In an earlier blog we talked about some of the uses of iBeacon technology. In this piece from the BBC, TfL are trialling their use in combination with a smartphone app to provide accurate walking instructions to the visually impaired. View the video > http://www.bbc.co.uk/news/health-31757593 When we did our research work for Guide Dogs for the Blind, this kind of application was clearly something that would...
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Back in November Passenger Focus released it’s findings on what passengers needed when things go wrong; it didn’t paint a very good picture of how the railway industry handles problems. The recently issued National Passenger Survey continued to show a high level of dissatisfaction amongst passengers. We know it’s not usually done well because of the recurring story from passengers when things go wrong is “we weren’t...
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iBeacons are causing quite a stir at the moment with a flurry of major companies, including airlines, retail giants and arts venues running trials and pilot schemes trying to work out how they can be employed, the benefits they may bring and how consumers react to the geo-position enabled devices. The key battleground, as we see it, is the contest between enabling customers to pull...
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A Guardian article about a study of the use of intense electric lights to improve performance of students in Sweden and our recent work with the design office team at CERN has got us thinking about the way technology can be used to enhance how people experience a workspace. In particular we have been considering what technological interventions could be considered when there is a scarcity of natural light...
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The recent UK Customer Service Institute survey showed that, across all sectors, levels of customer satisfaction have fallen in recent years. The economic situation is of course playing a part and this is potentially driving some organisations, as the economy recovers, to push for winning new customers at the expense of focusing on serving existing customers. Consumer expectations are also going upwards, they are more likely to...
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Our local station, Kings Cross, now has one of these holographic assistants reminding people not to take heavy luggage up the escalators but to use the lift instead. You will note that just to the right, at the bottom of the escalator, is a sign giving the same message. That sign has been there since the station reopened and, we can assume, has not had...
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The recent reports of disturbances on flights where passengers have had some robust “disagreement” over reclining their seats made us think about the meaning of and need for personal and personalised space when we travel. There is a desire to be able to adjust our seat and space to fit us and what we want to do (eat, sleep, read, etc). This also reflects the...
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Part of what influences our experience of places like airports is how those around us behave. Of course it’s not always positive as far as our own perception goes – a recent piece on-line highlighted the 12 most annoying things other passengers do – http://goo.gl/rRIi6v We’ve probably all experienced most of these (and been guilty of some of them too!). However we’ve pointed the link to...
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One of the advantages that the car has over public transport is that it takes the passenger from A – B, door to- door, no changes, no hassle. So as well as being the ultimate consumer product, it is also convenient and easy. But with the costs of motoring rising, and roads becoming more congested, the car is losing much of its shine. Urban planners...
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In the latest blog in our series relating to self service we look at a library kiosk. One of the libraries we use has a self service kiosk called smartserve 400 (http://www.bibliotheca.com/1/index.php/our-products/self-service-kiosks/smartserve400) It’s a revelation! The on screen instructions are easy to read and follow and include clear and helpful graphics to illustrate them The space where you wave or swipe your books to borrow...
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