Interconnect Improving the journey experience Interconnect: Improving the journey experience Piloted in the centre of Birmingham, UK, Interconnect Interconnect delivers a visionary blueprint seeks to improve the journey experience for people living for connecting the journey experience. in and visiting the West Midlands region. The project seeks to improve the quality of information across all media channels, transport services and public environments. Interconnect is a partnership, project In turn the approach is helping attract and innovative design approach focused visitors, tourism and investment that will on improving the ‘interface’ between support new jobs and a stronger economy, people, places and transport systems. building the reputation of the region The project promotes a vision of a internationally and contributing towards world class movement network with social, environmental and economic infrastructure and passenger facilities benefi ts for all. designed to create welcoming places In support of the vision, the Interconnect supported by legible and intuitive partnership is encouraging new ways information systems. of working, enabling organisations Piloted for the fi rst time in the West to plan, develop and deliver effective Midlands region of the United Kingdom, improvements to the journey experience. Interconnect aims to improve the journey The Interconnect partners are sharing experience for people, whether they are knowledge, identifying mutually benefi cial visiting for the fi rst time, or making their opportunities and maximising investment daily commute. – delivering major improvements for Investment in ongoing regeneration everyone who lives and works in, or and renewal projects is delivering radical visits the region. changes to the region. The benefi ts of This publication will be of value to other this investment are being maximised places, cities and regions who wish to by interconnecting transport, tourism, improve the journey experience. technology and public realm projects to deliver longer-term and smarter solutions All rights reserved. No part of this This publication has been prepared to millions of people. publication may be reproduced, stored, or and published by Centro and City ID. transmitted, in any form or by any means, © Centro & City ID electronic, mechanical, photocopying, January 2014 recording or otherwise, without the prior permission of the copyright owners. ISBN 978-0-9928115-0-1 3 Contents The journey Page 5 This chapter looks at how people travel around the region, their individual needs and requirements, and how The journey Interconnect aims to improve the journey experience. A network of opportunities Page 17 This chapter introduces a new approach to developing and delivering strategic improvements at every stage of the user’s journey. Delivering the vision in Birmingham Page 29 This chapter demonstrates the work completed to date in delivering a new information system, transport infrastructure and complementary improvements to streets and spaces. A connected future Page 75 This chapter presents a vision for the future of the Interconnect system, building on both the resources developed to date and opportunities presented by emerging technologies. 4 5 The journey The Interconnect design approach puts people first by understanding their needs and expectations. By appreciating the many challenges and influences that affect each and every person, significant improvements can be made to all journeys. 6 7 The journey The journey Different people Different journeys Kyoko Novice and Emi The way that people are able to move around Business visitors from a city directly influences their everyday Japan experiences of it. In turn, ease of movement Hena, Veronica and legibility are directly related to wider and Jury Tourists Anna social, environmental and economic benefits. from Recently Slovakia moved from Poland People’s needs are based on many things, In any city, the movement network including their interests, how they choose and information to support it should to move around, perceptions of distance be built around people and their and time, available transport options and everyday journey needs. quality of service. Time rich Time poor Interconnect aims to bring about Revealing options about what to do significant improvements in the quality Sahil and how to get there in a consistent, of the journey experience by providing Newsagent simple and intuitive way can help to the right information for people in Jade and from raise awareness and promote use of the right place and in a way that is Chantelle Sparkbrook public transport. accessible to all. Students from Erdington Phil To Through Around Shop owner A A A Robert and from Sutton Carol Coldfield Couple from B Coventry B Expert C B The needs and expectations of People in a hurry, seeking Tell us Show us Involve us all people from first time visitors a specific destination require to locals have been considered immediate information to get as part of the design process. from A to B. Those with more time often enjoy discovering places at leisure, supported by a range of information services. Less time More time 8 9 The journey Connecting the journey experience Most journeys incorporate several transport modes and involve walking to a greater or lesser extent, with people likely to access many sources of information in many different formats. Over time, new information products and services will be complemented by 10.15am improved passenger facilities, streets, Journey planning spaces and transport services. Checking destinations This journey illustrates some of the Boarding key features that will characterise the Interconnect system. 9.30am 1 Web search from home On my way, see you soon 10.30am On-board 9.45am 9.45 am WebWeb search fromfrom work work Journey planning Scalable mapping platform Multi-channel A quality experience Function-led identities Service improvements For many people, their journey Adaptable and scalable maps For people on the move, Whether walking or using The system will have a unifi ed A modern rail, metro and bus starts before they take a step will reveal appropriate levels information will increasingly be public transport, the quality identity to visually connect fl eet with improved interiors outside. For those who wish to of detail and content through customised to their needs and of the environment will all forms of movement across and unifi ed liveries will create start planning from home or a consistent user interface at made available using digital support journeys and provide the region. At a local level the a more recognisable and work, online information will every stage of the journey. services, as well as on-street a comfortable and enjoyable system will provide greater attractive transport offer. be tailored to their needs. products and services. experience. fl exibility to promote the character of different places. 10 11 The journey Connecting the journey experience Welcome to Birmingham City Centre NEWTOWN ASTON ST GEORGE ST CHAD St Paul’s Duddeston DUDDESTON Hospitals St Paul’s Square ASTON TRANGLE JEWELLERY Law Couts Snow Hill QUARTER Interchange Millennium Point Bull Street/Prioy N Queensway Interchange The Square EASTSDE Matineau Victoria Square Place CTY Moor Street Centenay Interchange Square CENTRE ICC & Symphony New Street Pavilions Hall Paradise Circus You are here 11.00am Interchange The Pallasades DGBETH Bullring Alighting New Street Interchange The Mailbox Digbeth High Street Snow Hill Markets Custard Factoy Birmingham WESTSDE Wholesale Coach Station Interchange Arcadian Market W E SOUTHSDE Bordesley DERTEND BORDESLEY 11.45am HGHGATE 11.15am Queuing for bus Orientating S SPARKBROOK Navigating BALSALL HEATH 11.30am Destination Journey planning Journey options On journey Arival Origin A mental map Progressive disclosure Heads-up Modal choice Network legibility Transport interchanges Product language Public realm improvements When arriving in a town or city, Information will be progressively Heads-up maps that mirror the Multi-modal information will Complex movement networks Interchanges will be highlighted Information totems and Improvements to the public visitors will be welcomed by an disclosed at each stage of the way the user is facing, will make be presented at appropriate will be planned and designed consistently within the network passenger facilities such as realm will be designed to overview of the place, revealing journey. People will be provided navigation and interpretation of journey stages, allowing users to make them easier to use. to raise awareness of travel new bus shelters will have a support pedestrian movement distances to destinations with relevant travel choices from their surroundings easier. to choose the most appropriate A simple and intuitive visual options and improve ease of common product language and access to public transport and what is available in the their current location. form of travel. interpretation of the network transfer between different that is an identifi able and by enhancing principal routes immediate area. will help guide people every transport modes. recognisable mark of quality. and encouraging people to step of the way. explore on foot. 12 13 The journey Connecting the journey experience HGH STREET B1 Cathedral Square 5 m oximately inutes w Appr alk A pleasant green space in the heat of the city with the Grade I listed cathedral at its centre and many cafés and pubs nearby. 2.15pm 1.15pm Orientating Exploring Finding 11.50am