What You Want, is What You Should Get: Customers' Wishes in the Process of (re)-development of Inner-city Railway Areas

What You Want, is What You Should Get: Customers' Wishes in the Process of (re)-development of Inner-city Railway Areas


M van Hagen, Dutch Railways; G-J Peek, Delft University of Technology, NL



?What you want, is what you should get.? Customer?s wishes in the process of (re-)development of inner-city railway station areas.

Three development strategies This paper provides recommendations for managing customer?s wishes in (re-)developing processes of inner-city railway station areas. Users of stations want a reliable, safe, fast, easy, comfortable and pleasant interchange. This means that besides speed and safety, quality in the sense of comfort and experience add value to the appreciation of the interchange. Focussing on the consumers? appreciation of travel time leads to three strategies in which value can be added to the interchange:

# Accelerate: speeding up individual trips and taking away the hassle of interchanging;
# Condense: concentrate origins and destinations near the station and improve the quality of the station surroundings;
# Enhance: adding facilities that enhance the comfort and experience of interchanging.

h4. Test case: ?s-Hertogenbosch

These three strategies have potential of fulfilling a leading role both in the (re-)development process of the station area, as well as in the design of the actual spatial solution, which should be the result of the process. This hypothesis is based on research done on the redevelopment of the station area of the Dutch city of Hertogenbosch, which is widely regarded as a successful example of such a redevelopment. The redevelopment consists of a new station, two parking garages of 300 and 1070 places, 1495 apartments, 189.600 m2 offices (10.000 employees), 45.000 m2 education (13.000 students) and 35.000 m2 commercial space.

Based on ?s-Hertogenbosch the paper shows how the three strategies are used in the process and in the design of the station and it?s surroundings. Key element in this development is the simultaneous use of both transportation facilities and real estate in order to create synergy between both identities of a station: as a node in transport networks and as a location in the city.

The case shows that managing the process by using the three strategies, whether this happens consciously or unconsciously, focuses the process towards opportunities for synergy between the different stakeholders involved. This synergy is hidden in the border areas between supply and the use of transportation services and accommodation.

Core elements in the creation of synergy are the position of the location within the transportation networks and the surrounding urban area, the quality of the transfer and the surrounding environment and the intensity of the use of the location.

h4. Spatial development

The process in ?s-Hertogenbosch resulted in a design which is based on a clear functional division in three spatial areas, based on differences in their primarily function: 1. Transfer area: in the heart of the interchange transfer and travel related services are located. Acceleration is the key word. 2. Station environment: around the transfer area facilities for commercial activities and meeting places make transfer time useful and pleasant. Emphasis is on enhancing comfort and experience. 3. Station area: condensation of less travel related activities and attractions are located here. Concentration of these functions reduces travel time and hassle and enhances the urban environment.

The station area is almost finished now. This means that we are more and more able to evaluate the location as a whole and thereby getting an idea of the synergy created.


Association for European Transport