The Consistency of Information based on Observations of Users’ Behavior Regarding the Wayfinding Transfer between Trains and City Buses at Hakata Station in Fukuoka City

Abstract

Background A legible and user-friendly wayfinding system of public transport networks is one of the key factors for improving a city’s intangible value. Therefore, this study focuses on the wayfinding system in the transfer between city buses and trains at Hakata Station to see how the current sign system at Hakata Station could affect people’s wayfinding behavior in order to find methods for improving the system. Methods The study conducted a survey related to the sign distribution and a wayfinding protocol. The signs were classified based on the functions in the survey. The wayfinding protocol included two aspects: 1) a wayfinding experiment that recorded and observed subjects’ wayfinding behavior, and 2) an interview and a questionnaire that were conducted afterward to assess the subjects’ wayfinding behavior. Results It was discovered that the signs, including directional signs, information signs, and identification signs were not consistent based on the mount types, color codes, illumination types, and the height. Bus information at Bus Stop A was not inadequate and integrated; moreover, information such as “Hakata Bus Terminal” and “Bus Stop A-F” on directional signs confused subjects to move ahead at Hakata Gate. The subjects’ behavior patterns were consistent at the JR Kyushu part of the Station Concourse, but they were inconsistent at the Shinkansen Entrance Central Gate and the Hakata Gate. Conclusions In this study, problems were clearly identified and methods were pointed out to improve the current sign system in order to lead people to smoothly transfer from trains to city buses. Also, a proposal based on four points for stations in other cities that were similar to Hakata Station was suggested, such as the consistency of signs at each decision point and path in the wayfinding process, the integrity and adequateness of bus information at bus stops, the clarity of differences between the bus terminal and bus stops at station squares, and the concern for information priorities at the whole sign system.