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


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

  1. 1. SUSTAINABLE MOBILITY IN FUTURE CITIES: Enhancing the customer experience within public transportation systems Rui Salgado Carreira – FEUP
  2. 2. Outline PhD thesis on Designing the travel experience MSc thesis on Mobile scenery visualization and analysis in transport vehicles
  3. 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. 4. Research framework Incorporate Experience factors into attributes (designer perspective)
  5. 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. 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. 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. 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. 9. Kansei Engineering Methodology Extended (1+2)
  10. 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. 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. 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. 13. System architecture
  14. 14. Third Route Second Route First Route Routes
  15. 15. Points of Interest Clérigos’s tower Carmelitas’s Church Porto Town Hall UPTEC building
  16. 16. Mobile application screen
  17. 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. 18. SUSTAINABLE MOBILITY IN FUTURE CITIES: Enhancing the customer experience within public transportation systems Thank you! Rui Salgado Carreira –