FWT – THE NEW NORWICH UNION 2008

Description

Norfolk County Council, funded by the Government’s Better Bus Area programme, commissioned FWT to overhaul passenger information across Norwich using a four-stage Discover, Define, Design, Deliver process. FWT surveyed every stop, analysed routes and constraints, and produced a city-wide, user-focused wayfinding system including consistent shelter roof plates and pole flags, colour-coded double-letter stop identities, Destination and Route Finders, stop-specific timetables, vicinity maps, and tailored rail/coach information. Electronic displays were made more usable, poster cases standardised, and deregulation-driven inconsistencies addressed. Stakeholder engagement included operators, disadvantaged user groups and a tested Learning Guide. Approximately 140 posters and 100 unique signs were rolled out for service changes. Site-specific solutions — e.g., simplified alighting-only Stop CJ, a compact timetable and Where-to-Board map at Recorder Road, repositioned signage at Queen Street and the Bus Station, central information points, bespoke diagrams for express Stand C and adjusted plates for Stand K — improved clarity, reduced boarding confusion, strengthened intermodal guidance, raised operator profiles and delivered client satisfaction and lessons for Greater Norwich.