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Public Toilets – What Makes a Great Washroom User Experience?

Public Toilets – What Makes a Great Washroom User Experience?
20 May 2021

New research shows the components of a "five-star washroom user experience."

Excel Dryer UK recently conducted research into what the general public are looking for from washrooms in public spaces (offices, entertainment and hospitality venues, retail destinations) post-COVID. The results show how users respond to factors such as noise, hygiene, aesthetics and efficiency in public washrooms and show how washroom operators can improve the experiences of their users.




Hygiene and Sustainability


Understandably, on the back of a year-long pandemic, hygiene and efficiency were high priorities for users. They want bathrooms to be cleaner and they want to spend less time in them. Aesthetics such as sights and sound also featured prominently, identifying a need for less littering and better noise reduction.

The public are also keen to see better technology used in washrooms. Improving washroom technology touches on a number of key needs, not least the hygiene safety and efficiency that comes from developments such as the elimination of touch, but also the enhanced sustainability possibilities.

In terms of cost-effectiveness and consumer satisfaction, sustainability is a key area where the washroom experience can be improved.




Another area where the two groups are at odds is the look of a washroom. Consumers are looking for an experience that is unified, but 69% of operators stated it’s unnecessary to brand a washroom consistently with the rest of the establishment. The disconnect between areas that have been designed and built to be consistent, with a washroom that isn’t part of that consistency, will likely leave users feeling disconnected.


Other research findings included:

  • 70 per cent want to see more technology solutions used in washrooms
  • More than a third rank washroom noise as an irritant
  • Minimising the time spent in a washroom is deemed essential by users
  • Users are looking for elegant, unified experiences that make them feel comfortable


Simeon Barnes, Excel Dryer UK Managing Director commented, “The results of this research study speak very clearly. Despite increased provisions of general and hand hygiene at facilities, washroom users are looking for faster, more efficient washroom experiences.”

“This reflects developing trends in shared washrooms over the last ten years where we have seen automation and enhanced technology remove touchpoints throughout a washroom. The public are building on that and are doubling down in a post-pandemic environment. They want to feel safer, more comfortable and take less time. They know ongoing developments in washroom technology can take them there and facility managers need to be alert to that.”

Picture: a photograph of a washroom, showing the sink area

Article written by Ella Tansley | Published 20 May 2021


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