Case Study: Sydney Metro achieves a world-class customer-centric airport metro experience with Symplicit

Sydney Metro designs a 6-station customer experience with Symplicit

Symplicit was engaged by the BMC Consortium for the Sydney Metro Western Sydney Airport Line to help define a world-class, customer-centric metro experience. The challenge was to embed customer needs into the core of the station precinct design to create welcoming, intuitive, and safe spaces for a diverse range of users, including airport passengers and local community members.

To address this, Symplicit implemented a human-centred design process that included deep customer research, journey mapping, and cross-discipline collaboration. This approach ensured design decisions were customer-led and future-focused. The solution included the creation of a Customer Experience Satisfaction Metric to measure success. As a result, the six new station designs each feature a unique identity reflecting the local area, and are intended to provide a frictionless, multi-modal travel experience that alleviates travel anxiety and strengthens community connections.

Sydney METRO