Workshop on Sustainable Mobility in Future Cities - Rui Carreira (FEUP)

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  • 1. SUSTAINABLE MOBILITY IN FUTURE CITIES: Enhancing the customer experience within public transportation systems Rui Salgado Carreira – FEUP
  • 2. Outline PhD thesis on Designing the travel experience MSc thesis on Mobile scenery visualization and analysis in transport vehicles
  • 3. Outline PhD thesis on Designing the travel experience: identification and incorporation of passenger experience factors in new public transportation product-service system development Research framework Transport settings’ description Qualitative, Quantitative and Incorporation results Contributions
  • 4. Research framework Incorporate Experience factors into attributes (designer perspective)
  • 5. Transport settings Weekly river cruises that include bus excursions: “experience-centric trips” Qualitative study: - 22 tourists + 3 tour guides - 6 nationalities; Exploratory quantitative study: - 587 tourists (29% valid) - 16 nationalities Regional and mid-distance bus transportation: “utilitarian trips” Qualitative study: - 27 passengers - 2 nationalities; Quantitative study: - 116 + 1480 passengers (80% valid) - 10 nationalities
  • 6. Experience factors (i.e. EFs) Cleanliness Comfort Easy accessibility Safety Visibility of the scenery Waiting time Social environment Staff’s skills Information provision On-board entertainment Off-board services Aggregate qualitative results Emotional component • Positive •Negative Sensorial Component • Vision • Audition • Smell • Touch • Taste Cognitive Component •Overall Assessment
  • 7. Individual space: Passenger physical support and room available Information provision: Information provided before or during the actual trip Staff's skills: Related with the personnel's overall performance Social environment: Interaction with other people, either known passengers or the ones with the same interests Vehicle maintenance: Cleanliness of the individual seat and overall mechanical soundness of the vehicle Off-board facilities: Overall conditions available in the physical terminal Ticket line service: Empathy and speed of the service provided in the physical facilities Travel experience scale dimensions (i.e Experience Factors)
  • 8. Impact of EFs on EC (e.g. Emotions) Individual space Negative emotions Positive emotions Ticketline service Off-board facilities Information provision Staff's skills Vehicle maintenance Social Environment
  • 9. Kansei Engineering Methodology Extended (1+2)
  • 10. Contributions – in-depth understanding of the travel experience, from a holistic perspective, involving all moments of interaction and attributes which are not usually controlled by providers – multiple item scale to measure the travel experience, and impact of experience factors on customer responses and loyalty – better incorporation of the customer experience developing an extended Kansei engineering methodology – the design of new public transportation as an integrated whole (i.e. Product- Service System) is improved through the development of an affective oriented methodology to enhance the customer experience. Understand Incorporate
  • 11. Outline MSc thesis on using outward built-in video cameras in a vehicle to improve passenger mobile information and interaction with the scenery Motivation System architecture Routes and Points of Interest Mobile application screen Contributions
  • 12. Limited seats at the front/ top of vehicle, and some of the few window seats might not provide an adequate visibility due to window size, advertising, or even lack of cleanliness. Motivation
  • 13. System architecture
  • 14. Third Route Second Route First Route Routes
  • 15. Points of Interest Clérigos’s tower Carmelitas’s Church Porto Town Hall UPTEC building
  • 16. Mobile application screen
  • 17. Contributions - Geolocation is improved by combining GPS with Image Analysis - Passenger mobile information and interaction with the scenery is enhanced using Image Analysis
  • 18. SUSTAINABLE MOBILITY IN FUTURE CITIES: Enhancing the customer experience within public transportation systems Thank you! Rui Salgado Carreira – ruicar@fe.up.pt