scope:

This standard applies to anyone designing new or making changes to existing Customer-Facing Elements and areas of an LU station - typically project sponsors, project managers, asset managers and designers; and anyone responsible for maintaining the ambience of stations. It also applies to suppliers where mandated by the contract concerned.

The standard applies to the design of new works and alterations at all LU stations and parts of stations, including car parks, which are owned by LU or where LU is infrastructure manager or Station Facilities Operator. This includes parts of stations which are used by other Train Operating Companies.

Customer experience while works are being undertaken is covered by S1354 Customer-Facing Requirements for Temporary Works at Stations.

Purpose

This standard defines the customer experience requirements which must be reflected in the design of new, modified and refurbished Customer-Facing Elements and areas of London Underground (LU) stations.

The standard aims to ensure that customer requirements are considered and integrated into the station at an early stage of the design process.