Humanising Communication

Humanising Communication makes the timetable, delay and time displays in Eindhoven Station more welcoming and local. It connects travellers to the train network through small changes to the existing audio visual information systems. By changing the tone of communication, NS will ensure a more enjoyable, exciting and joyful journey.

Humanising Communication makes the timetable, delay and time displays in Eindhoven Station more welcoming and local

The Dutch rail network is one of the most geographically dense in Europe; has one of the busiest timetables; and a new and efficient delay notification system. One timetable clerk remarked that he had a good day at the office when he didn’t have to do anything – the system runs automatically. Travellers see little of the people behind the system. Efficiency and convenience have replaced personal interaction.

This project re-humanises the connection between NS and the travelling public. It highlights the way travellers receive information, and defines Eindhoven as a distinct network.

The four projects address the audio notification messages; the communication of delays through screens; perception of the timetabling and delay system, and the awareness of time.  These subtle interventions demonstrate how NS can improve its human connection to the public.