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IC-IC Passenger journey

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Passenger journey example

To understand travellers, designers of the ICS combine properties of passengers with infrastructure and environments, they move through, together with tasks to be completed along their path. This produces understanding of the travellers needs in terms of language, understanding of concepts, stress, and more, and allows to establish which, where and when information is needed, and by which means it should be provided. Apart from this, user interaction concepts can be explored through a passenger journey, as this presentation illustrates.

You will see various steps of a passenger journey, appearing needs, encounters with different environments, all having consequences in terms of interaction on an ICS mobile app.

Published in: Travel, Business
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IC-IC Passenger journey

  1. 1. Enhancing  interconnec-vity  of  short  and  long  distance   transport  networks  through  passenger  focused   interlinked  informa-on-­‐connec-vity     Project  266250.  Coordinator:  STAR   ICS  Model  Applica/on  Frankfurt/Amsterdam   MS16/17     author:  ESPI/5W   12.02.2014     IC-­‐IC  
  2. 2. Send update‘on my way’ Show transport options to navigate to brother’s house Japanese elderly couple & daughter visiting their son in Amstelveen (Tokyo - Frankfurt - Schiphol) Airport (Tokyo) Transfer at Frankfurt AnswersQuestions Immediate Open Aimed SolutionsTechnologies A list of the technological consequences of the solutions above < = > Arrival at Schiphol An ad of the app shows up on travel booking sites, before and after booking. Short video that explains the app in the app store Show app in app store, also when clicking on the banner. Explanation video. Start-up tips like‘share with people at home’ and filling own journey details Show facilities and options to reserve assistance at Frankfurt and Schiphol + tips like‘take a 2€- coin for the wheelchair’ Show rules and regulations Show option so share the app and your trip and send an invite to the brother to download the app Show nearest toilet (on route), show the option to show this at all times. Show the updated journey overview. Always show an option to update the latest info. Show info about wheelchair option (‘you need a 2€-coin, etc.’), show option to call for assistance. Show nearest toilet at the press of the button. Show next step and directions to get there. Show luggage details Show posters at EU gates,‘flight delayed? Check the app for consequences’ The app should automatically download all the information that is needed during flight an hour for departure, while there is still internet. People can connect with their family or friends through the app, so they can get updated about their journey progress. They see where the other is right now, and they can send messages Flight Show possibilities of going outside the airport + entertainment facilities within airport. Show location and info about wheelchair. At home (Tokyo, 2 weeks before) I need to prepare my trip to Europe What can I do with this app? Is it useful for me? I want this app How can I use it for my trip? My mother is disabled, can we expect help at transfer at arrival? How much presents and what food are allowed to bring. Can I use the app in the plane? My flight is delayed, what does it mean for my transfer? I need to let my brother know we will be later. My parents need help getting to the right gate on time, where is that wheelchair? Do I need to transfer my luggage myself during transfer in Frankfurt? QR-code i n discount coupon from 'Subway'. Scan in app wil show how and where to use it in Frankfurt/ Schiphol. I found this 'Subway'coupon in the Airline magazine. Do I need to transfer my luggage myself during transfer in Frankfurt? Will our wheelchair be ready right after we get out of the plane? They need to go to the toilet first. Show journey overview with time left Show facilities and show 'Subway' coupon and how to get there. What are our next steps to our connecting flight? Do we still have time to get something to eat? How do we get to the gate Show navigation to a quiet place. This can be an unused gate or a dedicated space. Dad needs a quiet place to take his medication, where shall we go? Show next step and directions to get there. Flight My parents need assistance with the wheelchair. I need to go to the toilet, now! Where can we get our luggage? How do we get there? I don't see the luggage on the band, is it lost or do I need to wait? How do I get to my brother after arrival? Where is the train station? How do I buy my train/bus tickets? Navigate to train station Explain the system (culture dependent): Price, How to buy, Known problems I want to tell my brother, we are on our way. App downloads the right information for in the plane one hour before departure. Show the updated journey overview. Always show an option to update the latest info. Show overview of transfer process at FRA Show message‘go to customer assistance terminals, located just outside the entrance of your terminal’or navigation
