Report to Rapport au: Transit Commission Commission du transport en commun 19 October 2016 / 19 octobre 2016

Transcription

1 1 Report to Rapport au: Transit Commission Commission du transport en commun 19 October 2016 / 19 octobre 2016 Submitted on October 5, 2016 Soumis le 5 octobre 2016 Submitted by Soumis par: John Manconi, General Manager / Directeur général, Transportation Services / Services des transports Contact Person Personne ressource: Pat Scrimgeour, Director / Directeur, / Transit Customer Systems & Planning / Systèmes-clients & Planification du transport en commun (613) ext./poste 52205, Pat.Scrimgeour@ottawa.ca Ward: CITY WIDE / À L'ÉCHELLE DE LA VILLE File Number: ACS2016-TSD-OCT-0002 SUBJECT: OC TRANSPO VISUAL IDENTITY AND WAYFINDING AT O-TRAIN CONFEDERATION LINE STATIONS OBJET: L IDENTIFICATION VISUELLE ET LE SYSTÈME D ORIENTATION D OC TRANSPO DANS LES STATIONS DE LA LIGNE DE LA CONFÉDÉRATION DE L O-TRAIN REPORT RECOMMENDATION That the Transit Commission receive this report for information. RECOMMANDATION DU RAPPORT Que la Commission du transport en commun prenne connaissance de ce rapport.

2 2 EXECUTIVE SUMMARY The opening of the O-Train Confederation Line will mark a major change in the delivery of transit service in Ottawa. Bus routes that formerly operated on the Transitway between Blair and Tunney s Pasture Stations and through the downtown core will be replaced by high- frequency rail service. Most OC Transpo customers will use one of 13 new multi-modal O-Train stations on a daily basis in their transit trips. The architecture and visual identity of stations will be an impressive and exciting addition to the Ottawa city landscape. Transit customers, residents and tourists will recognize signature design and wayfinding elements that distinguish the Confederation Line and highlight the transformation of transit in the nation s capital. In downtown, the O-Train stations will be below ground, providing a very different experience for customers compared to today s bus service. Location and identification of station entrances, comfort and security of waiting areas, wayfinding and orientation through the station, fare payment, and access to information and customer service will all be enhanced compared to the experience customers have today on Rideau, Albert, and Slater Streets and on Mackenzie King Bridge. A distinctive visual identity for station entrances has been developed using the red O graphic symbol that is featured in the O-Train and OC Transpo logos. As OC Transpo customers travel on the new O-Train system, they will begin to recognize the signature design elements that have been incorporated into the station architecture and wayfinding systems. The red O symbol is used as a unifying graphic element that not only identifies stations and their entrances, but defines the stations as an integral part of the larger OC Transpo network. Other prominent recurring graphic elements are a white-on-black system of directional signs, and the circular line number markers for the Confederation Line, Line 1, identified in red, and the Trillium Line, Line 2, identified in green. Depending on when they are travelling, and the origin and destination of their trip, customers will be able to take advantage of many different station services and features. Stations will be equipped with modern amenities such as ticket machines, digital departure time displays, audio announcements, Transecure waiting areas, security cameras, emergency telephones and audio-visual customer help points. The visual identity and wayfinding program has been developed based on customer journey mapping research and focus groups conducted by staff, a review of best

