A passenger service revolution? Transport design and passenger experience on Tokyo’s urban railway network, c. 1945–2010

Abstract

This article discusses the history of efforts to shape passenger experience aboard urban railways through transport design. Taking Japan National Railways (JNR) trains as a case study, it examines the development of design interventions and organisational polices seeking to increase passenger comfort on Tokyo’s urban railway network in the second half of the 20th century. Industry and popular accounts have often tied the improvement of transport quality and passenger experience aboard JNR trains to its privatisation in 1987. In contrast, this article shows that passenger-oriented transport design has been an integral component in a continuous project to make urban railway travel more pleasant that long preceded this 1987 change in governance structures but has been held back by organisational and structural challenges. In doing so, it highlights that transport design involves the conscious shaping of both the “hardware” (i.e. physical transport infrastructure) and “software” (i.e. passenger-staff interactions) of service, as well as the backstage modification of organisational structures and processes that facilitate this framework. Built on a qualitative analysis of Japanese industry publications, newspapers, and secondary sources, the article thus contributes to literature on passenger experience, mobilities design, and transport history.