Designing road tunnels to optimise user experience and safety: a user-centred approach

User-centred design puts user needs and requirements at the center of product design and development. This paper outlines an approach used to define road user needs to optimise the customer experience and safety in Sydney road tunnels. This involved a literature review, focus groups and a self-reported online survey to obtain information regarding what drivers/riders do and do not like about driving in tunnels, and what they perceive they need and would like to see in future tunnels. Six focus group discussions, and three separate interviews, were conducted with Sydney tunnel users. Five hundred respondents completed the survey. This paper describes the study aims, methods and findings.