Travel Experience Toolkit: Bus-Specific Tools for Digital Service Design

Elina Hilden, Kaisa Väänänen, Pavel Chistov

    Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

    3 Citations (Scopus)
    112 Downloads (Pure)


    To design desirable digital services for public transportation, passengers' needs and expectations should be considered. This paper presents a novel bus-specific Travel Experience Toolkit to support the design of digital traveling services in the context of intra-city bus transportation. The toolkit is structured in three areas of user experience, or travel experience: user (passenger), context (bus) and system (public transportation). The initial toolkit includes three tools derived from the findings of our qualitative passenger studies conducted in Finland using interviews, co-design workshops, and the diary method. The tools are: Bus Passenger Personas, a card-based design tool Context Cards, and Passenger Journey Map. With the help of the Travel Experience Toolkit, digital services can be developed with a focus on passengers' needs, improving the bus travel experience and thus enhancing the desirability of public transportation. We evaluated the tools with software developers and present the key findings.
    Original languageEnglish
    Title of host publicationProceedings of the 17th International Conference on Mobile and Ubiquitous Multimedia, MUM’18
    ISBN (Electronic)978-1-4503-6594-9
    Publication statusPublished - Dec 2018
    Publication typeA4 Article in conference proceedings
    EventInternational Conference on Mobile and Ubiquitous Multimedia -
    Duration: 25 Nov 201828 Nov 2018


    ConferenceInternational Conference on Mobile and Ubiquitous Multimedia

    Publication forum classification

    • Publication forum level 1


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