Item - 2025.TTC1.4

The TTC Board:

1. Received the Interim Wayfinding Strategy Update report for information.

2. Requested that TTC staff work with the Head of Property and Asset Management of Union Station and the Manager of Transit and Infrastructure at Corporate Real Estate Management, and with relevant staff at Metrolinx to report back on a wayfinding strategy for Union Station as part of the Final Wayfinding Strategy.

The TTC Wayfinding Strategy aims to guide people and align all parts of the TTC network that affect how customers find their way. The TTC is in the process of refreshing its Strategy with a renewed focus on the digital landscape. This interim report provides the rational for an updated wayfinding strategy, and a proposed broader wayfinding scope.

The current wayfinding objective is to update physical signage throughout TTC stations, stops and vehicles, supporting multi-modal and multi-agency movements. On the surface network, stop markers and maps have been updated. In stations, several types of signage have been updated through operating and capital projects. As we continue to procure new vehicles, livery and decals reflect new standards. The Wayfinding and Signage Standards followed have been durable and meet many current needs, however, full implementation is ongoing, and, in many cases, stations are partially updated, creating customer experience gaps for navigation. Since the original standards were created, the expectations of customers and the digital world have evolved significantly. Four key drivers contribute to the need for an updated Strategy:

1. The discipline of wayfinding has evolved to encompass a broader range of sensory touchpoints broader than maps and signage as people move from place to place. The navigation experience should be consistent with what customers hear on audio announcements, what they see on signage and vehicle destination screens and extend to the experience on customer’s personal devices.
2. The Standards require tools that can implemented during planned diversions and unplanned disruptions to ensure customer expectations are met.
3. The current Standards are not fully implemented system-wide and require project management, resources and funding to complete.
4. Metrolinx DS-03 Wayfinding Design Standards has been introduced for signage and maps within the TTC environment for expansion projects.

Our goal with this Strategy is to establish a framework for implementing a comprehensive wayfinding solution across the TTC that ensures no customer feels lost or disconnected in our current environment. This framework will focus on enhancing the customer experience by integrating forward-thinking systems, optimizing existing resources and building on proven strategies. By embracing new technologies, we aim to adapt to evolving language needs and reflect the diversity of our community, ensuring inclusivity and accessibility for all.

The Strategy will build on the existing TTC 5-Year Corporate Plan, 5-Year Accessibility Plan and 5-Year Service & Customer Experience Action Plan and will be informed by the current-state inventory, customer and employee feedback and with a focus on international best practices for multi-modal local-regional transit wayfinding.

In keeping with emerging wayfinding principles, the Strategy will address an expanded scope of the following key wayfinding elements:

• Accessibility
• Language
• Maps
• Universal design
• Integration with cityscape
• Transit partner connections
• Static and digital signage
• Customer support
• Audio
• Illumination of pathways
• Sustainability

Consultation with customers, stakeholders, transit partners, TO360 (City of Toronto’s pedestrian wayfinding system) and the surrounding region will be a key component of the Strategy, to best meet the needs of transit users in Toronto and the GTA. While there is an expectation that the Strategy will identify short term opportunities, a priority will be placed on leveraging existing wayfinding investments and sustainability, thereby minimizing new and life-cycle costs and ensuring that the system remains relevant as the city grows and evolves.

Successful wayfinding promotes better navigation through the system, information about accessibility, reduces travel time, minimizes frustration and increases the likelihood of repeat use. By prioritizing wayfinding, the TTC can not only retain and support their existing customers but attract new and repeat customers through positive and effective customer experience. By creating both a short and long-term strategy, it allows for immediate opportunities and gradual adaption to changes in infrastructure, technology and user needs, to foster a stable and familiar navigation experience for our customers for the next 15-20 years.

This interim report is to inform the Board of fundamental directions informing the development of the updated Strategy and is presented to the Board to enable input prior to a final Strategy. These fundamental directions include:

1. Estimates of current Standards implemented across TTC stations, vehicles and surface stops and preliminary outstanding wayfinding requiring funding.
2. Review of the current environment for consideration in the Strategy:
3. Broadened scope to emerging best practices of wayfinding
4. Preliminary considerations of DS-03 Wayfinding Design Standard
5. Overview of the process to update the Strategy

The Strategy will be presented with priorities and a roadmap to the Board in May 2025, in advance of 2026 budget planning.