Observation in Augsburg and Hamburg
While travelling from Augsburg to Hamburg I was able to conduct primary research and observe the user behaviour, the spatial organization, the signage system and potential pain points on those two sites.
User behaviour
By observing travellers, conductors, and visitors at the two selected train stations, several differences in user behaviour and atmosphere became apparent. At Hamburg Main Station, people generally appeared stressed and in a hurry. Many travellers were running or rushing toward their platforms, contributing to a fast-paced and tense environment. The noise level was noticeably high, caused by constant conversations, shouting, phone calls, frequent announcements, and the general soundscape of the surrounding city. The user group was highly diverse, with people of different ages, body types, and cultural backgrounds, and I heard a variety of languages including German, English, and Turkish. Users engaged in a wide range of actions: standing, sitting, walking quickly, running, talking, and calling out to others. Despite these variations, their shared goal in most cases was to move efficiently from point A to point B using public transport.
In contrast, the atmosphere at Augsburg Main Station felt significantly calmer and less rushed. Although the noise level was elevated, mainly due to conversations, announcements, and construction sounds, it remained within a more tolerable range. The user group was still diverse in age and appearance, but linguistically I predominantly heard German. The observed activities resembled those in Hamburg, but with a greater emphasis on sitting, standing, and waiting, and far less running or shouting. Nevertheless, the fundamental goal for most users remained the same: to travel smoothly from one place to another via public transport.
Spatial organization
Regarding spatial organization and design, I observed that Hamburg Main Station is structured around a large bridge that spans across all tracks and connects the various entrances to the platforms. Access to the platforms is provided via stairs and elevators. Each platform stretches from section A to F, making them quite long. Both the platforms and the walkways on the bridge are relatively narrow, which contributes to a crowded and chaotic atmosphere, especially when people move in different directions at the same time. Overall, the space feels dark and confined, as the station is enclosed and only limited natural light enters the building. However, the design language throughout the station is coherent, and the areas belonging to the train company maintain a consistent visual identity.
In Augsburg, the platforms are connected through an underground tunnel that runs beneath the tracks. Users can access the platforms via stairs, escalators, or elevators. The platforms here are shorter, ranging from section A to D, but they are noticeably wider than those in Hamburg. Despite the increased space, their current condition is not ideal, which can make navigating them, especially with luggage, somewhat challenging. The overall environment feels more open compared to Hamburg, as the station is not fully enclosed and benefits from abundant natural light. However, due to ongoing construction work, the visual appearance and general atmosphere lack coherence at the moment.
Signage systems
Focusing my attention on the signage systems revealed notable differences between the two stations. At Hamburg Central Station, the signage system is generally well-designed and functional. The panels follow a coherent visual language in terms of layout, iconography, and color usage. However, I did observe instances where signs were misleading or where additional guidance would have been helpful but was missing. There were also attempts to incorporate directional cues on stairs and floors to indicate walking directions. Unfortunately, many of these markings were either worn down and therefore difficult to see, or unclear in their meaning, which reduced their usefulness.
In Augsburg, signage is used more sparingly, and there are no visible attempts to integrate alternative forms of way finding beyond traditional overhead signs. While the existing system is understandable and relatively clear, its minimal nature sometimes makes it challenging for users to locate specific destinations within the station.
Potential pain points
For the pain-point analysis, I began by reflecting on my own experiences before examining the difficulties I observed in other travellers during my time in the stations. One of the most significant pain points I personally encountered in Hamburg was the narrowness of the walkways leading to the platforms, combined with the absence of escalators. This made navigating the station, especially with luggage, physically demanding and time-consuming. Additionally, the platforms were packed, as many people tended to gather in the central area rather than spreading evenly along the full length. This made it difficult to stand without obstructing others and complicated the process of boarding the train.
In Augsburg, my main challenges were related to missing signage, which caused me to spend a considerable amount of time searching for the public restrooms, and the inconsistent design and varying quality of the platforms. These inconsistencies made traveling with a suitcase uncomfortable and sometimes impractical.
Beyond my own experiences, I also observed several potential pain points faced by other travellers. In Hamburg, many people seemed to struggle with reaching their destinations quickly due to the narrow pathways, opposing walking directions, and the long distances across both the bridge and platforms. Orientation was another notable challenge: some signage was missing, and the exact stopping positions of trains on the platforms were not always predictable, leaving passengers uncertain about where to wait.
A frequent issue appearing in Augsburg was the limited number of exits on the platforms. When trains arrived and passengers needed to disembark, congestion formed quickly, and people often had difficulty identifying the most efficient route to continue their journey.
Information Gathered
This week, I evaluated and analysed the primary data I gathered by conducting first-hand observations on two German train stations. The insight that I gained will need to be supplemented with more observations and also surveys, to get a more general and wholistic picture of the current situation at train stations around Germany. But already paying closer attention to components that are interesting for this project has helped me develop a more realistic look on the problem at hand.
Next Steps
My next step in this project is to define the primary areas of interest for the further research and identify opportunities for targeted design interventions. I also want to conduct further observations and surveys at one or two train stations and collect more closer insights into the experience of various people.
