Wayfinding refers to your ability to determine your location and then to plan and follow a route. This includes the actual signs, placement, words and icons/symbols presented to you.

Metro debuted the first part of a pilot program of improved wayfinding in Fall 2023 at L'Enfant Plaza Metrorail Station. Our goal is to make it easier for you to orient yourself within the Metro system with new signs sporting an updated set of directional characteristics, along with more easily recognizable icons to help you navigate from the station to your chosen destination.

We're rolling out the pilot, designed to make using Metro a more seamless and enjoyable experience, in multiple phases through the beginning of 2024.

Have you seen any new signs at L'Enfant Plaza while you're traveling? If so, what do you think?

Take a quick poll

Starting With You

Enhancing the experience on Metro started by listening to you, the customer. Your feedback directly influenced the improvements we are making to the system. To better understand your needs, we carried out customer surveys that highlighted the issues you encounter during your trips. For example, in March 2023, we surveyed a random sample of Metrorail customers and made a number of key discoveries about the directional challenges they faced in their riding experience over the past 12 months.

Turning Insights into Action at L'Enfant

To shape the design of our pilot at L'Enfant Plaza, we've collected feedback from thousands of Metrorail customers through online surveys. For instance, in August, we asked a random sample to compare different totem designs with the current one. The design highlighted below in yellow was the clear favorite.

Accordingly, in September, we acted on the feedback we received from our customers to pilot this alternative totem design below at all L'Enfant Plaza entrance/exits.

Creating An Easier Path

Once we learned 39% of customers had at one point taken the wrong entrance/exit, we tried to think of a better way to orient customers to help them make the correct directional decision.

To start, we're taking global best practices across some world class Metro systems like Tokyo, Seoul, and Paris by introducing lettered pathways with signs at key decision points outside and inside the station. Today, you'll notice:

• Entrance/Exit A as 7 St, Maryland Av / Air & Space Museum (elevator accessible)
• Entrance/Exit B as 6 St, Metro Headquarters/LIFT Office
• Entrance/Exit C as 9 St, L'Enfant Plaza (exit for hotels, food court, government buildings and the International Spy Museum)

When all phases of installation are complete, you will be able to find these letters along the way both in and out of the station on overhead signs, wall signs, the Station Manager kiosk/fare line, outside totems and on popular transit map mobile apps (e.g., Google Maps and Transit.)

Centered Around Inclusivity

Created with customers and community in mind, all new signs we're installing during the pilot contain some new words or icons intended to help you navigate Metro and make connecting with the places and services you need easier. Some additional highlights include:

• Clearer accessible pathways. Using universal symbols, we've tried to make it clearer where to find the elevator and when riding where to get in, out and between platforms at the station.
• Cardinal directions. Instead of just stating a train destination like "Vienna" or "Branch Av" we've added the universal directions of North, South, East and West (and Northeast & Northwest for Red Line travelers) to our train-line labeling to help customers orient themselves faster to where the train is going.
• Regional connections. Key transportation providers such as Virginia Railway Express (VRE) as well as both Ronald Reagan National Airport (DCA) and Washington Dulles International Airport (IAD) are labeled on most overhead signs, wall signs, and digital signs throughout the station.
• Key transfers. Our rethought station-ahead lists may not show every station along your line but do call out other Metrorail lines and the right stations at which to transfer.

Real-Time Digital Information

Creating a modern digital passenger information network is another key piece to support wayfinding improvements. We've rethinking everything to help bring one, consistent look at the information customers want.  We've installed new passenger information displays at L'Enfant Plaza (and other stations this year), along with a brand new passenger information design. Our real-time station ahead lists tell you when the next train is coming and the next stops along the journey, to help give confidence customers are getting on the correct train.

Neighborhood Connections map

The revamped Neighborhood Connections maps aim to orient customers on the way out of our stations. The top portion serves as a key and highlights points of interest beyond each exit, serving as confirmation that the best entrance is being taken to local destinations.  New features of the map include local landmarks, walking distance time estimates in concentric circles, and regional transportation connections including bus, bikeshare and commuter rail.

Consistency is Key

Numerous contributors are involved in developing travel information, which in the past has led to some inconsistencies for our customers. As part of our wayfinding improvement efforts, we are creating a new set of guidelines in data, abbreviations, directions and other information to ensure uniformity across all customer touchpoints. Our goal in 2024 is to revise our information to be consistent, such as standardizing station names - like "Virginia Sq-GMU" instead of "Virginia Square-GMU" or the use of "Av" instead of "Ave" and "Avenue".

What Do You Think?

(Be honest.)

Your feedback is crucial to Metro and the success of this pilot. It's not too late to let us know!

Take a Quick Online Poll

Keep an eye out for more on-site and online surveys soon. If you're approached by a Metro employee asking for feedback, please take a moment to share your thoughts. It helps everyone to have a better customer experience.