Wayfinding? Wont-be-finding that at Union Station

Written by Grace Bongard

Credit: AndresGarciaM | The image features the interior of a dimly lit Union Station in the daytime and with no people present. There are very tall ceilings and a main archway-shaped window, with signage and train times that are not legible to read. A staircase leads downward in the center.

Accessible wayfinding signage is not just a convenience; it's a necessity for ensuring equal access to transportation. It's about making sure that everyone, regardless of their abilities, can navigate structures such as Union Station with ease and confidence. With the multitude of transportation options available at Union Station, accessible wayfinding signage becomes even more crucial. It's not just about convenience; it's about ensuring every individual has inclusive access to transportation.

The Current State of Wayfinding in Union

Union Station's current wayfinding signage leaves many users feeling discouraged. Stories of lost connections, missed trains, and winding up at unexpected destinations are all too common. These experiences not only frustrate passengers but can also result in missed opportunities and even safety concerns. For individuals with visual impairments, the lack of accessible signage can be especially daunting. A recent news story in April 2023 recounts the experience a Toronto woman with a visual impairment had as she struggled to find her Go-Train coach due to numerous inaccessibility factors. While attempting to navigate the terminal in poorly lit conditions and with no assistance from staff, she was further led astray by the lack of directional signage and was ultimately unable to find her coach. A secondary post also went viral regarding a Union Station employee's hand-drawn map where readers joked that the employees' map (which was written in blue marker), seemingly provided passengers clearer instructions than the professional wayfinding could.

Lost in Union

Navigating your way to the subway system in Union is trickier than expected, especially coming from numerous different entrances to the building.

Suggestions for Wayfinding Improvements in Union

There were a few key aspects witnessed within Union, where we found potential opportunities to improve the accessibility factors of their wayfinding signage. Here are some steps that can be taken to address this for a more seamless experience for all:

1. Clear, Larger, More Frequent Signage:

Union Station could invest in higher contrast, larger, and more frequent signage throughout the station. Passengers should not have to squint to catch a mere glimpse of a symbol and be left guessing which way to go. Instead, they should confidently follow signs that lead them to their destinations. Larger print sizes in the directional symbols such as the TTC and the PATH logo symbols would make them stand out more and easier to see while walking. Increasing the frequency of these symbols would also help, as the sparseness and separation between signage can leave travelers feeling unsure if they are still going the right way. The PATH sign, in particular, does not utilize a high enough contrast colour, making it one of the most difficult wayfinding pieces to locate.

2. Union Station App:

The creation of a Union Station app is a modern solution to a modern problem. This app should offer real-time updates on subway train schedules and provide step-by-step personalized navigation options. There are so many apps that exist for subway transit, but none seem to hit the mark. Providing travelers with multiple routes like the Apple Maps in the car updates in live time while driving on the road, gives ease to those unfamiliar with the TTC. With the implementation starting October 3rd, 2023, where all Toronto cellular carriers must provide service on the TTC, riders won’t have to fear being led astray and can let their phones assist in the navigation.

3. Trained Wayfinding Staff:

Having well-trained wayfinding staff available at Union Station can make a significant difference. These staff members should be equipped with the knowledge and resources to assist passengers, especially those with disabilities. A helping hand and guidance can go a long way in ensuring a smooth and enjoyable experience.

The need for improved accessible wayfinding signage at Union Station is evident. It's not just about improving navigation; it's about making Union Station accessible and welcoming to all. By implementing changes such as the above, we can transform Union Station into a hub that truly serves the needs of all passengers, creating a seamless and inclusive journey for everyone. By advocating for these changes and spreading awareness, we hope that future visits to Union Station can be characterized by ease and convenience, not confusion and frustration. Together, we can make Union Station a model of accessible transportation.