T321_guide_final Wayfinding.pdf

Research Programme

Operations Research into signage and wayfinding at stations

>H`ÄUKPUNH[Z[H[PVUZ (NVVKWYHJ[PJLN\PKL

About this guide ;OPZPZ[OLÄYZ[YHPSZWLJPÄJNVVKWYHJ[PJLN\PKHUJL KVJ\TLU[MVYKLSP]LYPUN^H`ÄUKPUNPUMVYTH[PVUH[Z[H[PVUZ ;OLPUMVYTH[PVUJVU[HPULK^P[OPU[OPZN\PKLOHZILLU KL]LSVWLKMVSSV^PUNHUL_[LUZP]LSP[LYH[\YLYL]PL^\ZLY YLZLHYJOHUKJVUZ\S[H[PVU^P[O;YHPU6WLYH[PUN*VTWHUPLZ ;6*HUK5L[^VYR9HPSZ[HRLOVSKLYZ

;OPZNVVKWYHJ[PJLN\PKL^PSSPU[YVK\JL`V\[VRL`JVUZPKLYH[PVUZMVY WYLWHYPUNUL^VY\WKH[PUNL_PZ[PUN^H`ÄUKPUNPUMVYTH[PVUH[Z[H[PVUZ0[ WYV]PKLZYLMLYLUJLZHUKOLSWM\SWSHUUPUNJVUZPKLYH[PVUZ[OH[^PSSMHJPSP[H[L KLSP]LYPUNJSLHYHUKJVUZPZ[LU[^H`ÄUKPUNPUMVYTH[PVU ;OPZN\PKLKVLZUV[YLWSHJLL_PZ[PUNZ[HUKHYKZN\PKHUJLKVJ\TLU[ZVY IYHUKPUNN\PKLSPULZ.\PKHUJLMVYVU[YHPUPUMVYTH[PVUOHZUV[ILLUPUJS\KLK ;OLN\PKLOHZILLUWYLWHYLKI`+H]PZ(ZZVJPH[LZMVY9HPS:HML[`HUK :[HUKHYKZ)VHYK9::)-\Y[OLYHZZPZ[HUJLJHUILVI[HPULKMYVT9::)! JVU[HJ[4PJOHLS>VVKZ/LHKVM6WLYH[PVUZ9LZLHYJOVU

Who is this guide for? ;OPZN\PKLOHZILLU^YP[[LUMVYHU`VUL^OVTH`ILKPYLJ[S`PU]VS]LKPUVY PUKPYLJ[S`PUÅ\LUJLZ[OLKLSP]LY`HUKPTWSLTLU[H[PVUVM^H`ÄUKPUNH[HSS Z[HNLZVMZ[H[PVUKL]LSVWTLU[! ‹ :[H[PVUHUK[YHPUVWLYH[VYZ ‹ :[H[PVUTHUHNLYZHUKZ[HMM ‹ 4HYRL[PUN[LHTZ ‹ (YJOP[LJ[ZHUKKLZPNULYZ ‹ )YHUKPUNHUKKLZPNUNYV\WZ ‹ *\Z[VTLYPUMVYTH[PVUZ`Z[LTKLZPNULYZ ‹ 7YVJ\YLTLU[[LHTZ ‹ :HML[`THUHNLYZ

Summary of contents ;OLN\PKLPZKP]PKLKPU[V[OLMVSSV^PUNZLJ[PVUZ!

Introduction H`ÄUKPUN[VVSRP[ (YHUNLVM[VVSZ[VOLSW`V\WSHUKLSP]LYPTWSLTLU[HUKTHPU[HPU`V\Y ^H`ÄUKPUNPUMVYTH[PVU

0UJS\ZP]L^H`ÄUKPUN





OH[PZ^H`ÄUKPUN& 1 >O`PZP[PTWVY[HU[&  

>H`ÄUKPUN[VVSRP[......................................... 3 ;VVSRP[Z[HNLZ 3 7SHUUPUN`V\Y^H`ÄUKPUN   H`ÄUKPUNN\PKHUJLMVY[OLYHPSPUK\Z[Y`  >H`ÄUKPUNKL]LSVWTLU[WYVJLZZ  OH[PZ^H`ÄUKPUN& >H`ÄUKPUNPZ[OLWYVJLZZVM\ZPUNPUMVYTH[PVUMYVT[OLLU]PYVUTLU[[VOLSW \ZÄUKV\Y^H`HYV\UK

1.1.1

Scope :PNUHNLPZHUPTWVY[HU[WHY[VM^H`ÄUKPUNI\[[OLWYVJLZZVM^H`ÄUKPUN KVLZUV[YLS`L_JS\ZP]LS`VUZPNUHNL

>H`ÄUKPUNZJVWL People rely on more than just signage to help [OLTÄUK[OLPY^H`MYVT Z[H[PVU[VZ[H[PVUHUK ^P[OPU[OLZHTLZ[H[PVU

