The way people use public transport keeps changing. As more people started paying using phones or cards, there was less need for ticket offices. Moving staff to the ticket hall to support customers there using new mobile and vending technologies made sense – making better use of staff and space and serving people better. For it to work, the transition would need to be handled well.

First of all, we worked to understand customer needs and defined a new station model with customer service at the core. Then we facilitated an engaging and creative approach to working with staff through this transition.

A core team of 22 station staff from across London were trained to facilitate design workshops where teams collaboratively designed and prototyped aspects of the new station operating model. The operations in question included; supporting purchase at ticket vending machines (TVRs) advising customers and delivering on the principle of being visible and available to customers.

In addition to radically improving the way London Underground delivers customer service, the programme also delivered significant cost savings and efficiencies. Transport for London successfully closed 286 ticket offices and installed 150 new ticket vending machines. This was achieved without people feeling sidelined. The highly engaged workforce continues to provide assistance, support and a feeling of security to travellers on the London Underground, continuing to adapt to changing needs and technology.