Defining practical “consistent look and feel” for light rail customers and road users

With the move towards integrated public transport systems, providing a consistent look and feel for both customer service and marketing purposes has become more important than ever. The Human Factors profession recognises that consistency in the system can reduce injuries and errors, increasing safety. However, consistency in look and feel is not well defined. This paper describes how a transport agency defined what is meant be consistent look and feel so that the benefits of consistency could be gained without providing unnecessary constraints on the systems designers. The result is a publically available guideline for suppliers of light rail to NSW.