摘要
Stations are often regarded as change engines--places where passengers have to change as quickly and efficiently as possible from one mode of transport to another. Underpinned by research, NS （Netherlands Railways） currently takes the view that stations should be transformed into dynamic urban portals that not only facilitate a speedy transfer but also make the stay at the station more enjoyable. To discover which aspects the customer perceives as important, NS developed a research method that is based on enviromnental psychology and with which the impact of passengers＇ waiting and station experience can be measured. This article addresses the measures taken, the method of measurement and the measurement results. Examples of such measures are： experimenting with colour, light, music, infotainment and increasing and repositioning the shopping facilities. Our studies not only showed an increase in the score for the general evaluation of a test station （Leiden Central Station） with one full point but also significant positive effects on various aspects of waiting and experience.