  3. 3. Japanese  family  Aki     Toshihiro:  78  yrs   Kin:  75  yrs   Ayame:  45  yrs       They  are  going  to  visit  their  son  Akira  in  the   Netherlands.     They  booked  the  flight     Tokyo  -­‐  Frankfurt  -­‐  Schiphol  
  4. 4. Kin  is  disabled  and  will  need  assistance  and   a  wheelchair  by  moving  from  one  place  to   the  other.       Toshihiro  has  diabetes  and  wants  to  know   where  he  can  find  medical  help  at  all  -mes.       They  want  to  bring  lots  of  Japanese  food  for   their  son's  family  and  toys  for  his  kids.    
  5. 5. Daughter  Ayame  discovered   an  ICS  ad  on  the  booking  site   and  just  downloaded  the  ICS-­‐ app.     She  is  unfamiliar  with   European  airports,  so  this   could  be  helpful  to  guide  her   and  her  parents  during  the   trip.  
  6. 6. How  can  I  use  this  app  for   my  trip?   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  7. 7. How  can  I  use  this  app  for  my  trip?   At  home  (Tokyo)   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  8. 8. How  can  I  use  this  app  for  my  trip?   At  home  (Tokyo)   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  9. 9. I  have  a  QR-­‐code  on  my  -cket   At  home  (Tokyo)   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  10. 10. I  have  a  QR-­‐code  on  my  -cket   At  home  (Tokyo)   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  11. 11. How  can  I  use  this  app  for  my  trip?   At  home  (Tokyo)   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  12. 12. How  can  I  use  this  app  for  my  trip?   At  home  (Tokyo)   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  13. 13. Can  we  also  expect  help   with  my  mother’s   wheelchair  during  transfer?   At  home  (Tokyo)   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  14. 14. Can  we  also  expect  help  with  my   mother’s  wheelchair  during  transfer?   At  home  (Tokyo)   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  15. 15. Can  we  also  expect  help  with  my   mother’s  wheelchair  during  transfer?   At  home  (Tokyo)   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  16. 16. Can  we  also  expect  help  with  my   mother’s  wheelchair  during  transfer?   At  home  (Tokyo)   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  17. 17. How  many  presents  and   what  food    items  are   allowed  to  bring?   At  home  (Tokyo)   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  18. 18. How  many  presents  and  what  food     items  are  allowed  to  bring?   At  home  (Tokyo)   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  19. 19. How  many  presents  and  what  food     items  are  allowed  to  bring?   At  home  (Tokyo)   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  20. 20. How  many  presents  and  what  food     items  are  allowed  to  bring?   At  home  (Tokyo)   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  21. 21. How  many  presents  and  what  food     items  are  allowed  to  bring?   At  home  (Tokyo)   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  22. 22. My  flight  is  delayed,  what   does  it  mean  for  my   transfer?   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  23. 23. My  flight  is  delayed,  what  does  it  mean   for  my  transfer?   Airport  Tokyo   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  24. 24. I  need  to  let  my  brother  know  we  will  be   later.   Airport  Tokyo   Ayame,   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  25. 25. I  need  to  let  my  brother  know  we  will  be   later.   Airport  Tokyo   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  26. 26. I  need  to  let  my  brother  know  we  will  be   later.   Airport  Tokyo   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  27. 27. I  found  this  'Subway'-­‐ coupon  in  the  Airline   magazine.   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  28. 28. I  found  this  'Subway'-­‐coupon  in  the   Airline  magazine.   In  the  airplane   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  29. 29. I  found  this  'Subway'-­‐coupon  in  the   Airline  magazine.   In  the  airplane   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  30. 30. I  found  this  'Subway'-­‐coupon  in  the   Airline  magazine.   In  the  airplane   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  31. 31. I  found  this  'Subway'-­‐coupon  in  the   Airline  magazine.   In  the  airplane   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  32. 32. In  the  airplane   Will  our  wheelchair  be   ready  right  a_er  we  get   out  of  the  plane?   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  33. 33. Will  our  wheelchair  be  ready  right  a_er   we  get  out  of  the  plane?   In  the  airplane   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  34. 34. Will  our  wheelchair  be  ready  right  a_er   we  get  out  of  the  plane?   In  the  airplane   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  35. 35. My  dad  needs  to  go  to  the   toilet   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  36. 36. My  dad  needs  to  go  to  the  toilet   Arrival  Frankfurt   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  37. 37. My  dad  needs  to  go  to  the  toilet   Arrival  Frankfurt   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  38. 