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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 ISSN 0003-6870.

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Official URL: http://dx.doi.org/10.1016/j.apergo.2020.103063

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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
Subjects: H Social Sciences > HE Transportation and Communications
H Social Sciences > HF Commerce
Divisions: Faculty of Science, Engineering and Medicine > Engineering > 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:
DateEvent
1 February 2020Published
27 January 2020Accepted
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
Date of first compliant deposit: 3 February 2020
Date of first compliant Open Access: 1 February 2021
RIOXX Funder/Project Grant:
Project/Grant IDRIOXX Funder NameFunder ID
102483Great Britain.‏ ‎Rail Safety & Standards Boardhttp://viaf.org/viaf/155020506
102483Innovate UKhttp://dx.doi.org/10.13039/501100006041

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