Rose – THE TOTAL IS LESS THAN THE SUM OF THE PARTS 2012

Description

The author argues that passenger information in the bus industry is fragmented, poorly designed, and produced without seeing it from users’ perspectives. Deregulation has compounded problems: different operators can run distinct services with the same route number, creating map and ticket-validity confusion. On-vehicle and stop signage are cluttered with mixed messages (irrelevant ISO badges, emergency markings, multiple icons, large running-number boards), increasing cognitive load and reducing legibility. Destination blinds and displays are often inadequate—small, poorly typed, or outdated dot-matrix technology—making them hard to read in motion or poor conditions. Simple improvements exist: standardized route identities, clearer “where to board” schemes, better-lit and larger route displays, modern high-definition screens, and thoughtful typography (championing Johnston’s work). The core failure is an industry-wide lack of communication expertise; solutions are affordable but require recognition, regulation, and professionals who design information with the end user in mind.