Tag: transport


Human Factors in Intelligent Mobility & Mobility-as-a-Service

Human Factors in Intelligent Mobility & Mobility-as-a-Service

CCD’s David Watts recently spoke at the Midlands Intelligent Mobility Conference about the role of human factors, experience & service design in looking at future transport systems including Mobility as a Service (MasS). David talked in a session around user-centered approaches and MaaS.  His talk outlined the value of starting with thinking about the passenger, the context of use, the emotional and functional experience and...

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CCD helps Hovertravel create the world’s most passenger – centric hovercraft

Hovertravel’s new craft, the Solent Flyer and Island Flyer, have been created using the expertise of design and human factors consultancy CCD to ensure that passengers are at the heart of the finished design.  The results of CCD’s strategy have assisted Hovertravel to improve its passenger experience. Additionally, CCD reviewed the end to end passenger journey by looking at all passenger touchpoints from online ticket...

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Brand, service, experience & expectations – an airport car parking illustration

Brand, service, experience & expectations – an airport car parking illustration

In delivering any service all the elements have to line up and work together in a consistent and coherent way.  This is even more important when delivering a value-add service that the customer is paying extra for – paying more will generate different expectations and if any of the parts fail to live up to that expectation then the dent on the experience is likely to...

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iBeacons helping the visually impaired to navigate

iBeacons helping the visually impaired to navigate

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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CCD’s work on Passenger Behaviour at London Bridge Station in Wired

CCD’s work on Passenger Behaviour at London Bridge Station in Wired

Our work on Passenger Behaviour at London Bridge Station has been featured in Wired Magazine. The article focuses on how our research on passenger behaviour has informed the wayfinding design with insights into passenger movements and decision points. You can read the article here >>>> Our work was informed by the pedestrian flow models, which highlights where crowding and bottlenecks occur the most. “London Bridge is the first UK...

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Joined up journeys

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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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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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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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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Future of mobility and customer service

Following on from some of our previous posts on customer service and service design, an interesting article from the President of Hertz International on the BBC website on the future of mobility. The interesting point is his view that technology is changing the way we view and access transport.  Individual car ownership is being challenged with many more options available.  He points out that transport...

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