or ask assistance from at informational booths

• Contact operator to receive a discount; • Use station ticketing machine(if it is operable at the height) or ask assistance from at informational booths

• Contact operator to receive a discount; • Use the in-station ticketing machine (if it has Braille) or ask assistance from at informational booths

• Follow overhead signage to elevators; • (Hope it is not too far away from the ticket booth, not stinking with urine, and that it is operable. ) • Re-navigate to the platform; • Sit at the waiting areas for the train to arrive.

• Follow overhead signage to elevators; • (Hope it is not too far away from the ticket booth, not stinking with urine, and that it is operable. ) • Re-navigate to the platform;

• Follow tactile paving directions to the elevator; press the correct floor; follow more tactile paving directions; find the truncated domes to determine the edge of the platform; • Find dedicated entrances to the train; • (All while navigating with fastpaced individuals around you.) • Listen to the overhead announcement to determine train arrivals and other announcements (if audible); • Wait for sound, signaling train arrival;

• Walk in; • Hope there is a chair for you to use; • Stand or sit and wait for your stop.

• Walk in and hope there is space for you, or else you’d have to negotiate space with people on the train (sometimes, hope there is only you on a wheelchair so that you will not have to wait at an inconvenient space until one of you leave the train) • (Re-orient yourself when exiting) • Sit and wait for your stop by listening to the announcements if surrounded by standing people.

• Wait for other users to walk in the train, negotiate floor space to follow tactile directions; • Hope your walking stick does not get stuck in through the gap between the platform and the train.

• Wait for assistance.

CUSTOMER JOURNEY DESIGN APPROACH Plan a trip: Planning a trip is the first stage to utilize public transportation. The goal is to coherently introduce important information in one place for new, unfamiliar, or returning users.

Purchase a ticket: Affordability of tickets, knowledge of discounts,

unified electronic payment cards, and understanding of purchasing processes differ per person. The designs for each aspect of the following should aspire to be comprehensible and accessible.

Navigate the Station: Universal design, defined in this paper, should expand access, enhance ease of navigation, and heighten safety. It is one of the most important aspects of public transportation because it can cause travel delays, leading to frustration and eventual choice of omitting the use of the system.

Ride Transit: Wayfinding identification to dedicate spaces for

each lifestyle needs is most important at this stage. It eliminates possible conflicts between users and increases the ease of on- and off-boarding. Universally-designed train carts are also essential to increase the number of riders.

Emergency Egress: Well-designed emergency egress benefits all. It ensures each everyoneâ&#x20AC;&#x2122;s safety regardless of their mobility needs. Unfortunately, the current design puts individuals with impaired mobility in more danger than abled persons. As previously stated, many user groups are forced to wait for assistance during an emergency evacuation due to overcrowding, lack of equipment, and/or inadequate and inefficient exit route. This report urges for more research and innovative designs for evacuation equipment and exit routes to increase safety during emergency egress.

PLAN A TRIP

a. Maps i. Location: 1. Variety of access: web, print, and at the station 2. Close to entrances 3. On or by the ticket booths/ purchasing machines ii. Appearance: 1. Color coded to differentiate routes, zones, and other modes of transit 2. Simplified lines and station names 3. Included signage to be seen during the day and night from a specific distance iii. Legibility: 1. Simplicity of the map 2. Transcension of languages: ex: Braille, foreign languages b. Fares i. Comprehensible ticket information (ie, prices/discounts/common or unified payment) included on the web, print, and at the station ii. Common or unified payment for all operators 1. Include fares for bikes, and an option to add another person in the electronic payment.

Copenhagen’s color-coded zone maps. Source: Danske Statsbaner (Danish State Railways)

Kyushu’s tactile maps. Source: Institute for Human Centered Design

Los Angeles’ audio assistant booth

PURCHASE A TICKET

a. Simple infographics to compare fares b. Online purchase i. Quick/easy purchase steps c. At Station: Ticket booth i. Locations 1. Close to entrance/exit to/from the station, but strategically located 2. Close to elevators, escalators, and stairs ii. Machine Design 1. Height and Screen angle should be considered to accommodate differences in sight angles 2. Braille and audio options iii. Quick/easy purchase steps 1. Include process bar iv. Payment options: cash, card d. At Station: Informational booth i. automated/constructed lowered bar for shorter people or for enough leg space for people on wheelchairs

Kyushu’s wheelchair-accessible ticket machines Source: Institute for Human Centered Design