1

;OLKLZPNUVMHZ[H[PVUI\PSKPUNPZ[OLZ[HY[PUNWVPU[MVYNVVK^H`ÄUKPUN -LH[\YLZVM[OLI\PS[LU]PYVUTLU[Z\JOHZWH[OZSHUKTHYRZ]PZ\HSHJJLZZ HUKHYJOP[LJ[\YHSKLZPNUHSSVMMLYJS\LZ[VWLVWSLÄUKPUN[OLPY^H`HYV\UK (WWYVWYPH[LZ[H[PJK`UHTPJH\KPISLHUK[HJ[PSLPUMVYTH[PVUHSSJVU[YPI\[L[V Z\JJLZZM\S^H`ÄUKPUN

1.2 Why is it important? +LÄUP[PVUVMº\ZLY»

:[H[PVU\ZLYZULLKJVUZPZ[LU[JVUJPZLHJJ\YH[LHUK[PTLS`PUMVYTH[PVU^OLU UH]PNH[PUN[OLYHPSUL[^VYR>OLU[OL`HYL\UHISL[VÄUK[OLPY^H`P[SLHKZ[V MY\Z[YH[PVUZ[YLZZHUKHWVVYQV\YUL`L_WLYPLUJL

;OPZN\PKLHWWSPLZ[OL [LYTº\ZLY»[VKLZJYPIL .VVK^H`ÄUKPUNJHU! HSSZ[H[PVU\ZLYZ ;OPZPUJS\KLZ passengers, those visiting the station, Z\JOHZTLL[LYZ NYLL[LYZHUK MHYL^LSSLYZHZ^LSS HZZ[H[PVUZ[HMMHUK JVU[YHJ[VYZ

‹ 9LK\JLWHZZLUNLYZ[YLZZSL]LSZ ‹ ,UJV\YHNLWHZZLUNLYZVU[V[OLYHPSUL[^VYRHUKPUJYLHZLYL]LU\L ‹ 0TWYV]LJ\Z[VTLYZH[PZMHJ[PVU5H[PVUHS7HZZLUNLY:\Y]L`YLZ\S[Z ‹ /LSWWHZZLUNLYZÄUK[OLTVZ[LMÄJPLU[YV\[L[V[OLPYKLZPYLK KLZ[PUH[PVU ‹ 4HPU[HPU[OLÅV^VMWHZZLUNLYZ ‹ 9LK\JLZ[H[PVUJYV^KPUN ‹ /LSWWHZZLUNLYZYLHJO[OLPYYLX\PYLK[YHPUVU[PTL ‹ 4PUPTPZLTPZ[HRLZPUZLSLJ[PUN[OLJVYYLJ[[YHPU ‹ /LSW[VTPUPTPZLWSH[MVYTK^LSS[PTLZ ‹ 9LK\JLZ[HMMLUX\PYPLZ

2



>H`ÄUKPUN [VVSRP[ H`ÄUKPUNPUMVYTH[PVU^PSSILPUZ[HSSLK HUK`V\HYLPU]VS]LKPUKLÄUPUN[OLPUMVYTH[PVUYLX\PYLKHUK^OLYLP[^PSS ILWVZP[PVULK^P[OPU[OLZ[H[PVU

(ZLHJOWHY[VM[OL[VVSRP[PZKLZJYPILKPU[OLMVSSV^PUNZLJ[PVUZJVUZPKLY ^OL[OLYP[HWWSPLZ[V`V\YWYVQLJ[

4

>H`ÄUKPUN[VVSRP[ >H`ÄUKPUN[VVSRP[ ;OL[VVSRP[PKLU[PÄLZ TL[OVKZ[VOLSW`V\ KLSP]LYNVVK^H`ÄUKPUN PUMVYTH[PVU ;OLZLTL[OVKZHYLÅL_PISL [VHKHW[[OLT[VZ\P[ `V\YWHY[PJ\SHY^H`ÄUKPUN WYVQLJ[

