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 .
Original language | English |
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Title of host publication | International Association of Societies of Design Research (IASDR) Conference |
Publisher | University of Cincinnati |
Number of pages | 16 |
Edition | November |
DOIs | |
Publication status | Published - 2017 |
Externally published | Yes |
Event | International Association of Societies of Design Research Conference - Cincinnati, United States Duration: 31 Oct 2017 → 3 Nov 2017 |
Conference
Conference | International Association of Societies of Design Research Conference |
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Abbreviated title | IASDR 2017 |
Country/Territory | United States |
City | Cincinnati |
Period | 31/10/17 → 3/11/17 |
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/Keywords
- customer journey map
- interaction design
- rail passengers
- user centred design
- user experience