Public transport professionals must aim to ensure that the whole journey experience is a positive one. Making this happen is not an easy matter and it involves looking in turn at each environment and space customers use in every part of their journey. Design of vehicles and infrastructure (stations, bus and light rail shelters, waiting areas, signage and information systems, accessibility systems) are just some of the aspects to be examined. Customer satisfaction and impression of quality can be further enriched by public artwork, cultural and community actions and other installations that increase the interest and quality of the space as well as the travel experience.   uitp - internation union of public transport