Inclusive Design Ticket Sales Referenced by Network Rail
Network Rail’s Station Facilities & Amenities design manual (NR/GN/CIV/200/03) references inclusive ticket‑sales design guidance originally developed by Ideas Limited. That work was led by Ottetto’s founder, Keith Lovelace, and continues today through Ottetto’s inclusive‑design consultancy.
Our approach integrates human‑factors, ergonomics, behavioural insight and operational rail constraints to create ticketing, information and passenger assistance environments that are inclusive, buildable and compliant with industry standards and regulations.
Inclusive Design Principles
We design ticketing and information desks that are easy to use. They are comfortable, welcoming and open to everyone.
Technology Integration (Point of Sale)
We identify technology needs at project start, enabling smooth integration into counter design and effective future‑proofing.
Design Support Services
We provide practical design design, ergonomic input and security performance across retail ticketing and customer assistance environments.
Originators of the Patented Counter System for Ticket Sales
As the originators of the patented counter system for ticket sales, Ottetto brings a level of clarity and practical understanding that many projects only discover too late.
Our early involvement helps remove ambiguity, resolve critical ergonomic and operational details, and ensure technology requirements are integrated seamlessly into the physical design. Too often, these decisions are left until later stages, leading to errors, redesigns and frustration for user groups and customers. Engaging Ottetto from the outset supports confident decision‑making, reduces risk and ensures the ticketing environment is shaped correctly the first time.
Step One: Requirements Definition
Early identification of customer, operational and business‑case requirements ensures the ticketing environment is shaped around real needs from the start.
Step Two: Customer Journey & Experience Strategy
Mapping the customer journey — including ticketing, information and wayfinding — provides clarity, reduces ambiguity and aligns every touchpoint with user expectations.
Step Three: Collaborative Technical Detail Design
Technical detailing is developed in coordination with structures, cladding and M&E to ensure the counter system integrates seamlessly and avoids late‑stage errors.
Counter System
Counter System – Patent GB2497547B, manufactured under license.