Changing commuters behavior

Lillestrøm station has 18,000 daily commuters and struggles with queues and crowding. Is it possible to change habits while awaiting future reconstruction of the platform?

Results
23%
Reduced experienced waiting time.
Results
25sek.
More commuters wanted in short time intervals.
Results
1,5min
Reduced experienced waiting time.

Results

23%

Reduced experienced waiting time.

Results

23%

Reduced experienced waiting time.

Results

25sek.

More commuters wanted in short time intervals.

Results

25sek.

More commuters wanted in short time intervals.

Results

1,5min

Reduced experienced waiting time.

Results

1,5min

Reduced experienced waiting time.

Prosess

We used behavioral mapping as a method to gather insights through observations, surveys, interviews, and objective measurements at the station. Based on this information, we developed measures to improve travel capacity, utilize the entire platform length during boarding and disembarking, and increase accessibility for all travelers.

The measures were tested as a pilot at Lillestrøm station for 2-3 months to study the changes in commuters' movement patterns. These were temporary measures, with the goal of evaluating their effect before a permanent solutions would be implemented.

Results

The results of the measures show less chaos in the stairways, which improves the experience of fairness. The directional markings help people choose the correct side of the walkway, which increases the efficient clearing of the platform. After the pilot project, the perceived waiting time decreased by more than a minute, suggesting that commuters experience the queue as less stagnant.

However, the objective waiting time changed marginally, with a slight improvement in the afternoon rush and a tendency towards longer waiting periods in the morning. This was observed by comparing data from before and after the pilot project was completed.

“These directional markings should be everywhere”

Commuter

What could be improved?

Due to material quality, traffic, a lack of security guards, and maintenance, the installation and launch took longer than planned. The markings came loose, which posed a safety risk. A limitation of the measurements was that they only registered people and time around the stairway, not the entire platform, which prevented an assessment of the total waiting time. Additionally, the sensors had technical problems with accurately tracking commuters' movements.

Sources