scope:

Introduction

We all take pride in running the Underground network, and making sure our customers have an efficient and pleasant journey - be that for leisure or commuting. That keen attention to detail within the system is critical to ensuring people feel like they are using a network that cares about them.

Our station environments are central to customer satisfaction: well-ordered stations with good general ambience reduce customers' perceptions of journey time and increase their feelings of wellbeing. You are responsible for many great spaces that our customers move through every day. You enable people to have positive experiences in these spaces; however, often minor elements of poor station presentation can negatively impact on customers' journeys and how they feel about us.

This interactive PDF guide is an evolution of the former 'Station Presentation Handbook'. It offers practical advice on how to deal with ambience-based issues and points you in the direction of people who can help you fix things that you're not able to do yourself. It aims to be a useful companion to help you ensure your stations look the best they can.

If you have any general comments or feedback on this handbook please send these to LU Customer Experience.