5

>H`ÄUKPUN[VVSRP[

2.2 7SHUUPUN`V\Y^H`ÄUKPUN 2.2.1

)\PSKHI\ZPULZZJHZL -VYSHYNLY^H`ÄUKPUNWYVQLJ[Z`V\TH`ULLK[VW\[MVY^HYKHI\ZPULZZ JHZL[VYHPZLM\UKZ;OPZJHUILJOHSSLUNPUNMVYKL]LSVWPUNHUKPTWYV]PUN ^H`ÄUKPUNH[`V\YZ[H[PVU@V\JV\SKJVUZPKLY[OLMVSSV^PUNWVPU[Z^OLU WYLWHYPUN`V\YI\ZPULZZJHZL! ‹ 7YLZLU[IHJRNYV\UKL]PKLUJLHIV\[[OLJVZ[ILULÄ[ZVM^H`ÄUKPUN ‹ 0UJS\KLPZZ\LZZ\JOHZOV^[OLYHPSPUK\Z[Y`JHUILTHKLTVYL HJJLZZPISL[VH^PKLYHUNLVM\ZLYZI`KL]LSVWPUNHUKPUZ[HSSPUN HWWYVWYPH[LPUMVYTH[PVUHUK[LJOUVSVN`;OPZPZWHY[PJ\SHYS`PTWVY[HU[ PU]PL^VM[OL+PZHIPSP[`+PZJYPTPUH[PVU(J[ ++(HUKÄUHUJPHS WLUHS[PLZMVYUVUJVTWSPHUJL ‹ 0KLU[PM`RL`WYVISLTZ[OH[Z[H[PVU\ZLYZJ\YYLU[S`L_WLYPLUJL^P[O`V\Y ^H`ÄUKPUNZ`Z[LTH`ÄUKPUNWYVQLJ[[LHT ;OLZPaLVM[OL[LHTHUK[OLPYPU]VS]LTLU[^PSS]HY`KLWLUKPUN\WVU[OL [`WLVMVYNHUPZH[PVU`V\HYL^VYRPUNPU[OLZ[H[PVUHUK[OLUH[\YLVM[OL ^H`ÄUKPUNWYVQLJ[)YPUNPUN[VNL[OLYHT\S[PKPZJPWSPUHY`[LHT[VKL]LSVW HUKPTWSLTLU[^H`ÄUKPUNPZHNVVKPKLHMVYSHYNLYWYVQLJ[Z ([LHTTH`JVUZPZ[VMVULVYTVYLVM[OLMVSSV^PUNL_WLY[Z! ‹ OH[PUMVYTH[PVUHUK^OLYL^V\SKILZ[Z\WWVY[\ZLYZPUUH]PNH[PUN [OYV\NO`V\YZ[H[PVU& 7

>H`ÄUKPUN[VVSRP[ 2.3.2

1V\YUL`ZOHKV^PUN 9LJY\P[PUNPUL_WLYPLUJLKWHZZLUNLYZHUKMVSSV^PUN[OLTVUHYLHSPZ[PJQV\YUL` [OYV\NOZ[H[PVUZPZH]HS\HISL[VVSMVYHZZLZZPUN^OH[PZZ\LZL_PZ[H[`V\Y Z[H[PVUZHZ^LSSHZ\UKLYZ[HUKPUNOV^WLVWSLILOH]L .L[[OL\ZLY[V[HSR[OYV\NOLHJOZ[HNLVM[OLPYQV\YUL`HUKHUZ^LY[OL MVSSV^PUNX\LZ[PVUZ! ‹ >OH[PUMVYTH[PVUHYL[OL`SVVRPUNMVY& ‹ >OLYLKV[OL`L_WLJ[[VÄUKZ\JOPUMVYTH[PVU& ‹ >O`KV[OL`JOVVZL[V[HRLWHY[PJ\SHYYV\[LZVYTHRLJLY[HPU KLJPZPVUZ& ‹ >OH[HZWLJ[ZVM^H`ÄUKPUNMVYL_HTWSLPUMVYTH[PVUVY[OLKLZPNUVM [OLI\PSKPUNTHRLP[KPMÄJ\S[VYLHZ`MVY[OLT[VÄUK[OLPY^H`&

2.3.3

:[HMMMLLKIHJR (UPTWVY[HU[WHY[VM\UKLYZ[HUKPUN[OL^H`ÄUKPUNPZZ\LZ[OH[L_PZ[H[`V\Y Z[H[PVUZPZ[VJVUZ\S[`V\YMYVU[SPULZ[HMM;OL`YLZWVUK[VHUKVIZLY]LZ[H[PVU \ZLYZVUHKH`[VKH`IHZPZHUK[OLPYJVU[YPI\[PVUZHYLPU]HS\HISL;OL`TH` OH]L\ZLM\SPUMVYTH[PVUHIV\[! ‹ ;OL[`WLVMPUMVYTH[PVUYLX\LZ[LKI`WHZZLUNLYZHUKV[OLYZ[H[PVU \ZLYZ ‹ *VTTVU^H`ÄUKPUNWYVISLTZ ‹ 0UMVYTH[PVUYLX\PYLTLU[ZK\YPUNUVYTHSHIUVYTHSWLY[\YILKHUK LTLYNLUJ`ZP[\H[PVUZ @V\ZOV\SKHSZVJVUZPKLYZ[HMMPUMVYTH[PVUYLX\PYLTLU[Z! ‹ >OH[PUMVYTH[PVUVY[YHPUPUNKV[OL`ULLK[VZ\WWVY[\ZLYZPU ^H`ÄUKPUN^P[OPU[OLZ[H[PVUHUKMYVTZ[H[PVU[VZ[H[PVU&

