Operational Review...methods used at other stations, including St Pancras, to help mitigate this. Action Station to contact NR HQ to understand methods used at other stations. Response

27/03/19

Operational ReviewFollow Up

External signage - TfL wayfinding outside station boundary

Discussions have been held with TfL to alter their external signage to provide clearer

direction to London Bridge Station. The LBS station sign on the station approach was

raised as a potential way to improve this signage, via cleaning or lighting.

Action

Station to confirm whether station approach sign is designed to be lit and whether it

requires cleaning.

Response

Lighting will not be required, only cleaning.

Operational Review Oct 2018Station Actions

Escalator arrows

A query was raised regarding the arrows displayed over the escalators at platform

level. The arrow displayed is generally an Up arrow, although the escalator is going

Down. This may be confusing for passengers who have just disembarked from a train.

Action

Station control centre to update display to match escalator direction.

Response

The sign are set to change automatically according to the escalator direction.


Escalator coming up Escalator going down

Encouraging passengers with luggage/bulky items to use lifts

A number of safety incidents were discussed where passengers have taken luggage,

buggies and similar wide items onto the escalators, where they should have used the

lifts. This was discussed and understood to be a behavioural issue, which is likely to

require alternative solutions than a change in wayfinding. The station are looking into

methods used at other stations, including St Pancras, to help mitigate this.

Action

Station to contact NR HQ to understand methods used at other stations.

Response

London Bridge has implemented its own process, utilising barriers/banners (pictured),

WISI boards, and staff intervention to encourage safer behaviours. Implemented for

the last 10 weeks, this has shown an initial improvement i.e. reduction of accidents.

Review is ongoing.


Additional wayfinding vinyls - terminating concourse

Gateline staff on the terminating concourse have reported being asked where the

ticket office is. The option for temporary vinyl directional signage on the terminating

concourse gateline booms was raised, and also the option to add additional

directional arrows to the monoliths/totems.

Action

Project to provide vinyl signage directions to ticket office for gateline boom, and on

monoliths/totems, to test efficacy before decision on final signage.

Response

Vinyls installed on monoliths, and gateline boom directing passengers to ticket office.

Conversations held with NR engineering and station to agree that these vinyls can

remain in place permanently.

Operational Review Oct 2018Project Actions

Additional wayfinding vinyls - street level concourse

The option to include both TVM and ticket office signage on some or all of the

monoliths/totems and high level signage was reviewed. The high level signage from

the centre of the main concourse, facing towards Tooley St, was identified as a

potential area for TVM signage.

Action

Project to provide TVM direction signage vinyls to test on high level suspended

signage.

Response

Vinyls installed on 3no. suspended signs to direct passengers to TVMs.


Additional wayfinding vinyls - western arcade

From the Western Arcade, the Ticket Office is indicated by the high level signage, but

the TVM’s are not. The potential benefit of having signage directing passengers to

both sets of TVM’s, to support the passenger flow, was reviewed.

Action

Project to provide vinyl signage to TVMs on suspended high level sign to the east of

the western arcade.

Response

Vinyls installed on suspended signs to direct passengers to both sets of TVMs.


Additional wayfinding vinyls - no access to toilets

The gateline staff were reported to be being asked by passengers whether there

were toilet facilities inside the paid gateline. The potential for signage on the main

gateline boom was discussed, to support staff and users.

Action

Project to provide trial vinyl ‘no toilet facilities beyond this point’ to main gatelines on

street level concourse.

Response

Vinyls installed on gateline booms.


Additional wayfinding vinyls - Platform 1 Underground arrow

A query was raised regarding the up arrow directional signage to the Underground

on the boom at the bottom of the escalator from Platform 1. Since there is a lift

directly in front of the stairs, this may cause confusion to passengers who may ascend

to the platform that they just came down from.

Action

Project to investigate a vinyl arrow to alter the direction of the Underground arrow to

angle left instead of up.

Response

Vinyl installed on gateline boom.


TfL Bus Station wayfinding signage

Complaints received from TfL regarding the number of requests they are receiving at

the WAV bus kiosk for directions to the underground and main station. The TfL

Service Delivery Manager for Southwark has said 80% of the queries are related to

this and it is preventing staff from focusing on bus issues

TfL requested that the TLP install additional wayfinding vinyls around the bus station

kiosk directing passengers to the main station, and underground. An ERI has been

drafted (extract shown) and will be issued to Costain as additional works

Other items

- Additional platform seating

- Cycle stands signage

- Bus routes signage (travel watch)

- Left luggage sign

Additional Project ActionsMarch 2019

Station Transformation TeamNew Seating Installation




Documents

Operational Review...methods used at other stations, including St Pancras, to help mitigate this. Action Station to contact NR HQ to understand methods used at other stations. Response