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How technology can impact customer-facing train crew experiences.

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This study used user experience research to understand train crew routines and the impact of new technology. Findings highlight how technology can affect crew ergonomics and passenger interactions, suggesting key aspects to preserve.

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Area of Science:

  • Human Factors and Ergonomics
  • User Experience Research
  • Transportation Science

Background:

  • Customer-facing train crew manage safety, punctuality, revenue, and passenger care.
  • Human factors research is crucial for understanding and improving safety-critical work in rail operations.

Purpose of the Study:

  • To explore train crew perceptions of their routines and the potential impact of new technology.
  • To inform the design and implementation of new technologies through user-centered design (UCD) principles.

Main Methods:

  • Conducted 7 hours of interviews and 30 hours of shadowing observations with 22 customer-facing train crew members.
  • Developed two personas representing different crew attitudes towards technology adoption.
  • Analyzed qualitative data to understand current work practices and user experiences (UX).

Main Results:

  • Detailed understanding of current train crew routines and their daily activities.
  • Identified varying levels of acceptance towards new technologies among train crew.
  • Highlighted potential impacts of technology on crew work ergonomics and the importance of maintaining positive passenger interactions.

Conclusions:

  • New technologies can significantly affect train crew work ergonomics and experiences.
  • User experience research and persona development are valuable for designing technology that supports, rather than hinders, crew work.
  • Preserving positive aspects of crew roles, such as passenger interaction, is vital during technological transitions.