Journey mapping from a crew's perspective: Understanding rail experiences

Luis CR. Oliveira, Stewart Birrell, Rebecca Cain

Research output: Contribution to journalArticle

1 Citation (Scopus)


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.
Original languageEnglish
Article number103063
Pages (from-to)(In-Press)
JournalApplied Ergonomics
Early online date1 Feb 2020
Publication statusPublished - May 2020


  • Customer journey map
  • Qualitative study
  • Shadowing
  • Work satisfaction
  • User experience

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