John is a practising architect and urban designer with 30+ years of experience in the design, construction and operation of railway buildings. These include Red Line (Tel Aviv), Hs2, Sydney Metro, Abu Dhabi Regional Railway, Elizabeth Line (London), Taiwan High-Speed Rail, and Northeast Line (Singapore). In addition, he has experience as an urban designer, designing new towns (Punggol in Singapore) and cities (Putrajaya in Malaysia) and developing oversite and adjacent transit-oriented development. John's academic interests support his work in practice by considering practical ways to improve passengers' experiences of service and inclusivity within transport buildings. He has published several articles and conference papers and is preparing to submit his PhD thesis this year. He also peer-reviews articles submitted to ICE journals.
Title of talk: Better Customer Experiences Benefit Everyone. Applying Service Design methods to new underground train stations