Los Angeles’ ticket machine process bar

Los Angeles’ ticket machine with Braille, different language, and audio plug with a volume setting

NAVIGATE THE STATION

a. Station Design i. Entrance, Exits, and Emergency Exits clearly marked and located in strategic areas ii. Short platform where elevators, stairs, or escalators are visible when exiting the train. iii. Floor iv. full-height glass safety barriers with automated doors to increase safety 1. Use of audible tone and light to inform arrival/departure v. Real-time arrivals and/or special announcements 1. Clear speakers 2. Machines that show real time at the entrances of the stations vi. Signage/Wayfinding 1. Large prints on the floor to mark waiting areas, ‘wheeled’ entrances (wheelchair, bikes, strollers) 2. Space for new technological advancement: ‘Talking signs’ vii. Outlets at the station by the waiting areas viii. Color-coded platform: green lines for bikes to demonstrate the continuity of the network. This could also mark the ways to easily bring your bike around and highlight bike ramps along staircases or elevator locations. b. Rail Design i. The horizontal gap between the train and the platform should be very little to avoid any walking stick, inconvenient bumps for wheelchair users and strollers

Kyushu’s wide platform with bightly lit entrances; midheight barriers for enhanced safety; tactile paving; contrasting floor colors Source: Institute for Human Centered Design

Kyushu’s train entrance/exit close to platform elevator; elevator button pillars; tactile paving installed to the right (not middle) to avoid conflict with opposing directions Source: Institute for Human Centered Design

Copenhagen’s floor sinage ‘vent’ (English: wait) and floorto-ceiling barrier for enhanced safety

RIDE TRANSIT

a. Signage/Wayfinding i. Large prints to dedicated places for luggage, strollers, bikes, silent areas b. Station Design i. Lighting fixtures in tunnels c. Rail Design i. Wide seats, one that doesn’t dictate the number of people who may use the bench;retractable, folding wall-installed chairs ii. Aisles: 1. Handles 2. Wide enough for wheelchair, strollers, bikes, luggage, carts, and more iii. Dedicated space for different uses: 1. Bike parking 2. Wheelchair/stroller section, enough space for two people 3. Luggage storages (overhead railings) 4. Strollers iv. Wide windows to let more light in/ reduce the quick changes in lighting (tunnel vs outside); this is an example of ‘green’ design v. Speakers must be clear and placed strategically so that people with hearing complications can understand it (consider height and proximity to train doors)

Kyushu’s wide aisle train interior with overhead handles

Copenhagen’s use of floor sinage to promote proper rider conduct: on the left ‘vent’ (English: wait) and right ‘stå til hojre - gå til venstre’ (English: stand to the right - walk to the left)

Copenhagen’s decision to disregard specific number of riders in a bench; overhead real-time signage specifying train destination and stops and the train’s approximite distance from each stop

Copenhagen’s dedicated space for bicycles, strollers, luggage with folding chairs and use of floor signage to avoid rider conflict

EMERGENCY EGRESS

a. Signage/Wayfinding i. Exit routes, emergency equipment b. Station Design i. Exit routes as the fastest and shortest route ii. Lighting and wide exit paths iii. Locations for emergency equipment must be attainable c. Workers i. Trained to direct people in case of an emergency and use of emergency equipment

Copenhagenâ&#x20AC;&#x2122;s tactlile paving route to the train waiting area, elevator, train exits/entrance doors, and escalator are all very close to the emergency exit.

Evacuation chairs such as the example above can save multiple lives in an emergency. Pleople in wheelchairs as well as senior or injured citizens can benefit from this equipment. Source: Safelincs Ltd. More innovative designs for emergency egress is necessary because there is a lack of easy-to-use equipment.

FIELD STUDY Overview Private automobiles, shared transportation, and/or bikes may play a role in decreasing public transport ridership. However, as our lifestyle needs change over time, our choice between modes of transport may also change. The purpose of the field study is to analyze existing rail stations in accordance with universal design principles outlined in the Customer Journey Design Approach. Each photo in this section consists of design highlights and suggestions for improvement. A gallery of photographs and analysis are kept by the author and will be dispersed by request. This paper does not assume each rail station is designed similarly throughout the network. It is most likely the development differ throughout the years depending on funds and goals. For instance, there are multiple station designs in BART or Sound Transit that differ from each other.