*VUZ\S[MYVU[SPULZ[HMM -YVU[SPULZ[HMMVIZLY]LHUKYLZWVUK[V Z[H[PVU\ZLYZVUHKHPS`IHZPZ @V\ZOV\SKJVUZ\S[[OLT[V\UKLYZ[HUK ^OH[^H`ÄUKPUNWYVISLTZL_PZ[

8

>H`ÄUKPUN[VVSRP[ 2.3.4

,_WLY[YL]PL^ZI`KPZHIPSP[`H^HYLULZZL_WLY[Z (YL]PL^VMZ[H[PVUPUMVYTH[PVUHUKSH`V\[JHUHSZVILJVTWSL[LKI`L_WLY[ KPZHIPSP[`NYV\WZ;OL`JHUOLSW[VPKLU[PM`PUMVYTH[PVUYLX\PYLTLU[ZMVY ZWLJPÄJNYV\WZVM\ZLYZ

2.3.5

OLUJHYY`PUNV\[HZ[H[PVUH\KP[JVUZPKLY[OLMVSSV^PUN!

:[H[PVUH\KP[ (UH\KP[VM[OLZ[H[PVU SH`V\[HUKL_PZ[PUN ^H`ÄUKPUNPUMVYTH[PVU I`ZVTLVUL\UMHTPSPHY ^P[O`V\YZ[H[PVU ^PSSOLSW[VPKLU[PM` ^H`ÄUKPUNWYVISLTZ L_WLYPLUJLKI`ÄYZ[ [PTL]PZP[VYZ

2.4.2

‹ (YL[OLYL^H`ÄUKPUNPUMVYTH[PVUJVUÅPJ[ZIL[^LLU! 

;OLKLZPNUVM[OLI\PSKPUN



*PYJ\SH[PVUYV\[LZ



6[OLY]PZ\HSPUMVYTH[PVU

‹ (YL[OLYLVWWVY[\UP[PLZMVYZPTWSPM`PUN[OLZ[H[PVUSH`V\[VYJPYJ\SH[PVU YV\[LZ[VOLSWZ[H[PVU\ZLYZ&

>H`ÄUKPUNPUMVYTH[PVU @V\ZOV\SKHZZLZZ^OH[Z[H[PJK`UHTPJH\KPISLHUK[HJ[PSLPUMVYTH[PVUPZ J\YYLU[S`PUWSHJL;OLWYVJLZZZOV\SKPKLU[PM`! ‹ >OH[PUMVYTH[PVUPZJ\YYLU[S`PUWSHJL&

9



0ZP[JVUZWPJ\V\Z&



0ZP[SLNPISL&



0ZP[\UKLYZ[HUKHISL&

>H`ÄUKPUN[VVSRP[ ‹ (YL[OLYLHU`JVUÅPJ[Z^P[OJVTTLYJPHSHK]LY[PZPUNHUKIYHUKPUN& ‹ 0Z[OPZPUMVYTH[PVUYLSL]HU[H[[OLWVPU[H[^OPJOP[PZSVJH[LK& ‹ 0Z[OPZPUMVYTH[PVUYLHSS`ULLKLK& ‹ >OH[PUMVYTH[PVUPZTPZZPUN[OH[^V\SKZ\WWVY[\ZLYZ[VUH]PNH[L& ;OLYLPZZVTLOLSWM\SN\PKHUJLH]HPSHISLMVYJHYY`PUNV\[H\KP[ZVMI\PSKPUNZ HUK^H`ÄUKPUNPUMVYTH[PVU(S[OV\NO[OLZLHYLUV[Z[H[PVUZWLJPÄJ`V\ JHUHKHW[[OLT[VZ\P[`V\YZWLJPÄJYLX\PYLTLU[Z:LL-\Y[OLYPUMVYTH[PVU KVJ\TLU[BD

2.5 Gathering good practice @V\ZOV\SKYLMLY[VHUKHWWS`NVVKWYHJ[PJL[VHSS^H`ÄUKPUNWYVQLJ[Z;OPZ NVVKWYHJ[PJLN\PKLZOV\SKWYV]PKL`V\^P[OHUV]LY]PL^VM^H`ÄUKPUNNVVK WYHJ[PJL 6[OLYKL[HPSLK^H`ÄUKPUNPUMVYTH[PVUZV\YJLZHYLH]HPSHISLPUJS\KPUN Z[H[\[VY`YLX\PYLTLU[Z[OH[`V\ZOV\SKJVUZPKLYHUKHWWS`:LLFurther PUMVYTH[PVU

