Director Customer Strategy and Experience Design
Transport for NSW
Human centred design is critical to providing a high quality customer experience at stations and terminals. It provides an approach to help mitigate the risk of getting it wrong when it comes to the customer. This session will explore
- What exactly is human centred design?
- What does it involve?
- Case study of Sydney Metro station testing. What we learned from customers and the changes we made based on their feedback.
- Bathroom prototype testing case study. Why the typical public transport bathroom design makes life hard for some of our customers