A genuine co-design process

The co-design process was driven by genuine collaboration and a commitment to engagement, ensuring that every voice was heard and every piece of feedback carefully considered. Using a human-centred design approach, we made sure that these new trams meet and exceed the expectations of those who will use them daily.

Voices that shaped the G Class

We consulted with a diverse range of Victorians as part of our stakeholder engagement program.

Our stakeholder engagement program

We have been engaging with Victorians since April 2022 to ensure the new tram meets of everyone.

A life-size G Class replica

In October 2023, we invited participants to experience a life-size physical replica of the new tram (called a ‘mock-up’). This was one-and-a-half carriages long and showcased proposed new features of the G Class tram, including the driver’s cabin, passenger information displays, wheelchair and priority seat areas, stop buttons, driver intercom, safety features, seats and decals.

The Next Generation Tram project team worked with Alstom and others to host nearly 900 stakeholders from October to December 2023.

The replica sessions included:

• Human factors testing
  One-on-one sessions with people representing a range of ages, body types and physical abilities, undertaking an extensive evaluation of the replica tram’s passenger or driver features and areas.
  
• Tram driver testing and evaluation
  Tram drivers, operations staff and relevant subject matter experts examined the driver cab and other features.
  
• Accessibility and passenger evaluation
  Passengers, advocates, emergency services representatives and transport subject matter experts examined the overall tram design, including the exterior design, signage, layout, finishes and information systems.

How feedback improved the G Class tram for everyone

Overwhelmingly, all visitors to the NGT replica tram were excited to experience it, with many showing a high level of curiosity and prior knowledge about tram design – including positive and negative design elements from earlier fleets and other light rail networks.

An average of 75 per cent of passenger representatives rated the overall tram design as ‘great’ or ‘good’, while 64 per cent of tram drivers and instructors rated it as great or good.

More than 80 per cent of participants agreed that the standout features were:

• good lighting, with many liking the warmer lighting of three different test tones
• safety, with good visibility throughout the tram
• readable and easy-to-understand printed signage
• easy-to-see digital passenger information display screens
• ‘next stop’ buttons were easy to locate and identify
• sufficient ticket readers on the tram, all in easy-to-reach places
• priority seats and wheelchair spaces with easy access.

Accessibility Participant:

General Stakeholder Participant:

Accessibility Participant:

Secondary School Student Participant:

Non-negotiables on accessibility

We worked closely with passengers with mobility needs to make sure we understood what was most important to them. Their feedback helped shape a tram that’s accessible and easy to use.

These are the priorities and non-negotiables for accessibility that came from those discussions:

• All accessibility needs are equally important
  Passengers said every accessibility feature was equally important. The tram should work for everyone, regardless of their needs.
  
• Consistency across all trams
  Clear and consistent ‘Next Stop’ buttons should be standard across the entire fleet.
  
• Priority seating
  There was a strong focus on ensuring priority seating areas were clearly marked with consistent colours and branding and provided enough space for assistance animals and mobility devices.
  
• Crowding and safety
  The design had to consider crowding, how passengers board and exit, and emergency evacuation.
  
• Human contact
  Some passengers needed to be able to interact with drivers or tram staff when they required extra support.
  
• Clear button distinction
  It was important to clearly distinguish between ‘Next Stop’ buttons and those used for driver assistance or the intercom.
  
• Acoustic environment
  The sound levels inside and outside the tram were considered, especially since quieter trams could affect people with vision impairments or who were deaf or blind.
  
• Inclusive technology
  Technology is needed to cater to everyone, offering different ways to interact with the tram’s systems so no one is excluded.
  
• Onboard safety and stability
  Safety while moving around the tram was critical, and stable, non-slip surfaces and clear access to priority areas are essential.
  
• High-contrast finishes
  High-contrast colours on handrails, seats, and floors were essential for people with vision impairments.
  
• Clear journey information
  Passengers relied on clear information to feel confident and safe.
  
• Tactile signage
  Tactile signage and better contrast between accessibility aids and priority seating made a big difference.
  
• Space for mobility aids
  There had to be enough space for passengers with mobility aids to move around comfortably.

New passenger features based on participants’ feedback

• We’ve adjusted the height of handrails and repositioned seat layouts to keep doorways clear and accessible.
• Two sets of seats now face forward and backward and are clearly marked as priority seats, with extra signage to reinforce their purpose.
• Disruption notifications are now more accessible for passengers with hearing difficulties, including those not using hearing loops.
• For passengers with low vision, we improved tram acoustics to make announcements clearer and upgraded ambient lighting near doors for better visibility at night.
• Ticket readers are angled for easier reach by mobility aid users, and emergency intercoms and door release mechanisms are now at accessible heights.
• Intercoms and stop-request buttons have also been added near priority seating areas for added convenience.
• Doorway lighting is upgraded to improve night visibility, and we’ve added bright, animated lights on door buttons to help passengers locate them more easily.
• Accessibility enhancements in flexible seating include companion seating in wheelchair spaces and safer handrail placements to prevent trips.
• Additional floor contrast makes ramps, turntables, and any level changes easier to spot.
• Passenger information displays (PIDs) now use high-contrast colours for easier reading, and hearing loop decals are more visible across the tram.
• For better emergency readiness, Help Points have been lowered and cleared of obstructive rails.
• We enhanced real-time route information, added clearer signage to manage space near the driver’s door, and optimised the tram’s seating materials and design for comfort and durability.

Driver insights

We established the NGT Driver User Group (DUG) early in the design development to consult and test the design of the tram’s cab. From 2021, tram drivers, health and safety representatives (HSRs), Rail, Tram and Bus Union (RTBU) delegates, depot managers and driver trainers were invited to participate. DUG members represented the depots that will initially operate the G Class trams: Essendon, Kew, Southbank and the CBD Tram Hub.

This group provided a forum for members and other DTP and Yarra Trams staff, including engineering, safety, operations, human factors and accessibility leads, to:

• actively participate in the design review process of the NGT by providing feedback for consideration by DTP and Alstom
• provide input into the design of the NGT at key points during the design and development phases
• ensure that HSRs and employee representatives from designated working groups have their say.

Approximately 70 drivers, driver instructors, and operations professionals with driving experience from across Yarra Trams attended the replica engagement sessions, with 62 participants completing the driver survey. These sessions were invaluable for ensuring the final design of the cab was ergonomic, intuitive and a user-friendly driving experience.

Updates to driver features based on participants’ feedback

• The driver’s cab door was moved to the left side to facilitate easier access for drivers entering and exiting the cab.
• To make operational communications more efficient, we’ve added a second window on the left side of the driver’s cab.
• The layout of push button controls on the armrests was refined based on driver feedback for easier access, and door operation buttons were moved to reduce cramped arm positioning.
• We adjusted the Master Controller’s angle, making it more user-friendly for drivers during operation.
• Full block-out blinds replaced the previous semi-sheer material, improving visibility and comfort for drivers.
• We’ve enhanced the driver’s seat to allow for easier adjustments, ensuring that drivers can find their optimal seating position quickly.
• The Automatic Vehicle Monitoring system interface was enhanced for better usability, ensuring drivers could efficiently interact with its features in the new tram environment.
• Additional emergency stop buttons were added in more convenient locations for quicker access during operation.