3 3 practices in transit systems around the world, the City s Equity and Inclusion Lens, and applicable standards and guidelines. BACKGROUND On November 28, 2008, City Council approved light rail transit between Tunney s Pasture and Blair stations as part of Stage 1 of the 2008 Transportation Master Plan affordable network. On December 4, 2012, City Council approved the design, build, finance and maintenance of Ottawa s Light Rail Transit Project by the Rideau Transit Group (RTG). This report confirmed that the transit service delivery model whereby the train would replace most buses to and from downtown, and that routes from the east, south and west would connect to the train at terminus stations is aligned with the City s longrange financial plan. As part of the report, Council was provided sample renderings of the planned O-Train Confederation Line stations, demonstrating the general architecture of stations and concepts for prominent visual elements at station entrances. These designs were the outcome of an extensive review process conducted by RTG in consultation with the National Capital Commission and the City. As part of the July 3, 2013, report to the Transit Commission entitled Light Rail Transit Naming, Branding, Retail and Vehicle, as well as the August 21, 2013, report to the Transit Commission entitled Light Rail Transit Station Names and Vehicle Exterior Design, significant high-level design and branding recommendations were approved regarding vehicle design and livery, vehicle interiors, light rail line names, colours and numbers, and station names. On December 9, 2013, the Transit Commission approved the Rapid Transit Fare Control Strategy, which consists of fare-paid zones at major transfer stations, fare gates and fare vending machines at Confederation Line and Trillium Line stations, customer help points at stations, machine-readable transfers with barcodes, and compatibility with future fare payment methods. Throughout 2014 and 2015, staff received preliminary design proposals for signage and wayfinding, developed by RTG. In 2015, a consultant was retained by staff to establish a signage and wayfinding strategy for OC Transpo, building on the established brand as well as an understanding of RTG s Confederation Line signage and wayfinding guidelines. Their method included

4 4 a review of best practices for transit navigation and wayfinding in other cities, as well as consultation with customers. On June 15, 2016, the Transit Commission received three reports, which identified changes and additions to the bus route network, service identification, and the fare system that customers will experience in These reports are: Bus Service Identification Evolution to Coordinate with the O-Train Confederation Line Multimodal Operations; OC Transpo 2018 Route Network Transformation to Coordinate with the O-Train Confederation Line Multimodal Operations; and, OC Transpo Fare System Restructuring to Coordinate with the O-Train Confederation Line Multimodal Operations. DISCUSSION The opening of the O-Train Confederation Line marks a major shift in the delivery of transit service in Ottawa. Bus routes that today operate on the Transitway between Blair and Tunney s Pasture stations and through the downtown core will be replaced by high frequency rail service. Thirteen new multimodal O-Train stations will open along the new rail line, and most OC Transpo customers will use these stations on a daily basis in their transit trips. In downtown, the O-Train stations will be below ground, providing a very different experience for customers compared to today s bus service. The architecture and visual identity of stations will be an impressive and exciting addition to the Ottawa city landscape. Transit customers, residents and tourists will recognize signature design and wayfinding elements that distinguish the Confederation Line and highlight the transformation of transit in the nation s capital. Location and identification of station entrances, comfort and security of waiting areas, wayfinding and orientation through the station, accessibility features, fare payment, and access to information and customer service will all be enhanced, compared to the experience customers have today on Rideau, Albert, and Slater Streets and on Mackenzie King Bridge. At major transfer stations, where many bus routes will provide connections to the train, service will be organized along modern, spacious platforms that provide comfort and convenience for transferring customers. By mid-2018, a new navigation structure will be in place that simplifies understanding of the route network and organizes bus service into meaningful, descriptive categories of Rapid, Frequent, Connexion and Local routes.

