Using Psychology and Engagement to Improve Cleanliness in Train Toilets

Cleanliness, comfort and a pleasant travel experience are anything but secondary for Emilie. As a Quality Coordinator in the “Trains et Matériel” department at the CFL, she deals with an issue that is crucial for many passengers but often only noticed when it’s lacking: the quality of sanitary facilities on board trains.

“Clean toilets are a key comfort criterion for our passengers,” Emilie explains. This is consistently confirmed by customer surveys, in which cleanliness – both in stations and on trains – regularly ranks among the top priorities. For Emilie, it quickly became clear that there was real potential for improvement.

A Pilot Project with Impact

In 2025, the team coordinated by Emilie launched a pilot project that deliberately took a new approach. Rather than focusing exclusively on cleaning schedules or technical adjustments, the team opted for an innovative psychological concept. In April 2025, the first multiple unit of the 2300 series (KISS) was fitted with a newly designed toilet interior: the walls were decorated with large-format nature imagery – ranging from mountains and seascapes to iconic views from Luxembourg.

“Experience from other European railway companies shows that toilets featuring nature imagery tend to stay clean for longer and are used more respectfully overall,” Emilie explains. This is where a concept from behavioural research comes into play: nudging.

Small Impulses, Big Impact

The idea behind “nudging” is to gently and subconsciously influence human behaviour in a positive way – without bans, instructions or pressure. “Beautiful, natural environments are automatically treated with more respect,” says Emilie. “Our assumption was therefore that the new design would not only enhance comfort, but also lead very concretely to cleaner toilets.”

An approach that has clearly paid off: today, all 21 multiple units of the 2300 series (KISS) are equipped with the new interior panelling. Alongside international nature scenes, familiar Luxembourg landmarks can now also be found – such as the square around the Gëlle Fra or the chapel in Wormeldange overlooking the surrounding vineyards.

Comfort Starts with the Details

For Emilie, the project is a great example of how thoughtful design, psychology and customer needs can come together. “Sometimes it’s precisely the small details that make the biggest difference in how a journey is perceived,” she says. A quiet place with a view – it not only brings a smile, but also enhances well-being on the move.