Tag: passenger experience


Materials, feelings and personalisation

Materials, feelings and personalisation

Great piece on the Engadget website about the choice of materials for the new Samsung Galaxy S5. Now we are going to stay away from any arguments of Samsung vs Apple. But we thought the piece was interesting to see a view on the choice of materials and how it relates to your feelings about a product.  The metallic iPhone feels strong and robust but...

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Making us happy in public places

Making us happy in public places

In a recent meeting on a transport project we were talking about the things that enhance our travel experience as passengers.  There was all the usual stuff there about service, facilities etc. But for a moment we talked about those little extra things that make us smile on our journey and we remember. We all thought back to the street pianos that were around during...

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The future of self-service & customer experience

The future of self-service & customer experience

There was news last month that some supermarkets are reviewing the use of self-service checkouts. Research has suggested that they do not save time for customers and that they maybe contributing to an increase in theft. There had previously been an expectation that we would see increasing amounts of self-service in supermarkets because they save on staff costs and were expected to reduce queue lengths....

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Is the ticket dead?

Is the ticket dead?

The news that London Underground are to close ticket offices (www.bbc.co.uk/news/uk-england-london-25025888) is set to change the nature of the “ticket” and the interaction between operator and customer. The days of the little bit of paper clutched in our hands are clearly numbered.  Tickets moving onto our smart mobile devices creates a range of opportunities to enhance the passenger experience by offering a more joined-up, journey-orientated...

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The Sleeper Train

The Sleeper Train

The news that First Great Western’s franchise renewal has included offering more sleeper services coincided with a piece on Radio 4’s Saturday Live this weekend on the London to Penzance sleeper train. It was a great reminder of what a wonderful experience the sleeper train it and how it captures the romance of travel in a way in which only rail travel can do. What...

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What is “Passenger Experience”?

Passenger experience has become a hot topic in public transport especially for airports.  Major airports are putting it at the centre of their thinking – for example, the mission statement for Heathrow Airport is making every journey better.  But what does it actually mean? Is it more than the latest bandwagon for every vendor of products and services to jump onto claiming that their product...

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The reality of wayfinding in railway stations

The reality of wayfinding in railway stations

Nice little blog that sums up the wayfinding experience of many in stations and how then the customer service has to rescue the situation (or sometimes fails to do so).  Most wayfinding mistakes result in annoyance or stress…but others have more significant consequences http://wendyhome.com/2013/04/18/4-hour-detour/


Influencing modal shift in transport systems

Influencing modal shift in transport systems

Sometimes to get people to make different choices about how they travel you have to make things easy for passengers.  This usually means think about transport in a connected way and looking at what people need and want and what might be barriers. So great example here from Germany.  Cyclists often use another mode of transport as part of their journey – interaction with trams...

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Announcements – useful or annoying?

Announcements – useful or annoying?

On all public transport systems we are generally bombarded by verbal announcements, many pre-recorded.  Some are useful – “the next train from platform 6 is the …” but most are just noise – don’t run when its wet, keep your belongings with you, etc. It is similar to how our visual field is assailed by signs and information.  Again we have to look for those...

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The Hollywood passenger experience

The Hollywood passenger experience

The new Bradley West Terminal at LAX airport is seemingly doing passenger experience the Hollywood way. Trying to bring an “LA feel” to the airport, the plans are using large displays integrated with mobile devices to allow the passenger to interact with the visual content. Sounds like it is creating an interesting “experience” that could be entertaining while you wait.  But perhaps the experience is...

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