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Understanding passengers’ experiences of train journeys to inform the design of technological innovations
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Oliveira, Luis, Bradley, Callum, Birrell, Stewart A., Davies, Andy, Tinworth, Neil and Cain, Rebecca (2017) Understanding passengers’ experiences of train journeys to inform the design of technological innovations. In: International Association of Societies of Design Research (IASDR) Conference, Cincinnati, USA, 31 Oct 17 - 03 Nov 2017. Published in: Proceedings of International Association of Societies of Design Research (IASDR) Conference
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Abstract
In this paper, we present results from a collaborative research between academic institutions and industry partners in the UK, which aimed to understand the experience of rail passengers and to identify how the design of technology can improve this experience. Travelling by train can often provide passengers with negative experiences. New technologies give the opportunity to design new interactions that support the creation of positive experiences, but the design should be based on solid understanding of user and their needs. We conducted in-depth, face-to-face semi-structured interviews and used additional questionnaires given to passengers on board of trains to collect the data presented on this paper. A customer journey map was produced to illustrate the passengers’ experiences at diverse touchpoints with the rail system. The positive and negative aspects of each touchpoint are plotted over the course of a ‘typical’ journey, followed by the explanations for these ratings. Results indicate how the design of technological innovations can enhance the passenger experience, especially at the problematic touchpoints, e.g. when collecting tickets, navigating to the platform, boarding the train and finding a seat. We finalise this paper pointing towards requirements for future technological innovations to improve the passenger experience.
| Item Type: | Conference Item (Paper) | |||||||||
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| Subjects: | H Social Sciences > HE Transportation and Communications Q Science > QA Mathematics > QA76 Electronic computers. Computer science. Computer software T Technology > TF Railroad engineering and operation |
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| Divisions: | Faculty of Science, Engineering and Medicine > Engineering > WMG (Formerly the Warwick Manufacturing Group) | |||||||||
| Library of Congress Subject Headings (LCSH): | Railroads -- Passenger traffic, Railroads -- Commuting traffic, Commuters , Passenger trains , Railroads -- Passenger traffic -- Effect of technological innovations on, Pedestrian traffic flow -- Computer simulation, Railroads -- Reservation systems, Commuters -- Effect of technological innovations on | |||||||||
| Journal or Publication Title: | Proceedings of International Association of Societies of Design Research (IASDR) Conference | |||||||||
| Publisher: | University of Cininnati | |||||||||
| Official Date: | 31 October 2017 | |||||||||
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| Status: | Peer Reviewed | |||||||||
| Publication Status: | Published | |||||||||
| Access rights to Published version: | Restricted or Subscription Access | |||||||||
| Date of first compliant deposit: | 26 September 2017 | |||||||||
| Date of first compliant Open Access: | 7 November 2017 | |||||||||
| RIOXX Funder/Project Grant: |
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| Conference Paper Type: | Paper | |||||||||
| Title of Event: | International Association of Societies of Design Research (IASDR) Conference | |||||||||
| Type of Event: | Conference | |||||||||
| Location of Event: | Cincinnati, USA | |||||||||
| Date(s) of Event: | 31 Oct 17 - 03 Nov 2017 | |||||||||
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