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How technology can impact customer-facing train crew experiences

journal contribution
posted on 12.06.2020 by Luis Oliveira, Stewart Birrell, Rebecca Cain

Customer-facing train crew have to follow strict procedures to guarantee that trains are safe and run on time. They are also responsible for revenue protection and customer care. Human factors and ergonomics research are instrumental to understand the safety-critical aspects and improve work. We bring user experience research and personas to describe how train crew perceive their routines and how new technology may impact them. We conducted seven hours of interviews and 30 hours of shadowing observations with train crew (n = 22) to provide an understanding of who are they and to define their experiences. We present crew’s current routines and created two personas to represent them. One is slightly reluctant to adopt the proposed technology, whereas the other is more accepting. Results indicate how such technology may affect crew work ergonomics and experiences, and suggest which valuable aspects should be maintained, for example the positive interactions with passengers.

Funding

“CLoSeR: Customer Loyalty and Dynamic Seat Reservation System” project, funded by RSSB / Innovate UK (Grant No 102483).

History

School

  • Design

Published in

Ergonomics

Pages

1 - 15

Publisher

Taylor and Francis

Version

AM (Accepted Manuscript)

Rights holder

© Taylor and Francis

Publisher statement

This is an Accepted Manuscript of an article published by Taylor & Francis in Ergonomics on 11 Jun 2020, available online: https://doi.org/10.1080/00140139.2020.1772377

Acceptance date

21/05/2020

Publication date

2020-06-11

ISSN

0014-0139

eISSN

1366-5847

Language

en

Depositor

Prof Rebecca Cain Deposit date: 11 June 2020

Exports