5 5 Coordinated route numbers, symbols and colours form the basis of clear communication for transferring customers. Effective design and organization of the visual identity, customer information and wayfinding services within the stations are fundamental to ensuring a successful and positive travel experience. The quality of services and amenities provided in stations will contribute significantly to the overall improved customer transit experience in Designs for the 2018 navigation structure began with the O-Train line colours, names and numbers approved by the Transit Commission in Wayfinding consultants hired by the city in 2015 conducted further analysis, research and comparison with transit industry best practices. Design Principles Staff developed the visual identity and wayfinding program to be clear, durable, and usable by everyone. In particular, these considerations were applied throughout the development and evaluation of the program: Simplicity Ensuring that the look is clean and uncluttered; Clarity Ensuring that stations can be identified clearly from a distance, and that the paths within stations are intuitive and unambiguous; Intuitive Being careful that the identity and signage is effortlessly read and understood by current transit customers, other residents of Ottawa and the region, and visitors; Attractive Making sure that the symbols and signs encourage people to feel comfortable and welcome in the transit system; Taking the long view Being sure that the symbols and signs will retain a contemporary feel for many years to come, and being sure that the signage system is ready for use at all of the stations to come in Stage 2 and beyond; Best in class Undertaking a comparison with the best wayfinding systems from transit systems and other transportation facilities around the world, and being careful not to repeat the mistakes of the past or of others; Usability by all Applying the City s Equity and Inclusion Lens and applicable guidelines and standards on visibility and accessibility, and ensuring that all information is presented equally clearly in both English and French;

6 6 Safety Ensuring that the installations clearly show the safe way through and out of stations, that they do not create any environmental safety hazards, and that the tactile features keep customers with visual disabilities safe; Appropriate for customers approaching the stations by all modes walking, cycling, by bus or train, and being dropped off by car or taxi; Based on sound research Using the customer journey mapping research and focus groups specific to the Ottawa experience and also on the research and experience of the consultant and of other transit systems. New Route Network and Service Identification Bus routes in 2018 will form a coordinated network that is fully integrated with O-Train Confederation Line service: Current express and rapid transit bus routes will be split or shortened to meet the train at major transfer stations; and, Many local routes will be extended from their communities to connect directly to the Confederation Line. As the bus route network is changed, service categories and identification methods are being adapted to simplify navigation decisions and to provide clear understanding of how the bus routes and train lines are integrated. The new navigation structure describes how, where and when bus routes will operate, which routes connect to the train, and where to transfer. Methods for service identification and navigation include new symbols, colours and numbers that will appear on signs, maps, and other customer information systems. The names developed for OC Transpo s 2018 service types are clear, descriptive, and have an identical or similar form in both English and French: Table 1: All Service Types in the 2018 OC Transpo Service Network O-Train Quick, station-to-station train service 2 lines Rapid Rapide Frequent Fréquent Quick, station-to-station bus service Bus service every 15 minutes or less 15 routes 20 routes

7 7 Connexion Quick, convenient bus connection to the O-Train 31 routes Local Custom bus routing to local destinations 63 routes School École Shopper Bus-o-emplettes Event Événement Custom bus service from home to school Free weekly bus trips to and from the mall Direct to Lansdowne or Canadian Tire Centre Para Transpo Door-to-door trips for registered customers routes 5 routes 12 routes Station and Line Identity As OC Transpo customers travel on the new O-Train system, they will begin to recognize signature design elements that have been incorporated into the station architecture and wayfinding systems. In particular, the red symbol O, from the OC Transpo and O-Train logos, is used as a unifying graphic element that not only identifies stations and their entrances, but defines the stations as an integral part of the larger OC Transpo network. Figure 1: Red Symbol O from OC Transpo and O-Train Logos Pylons at each station entrance will carry an internally-illuminated version of the O on a post. The pylons will be placed so that they clearly show where the entrances are into each station and so that they can be clearly seen from a distance. In downtown, where

8 8 the stations are underground and thus invisible at street level, the pylons with the illuminated O will be the markers that show where the station is and how to get to it. Figure 2: Station Entrance Pylon with Illuminated O Other prominent recurring graphic elements are a white-on-black system of directional signs, and the circular line number markers for the Confederation Line, Line 1, identified in red, and the Trillium Line, Line 2, identified in green. Figure 3: Black-and-white Directional Sign O-Train line identities established by the Transit Commission in 2013 were the starting point for developing the wayfinding system:

9 9 Figure 4: 2018 O-Train Map O-Train Confederation Line Line 1 red Trillium Line Line 2 green On maps, the selected colours are easily distinguished from each other, provide high contrast for white lettering, and improve overall legibility by visually separating routes into coloured layers. Colour contrast for lettering is a minimum of 70 per cent, which is the Accessibility for Ontarians with Disabilities Act (AODA) recommended standard. The colour palette has been tested to assure sufficient contrast for readers with red-green colour blindness. Clear representation of colour is not possible in some applications, such as digital LED signs, and of course is not visible for people with some forms of colour-blindness. Symbols have been designed to complement the colours assigned to each service type, to improve legibility and usability of maps, and for coordination of information between maps and signs.

