Accessible Boarding on Sydney Metro Southwest – A Customer-Centred Research Approach

’Assistance-free boarding’ is a key feature of Sydney Metro stations, and Platform Screen Doors with Mechanical Gap Fillers are the technology enablers for delivering this. Boarding and alighting are critical moments in the door-to-door customer journey. If barriers exist, they will disproportionately impact customers who have disabilities, restricted mobility, or are more vulnerable. The research used the context of boarding using the Platform Screen Doors and Mechanical Gap Fillers to explore customer accessibility, safety, and ease more broadly, identifying physical and operational barriers that may impact the customer as they travel on the Sydney Metro Southwest line.

The research used a life-sized mock platform and carriage with a functional Platform Screen Door and Mechanical Gap Filler installed in an active train yard. Extensive site uplift ensured the site and prototype could safely accommodate customers and observers. Thirty-two customers—half of whom identified as having a disability or restricted mobility—participated over two days, simulating the experience of boarding and alighting in multiple different scenarios. To make the experience as life-like as possible, lighting and announcements mimicked operational scenarios, sounds of the metro departing and arriving played and make-shift carriage doors opened and closed.

This design has ensured accessibility and independence to all customers boarding at Southwest Metro stations. Research outcomes recommended technology and operational refinement to auditory and visual cues to build and maintain customer confidence while travelling. These outcomes will positively inform future designs for independent travel. The customer-centred, in-person, in-context research approach meant key stakeholders could see, in real life, how customers with accessible needs are disproportionately impacted by boarding and alighting. This has a long-lasting impact within the organisations influencing decision-making for this (and future) projects.

A NEW TECHNOLOGY IN THE AUSTRALIAN MARKET: This is the first time the Mechanical Gap Filler will be used in Australia. Part of the research sought to understand customer perception of the technology and its safety, security and usability. CROSS-CULTURAL, MULTIDISCIPLINARY TEAM: Meld Studios, Sydney Metro, and Hyundai Movex followed a hybrid-working approach across Australia and South Korea before bringing the team physically together on-site. The multidisciplinary team brought together various experts to collaborate in a customer-centred approach. DESIGNING AN ACCESSIBLE END-TO-END RESEARCH EXPERIENCE: The site was transformed into a safe, accessible research environment. The site uplift included; - 32x10m weatherproof marquee - 340sqm of flooring - A wheelchair lift - Accessible toilets - An accessible shuttlebus Researchers planned participants’ end-to-end research experience, setting expectations of what would happen on the day, organising travel arrangements, and adapting to individuals’ accessibility needs. The team engaged Transport for NSW’s Accessible Transport Advisory Committee (ATAC) to provide feedback on site uplift plans, communication, and engagement through an accessibility inclusion lens. WELCOMING OBSERVERS ONSITE: The team welcomed over 30 observers from Sydney Metro, Hyundai Movex and Transport for NSW to observe the customer experience first-hand and increase awareness of the benefits of customer-centred design.