In 2015 the Victorian government allocated $76M to improve the customer experience at Flinders Street Station.
This presentation will talk through our approach for delivering an improved customer experience at Flinders Street Station and introducing a new way of working on public transport products.
The approach taken by the team of synthesizing user experience and place making has revealed a commonality between the two distinct design realms - urban planning and product design. Both disciplines centre on human experience outcomes to develop positive places and things to enhance life.
Within an industry focused on operational and engineering specifications the shift to passenger outcomes has been a challenge but is starting to prove its value with human orientated design delivering operational efficiencies.