Merseytravel’s main Travel Centre, in Liverpool, is located at Queen Square and offers visitors face-to-face assistance for tickets and travel information. Merseytravel is a strategic transport advisor to the Liverpool City Region Combined Authority and is responsible for its transport delivery.

As with all our projects, we visited the Travel Centre to monitor how customers (and staff) use the space. We observed customer behaviours to help us with space planning the Centre. Customer flows were confusing, so we focused on clearly defining ticketing areas from those visitors just wanting to buy a souvenir.