High Speed 1 (HS1)
Enquiry Desks (Information Points)
OUR CLIENT'S CHALLENGE
Our client, YJL Infrastructure Ltd (YJLi), needed a contractor with design expertise and a real focus on design investigation and detailing. They were wanting a contractor for the design and build of ticket offices, customer information points and staff accommodation for three stations for HS1 – Britain’s first high-speed railway. The project involved the design, manufacture and installation of various joinery related items at St Pancras, Stratford and Ebbsfleet International Stations for this prestigious rail infrastructure project.
WHAT WE DID
From the start, we worked closely with YJLi and their appointed architects to help deliver their design for ‘open plan’ ticket offices. The central challenge was the removal of unnecessary barriers between staff and customers, whilst retaining staff security and safety. Improving the customer experience and staff comfort was paramount throughout the design process.
We conducted research in the existing work environments and our interviews with staff proved critical in identifying improvements. Full size mock ups were constructed to evaluate the ergonomic performance and integration of technical equipment. Our new design for Enquiry Desks incorporated technology, providing customers with a human and digital interface. We also modified the design to create information points which can be transported to different locations.
In this project we delivered a one-stop-shop for design and build, project management and installation. Because of the innovation in our solutions and the complexity of the whole project, it was essential that we maintained excellent communication with other stakeholders to manage the workflow effectively. Our technical and ‘3D’ drawings were crucial to this process.
THE OUTCOME
The Enquiry Desks (Information Points) we designed and created for HS1 are landmarks. They have provided insight into the future of ticketing and customer fulfilment at other major stations, where there is now more focus on hosting TVMs and providing customers with information.
"Quality, and improving the customer experience and staff comfort was paramount throughout the design process."