Vancouver, BC (Canada): SkyTrain Skytrain is a metropolitan rail system serving the Greater Vancouver, British Columbia, Canada with three lines: Expo, Millennium, and Canada Line. Expo and Millennium lines are operated by TransLink, the regional government transportation agency, while Canada Line is operated by a private company, ProTrans BC, with a contract with TransLink. Stop: Oakridge - 41st Ave station, Canada Line Opened: 08/2009

View of the platform digitized real-time screen (3 oncoming trains); above-thehead wayfinding signage with icons to represent different directions to exit; â&#x20AC;&#x2DC;safety and securityâ&#x20AC;&#x2122; informational booth right in the middle of the platform

Image of a map placed at the top of the ticketing machine simplified, color-coded lines; combination of other modes of public transportation (ferry and bus) use color or textures to clarify zones

View of the entrance with tactile pavement. a universal design strategy where each individual travel the same distance to the entrances and ticketing machines (behind of the photo) from the stairs or elevator

Elevator with tactile paving and waiting area elevator with tactile paving next to emergency exit doors; chair next to a button to call for the elevator

Design highlights Room for Improvement

Seattle, WA (USA): SoundTransit The Central Puget Sound Regional Transit Authority, or SoundTransit, operates Central Link light rail in Seattle and Tacoma as well as manage the regional ORCA fare card system. However, King County Metro operates and maintains the Central Link trains. Stop: University of Washington and Capitol Hill Stations Opened: 03/2016

Eastern entrance of University station paratransit signage with ramp and tactile paving leading straight to the elevator; similar floor signage can also be seen tactile paving routes to a wall of information, but none were in Braille

View of the platform and waiting area

clear signage for differing train directions; waiting area consists of eight chairs and out of the way for others to pass, including those being guided with the tactile paving; yellow cylinders mark the space riders should not wait by when the train arrives people dependent on the tactile paving have to take a long walk to the dedicated space to enter the train, passing all other passengers and waiting area with sitting.

Aisle view inside the train marked space for bikes and luggage; tactile floor; digital screen to indicate next stop narrow aisle space for wheelchair users and unmarked space for people in wheelchairs and/or with strollers; bike space limited to two

Entrance at Capitol Hill station digitized real-time screen (3 oncoming trains); tactile paving leading to ticket machines and the elevator; easy â&#x20AC;&#x2DC;tapâ&#x20AC;&#x2122; in without potential conflict with exiting riders

Portland, OR (USA): Portland Streetcar, NS Line Portland Streetcar is owned by the City of Portland, managed by Portland Streetcar Inc., and managed by TriMet. It consists of North/South Line and Loop Service, formerly known as Central Loop Line, connecting multiple districts in the broader Portland metropolitan area. Stop: SW 3rd and Harrison Opened: 07/01

View of the SW 3rd and Harrison stop clear identification signage of stop and streetcar line label, truncated pavement throughout the platform; sitting area with overhead structure; garbage can; ticket machine; real-time display differentiate tactile pavement to indicate entrances; space under the overhead for people in wheelchairs

Streetcar entrance truncated border; lighting button to indicate entrance to the streetcar reduce the horizontal gap between the platform and streetcar because walking sticks can get stuck and/or wheelchair and strollers will have difficulty entering the streetcar.

A ticket machine inside the streetcar in-vehicle ticket machine with three simple instructions; fare information also in Braille; cash or coin only accommodates people with financial struggles.

View of the streetcar interior wide windows allowing daylight; wide space for people with wheelchairs or strollers; digital screen to indicate next stop lack of tactile guidance Design highlights

Room for Improvement

San Francisco, CA (USA): Bay Area Rapid Transit (BART) Bay Area Rapid Transit is a heavy rail and subway system serving Alameda, Contra Costa, San Francisco, and San Mateo Counties with plans to expand towards San Jose. It began its operation in 1972, after the adaptation of American Disabilities Act 1990, and now consists of six lines with plans of extension and vehicle improvements. It is operated by the San Francisco Bay Area Rapid Transit District based in Oakland. Stop: 16th Street Mission station Opened: 11/1973

View of separated spaces: entrance to the platform (left and exiting route by elevator and staircase (right) wall-lit hallway; short distance between escalator and ticket area long distance travel to the elevator; missing tactile paving; tilted wall-installed maps may be difficult for people in wheelchairs; small font size for directional signage

View of the platform identification sign for the station; elevator located at the middle of the platform; large emergency exit sign ack of tactile paving guidance; train exit to align with elevator entrance; larger icons for wayfinding

