Merseyrail – 64-Station Analysis
Merseyrail commissioned Wayfinder Ltd to analyse the entire passenger communication system across 64 stations and assess how effectively the network supported safe, efficient movement. With multiple operators, varied station layouts and evolving infrastructure, Merseyrail required a behaviour-led strategy that identified the root causes of confusion and established clear guidance for future development.
Challenges:
Inconsistent signage across a large and diverse network
Design-led decisions overriding behavioural best practice
Conflicting information styles used by different operators and departments
Stations failing to comply fully with recognised statutory and accessibility guidelines
Poor integration between Merseyrail and mainline national rail services
Hidden or poorly positioned information leading to mistakes and delays
No single overarching strategy guiding the network
Our Approach
We undertook a comprehensive station-by-station analysis, observing how passengers interpreted and acted upon visual communication. We examined active and subconscious decision-making processes from reading platform signage to interpreting complex interchange information.
Our final report highlighted:
- Where and why confusion occurred
- Which design-led choices conflicted with human behaviour
- How signage placement affected subconscious navigation
- Opportunities to reduce information overload
- Specific changes needed to comply with best practice and safety standards
We then produced a clear, structured set of recommendations forming a complete roadmap for future improvements across the entire Merseyrail network.
Results
Merseyrail received a detailed, evidence-based strategy that clarified the underlying issues affecting passenger movement. The report created a strong foundation for consistent network-wide upgrades and gave the organisation a clear plan for improving safety, accessibility and the overall passenger experience. The work has helped shape future wayfinding decisions, ensuring the network evolves with behavioural insight at its core.
More Transport Wayfinding
Every project we deliver is rooted in how people actually think, move, and make decisions. The results speak for themselves! Clearer journeys, fewer questions, reduced stress, and environments that simply work better.
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Manchester Airport’s Terminal 1 underwent a major £50 million redevelopment to improve passenger flow, enhance commercial performance and prepare the terminal for increased international travel.
Heathrow Airport Bus Terminal
Serving millions of passengers between Terminals 1, 2 and 3, We delivered a wayfinding strategy for fast, confident and safe movement.
Mersey Rail
Merseyrail commissioned Wayfinder Ltd to analyse the entire passenger communication system across 64 stations and assess how effectively the network supported safe, efficient movement.
Manchester Airport Transport Hub
Manchester Airport’s Transport Hub connects multiple modes of travel including trains, trams, buses, coaches and walking routes into a single gateway for passengers arriving at or departing from the airport.
Let’s Talk Wayfinding
If you have questions about wayfinding, navigation or user experience, get in touch. Complete our short form and we’ll follow up with a friendly, no-pressure conversation.