METRO TRAINS
INNOVATIVE PASSENGER-CENTRIC COMMUNICATION FOR MELBOURNE’S LARGEST RAIL PROJECTS
As the Project Communications Lead for Metro Trains Melbourne, I led passenger disruption communications for several critical infrastructure projects, including the Melbourne Airport Rail and multiple Level Crossing Removal projects. My role was essential in managing project communications across the Melbourne Metro network, ensuring passengers were well-informed of the impacts and benefits of each project. Collaborating closely with the Department of Transport and Melbourne Transport Infrastructure Authority, I spearheaded innovative solutions to enhance passenger engagement and information accessibility.
To address the challenges of large-scale passenger disruptions, I developed a comprehensive communication strategy focusing on accessibility, clarity, and real-time updates. This included the use of disruptive yet supportive technologies such as chat-bots and digital kiosks designed to provide immediate information to passengers. The strategy combined various communication channels—out-of-home advertising, train announcements, digital platforms, community engagement, and events—to ensure messages reached diverse passenger demographics. By leveraging data-driven insights and community feedback, we created an adaptable approach that minimised disruption impacts and maximised passenger satisfaction.
DELIVERABLES
Project Communications Strategy
Stakeholder Engagement
Community Engagement Events
Disruption Management through OOH advertising, train announcements, and digital platforms (web, social, wayfinding)
Leading innovative communication tools implementations such as Chatbots, Interactive Digital Kiosks and Network Poster Designs
Coordination with external agencies such as PTV, Yarra Trams and Department of Transport
Internal Communications including staff briefings and training
Post-disruption analysis for continuous improvement