10 10 O-Train Figure 5: 2018 O-Train Symbols Morning Commute Many customers will travel by bus to connect with the O-Train at Blair, Hurdman, or Tunney s Pasture Stations. They can ride a Rapid bus route from a suburban park and ride lot, or catch a Connexion route at a bus stop close to home. In many neighbourhoods, Local routes will also provide a direct connection to the train. These customers will pay their fare as they do today, by tapping their Presto card or by purchasing a single-ride fare when they first board the bus. At Blair, Hurdman, and Tunney s Pasture Stations, buses will travel directly to a platform within the station s fare-paid zone where passengers will disembark. For transfers from bus to train or between buses within the fare-paid zone, there is no requirement to go through a fare gate. Station architecture has simplified the orientation task for arriving customers through an inviting open-concept design that features abundant glass and open sightlines as shown in the Tunney s Pasture example below. Figure 6: Open-concept Design of Tunney's Pasture Station

11 11 Bus platforms are located a few feet away from escalators and elevators that lead directly to the train platform; clear directional signs will guide people quickly and easily to the trains headed downtown. Figure 7: Directional Sign to Train Service Downtown Customers with visual disabilities will be able to find their way to the station entrance, through the station and to the elevators, and to the platforms, by following tactile wayfinding markers embedded into the floor. Bright and tactile barriers will keep all customers safely away from the gap between the two coupled cars of a train. Figure 8: Tactile Markers in Floor Figure 9: Barrier Protecting Gap between Coupled Cars

12 12 Once customers are at the platform, signs will show the direction of the train service from that platform and the travel time to the next stops along the line. Figure 10: Example Sign Showing Travel Times In the morning peak period, trains will depart frequently, so there will be minimal waiting time and no real requirement to know the precise train schedule in advance. This was confirmed with customers in focus group testing. Upcoming departure times will be shown on digital information displays at several locations along each platform, as seen around the world in modern transit systems. Figure 11: Train Platform Digital Information Display Showing Departure Times Departure times will be adjusted in real-time according to each train s progress along the line as it approaches the station. Audio announcements to waiting passengers will precede each train s arrival on the platform and will describe the direction of travel. Unforeseen delays or service alerts will also be shown on the platform displays and announced on the public address system. The trains are big and spacious almost 100 metres in length and with room for 600 passengers. Fourteen double doors along each side of the train ensure quick and easy access for all waiting passengers. Inside the train, a next-station announcement system will announce each approaching station along the line so passengers can prepare to disembark. At the three downtown stations, customers will be protected from the elements when they exit the train onto a

13 13 modern, underground platform. Prominent station names and customized colour accent tiles will help customers identify the station as they arrive. Figure 12: Large Station Name and Colour Accent Tiles Local area orientation maps will be posted at each street-level exit, to assist passengers as they transition to the sidewalk. The image below is a draft design of the local area orientation map for Parliament Station.

14 14 Figure 13: Draft Design of a Local Area Orientation Map Continuing Trips Some customers will continue their commute to work or school destinations that are not located downtown. These customers will arrive at a station on a Confederation Line train, then proceed through the station to another platform to connect to the bus, or to a train on the Trillium Line if they are transferring at Bayview Station. At Hurdman, Blair, Bayview and Tunney s Pasture stations, customers will still be in a fare-paid zone when they transfer. There is no requirement to go through a fare gate. Digital information displays will list departure times for all bus routes and train lines at the station, and will identify the appropriate bus stop for each route and travel direction.

