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Journey mapping from a crew's perspective: Understanding rail experiences.
Luis Cr Oliveira1, Stewart Birrell1, Rebecca Cain2
1WMG, University of Warwick, Coventry, CV4 7AL, United Kingdom.
Applied Ergonomics
|March 17, 2020
Summary
This study introduces crew journey mapping to improve rail industry technology. Findings highlight key negative experiences for train crew, informing human-centered system design for better working practices.
Area of Science:
- Human-Computer Interaction
- Transportation Systems
- Service Design
Background:
- Technological advancements offer rail modernization opportunities, impacting both passenger and crew experiences.
- Existing research often overlooks the specific needs and experiences of train crew.
- Customer journey mapping is a valuable tool for understanding user experiences in service design.
Purpose of the Study:
- To adapt and apply customer journey mapping for understanding train crew experiences.
- To identify critical touchpoints affecting crew well-being and efficiency.
- To propose design requirements for technology that supports train crew.
Main Methods:
- Utilized a novel application of journey mapping for rail crew.
- Conducted interviews and user observations with train crew (N=22).
- Focused on understanding the lived experiences of onboard personnel.
Main Results:
- Identified the platform-train interface as a significant negative touchpoint.
- Revenue protection activities were highlighted as another key area of crew dissatisfaction.
- Crew journey maps revealed specific challenges in daily operations.
Conclusions:
- Crew journey mapping offers an innovative methodological approach for the rail industry.
- Technological systems should be designed with a human-centered focus on crew needs.
- Improvements in system design can lead to enhanced working practices and experiences for train crew.
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