TY - GEN
T1 - Communicating User Insights with Travel Mindsets and Experience Personas in Intra-city Bus Context
AU - Hildén, Elina
AU - Väänänen, Kaisa
PY - 2019
Y1 - 2019
N2 - Design of attractive services for the bus travel context is important because of the aim to increase the usage of sustainable travel modes of public transportation. In bus travel, both user experience of the digital services and the broader service design context of the public transportation need to be addressed. Experience-Driven Design (EDD) can be used to take the passengers’ needs and experiences in the core of the design process. This paper presents a qualitative diary and interview study on bus travel experience with 20 passengers in two major cities in Finland. The aim of this study was to identify and communicate frequent bus passengers’ needs, experiences, values and activities as user insights to support experience-driven service design in the public transportation context. Based on the data analysis, we derived ten Travel Mindsets: Abstracted, Efficient, Enjoyer, In-control, Isolation, Observer, Off-line, Relaxed, Sensitive, and Social. To communicate the study findings on bus passengers’ travel experience, Travel Experience Personas were created. The personas include primary and secondary travel mindsets, specific needs related to bus travel, insights on mobile device usage, and target user experience (UX) goals that could enhance the personas’ travel experience. We also discuss how the personas can be used as a communicative design tool that supports EDD of novel services in the bus context.
AB - Design of attractive services for the bus travel context is important because of the aim to increase the usage of sustainable travel modes of public transportation. In bus travel, both user experience of the digital services and the broader service design context of the public transportation need to be addressed. Experience-Driven Design (EDD) can be used to take the passengers’ needs and experiences in the core of the design process. This paper presents a qualitative diary and interview study on bus travel experience with 20 passengers in two major cities in Finland. The aim of this study was to identify and communicate frequent bus passengers’ needs, experiences, values and activities as user insights to support experience-driven service design in the public transportation context. Based on the data analysis, we derived ten Travel Mindsets: Abstracted, Efficient, Enjoyer, In-control, Isolation, Observer, Off-line, Relaxed, Sensitive, and Social. To communicate the study findings on bus passengers’ travel experience, Travel Experience Personas were created. The personas include primary and secondary travel mindsets, specific needs related to bus travel, insights on mobile device usage, and target user experience (UX) goals that could enhance the personas’ travel experience. We also discuss how the personas can be used as a communicative design tool that supports EDD of novel services in the bus context.
KW - Bus
KW - Design tool
KW - Experience-Driven Design
KW - Mindset
KW - Persona
KW - Travel experience
KW - User experience (UX)
KW - UX goal
U2 - 10.1007/978-3-030-29390-1_3
DO - 10.1007/978-3-030-29390-1_3
M3 - Conference contribution
AN - SCOPUS:85072957290
SN - 9783030293895
T3 - Lecture Notes in Computer Science
SP - 34
EP - 52
BT - Human-Computer Interaction – INTERACT 2019 - 17th IFIP TC 13 International Conference, Proceedings
A2 - Lamas, David
A2 - Loizides, Fernando
A2 - Nacke, Lennart
A2 - Petrie, Helen
A2 - Winckler, Marco
A2 - Zaphiris, Panayiotis
PB - Springer Verlag
T2 - IFIP TC13 International Conference on Human-Computer Interaction
Y2 - 2 September 2019 through 6 September 2019
ER -