2.6 +LSP]LYPUNH^H`ÄUKPUNZ[YH[LN` 2.6.1

>OH[PZH^H`ÄUKPUNZ[YH[LN`& (^H`ÄUKPUNZ[YH[LN`PZHJVTWHU`KVJ\TLU[[OH[ZL[ZV\[HSS[OLKLZPNU KL[HPSZHUKSH`V\[VMHSS`V\YZ[H[PJK`UHTPJH\KPISLHUK[HJ[PSLPUMVYTH[PVU 0[WYV]PKLZNLULYPJKLZPNUKL[HPSZHUKN\PKHUJLMVYHSSVM`V\YZ[H[PVUZ HUKZWLJPÄJYLX\PYLTLU[ZMVYPUKP]PK\HSZ[H[PVUZPMYLX\PYLKIHZLK\WVU Z[H[PVUH\KP[Z;OPZ^PSSZ\WWVY[HJVUZPZ[LU[HWWYVHJOMVYWYVK\JPUNHSSUL^ ^H`ÄUKPUNPUMVYTH[PVU

*VUZPZ[LU[KLZPNU

@V\YZ[YH[LN`ZOV\SKYLMLYLUJLHUKWYV]PKLZVS\[PVUZ[V[OLRL`PZZ\LZ OPNOSPNO[LK^P[OPU[OLMVSSV^PUNZLJ[PVUZ^P[OPU[OPZN\PKL!ZPNUHNLHUKV[OLY Z[H[PJPUMVYTH[PVUK`UHTPJPUMVYTH[PVUH\KPISLPUMVYTH[PVUHUK[HJ[PSL PUMVYTH[PVU

Supplying your JOVZLUTHU\MHJ[\YLY ^P[O`V\Y^H`ÄUKPUN Z[YH[LN`^PSSOLSW[OLT ;OLZLZVS\[PVUZ^PSSILIHZLKVUYLZ\S[ZMYVT! [VKLSP]LYJVUZPZ[LU[ KLZPNUZ @V\ZOV\SKKV[OPZMVY HSS^H`ÄUKPUNWYVQLJ[Z

‹ (\KP[ZVM`V\YZ[H[PVUSH`V\[HUKL_PZ[PUN^H`ÄUKPUNPUMVYTH[PVU ‹ (U`\ZLYYLZLHYJO`V\TH`OH]L\UKLY[HRLU ‹ 2UV^SLKNLNHPULKMYVTZ[HUKHYKZHUK^H`ÄUKPUNNVVKWYHJ[PJL ,_HTWSLZVM[OLJVU[LU[VM[OLZ[YH[LN`PUJS\KL! ‹ /PLYHYJO`VMPUMVYTH[PVU •

.\PKLSPULZVUWVZP[PVUPUNPUMVYTH[PVU 10

>H`ÄUKPUN[VVSRP[ ‹ ;`WLVMTH[LYPHS[VIL\ZLKMVYZPNUHNL ‹ *VSV\YZJOLTLZVMZPNUTH[LYPHSHUK[`WLMHJLZ ‹ -VU[Z[`SLHUKYHUNLVMZPaLZ ‹ +PTLUZPVUZMVYSH`V\[VM[L_[Z`TIVSZHUKHYYV^Z ‹ 3PZ[VMWLYTP[[LK[L_[MVYHSSPUMVYTH[PVUMVYTH[ZZ[H[PJHUKK`UHTPJ

2.6.2

>H`ÄUKPUNPUMVYTH[PVUZJOLK\SL (UPUMVYTH[PVUZJOLK\SLPZHZ[H[PVUZWLJPÄJKLZJYPW[PVUVM[OL^H`ÄUKPUN TLHZ\YLZH[[OH[Z[H[PVU>OLUZWLJPM`PUNUL^VYYLWSHJLTLU[PUMVYTH[PVU H[Z[H[PVUZ[OLZJOLK\SL^PSSJVU[HPULHJOP[LTVM^H`ÄUKPUNPUMVYTH[PVU YLX\PYLK;OLZJOLK\SLTH`JV]LYPUKP]PK\HSVYT\S[PWSLZV\YJLZVM PUMVYTH[PVUKLWLUKPUNVU[OLZPaLVM[OLWYVQLJ[ ;OLZJOLK\SL^PSSYLMLYLUJL`V\YJVTWHU`^PKL^H`ÄUKPUNZ[YH[LN`[VKLSP]LY PUMVYTH[PVUPU[OLWYLZJYPILKMVYTH[

