Define – BUS INFORMATION REVIEW (for London Buses) 1994

Description

A 1993–94 London Buses study across nine phases evaluated passenger information (awareness, comprehension, use, special needs) to improve usability before deregulation. Key findings: many passengers lacked route and fare knowledge; vandalism degraded shelter information; real-time arrival displays were highly valued. Researchers identified three segments—Phobics (avoid maps/timetables), Pragmatists (use info as needed, primary target) and Lovers (seek precision). Timetable guidance: provide an ‘at a glance’ frequency panel for high-frequency inner routes and full timetables for low-frequency outer routes, keeping elements spatially separated. Map needs vary: heavy users want geographic detail; light users prefer simple route diagrams. Testing favored a refined Penrose map style for ease and accuracy; hybrid designs were too cluttered. Recommendations included a new mapping style, revised timetables and targeted formats. Other findings: phone helplines and staffed kiosks rated highly; dot-matrix arrivals, clear stop names, fare-zone displays, improved onboard diagrams (design B17) and accessible night/visually impaired formats (large print, auditory, better lighting) increase confidence. The document also contains a full timetable and service, ticketing, accessibility and contact details for route 54.