Bringing Brussels’ transport control teams into one shared operational centre
STIB/MIVB operates Brussels’ public transport network across metro, tram and bus services.
To improve coordination across the network, STIB/MIVB wanted to bring several dispatching and control teams into one integrated Operations Control Centre. These teams were responsible for operations, safety, security, energy, infrastructure control, passenger information and assistance.
Namahn helped design the future control centre from a functional, ergonomic and organisational perspective, so the new environment would support both daily operations and the wider change in how teams work together.
The challenge
The ambition was not only to create a new control room.
STIB/MIVB needed to integrate teams that were previously spread across different locations, each with their own routines, responsibilities, tools and working culture.
The new centre had to support better coordination between metro, tram and bus operations, especially in moments of disruption, when passengers need clear information and alternative routes across different modes of transport.
The challenge was both physical and organisational: designing a space that would improve collaboration, situation awareness and decision-making, while helping teams adapt to a new way of working.
The solution
The future Operations Control Centre was designed around how the teams actually work.
The solution combined functional analysis, physical and cognitive ergonomics, spatial layout and change management support. The work translated operational needs into a control room layout, workstation requirements, communication principles and supporting procedures.
The preferred layout was tested through real-world scenarios, using simulations and models to check whether the space would support the right information flows, interactions and operational decisions.
Beyond the design of the space itself, the project supported the transformation from separate control environments to one shared operational setup: furniture and technical requirements, building-site follow-up, communication tools and procedure updates all had to move in the same direction.
The approach
The work started with field studies in the existing control rooms to understand current practices, collaboration patterns and differences between teams.
From there, Namahn mapped the interactions between the different entities: who needs to see what, who needs to hear whom, where teams need to collaborate, and what information they need at each moment.
The future layout was developed through participative workshops with stakeholders and day-to-day managers. Different options were made visible and tangible, so assumptions could be discussed, tested and refined together.
The design was validated through scenario-based testing, including role-play with a scale model and virtual simulations. This helped STIB/MIVB evaluate the future control centre before implementation and create a stronger foundation for organisational change.