:[YH[LN`HUKZJOLK\SL @V\YPUMVYTH[PVUZJOLK\SL^PSS JVU[HPULHJOP[LTVMUL^VY YLWSHJLTLU[PUMVYTH[PVUH[ Z[H[PVUZ 0[^PSSYLMLYLUJL`V\YJVTWHU` ^H`ÄUKPUNZ[YH[LN`[VLUZ\YL JVUZPZ[LU[PUMVYTH[PVUPZ KLSP]LYLK

0UMVYTH[PVUZJOLK\SL (UL_HTWSLVMHZPNU[VIL WYVK\JLKMVYPUZ[HSSH[PVU H[HZ[H[PVU;OPZ^V\SK ILVULVMTHU`KL[HPSLK KYH^PUNZHZWHY[VMHU PUMVYTH[PVUZJOLK\SL ;OPZ^V\SKILKL]LSVWLK PUJVSSHIVYH[PVU^P[O`V\Y JOVZLUZPNUTHU\MHJ[\YLY

11

>H`ÄUKPUN[VVSRP[ 2.6.3

TLZ[PUN`V\Y^H`ÄUKPUNPUMVYTH[PVU 0M`V\OH]LTHKLL_[LUZP]LJOHUNLZ[V`V\Y^H`ÄUKPUNPUMVYTH[PVUP[PZ YLJVTTLUKLK[OH[`V\JVUZPKLY[LZ[PUNHZTHU`LSLTLU[ZHZWVZZPISL[V THRLZ\YL[OL`TLL[[OLULLKZVM`V\Y\ZLYZ @V\YZ[H[PVU\ZLYZ^PSSILULÄ[PM`V\ZWLUK[PTL[LZ[PUN`V\YKLZPNUZWYPVY [VPUZ[HSSH[PVUYH[OLY[OHUSLH]PUNPUHWWYVWYPH[LPUMVYTH[PVUPUWSHJLVY YLTV]PUNYLKLZPNUPUNHUKYLWSHJPUNP[0[PZHSZVTVYLLMMLJ[P]LPU[LYTZVM [PTLHUKTVUL`[VJHYY`V\[[LZ[PUNWYPVY[VPUZ[HSSH[PVU :\NNLZ[PVUZMVY[LZ[PUN`V\YPUMVYTH[PVUPUJS\KL! User testing

H`ÄUKPUN[VVSRP[ )HZLKVU[OLZLKLJPZPVUWSHUZP[PZWVZZPISL[VWYLKPJ[[OLÅV^VM\ZLYZ [OYV\NO[OLZ[H[PVU-VYI\Z`Z[H[PVUZWLKLZ[YPHUÅV^HUHS`ZPZJV\SK ILJHYYPLKV\[[VHZZLZZ[OLWV[LU[PHSSVJH[PVUHUKJVU[LU[VM^H`ÄUKPUN PUMVYTH[PVUHUKP[ZSPRLS`PTWHJ[VU]PL^PUNWVZP[PVUHUKJYV^KÅV^[OYV\NO [OLZ[H[PVU ;OLHUHS`ZPZZOV\SKPUJS\KLUVYTHSZLY]PJLY\UUPUNHUKHYHUNLVMWVZZPISL KLNYHKLKHUKLTLYNLUJ`VWLYH[PVUHSZJLUHYPVZ :LL-\Y[OLYPUMVYTH[PVUKVJ\TLU[BD

7LKLZ[YPHUÅV^ (JYV^KÅV^JVTW\[LY TVKLSJHUOLSW`V\WYLKPJ[ HYLHZVMSPRLS`JVUNLZ[PVU HUKHUHS`ZLVW[PVUZMVY PTWYV]LTLU[Z (YLJVTTLUKLKWYVJLZZPZ WYV]PKLKMVY\ZPUN[OPZ[`WL VMZVM[^HYLZ\JJLZZM\SS`

