WELLINGTON INTERCHANGE
CUSTOMER EXPERIENCE
REVIEW & RECOMMENDATIONS
David Boyd / Customer Experience
Leader / 19 August 2016
Attachment 1 to Report 16.439
The area our customers define
as ‘the interchange’
The customers’
view of what the
interchange is,
where it starts
and where it
ends is defined
by where they
enter, connect
and leave on
their journey.
Value-adds:
GROW
PATRONAGE
All public transport
travellers need a
seamless, intuitive
and reliable
connection
between travel
modes on their
journey.
The region’s public transport hub
The
Basics:
ENSURE
ACCESS
FOR ALL
Travellers with
disabilities and
impairments need
consistent,
logically designed
spaces and
assisted service to
undertake their
journey.
Wellington Station
Visitors and
irregular travellers on
public transport need
visitor-centred information
to help them get to
important destinations
and attractions – in
the city and in
the region.
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Better access to RTI
in waiting areas
A visitor-centred interchange
Improved information about
on-route destinations
Assisted migration to
digital information
Concierge assistance
A consistent Metlink experience
An integrated Metlink experience
A public transport
hub catering for a
range of travel
purposes