15 15 Figure 14: Bus Platform Digital Information Display The rendering below shows Pimisi Station, where customers headed to Gatineau will transfer from the O-Train platform up one level to a bus stop on Booth Street. Pedestrian Entrances Figure 15: O-Train platform level at Pimisi Station. Pedestrians who enter the O-Train system at intermediate stations will not transfer from a bus or train inside the fare-paid zone, but will enter at street level under a distinctive, open peaked roof line that helps orient people towards the entrance, as shown in the Tremblay Station example below.

16 16 Figure 16: Street-level Entrance at Tremblay Station People approaching from a distance will see an illuminated red O symbol mounted on posts at each entrance, and the O is repeated on back-lit station-name signs above the doorways. Most entranceways also feature a large illuminated lantern box that carries the station name in black-and-white, and encloses the ticket machines, information displays, and customer help points. Where space permits, a large illuminated red O is displayed on the white lantern panels. Ticket machines (see figures 15 and 16), located just outside the fare gates at all station entrances, provide customers with access to a full range of fare payment options, including: Loading a Presto card with a monthly pass or additional e-purse balance; Purchasing a new Presto card; Purchasing single-ride fares at the adult, senior or child rate; Paying with cash, debit or credit; Purchasing a DayPass or, on weekends and holidays, a Family Pass; and, Checking the status of a Presto card. A live video chat service at each ticket machine allows customers to speak to a customer service representative for assistance with their fare purchase. Information

17 17 phones are built into each lantern. Emergency help is available using direct lines to the transit operations control centre. Figure 17: Ticket Machine Placement at uottawa Station Figure 18: Example of Ticket Machine Appearance

18 18 The combination of inviting architecture, convenient services and strong visual identity creates a welcoming and secure invitation at station entrances that both encourages and reassures people as they begin their transit trip on the O-Train. Afternoon Commute Many customers heading home on the Confederation Line in the afternoon will begin their trip at one of the three downtown underground stations, transfer from a bus at a connecting station, or transfer at Bayview from a train on the Trillium Line. Figure 19: Street-level Entrance to Lyon Station with the Illuminated Red O Most of these customers will pass through a fare gate as they enter the O-Train station, either tapping their smartcard or purchasing a single-ride fare at a ticket machine. Customers without a smartcard who transfer from a bus for instance, if they travel by bus from the airport to Hurdman Station will scan their paper transfer at the fare gate. Within the station, directional signs and line maps will quickly lead people to the eastbound or westbound train platform.

19 19 Figure 20: Directional Signs in Station Designated Transecure areas on each train platform will have comfortable, accessible seating, emergency phones and security cameras. Train arrival times will be displayed on digital signs, and each train will be announced on the public address system. As in the morning, trains will depart frequently during the afternoon peak period, and waiting times will be very short. Passengers on the Confederation Line will quickly arrive at their connecting station for transfer to a Connexion, Local or Rapid bus route to take them home. As in the morning, customers transferring at Tunney s Pasture, Bayview, Hurdman or Blair will still be inside the fare-paid zone to board their homebound buses and will not go through a fare gate. Bus routes will be organized along spacious bus platforms equipped with sheltered seating, departure time display screens and Transecure waiting areas. Figure 21: Example Bus Platform Configuration

20 20 At these major stations, bus routes are assigned to one stop amongst several stops on a bus platform. Each bus stop has a unique alpha identifier that is a prominent feature in the bus stop design, allowing it to be seen from a considerable distance. Transit branding is a less-important aspect of bus stop signs in stations, because they are already obviously located within an OC Transpo facility. Figure 22: Bus Stop Signs on Station Platforms Customers Travelling Midday, Evenings and Weekends Customers travelling outside of the morning and afternoon peak period will begin their trip either on a bus or directly at one of the 13 O-Train stations. These customers will have a similar experience to those travelling during peak periods, depending on the origin or destination of their trip. Approximately 100 different bus routes will connect directly to the O-Train Confederation Line, providing a convenient connection to highfrequency service on most trips. Trains will depart from all stations frequently at all times of the day. Because train frequency is aligned with the number of customers who are travelling at that time of day, train service will be least frequent late at night, after the evening classes have ended at the universities and colleges. At those times, connections will be timed and managed between trains and buses at the major transfer stations.

