Insights


Is the ticket dead?

Is the ticket dead?

The news that London Underground are to close ticket offices (www.bbc.co.uk/news/uk-england-london-25025888) is set to change the nature of the “ticket” and the interaction between operator and customer. The days of the little bit of paper clutched in our hands are clearly numbered.  Tickets moving onto our smart mobile devices creates a range of opportunities to enhance the passenger experience by offering a more joined-up, journey-orientated...

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Wayfinding tech – does it help?

Wayfinding tech – does it help?

There have been a number of technology solutions emerging with the potential to support wayfinding. For indoor environments there is a move to more dynamic signage that offers the potential to adapt the message as necessary.  A new product suggests we might also be able to do it with the floor soon – www.stuff.tv/philips/led-carpets-could-banish-boring-floors-good/news.  The product uses LEDs in the carpet to be able to show...

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Ergonomics Design Award 2014

Once again, CCD is sponsoring the Institute of Ergonomics and Human Factors Ergonomics Design Award. It always attracts a high level of entrants from across the globe, and there are now less than two months left for companies to submit an entry to this prestigious competition. The Award is open to anyone who has worked on a project, product or design that can show ergonomics...

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Good usability & design in changing home heating behaviour

Good usability & design in changing home heating behaviour

Seeing the new Phillipe Starke designed thermostat (http://www.stuff.tv/netatmos-philippe-starck-designed-thermostat-simply-beautiful/news) made us think about the role of good usability and design in changing behaviour. There are lots of factors in play in ensuring we heat our homes efficiently – good insulation etc.  But often ignored is the often poor usability of the thermostat and control devices that come with our heating systems. The lack of good usability...

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User led, centered or focused?

All designers talk about the need to understand users as part of the design process…indeed we often talk about “putting users at the heart of everything we do”.  But there is a clear distinction between being led by users (and what they think they want) and understanding what they need and developing new solutions around this. There is a view amongst some in the design...

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The Sleeper Train

The Sleeper Train

The news that First Great Western’s franchise renewal has included offering more sleeper services coincided with a piece on Radio 4’s Saturday Live this weekend on the London to Penzance sleeper train. It was a great reminder of what a wonderful experience the sleeper train it and how it captures the romance of travel in a way in which only rail travel can do. What...

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What is “Passenger Experience”?

Passenger experience has become a hot topic in public transport especially for airports.  Major airports are putting it at the centre of their thinking – for example, the mission statement for Heathrow Airport is making every journey better.  But what does it actually mean? Is it more than the latest bandwagon for every vendor of products and services to jump onto claiming that their product...

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Share your poor wayfinding experiences with us

Share your poor wayfinding experiences with us

When spaces like airports are well laid out and we are helped at every turn by things like useful and informative signage we hardly notice it.  When we are let down, for example, the signs suddenly stop mentioning where we want to go at a critical decision point, we feel annoyed, stressed, etc. Our work as designers obviously aims to provide the best experience possible...

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Keeping the trust of the user

Keeping the trust of the user

There was an article this week on the BBC Magazine webpage about whether or not pressing the button at pedestrian crossings actually does anything.  Interestingly the answers was “not always”.  It seems there are a number of types of crossing, especially at junctions, where the green man  is just part of the natural cycle of the lights and the timings are not impacted by pressing...

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The power of the crowd in wayfinding

The power of the crowd in wayfinding

In developing wayfinding strategy, we invest time in understanding individual users of a space and what their mental model might be and what their own particular motivations and goals could be. This interesting article reminded us not to forget the power of crowds on how people navigate an environment. We look a lot in wayfinding at decision points and how individuals make their decisions at these...

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