London Underground Ltd – RIGHT TIME, RIGHT PLACE 1993

Description

This comprehensive, customer-focused strategy report, titled “‘Right time, right place’ Customer Information Strategy,” was authored by Project Manager Janet Peacock and a diverse team of internal London Underground staff and external consultants (including Ings & Co, IDEO, 5th Dimension, and ICE Ergonomics) in June 1993. Spanning a substantial number of pages, evidenced by its detailed index and extensive appendices with research reports, it is a highly structured document featuring management summaries, detailed findings, and recommendations. Its trustworthiness is built on robust market research, including 75 hours of qualitative focus groups, 3000 quantitative customer interviews, and nine commissioned studies, rigorously compared against best practices in other service industries. The report utilizes clear flowcharts, tables (e.g., RASTI scores), and visual examples of electronic displays and signs, providing an evidence-based analysis of London Underground’s customer information provision and a strategic blueprint for future improvements.