38. My  dad  needs  to  go  to  the  toilet   Arrival  Frankfurt   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  39. 39. Arrival  Frankfurt   Do  we  s-ll  have  -me  to   get  something  to  eat?   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  40. 40. Do  we  s-ll  have  -me  to  get  something   to  eat?   Arrival  Frankfurt   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  41. 41. Do  we  s-ll  have  -me  to  get  something   to  eat?   Arrival  Frankfurt   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  42. 42. Do  we  s-ll  have  -me  to  get  something   to  eat?   Arrival  Frankfurt   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  43. 43. AEer  customs   Dad  needs  a  quiet  place   to  take  his  medica-on,   where  shall  we  go?   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  44. 44. Dad  needs  a  quiet  place  to  take  his   medica-on,  where  shall  we  go?   AEer  customs   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  45. 45. Dad  needs  a  quiet  place  to  take  his   medica-on,  where  shall  we  go?   AEer  customs   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  46. 46. AEer  security   How  do  we  get  to  the   gate?   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport   Custom  picture  –  airport   scenario  
  47. 47. How  do  we  get  to  the  gate?   AEer  security   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  48. 48. How  do  we  get  to  the  gate?   AEer  security   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  49. 49. At  the  gate   I  need  my  boarding  card   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  50. 50. I  need  my  boarding  card   At  the  gate   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  51. 51. I  need  my  boarding  card   At  the  gate   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  52. 52. In  the  airplane   How  do  I  get  to  my   brother  a_er  arrival?   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  53. 53. How  do  I  get  to  my  brother  a_er  arrival?   In  the  airplane   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  54. 54. How  do  I  get  to  my  brother  a_er  arrival?   In  the  airplane   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  55. 55. How  do  I  get  to  my  brother  a_er  arrival?   In  the  airplane   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  56. 56. How  do  I  get  to  my  brother  a_er  arrival?   In  the  airplane   Strandvliet  3     Amstelveen   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  57. 57. How  do  I  get  to  my  brother  a_er  arrival?   In  the  airplane   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  58. 58. How  do  I  get  to  my  brother  a_er  arrival?   In  the  airplane   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  59. 59. Arrival  Schiphol   I  don't  see  the  luggage  on   the  band,  is  it  lost  or  do  I   need  to  wait?   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  60. 60. I  don't  see  the  luggage  on  the  band,  is  it   lost  or  do  I  need  to  wait?   Arrival  Schiphol   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  61. 61. I  don't  see  the  luggage  on  the  band,  is  it   lost  or  do  I  need  to  wait?   Arrival  Schiphol   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  62. 62. AEer  luggage  belt   How  do  I  get  to  my   brother?   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport   Custom  picture  –  airport   scenario  
  63. 63. How  do  I  get  to  my  brother?   AEer  luggage  belt   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  64. 64. How  do  I  get  to  my  brother?   AEer  luggage  belt   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  65. 65. How  do  I  get  to  the  train  sta-on?   AEer  luggage  belt   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  66. 66. At  main  hall   How  do  I  buy  my  train/ bus  -ckets?   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  67. 67. How  do  I  buy  my  train/bus  -ckets   At  main  hall   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  68. 68. How  do  I  buy  my  train/bus  -ckets   At  main  hall   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  69. 69. How  do  I  buy  my  train/bus  -ckets   At  main  hall   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  70. 70. At  main  hall   I  want  to  tell  my  brother   we  are  on  our  way.   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  71. 71. I  want  to  tell  my  brother  we  are  on  our   way.   At  main  hall   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  72. 72. I  want  to  tell  my  brother  we  are  on  our   way.   At  main  hall   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  73. 73. I  want  to  tell  my  brother  we  are  on  our   way.   At  main  hall   at  home   at  Akira’s   place   Tokyo   airport   transfer   Frankfurt   Schiphol   airport  
  74. 74. The  research  leading  to  these  results  has  received  funding  from     the  European  Community's  Seventh  Framework  Programme   (FP7/2007-­‐2013)  under  grant  agreement  n°  266250.  

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