Using Passenger Personas to Design Technological Innovation for the Rail Industry

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

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

9 Citations (Scopus)


Research with end users can contribute to the design of technologies such as intelligent transport systems. However, it is important to use methods that can facilitate the uptake of research outcomes by the industry. This paper presents the use of passenger personas as part of the process of developing new technologies for the rail industry in the UK. Personas represent archetypal users and can facilitate the understanding of user behaviours, needs, motivations, characteristics and limitations. We aggregated existing knowledge and complemented it with bespoke data collection to understand passengers’ perceptions about the rail system. The study design focused on current user experiences and also where technology can improve these experiences. A set of four personas was produced in order to illustrate who the users of the train systems are as well as their characteristics. This knowledge informed the requirements of innovative technologies that can enhance user experiences during rail travel.

Original languageEnglish
Title of host publicationIntelligent Transport Systems – From Research and Development to the Market Uptake - 1st International Conference, INTSYS 2017,Proceedings
EditorsTatiana Kovacikova, Ľubos Buzna, Ghadir Pourhashem, Giuseppe Lugano, Yannick Cornet, Nathalie Lugano
PublisherSpringer-Verlag London Ltd
Number of pages9
ISBN (Print)9783319937090
Publication statusPublished - 2018
Externally publishedYes
Event1st International Conference on Intelligent Transport Systems, INTSYS 2017 - Hyvinkaa, Finland
Duration: 29 Nov 201730 Nov 2017

Publication series

NameLecture Notes of the Institute for Computer Sciences, Social-Informatics and Telecommunications Engineering, LNICST
ISSN (Print)1867-8211


Conference1st International Conference on Intelligent Transport Systems, INTSYS 2017


  • Personas
  • Rail passengers
  • User centred design
  • User experience

ASJC Scopus subject areas

  • Computer Networks and Communications


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