21 21 When waiting times are longer for buses or trains, customers will be able to take advantage of comfortable, secure, and accessible seating in the Transecure waiting areas, and digital departure-time displays. Figure 23: Transecure Waiting Area Planned hours of service for the Confederation Line will allow customers to travel from early morning to late at night, every day of the week. Figure 24: Station Sign with Planned Hours of Service for the Confederation Line Connections for Cyclists O-Train Confederation Line stations have been designed with good cycling connections and sheltered bicycle parking. Within stations, signage will direct customers to nearby multi-use pathways. Outside of stations, bicycle parking will be clearly identified.

22 22 RURAL IMPLICATIONS There are no rural implications for this report. CONSULTATION Staff conducted extensive research on customer journey mapping, including focus groups made up of transit customers and other residents. The objective was to understand the customer s transit experience from their perspective, clearly understand and articulate the interests of the customer, and put them at the centre of all decisionmaking, and then to understand how customer interactions work together to contribute to the customer s overall perceptions and experience of service. This project has served as foundational research for the many aspects of OC Transpo s transition to a multi-modal transit service. Staff have contacted other transit systems with many years of experience with highcapacity rail transit, to learn what has worked well in their cases, or what they have had to improve or would wish they had done differently. Feedback from these transit systems has been incorporated into the design of O-Train Confederation Line stations, including the visual identity and wayfinding systems. OC Transpo receives ongoing feedback from customers regarding service designs and communication methods, and this feedback has also been incorporated into station visual identity features from the outset of the design process. Wayfinding consultants hired in 2015 conducted interviews with transit customers early in their research and review process, and completed this process with focus group testing at the end to validate concepts and designs. ADVISORY COMMITTEE(S) COMMENTS This has not been considered by advisory committees. LEGAL IMPLICATIONS There are no legal impediments to receiving this report for information. RISK MANAGEMENT IMPLICATIONS There are no risk implications.

23 23 FINANCIAL IMPLICATIONS There are no financial implications associated with this report. ACCESSIBILITY IMPACTS All transit signage and communication materials are assessed according to the City of Ottawa Accessibility Design Standards, using the provisions of the Accessibility for Ontarians with Disabilities Act as an established provincial best practice. The signage described in this report will meet the specifications of those documents. The design process for OC Transpo O-Train station identities has taken into consideration the impact of colours, colour contrast, fonts, letter sizes, and symbols to maximize legibility in all primary applications. Standards for simplicity and clarity were also considered in the selection of names and graphics for service types and station features. TERM OF COUNCIL PRIORITIES The wayfinding and identity materials described in this report support the following Term of Council priorities: Transportation and Mobility Meet the current and future transportation needs of residents and visitors through Phase 1 and Phase 2 of the Transportation Master Plan, including ensuring the City s transit services are reliable and financially sustainable. Continued focus on improving mobility during the LRT implementation, and support for alternative transportation methods including cycling and walking, as well as transit. Service Excellence Improve client satisfaction with the delivery of municipal services by measurably strengthening the culture of service excellence at the City, by improving the efficiency of City operations, and by creating positive client experiences. Sustainable Environmental Services To provide sustainable environmental services that balance protection of our natural resources and support the planned growth of the city with the duty to ensure fiscal sustainability and meet legislative requirements in the delivery of municipal services. DISPOSITION Staff will undertake any further direction from the Transit Commission.