A pilot study into users' anxiety in the London Underground network environments (for the purpose of re-designing safety information)

Jisun Kim, Olinkha Gustafson-Pearce

Research output: Chapter in Book/Published conference outputConference publication


The aim of the study is to present a novel approach to help relieve customers' anxiety experienced in the London Underground environments, through enabling provision of redesigned safety information. In this paper, anxiety as an emotional state experienced when facing potential threat was measured through a self-report anxiety scale. The findings showed some of the anxiety-inducing situations in the environments experienced by passengers, which include seeing other passengers' anti-social behaviour, overcrowding, noise and late-night travel. The situations demonstrate when passengers' information needs (the gap between the required state of knowledge to resolve a problem in a situation and the current state of knowledge) might arise. Sense of control has been stated as one of the important factors which may buffer anxious arousal. This paper therefore discusses a pilot study which measures anxious arousal and shows preliminary results from the study, and also makes some suggestions based on the results of the study and the relevant literature.

Original languageEnglish
Title of host publicationProceedings of NordDesign, NordDesign 2016
EditorsMartin Steinert, Carlijn Anne Vis, Andreas Wulvik, Casper Boks, Johannes Sigurjonsson
PublisherThe Design Society
ISBN (Electronic)9781904670803
Publication statusPublished - 2016
Event12th Biennial Norddesign 2016 Conference "Highlighting the Nordic Approach", NordDesign 2016 - Trondheim, Norway
Duration: 10 Aug 201612 Aug 2016

Publication series

NameProceedings of NordDesign, NordDesign 2016


Conference12th Biennial Norddesign 2016 Conference "Highlighting the Nordic Approach", NordDesign 2016


  • Anxiety
  • Information design
  • Perceived control
  • Public transport
  • Service design

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