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Based on a future vision of a multi-modal, end-to-end UK mobility system please describe your view of the role of Customer Experience in achieving this vision and where experience from other industry sectors can be used to add value
Nick Fine30th April 2015
Future Vision
Public Transport Corporate Transport
Personal Transport Infrastructure
Future Vision
Interconnected
Future Vision
Efficient
Future Vision
Intelligent
Future Vision
Integrated
Future Vision
Scaleable
Future Vision
Commercial
Future Vision
Personalised
Future Vision
Sustainable
Future Vision
Safe
Future Vision
Usable
INTERCONNECTED
SUSTAINABLE
SAFE EFFICIENT
INTELLIGENT
PUBLIC TRANSPORT
PERSONAL TRANSPORT
CORPORATE TRANSPORT
INFRASTRUCTURE
COMMERCIAL SCALEABLE
INTEGRATEDPERSONALISED
USABLE
INTERCONNECTED
SUSTAINABLE
SAFE EFFICIENT
INTELLIGENT
PUBLIC TRANSPORT
PERSONAL TRANSPORT
CORPORATE TRANSPORT
INFRASTRUCTURE
COMMERCIAL SCALEABLE
INTEGRATEDPERSONALISED
USABLE
HUMAN FACTORSERGONOMICS
USER EXPERIENCEHCIPSYCHOLOGY
ECONOMICS
USER EXPERIENCE
ENGINEERINGDESIGN
ENGINEERINGDESIGNSERVICE DESIGN
COMPUTER SCIENCECOGNITIVE PSYCHOLOGY
DESIGNENGINEERING
COMPUTER SCIENCEHCI
ENGINEERINGSERVICE DESIGN
INTERCONNECTED
SUSTAINABLE
SAFE EFFICIENT
INTELLIGENT
PUBLIC TRANSPORT
PERSONAL TRANSPORT
CORPORATE TRANSPORT
INFRASTRUCTURE
COMMERCIAL SCALEABLE
INTEGRATEDPERSONALISED
USABLE
HUMAN FACTORSERGONOMICS
ENGINEERINGSERVICE DESIGN
USER EXPERIENCEHCIPSYCHOLOGY
ECONOMICS
USER EXPERIENCE
ENGINEERINGDESIGN
ENGINEERINGDESIGNSERVICE DESIGN
COMPUTER SCIENCECOGNITIVE PSYCHOLOGY
DESIGNENGINEERING
COMPUTER SCIENCEHCI
Customer ExperienceRole
INFRASTRUCTURE
TECHNOLOGY
CUSTOMER NEED
BUSINESS NEED
Understand travel behaviour
EthnographyDiary Studies Simulation
Remote Observation
Lab Observation
Panel Review
Persona Development
Interviews Log File Analysis
Current knowledge of cutting/bleeding edge technological development
Mobile
Wearables
Internet of Things
Cashless Payment
Augmented Reality
Virtual Reality
Wireless Networks
Electrical Power
Big Data
Cloud
Tagging
Social
Interaction Design
Drones
Evaluation and validation of technology from a human perspective
Usability testing
System integration
Pilot studies
Formal evaluation
Heuristic review
Design of innovative user centric mobility solutions
Evidence driven
User centric
Disruptive?
Collaborative
Current knowledge of mobility solutions around the world
Customer Experience: Behavioural ModificationRole
1. Understand behaviour
6. Change behaviour
EthnographyInterviews
Diary StudiesLog File Analysis
SimulationRemote Observation
2. Define the problem
Detailed understanding of specific issuesHypothesis generation
3. Competitor and ‘family’ review
Review current technology (private sector, academia)other countries potential solutionspotential collaboration within the Catapults
4. Innovate and collaborate
Develop, test and validate innovative solutionsImpact assess
5. Introduce new technology
Customer awareness and conditioning pre-release
Ongoing understanding of behavioural impact, revised customer messaging
Summary