View of the train interior’s dedicated spaces: wheelchairs (left) bikes (two right) dedicated space for people in wheelchairs and bicycles; located next to the entrances; handrails; informational map priority challenges (bike users are using wheelchair-dedicated space); ‘no friend space’ - only one person in a wheelchair can comfortably sit at the priority area; the bicycles are not locked in place; negotiating dedicated spaces between cyclists and wheelchair riders; chairs designed for only two people

Los Angeles, CA (USA): Metro Red Line The Los Angeles County Metropolitan Transportation Authority owns and operates six rail lines, two subways and four light rail lines, one of which is the Red Line. The North Hollywood Station is the northernmost stop of the Red Line, serving both the heavy rail subway station and the bus rapid transit named the Orange Line. Stop: North Hollywood Station, Red Line Opened: 06/2000

View of the main entrance well-lit, iconic entrance; freestanding signs before the entrance improvement in directional signage locations to avoid conflict in designs

View of the platform entrance wide space for people in wheelchairs, with strollers, or luggage; audio assistance booth to the left missing tactile paving for the blind; entry and exit can cause conflict between riders

View of the entrance lobby ticket machines next to audio assistance booth; real-time display before the platform entrance; wallinstalled informational signage on the left

View of the platform with emergency signage yellow regulatory signage; color contrasting floors; waiting area seating for multiple riders very small emergency egress sign; missing tactile paving for the blind; lack of dedicated entrances to the train from the platform Design highlights Room for Improvement

Limitations of the Field Study Analysis One limitation of this research and analysis is the lack of thorough community engagement meetings for a more collaborative discussion about the designs listed under the Customer Journey Design Approach. Therefore, assumptions were made to consider the needs of pregnant women, people with bicycles, and senior citizens. This limitation is important to consider for future steps when improving the accommodations public transportation offers because design decisions must include collaboration with user groups. Collaboration, especially during the planning stages of a rail station, has proven to be useful. They are, in fact, the users of the service. Copenhagenâ&#x20AC;&#x2122;s Metro project team conducted two studies, one before a small part of the train was built and the other after. It proved to highlight the diverse set of needs between groups. In addition, there are overlooked and challenging wayfinding and universal designs difficult to include in this analysis. One design, in particular, is audio communication strategies. It is challenging to present the success of audio communication equipment with photos without a rating system to compare speakers uniformly between each city. The differences in opening date are also notable. The train stop designs differ between each city and individual rail stations. For example, it is unjust to compare BART station maintenance work with another operatorâ&#x20AC;&#x2122;s if the station was built a long time ago. On the other hand, considering applied technologies between the five cities will be constructive. There are decisions in the past that work well but have been omitted in newer designs while up-to-date improvements must be applied to older trains.

FURTHER RESEARCH IN UNIVERSAL DESIGN Three additions to universal designs can be about noise, lighting, and sustainability. Noise: Further research about the improving the noise a train produces when running. Screeching noises can cause discomfort for all, but can also cause deafness. It is important that this factor is included in universal design because not only are the blind very sensitive to sound, each person will eventually lose their hearing with continuous, every day, noise in their commute. Lighting: Lighting fixtures in both train cars and tunnels will better improve the atmosphere when riding the train. Architectural daylighting strategies can be applied to improve the experiences. A particular design could be wider windows to welcome tunnel lights into the train. The light hues in the tunnels and inside the train will then have to be similar. Sustainability: Lastly, research in sustainable design will increase the intergenerational aspect of universal design. Sustainable materials must be resistant to constant use but also require fewer materials that are not environmentally-friendly.

CONCLUSION Applying wayfinding to universal design and creating guidelines specific to transportation is crucial to the future of public transit. Universal and wayfinding designs encourage innovative solutions that focus on neither the ‘majority’ or the ‘minority’ but every user needs. This adaptation will increase the usage of any mode of transportation. The capability of a rail network, for example, can move a sizable number of people without affecting the routes of another mode of transportation. Once future developments or retrofitting projects apply universal design principles, the number of riders will not only increase but consistently increase because it will serve more individuals than ever before. A child can safely travel on a train with their bikes, carts, or their guide animal as they mature. Universal design with wayfinding is the most sustainable, intergenerational, and humanitarian approach to transportation. The field studies about the five west North American cities are examples of this design approach. There are possible improvements to both rail station and train car designs to increase people’s mobility. It is the responsibility of future planners and decision-makers to adopt universal design principles with wayfinding to create a more connected, growing society.