Researching Interchange at Bristol Temple Meads

The research focused on three key routes: to the Bristol Ferry, the Airport Flyer bus, and trains to the north of the city. The aim was to uncover where friction exists for passengers when switching between transport modes, and to identify opportunities to improve the experience.

The findings are designed to support future innovators, providing a rich evidence base that highlights real passenger needs. Insights from the report can inform the development and testing of new ideas within the Station Innovation Zone, with the potential to be applied more widely across the UK transport network.

The approach

To build a rounded picture of the interchange experience, Mima developed a multi-method research plan. This included surveys, journey shadowing, and intercept interviews with over 150 people. Engagement sessions with stakeholders from across the transport system helped shape the research and ground it in real operational contexts.

The outputs include a summary report and a detailed research report, offering insights into travel behaviours, challenges and opportunities. A persona tool was also developed to support innovators in designing with a wide range of users in mind.

What happens next

Although the research was commissioned to support the Station Innovation Zone, it has already helped bring partners together to think differently about the interchange experience.

One stakeholder shared, “We sometimes just focus on the station-to-station travel aspect of their journeys. These insights will help us deliver that overall user experience from first to last mile, with BTM being at the centre.”

We hope this work will continue to inspire collaboration between transport providers, local partners and innovators to improve interchange across the UK.

Railway Station Interchange Case Studies summary

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