Understanding passengers’ experiences of train journeys to inform the design of technological innovations

Luis Oliveira, Callum Bradley, Stewart Birrell, Andrew Davies, Neil Tinworth, Rebecca Cain

Research output: Chapter in Book/Report/Conference proceedingConference proceedingpeer-review

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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 .
Original languageEnglish
Title of host publicationInternational Association of Societies of Design Research (IASDR) Conference
PublisherUniversity of Cincinnati
Number of pages16
Publication statusPublished - 2017
Externally publishedYes
EventInternational Association of Societies of Design Research Conference - Cincinnati, United States
Duration: 31 Oct 20173 Nov 2017


ConferenceInternational Association of Societies of Design Research Conference
Abbreviated titleIASDR 2017
Country/TerritoryUnited States

Bibliographical note

This article is made available under the Creative Commons Attribution Non-Commercial 4.0 International license (CC BY-NC 4.0) and may be reused according to the conditions of the license. For more details see: http://creativecommons.org/licenses/by-nc/4.0/


  • customer journey map
  • interaction design
  • rail passengers
  • user centred design
  • user experience


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