New Trams for The Hague

The Hague will be upgrading to new trams in 2026. We advised HTM during the vehicle procurement process and helped the transit company evaluate submissions in terms of aesthetics and user-friendliness. Additionally, we conducted extensive usability tests with future passengers.

Our services
UX in public space

A Pleasant Journey for Everyone

Advising on the Procurement Process

We joined HTM’s evaluation committee as external experts to assess the submissions based on usability and design. Does the exterior and interior design align well with HTM’s brand? What measures have been taken to ensure optimal passenger flow inside the tram? Where can people hold on and steady themselves during the ride? How is accessibility ensured for people using support aids such as wheelchairs? These are all crucial questions in selecting a tram that is accessible to all passengers, whether or not they have special needs.

Usability Research

The winner of the procurement process, the Swiss company Stadler, developed a prototype of the new tram at full scale. We conducted extensive usability research with future users. Residents of The Hague were invited to view and test the prototype, and many attended. We observed and interviewed them while they explored and tried out the new tram both inside and out. This led to recommendations for improvements that will ensure the tram meets user needs.

It's important for me that the wheelchair spot is near the entrance. I want to be there before the tram starts moving.

For Everyone

We took the time to conduct in-depth research with people with special needs. This included individuals with walkers, people in wheelchairs, and those with limited vision. This research once again showed us the importance of designing specifically for these individuals; if they feel insecure because they can't hold on properly, or because there's insufficient space for their wheelchair to manoeuvre, or some other reason, they will avoid public transport, which is the last thing we want.