Carter Research – THE TIMETABLE USER AND FORMAT RESEARCH RESULTS FOR LONDON UNDERGROUND LIMITED 1990

Description

Carter Research (Nov 1990) surveyed 1,798 London Underground passengers (quantitative interviews plus four focus groups) to assess timetable awareness, use and preferred formats. Objectives included identifying users’ information needs, reasons for non-use and scope for a more user-friendly timetable and its likely impact on Underground use. Key findings: about two-thirds knew LU produced a timetable but only a small share carried the current booklet; many rely on platform dot‑matrix indicators for routine journeys and use timetables mainly for planning unfamiliar or infrequent trips. Timetables are most valued where trains are less frequent yet reliable. Respondents preferred simple, readable layouts (poster formats based on “South Ruislip” or “Bethnal Green”), inclusion of a system map, first/last train times, frequencies, inter-station journey times, useful connections, a telephone information number and a clear “Valid Until” date. Credit‑card or pocket sizes were favored for portability. Recommendations: retain but redesign the booklet, improve publicity and availability (ticket offices, offered to travel‑card buyers), ensure at least one poster per platform, use durable covers and reduce confusing qualifications.