Using Passenger Personas to Design Technological Innovation for the Rail Industry

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

doi:10.1007/978-3-319-93710-6_8

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 proceeding › Conference proceeding › peer-review

11 Citations (Scopus)

Abstract

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 language	English
Title of host publication	Intelligent Transport Systems – From Research and Development to the Market Uptake - 1st International Conference, INTSYS 2017,Proceedings
Editors	Tatiana Kovacikova, Ľubos Buzna, Ghadir Pourhashem, Giuseppe Lugano, Yannick Cornet, Nathalie Lugano
Publisher	Springer-Verlag London Ltd
Pages	67-75
Number of pages	9
ISBN (Print)	9783319937090
DOIs	https://doi.org/10.1007/978-3-319-93710-6_8
Publication status	Published - 2018
Externally published	Yes
Event	1st International Conference on Intelligent Transport Systems, INTSYS 2017 - Hyvinkaa, Finland Duration: 29 Nov 2017 → 30 Nov 2017

Publication series

Name	Lecture Notes of the Institute for Computer Sciences, Social-Informatics and Telecommunications Engineering, LNICST
Volume	222
ISSN (Print)	1867-8211

Conference

Conference	1st International Conference on Intelligent Transport Systems, INTSYS 2017
Country/Territory	Finland
City	Hyvinkaa
Period	29/11/17 → 30/11/17

Funding

Acknowledgments. This research is performed as part of the “CLoSeR: Customer Loyalty and Dynamic Seat Reservation System” project, funded by RSSB/Innovate UK (Grant No 102483). This project was selected through the competition ‘Enhancing Customer Experience in Rail’. Partners in this project are the University of Warwick, Cranfield University and four industry partners: Unipart Rail, TrainFX, Loyalty Prime and Great Western Railway. The authors would like to thank all participants who donated their time to fill out the questionnaires or to be interviewed.

Keywords

Personas
Rail passengers
User centred design
User experience

ASJC Scopus subject areas

Computer Networks and Communications

Access to Document

10.1007/978-3-319-93710-6_8

http://wrap.warwick.ac.uk/95983/

Cite this

Oliveira, L., Bradley, C., Birrell, S., Tinworth, N., Davies, A., & Cain, R. (2018). Using Passenger Personas to Design Technological Innovation for the Rail Industry. In T. Kovacikova, Ľ. Buzna, G. Pourhashem, G. Lugano, Y. Cornet, & N. Lugano (Eds.), Intelligent Transport Systems – From Research and Development to the Market Uptake - 1st International Conference, INTSYS 2017,Proceedings (pp. 67-75). (Lecture Notes of the Institute for Computer Sciences, Social-Informatics and Telecommunications Engineering, LNICST; Vol. 222). Springer-Verlag London Ltd. https://doi.org/10.1007/978-3-319-93710-6_8

Using Passenger Personas to Design Technological Innovation for the Rail Industry. / Oliveira, Luis; Bradley, Callum; Birrell, Stewart et al.
Intelligent Transport Systems – From Research and Development to the Market Uptake - 1st International Conference, INTSYS 2017,Proceedings. ed. / Tatiana Kovacikova; Ľubos Buzna; Ghadir Pourhashem; Giuseppe Lugano; Yannick Cornet; Nathalie Lugano. Springer-Verlag London Ltd, 2018. p. 67-75 (Lecture Notes of the Institute for Computer Sciences, Social-Informatics and Telecommunications Engineering, LNICST; Vol. 222).

Research output: Chapter in Book/Report/Conference proceeding › Conference proceeding › peer-review

Oliveira, L, Bradley, C, Birrell, S, Tinworth, N, Davies, A & Cain, R 2018, Using Passenger Personas to Design Technological Innovation for the Rail Industry. in T Kovacikova, Ľ Buzna, G Pourhashem, G Lugano, Y Cornet & N Lugano (eds), Intelligent Transport Systems – From Research and Development to the Market Uptake - 1st International Conference, INTSYS 2017,Proceedings. Lecture Notes of the Institute for Computer Sciences, Social-Informatics and Telecommunications Engineering, LNICST, vol. 222, Springer-Verlag London Ltd, pp. 67-75, 1st International Conference on Intelligent Transport Systems, INTSYS 2017, Hyvinkaa, Finland, 29/11/17. https://doi.org/10.1007/978-3-319-93710-6_8