13

>H`ÄUKPUN[VVSRP[

2.7 0TWSLTLU[PUN^H`ÄUKPUNPUMVYTH[PVU 2.7.1

7VZP[PVUPUN^H`ÄUKPUNPUMVYTH[PVU @V\^PSSULLK[V\UKLY[HRLH^HSR[OYV\NOVMLHJOZ[H[PVUWYPVY[VPUZ[HSSPUN HU`^H`ÄUKPUNPUMVYTH[PVU ;OL^HSR[OYV\NOTH`OH]L[VILJVTWSL[LKTVYL[OHUVUJL[VLUZ\YL[OH[ HSS^H`ÄUKPUNPUMVYTH[PVUOHZILLUWVZP[PVULKHWWYVWYPH[LS` H`ÄUKPUNPUMVYTH[PVU[OH[PZLHZPLY[VZLLOLHY [V\JOHUK\UKLYZ[HUKOLSWZ[VTHRL[OLYHPSLU]PYVUTLU[IL[[LYMVYHSSZ[H[PVU \ZLYZ @V\ZOV\SK[OPURIYVHKS`^OLUJVUZPKLYPUNOV^[VKLSP]LY^H`ÄUKPUN PUMVYTH[PVUMVYHSSZ[H[PVU\ZLYZ;OPURHIV\[WLVWSLZ»JHWHIPSP[PLZHUK SPTP[H[PVUZHUKOV^[OLKLZPNUVM`V\YJ\YYLU[^H`ÄUKPUNZ`Z[LTPTWHJ[ZVU [OLPYQV\YUL`L_WLYPLUJL 5VZPUNSLTLKP\TJHUILKLSP]LYLK[VL]LY`VUL;VHJJVTTVKH[LPUKP]PK\HS PUMVYTH[PVUULLKZZVTLK\WSPJH[PVUVMPUMVYTH[PVUPUKPMMLYLU[MVYTH[ZPZ LZZLU[PHS ;OLYLHYLZVTLT\S[PWSLKLSP]LY`TL[OVKZZ\NNLZ[LK^P[OPU[OPZZLJ[PVU[OH[ JHUWYV]PKL[OL^H`ÄUKPUNPUMVYTH[PVUYLX\PYLKI`[OVZL^P[OWHY[PJ\SHY ULLKZ

17

3.2 ;OLSLNHSPZZ\LZ ;OL++( WYVOPIP[ZKPZJYPTPUH[PVUHNHPUZ[KPZHISLKWLVWSLPU[OL WYV]PZPVUVMNVVKZVYZLY]PJLZ;OL++(HUK[OL+LWHY[TLU[MVY;YHUZWVY[ +M;KLÄULKPZHIPSP[`HZ!ºHWO`ZPJHSVYTLU[HSPTWHPYTLU[[OH[OHZH Z\IZ[HU[PHSHUKSVUN[LYTHK]LYZLLMMLJ[VUHWLYZVU»ZHIPSP[`[VJHYY`V\[ UVYTHSKH`[VKH`HJ[P]P[PLZ» 0[PZ\USH^M\SMVYZLY]PJLWYV]PKLYZ[VKPZJYPTPUH[LHNHPUZ[KPZHISLKWLVWSLI` THRPUNP[\UYLHZVUHIS`KPMÄJ\S[MVY[OLKPZHISLKWLYZVU[VTHRL\ZLVMHU` Z\JOZLY]PJL^OPJOPUJS\KLZ^H`ÄUKPUN :PUJL6J[VILY[OL++(YLX\PYLZºZLY]PJLWYV]PKLYZ[V[HRLYLHZVUHISL Z[LWZ[VYLTV]LHS[LYVYWYV]PKLHYLHZVUHISLTLHUZVMH]VPKPUNHWO`ZPJHS MLH[\YLVM[OLPYWYLTPZLZ^OPJOTHRLZP[\UYLHZVUHIS`KPMÄJ\S[VYPTWVZZPISL MVYKPZHISLKWLVWSL[VTHRL\ZLVM[OLPYZLY]PJLZ»7HY[[OYLLVM[OL(J[Z[H[LZ [OH[Z\JOºYLHZVUHISLHKQ\Z[TLU[Z»PUJS\KLZ[OLWYV]PZPVUVMPUMVYTH[PVUPU HS[LYUH[P]LMVYTH[Z

3.3 Staff training (WWYVWYPH[LZ[HMM[YHPUPUN 7YV]PKPUNZ[HMM^P[OKPZHIPSP[`H^HYLULZZ [YHPUPUNLUZ\YLZHSSZ[H[PVU\ZLYZYLJLP]L HWWYVWYPH[L[PTLS`HUKHJJ\YH[L^H`ÄUKPUN PUMVYTH[PVU

:[HMM^OVWYV]PKLPUMVYTH[PVU[V\ZLYZZOV\SKILNP]LUKPZHIPSP[`H^HYLULZZ [YHPUPUNJV]LYPUNPZZ\LZZ\JOHZ! ‹ ;OL]HYPH[PVUZPUPTWHPYTLU[ZLZWLJPHSS`[OVZL^OPJOTH`UV[IL PTTLKPH[LS`VI]PV\Z ‹ /V^[OLKLZPNUVM[OLLU]PYVUTLU[HUKP[ZPUMVYTH[PVUTH`OH]L PTWSPJH[PVUZMVY\ZLYZ^H`ÄUKPUN^P[OPUZ[H[PVUZ ‹ /V^HUK^OLU[VKLSP]LYHZZPZ[HUJL ‹ *VTT\UPJH[PVU[LJOUPX\LZZ\JOHZJSLHYZWLLJO]VS\TLZWLLKHUK YLWOYHZPUN ‹ ;OL\ZLVMLX\PWTLU[Z\JOHZPUK\J[PVUSVVWZ[L_[WOVULZHUKYHTWZ +LZPNULYZMHJPSP[`THUHNLYZHUKLUNPULLYZ^OVHYLYLZWVUZPISLMVYKLSP]LYPUN [LJOUPJHSZVS\[PVUZZOV\SKHSZVYLJLP]LH^HYLULZZ[YHPUPUN 18

