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Journey mapping from a crew's perspective : understanding rail experiences
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Oliveira, Luis, Birrell, Stewart A. and Cain, Rebecca (2020) Journey mapping from a crew's perspective : understanding rail experiences. Applied Ergonomics, 85 . 103063. doi:10.1016/j.apergo.2020.103063
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Official URL: http://dx.doi.org/10.1016/j.apergo.2020.103063
Abstract
Technological developments present diverse opportunities to modernise services for the rail industry. Systems can be implemented to improve passengers’ experiences, but these may also affect the experiences of crew working on board trains. This first-of-a-kind research extends the concept of customer journey mapping as a design tool to understand the experiences of train crew. To produce these crew journey maps, interviews and user observation methods were adopted (N = 22). Results show that two main negative touchpoints for the crew occur at the platform-train interface and during revenue protection activities. This paper presents an innovative methodological contribution around journey mapping to better understand rail experiences, but revolving around the crew rather than the expected consumer experience. We conclude this paper proposing requirements for technological systems and indicate opportunities for the design of systems to generate human-centred improvements for the working practices and experiences of train crew.
| Item Type: | Journal Article | |||||||||
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| Subjects: | H Social Sciences > HE Transportation and Communications H Social Sciences > HF Commerce |
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| Divisions: | Faculty of Science > WMG (Formerly the Warwick Manufacturing Group) | |||||||||
| Library of Congress Subject Headings (LCSH): | Railroads, Railroads -- Employees , Railroad travel -- Social aspects , Railroads -- Passenger traffic, Work satisfaction, Railroads -- Employees -- Work satisfaction, Consumer satisfaction , Railroad travel -- Customer services | |||||||||
| Journal or Publication Title: | Applied Ergonomics | |||||||||
| Publisher: | Pergamon | |||||||||
| ISSN: | 0003-6870 | |||||||||
| Official Date: | 1 February 2020 | |||||||||
| Dates: |
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| Date of first compliant deposit: | 3 February 2020 | |||||||||
| Volume: | 85 | |||||||||
| Article Number: | 103063 | |||||||||
| DOI: | 10.1016/j.apergo.2020.103063 | |||||||||
| Status: | Peer Reviewed | |||||||||
| Publication Status: | Published | |||||||||
| Access rights to Published version: | Restricted or Subscription Access | |||||||||
| RIOXX Funder/Project Grant: |
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