Oliveira L, Bradley C, Birrell S, Tinworth N, Davies A, Cain R. Using Passenger Personas to Design Technological Innovation for the Rail Industry. In Kovacikova T, Buzna Ľ, Pourhashem G, Lugano G, Cornet Y, Lugano N, editors, Intelligent Transport Systems – From Research and Development to the Market Uptake - 1st International Conference, INTSYS 2017,Proceedings. Springer-Verlag London Ltd. 2018. p. 67-75. (Lecture Notes of the Institute for Computer Sciences, Social-Informatics and Telecommunications Engineering, LNICST). Epub 2018 Jul 7. doi: 10.1007/978-3-319-93710-6_8

Oliveira, Luis ; Bradley, Callum ; Birrell, Stewart et al. / Using Passenger Personas to Design Technological Innovation for the Rail Industry. Intelligent Transport Systems – From Research and Development to the Market Uptake - 1st International Conference, INTSYS 2017,Proceedings. editor / Tatiana Kovacikova ; Ľubos Buzna ; Ghadir Pourhashem ; Giuseppe Lugano ; Yannick Cornet ; Nathalie Lugano. Springer-Verlag London Ltd, 2018. pp. 67-75 (Lecture Notes of the Institute for Computer Sciences, Social-Informatics and Telecommunications Engineering, LNICST).

@inproceedings{504afab372a74af3a887d4763d1d91d3,

title = "Using Passenger Personas to Design Technological Innovation for the Rail Industry",

abstract = "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{\textquoteright} 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.",

keywords = "Personas, Rail passengers, User centred design, User experience",

author = "Luis Oliveira and Callum Bradley and Stewart Birrell and Neil Tinworth and Andy Davies and Rebecca Cain",

year = "2018",

doi = "10.1007/978-3-319-93710-6\_8",

language = "English",

isbn = "9783319937090",

series = "Lecture Notes of the Institute for Computer Sciences, Social-Informatics and Telecommunications Engineering, LNICST",

publisher = "Springer-Verlag London Ltd",

pages = "67--75",

editor = "Tatiana Kovacikova and {\v L}ubos Buzna and Ghadir Pourhashem and Giuseppe Lugano and Yannick Cornet and Nathalie Lugano",

booktitle = "Intelligent Transport Systems – From Research and Development to the Market Uptake - 1st International Conference, INTSYS 2017,Proceedings",

address = "United Kingdom",

note = "1st International Conference on Intelligent Transport Systems, INTSYS 2017 ; Conference date: 29-11-2017 Through 30-11-2017",

}

TY - GEN

T1 - Using Passenger Personas to Design Technological Innovation for the Rail Industry

AU - Oliveira, Luis

AU - Bradley, Callum

AU - Birrell, Stewart

AU - Tinworth, Neil

AU - Davies, Andy

AU - Cain, Rebecca

PY - 2018

Y1 - 2018

N2 - 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.

AB - 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.

KW - Personas

KW - Rail passengers

KW - User centred design

KW - User experience

UR - https://www.scopus.com/pages/publications/85049933748

U2 - 10.1007/978-3-319-93710-6_8

DO - 10.1007/978-3-319-93710-6_8

M3 - Conference proceeding

AN - SCOPUS:85049933748

SN - 9783319937090

T3 - Lecture Notes of the Institute for Computer Sciences, Social-Informatics and Telecommunications Engineering, LNICST

SP - 67

EP - 75

BT - Intelligent Transport Systems – From Research and Development to the Market Uptake - 1st International Conference, INTSYS 2017,Proceedings

A2 - Kovacikova, Tatiana

A2 - Buzna, Ľubos

A2 - Pourhashem, Ghadir

A2 - Lugano, Giuseppe

A2 - Cornet, Yannick

A2 - Lugano, Nathalie

PB - Springer-Verlag London Ltd

T2 - 1st International Conference on Intelligent Transport Systems, INTSYS 2017

Y2 - 29 November 2017 through 30 November 2017

ER -

Using Passenger Personas to Design Technological Innovation for the Rail Industry

Abstract

Publication series

Conference

Funding

Keywords

ASJC Scopus subject areas

Access to Document

Other files and links

Fingerprint

Cite this