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Heathrow Airport is one of the world’s busiest international transport hubs, serving millions of passengers each year across multiple terminals.
As part of ongoing improvements to passenger flow, accessibility, and wayfinding, Dewhurst has worked with Heathrow across a number of lift signalisation projects, including Heathrow Express lifts, London Underground lifts, and more recent Terminal 3 modernisation works. A key focus of these projects was improving clarity and usability around lift arrivals in high-footfall, time-critical environments.
Dewhurst was engaged to work alongside KONE to develop a bespoke lift signalisation solution that would enhance the passenger experience while aligning with Heathrow’s operational and design standards.
At busy terminal locations, passengers arriving at lift lobbies were frequently congregating at one end, uncertain which lift would arrive next or where it would stop. This led to uneven passenger distribution, congestion, and unnecessary confusion — particularly problematic in an airport environment where clarity, speed, and accessibility are essential.
The key challenges included:
Improving passenger flow and distribution
Passengers needed clear, intuitive guidance to understand which lift was approaching and where to position themselves.
Designing a bespoke solution for a premium transport setting
The indicator needed to complement Heathrow’s modern terminal environment while remaining highly visible and robust.
Ensuring multi-sensory accessibility
Visual information alone was not sufficient; audible feedback was also required to support inclusive use.
Solutions
Working collaboratively with KONE, Dewhurst designed and manufactured a bespoke glass Demi Cube ‘Next Lift’ indicator, specifically developed to address the behavioural and spatial challenges observed within the terminal.
The indicator provides clear visual and audible identification of where each lift is located and, crucially, which lift is due to arrive next. By distributing information across the space, passengers are naturally guided to position themselves correctly, reducing congestion and improving overall flow within the lift lobby.
The installation proved highly successful, generating positive feedback from both operators and passengers. Its effectiveness in improving wayfinding and passenger behaviour led Dewhurst to further develop the concept into a fully realised product range.
As a direct result of this project, Dewhurst introduced the Demi Cube Lift ID range, applying the same principles of clarity, accessibility, and design-led thinking to a broader range of transport and commercial environments.
