Big in Japan
Speed, punctuality and service – it’s rare to find these words together when describing a rail network. But Japan might be an exception.
Japan has long been at the forefront of innovation when it comes to transportation. From the world-renowned Shinkansen bullet trains to the bustling metro systems in Tokyo and other major cities, Japan's transportation network is a model for the rest of the world. But in recent years, a new trend has emerged in Japanese rail transportation: the mixed-use transport hub.
To sustain and facilitate the growth of its population and economy, Japan has made substantial investments in the development of mixed-use train stations. These hubs boast a range of retail, dining and leisure options all the while preserving the standards of convenience and speed of the rail network synonymous with Japanese transport. Various novel features set some of these stations apart from those around the world.
Convenience
Easy navigation to multi-modal transportation, accessibility and diverse commercial facilities are one of the few aspects a station must get right in order to improve the customer experience. Shinjuku Station is a major transportation hub in Tokyo, and it’s also one of the busiest train stations in the world, serving more than 3.5 million passengers per day. The station has multiple exits and entrances that connect to different parts of the city, as well as an underground shopping mall, restaurants, and other amenities. Recognising the shift towards hybrid and remote working culture, Shinjuku Station and Tokyo Station have integrated both office spaces and co-working facilities for travellers to work from.
Technology
Kyoto Station is a modern train station that features advanced technology and design. The station has a unique architecture, with a futuristic glass and steel structure that houses a shopping mall, hotel and other facilities. The station also features 200 digital screens that provide real-time train information for travellers. In addition, the “Smart Plaza” area offers free Wi-Fi, charging stations and other innovative services. Shinagawa station is also known for its advanced use of technology, such as facial recognition which allows passengers to board trains without a ticket or pass.
With an accelerating shift towards adoption of AI in many industries, stations in Japan have taken the opportunity to deploy various new technologies. At Takanawa Gateway Station for example, robots patrol the floor offering both information on transfers and facilities. As technology advances, we can expect to see even more innovative features and services integrated into these stations, such as virtual reality experiences, autonomous vehicles, and smart ticketing systems.
Offerings
An attractive retail mix is critical to any station's commercial success. Japanese stations have excelled in this regard, effectively transforming themselves into tourist destinations by striking a balance in their offerings.
Kanazawa station (seen above) is a train station that offers a variety of cultural experiences for visitors. The station has a traditional Japanese garden, as well as a museum that showcases local art and crafts. The station also has a food market that offers Japanese cuisine, including seafood, sweets and other delicacies. Tokyo Station is another prime example, offering a wide range of F&B options, including restaurants, cafes and bars.
The development also features a large shopping complex called GranRoof which includes around 200 retailers. These carefully curated and diverse offerings not only attract travellers but also serve as a local gathering place, providing a vibrant and bustling atmosphere that reflect the unique culture of Japan.
The Future
Looking to the future, mixed-use stations in Japan will continue to push the boundaries of innovation and development to enhance the customer experience, whether they are a traveller or passer-by. With constant innovation and development to create a more seamless and enjoyable experience, stations in Japan have transformed from being associated with a hectic, vast, and banal persona to becoming a destination in themselves. As these stations continue to evolve and adapt to the changing needs of travellers, we can expect them to remain at the forefront of customer experience design, serving as a model for the rest of the world to follow.
Shayan Idrees