Passenger experience.
Your ticket to high-speed rail success

HSR has been around in one form or another for decades, but what started as an evolution in rail travel has recently become a revolution. Technological advances and insightful customer-focused design mean today’s HSR stations are all about the human experience. More than just the beginning and end of a journey, they are also taking on the role of a hospitality provider, catering to the way people live today in terms of hybrid working with an expectation of greater choice and the use of technology. 

To provide this higher level of customer experience we need to create new infrastructure that isn’t based on what’s been built before but applies a whole new set of parameters.

Those leaders involved in making decisions about HSR are realizing that 20^th Century infrastructure doesn’t match 21^st Century aspirations.

Meeting societal needs through diversity

Today’s station architects and spatial designers are looking to create a seamless experience for all. One that makes every passenger feel comfortable whatever their diversity requirements or reason for travel, whether they want to work or entertain a family. More than that, they know that the best designed stations can elevate the human experience of travel from practical to enjoyable. 

A wonderful example of this is the West Kowloon Terminus (WKT). This multi-level underground station connects Hong Kong to Mainland China’s high speed rail network. In a joint venture with Aedas, AECOM was commissioned to undertake the scheme design and detailed design of the station. Located in a highly urbanized area, the station has a footprint of more than 11 hectares (27 acres) and extends some 30 meters below ground, making it one of the largest and deepest underground facilities of its kind. To experience the grandeur of this project check out this video to see all the different experiences this station can provide to international travelers, business commuters, shoppers and citizens alike

Three key elements are integral to this ‘passenger experience by design’:

1. Setting the stage for the journey. A well-designed station establishes predictability and passenger confidence in several ways. Efficient and intuitive organization of ticketing systems, well-placed elevators and escalators, and clear wayfinding all reduce stress. Wi-Fi, charging stations, and workspaces allow today's connected traveler to stay productive or entertained. Amenities like recreational areas, gardens or children's play spaces enhance the experience for a diverse range of travelers. 
   
   
2. Reinforcing a sense of place. Stations reflect a community’s culture, character and environment by embodying an authentic local spirit. Architecture, art, comfortable seating, and local businesses offering great food, drinks and retail all celebrate the unique identity of a place. This helps stations become places people want to visit as attractions. A great example of that is Daimaru located at the bustling Tokyo Station in Japan. Daimaru is the quintessential Japanese food hall, commonly referred to as a Depachika. Whether you're gearing up for a high-speed shinkansen bullet train journey or merely passing through as a commuter, the seamless accessibility and abundant variety of delightful treats significantly enhance the overall travel experience.
   
   
3. Increasing passenger satisfaction. A positive experience leads to happier passengers, boosting loyalty and attracting future ridership. Well-designed HSR stations can handle larger passenger volumes smoothly, using resources more efficiently and reducing delays. They can become hubs for commercial activity, attracting businesses and generating revenue for the railway system and surrounding communities.

The smallest things can make the biggest difference

Train stations can be noisy places, but that can be mitigated through skillful design, with environmental experts building in areas with numerous acoustics. For instance, quiet spaces and limited sensory rooms can be created for those who are overstimulated by loud noises and busy, crowded spaces.

Lighting experts can also create emotional impact by designing the way a station is lit. Warm lighting areas can soothe passengers, while human ‘charging stations’ with natural light can top up their energy levels.

Greater sustainability and the introduction of nature into the built environment adds to the sense of belonging – where landscapes and architecture combine to welcome passengers and make the station a joyous destination. So too do color choices. 

We’re currently developing the architectural detailed design for a Mumbai high-speed rail station for a new bullet train. The team is focused on utilizing a specific color palate to enhance the space, highlighting the dramatic ceiling design in the station.

It’s worth bearing in mind that the passenger experience doesn’t stand still, so designing it is an ongoing challenge. Technology will evolve, but so will passengers’ needs and expectations.

So how do you design something that must continue to offer the optimal passenger experience in five or even ten years’ time?

A partner who leads with technical excellence, architectural expertise and strong urban design, can help create stations as elegant as they are efficient and accessible – places that uplift the passenger experience and surrounding communities with:

• Foresight. Visibility into what’s next in stations, integrating emerging modes of transportation and offering insight into what will shape the future of mobility, work and passenger experience.
  
  
• Agility. With diverse expertise in one place, agile, collaborative way of working help you adapt and flex to dynamic projects and remain ahead of change.
  
  
• Predictability. From planning early for integration to designing to cost, experience in vital station projects worldwide to bring clarity and control to yours.