0UJS\ZP]LKLZPNU

3.4 0UÅ\LUJPUNMHJ[VYZ ;OLKLJPZPVUZ\ZLYZTHRLHUKOV^LHZPS`[OL`UH]PNH[L^P[OPUZ[H[PVUZHYL PUÅ\LUJLKI`THU`MHJ[VYZ;OLZLJHUILNYV\WLK\UKLY[OYLLOLHKPUNZ! ‹ 7LVWSLMHJ[VYZ ‹ 0UMVYTH[PVUMHJ[VYZ ‹ ,U]PYVUTLU[MHJ[VYZ ;OPZZLJ[PVUVM[OLN\PKLZOV\SKOLSW`V\[V\UKLYZ[HUK[OLZLPUÅ\LUJPUN MHJ[VYZ

>OH[PUÅ\LUJLZ ^H`ÄUKPUN& /V^Z\JJLZZM\SH WLYZVUPZPUÄUKPUN[OLPY ^H`PZPUÅ\LUJLKI` THU`MHJ[VYZ ;OLZLHYLNYV\WLK \UKLY[OLOLHKPUNZ PKLU[PÄLKPU[OL KPHNYHT

3.4.1

7LVWSLPUÅ\LUJPUNMHJ[VYZ 7LVWSLMHJ[VYZHYLJVUJLYULK^P[O[OLPUKP]PK\HS(WLYZVU»ZHIPSP[`HUK L_WLYPLUJLVM\ZPUN[YHPUZ^PSSPUÅ\LUJL[OLPYKLJPZPVUZHUKKL[LYTPULOV^ Z\JJLZZM\S[OL`^PSSILPUÄUKPUN[OLPY^H` ,_HTWSLZVMWLVWSLPUÅ\LUJPUNMHJ[VYZ[OH[HMMLJ[[OL[`WLVM^H`ÄUKPUN PUMVYTH[PVUULLKLKPUJS\KL! User experience

0UL_WLYPLUJLKYHPS\ZLYZ[LUKUV[[VOH]LHWYLKLÄULKWH[[LYUMVYTV]PUN [OYV\NO`V\YZ[H[PVUHUKSVVRPUNMVYHZL[VMZWLJPÄJPUMVYTH[PVUZV\YJLZ ;OLPYILOH]PV\YJHUILPYYLN\SHYTV]PUNMYVTVULWSHJL[VHUV[OLYKLWLUKPUN \WVU[OLPUMVYTH[PVU[OL`ZLLHUKP[ZWLYJLP]LK\ZLM\SULZZ Limited searching capacities

(SS\ZLYZOH]LSPTP[LKZLHYJOPUNJHWHJP[PLZMVYÄUKPUNPUMVYTH[PVU>OLU [OL`HYL\UHISL[VSVJH[L[OLPYYLX\PYLKPUMVYTH[PVUPTTLKPH[LS`[OL`ZLLR HS[LYUH[P]LZV\YJLZZ\JOHZHZRPUNZ[HMM

19

0UJS\ZP]LKLZPNU H`V\[»ZPNUZZOV\SKILWVZP[PVULKPU[^VVYPLU[H[PVUZ! ‹ 7HYHSSLS^P[O[OLWSH[MVYTLKNL¶MVY\ZLYZHSPNO[PUNMYVT[YHPUZ ‹

KLNYLLZ[V[OLWSH[MVYTLKNL¶MVY\ZLYZ^HSRPUNHSVUNWSH[MVYTZ

*SLHYS`PKLU[PÄLKL_P[YV\[LZ

;VOLSW\ZLYZSVJH[LL_P[YV\[LZLHZPS`PULTLYNLUJ`ZP[\H[PVUZ[OLZLZOV\SK ILJSLHYS`KPZ[PUN\PZOHISLMYVTHSSV[OLYPUMVYTH[PVUVUZ[H[PJZPNUZ @V\ZOV\SKJVUZPKLYHWWS`PUN)YP[PZO:[HUKHYKN\PKLSPULZ^OLUKLZPNUPUN HUKPUZ[HSSPUNLTLYNLUJ`L_P[YV\[LZPNUZ:LL-\Y[OLYPUMVYTH[PVUKVJ\TLU[ BD

*SLHYS`PKLU[PÄLKL_P[YV\[LZ (SSL_P[YV\[LZMYVT`V\YZ[H[PVUZOV\SKIL JSLHYS`PKLU[PÄLK[VOLSW\ZLYZLHZPS`SVJH[L [OLT