User feedback collection
One of the outputs of VoxPop was the development of a new feedback customer tool by CARRIS, the bus and tram operator of the city of Lisbon. This tool filled a gap in the collection of Public Transport user feedback, in contrast with the available feedback from users of shared and on-demand mobility. It was designed for the digital era to generate useful information for the transport operator. It was co-created with CARRIS personnel from various departments but also by customers, ensuring the development of an appealing and functional product.
First, bibliographical research was done on the subject, and user needs were identified through interaction with users of public transport in Lisbon (3 focus groups, 6 in-depth interviews and 2 workshops) to collect relevant information on the use of transport and potential ways to motivate users to share this information. It is important to notice, that although this happened during the covid restrictions, 33 customers participated.
The conclusions of the study were the following:
- There is a connotation of “giving feedback” in public transport with making complaints, but at the same time there is no habit of complaining on public transport.
- Travel time and comfort were identified as the most relevant factors for customers to provide feedback.
- Customers want to receive a trigger to give feedback during the trip, when they are closer to the experience and have greater availability.
Second, a prototype was build based on the needs identified and prioritized for both customers and public transport operators. The prototype was web-based and focused on the platform and contact points, the process for triggering feedback, the design of the questionnaire(s), the frequency of feedback and the rewards for the users providing feedback. The latest two aspects were crucial, on the one side, users of Public Transport are usually frequent customers, so the feedback should not be requested for all trips, on the other side, rewards are expected to be related to the operator doing improvements based on the feedback, but also part of a gamification scheme.
Third, a pilot was executed. For the pilot to happen there was the need to connect the feedback to a concrete trip, vehicle and driver, so the web app was able to gather this data from the vehicle itself using a low energy Bluetooth connection provided by the in-vehicle ticketing system. With regards to the use of the feedback received, it is key to secure that the feedback reaches the right person.
Navigation for Vulnerable Road Users
The Navigation support tool for vulnerable city users was designed in 4 steps:
- Literature review
- User requirements: A total of 21 interviews among two groups of mobility impaired persons were held (people with visual disability/impairment and people in wheelchair), discussing about
- The use of public and/or private transport within the greater area of the city of Lisbon
- Vulnerability situations or moments when moving in the city
- Barriers to mobility
- How can a navigation support tool be useful for your needs
- What tools and modes are currently used to plan trips in the city of Lisbon
- Level of digital literacy, internet access and use of smartphones.
- User diaries to assess the travel experience (including trip planning and trip execution)
- Benchmarking of digital tools for visually impaired people, wheelchair users and for all impairments.
The recommendations extracted from the above steps were the following:
- Aggregated information.
- Reliable and updated datasets.
- Offline navigation capabilities.
- Visibility (and accessibility) of tools and datasets.
- More reliable, updated and accessible data about accessibility and obstacles.
- New digital solutions to foster accessibility and safety.
- Two-way channel with public transport operators and the city authorities to share needs and requirements.
Additionally, the following functionalities were planned:
- Stop accessibility: secure that users know in advance if they are going to be able to board / alight at that stop, what is the comfort level during the waiting time, how easy it is to get to the stop.
- Vehicle occupancy level: inform users of the occupancy level expected from a vehicle.
- Vehicle arrival information / Identification of stops and alert for bus departure: User wants to know which bus is approaching the stop and, once inside the vehicle, the stop at which he/she should get off.
The CARRIS app for providing Public Transport real time information and navigation
CARRIS has already an app to provide real time information about the Public Transport services as well as to provide navigation services. None of the two CARRIS apps planned in VoxPop and presented above were finally developed, still the list of requirements and functionalities from both apps will be included in the new versions of the existing CARRIS app.
EMEL decided to create a mobile application to bring together different segments of users of its services and to create mechanisms to encourage the adoption of more sustainable mobility habits by presenting integrated information of all EMEL services together with other mobility related information of the city of Lisbon.
First a mapping of existing apps was executed, analysing a total of 43 apps. Second, the app was designed following a Design Thinking process to define the architecture and the requirements for its implementation.
This process allowed to map the needs, preferences and expectations of the EMEL services users with regards to integrating ePark and GIRA applications into a single user interface. Customer segments potentially using the app were identified and their needs prioritised. A prototype was then developed allowing to navigate the structure and functionalities of the app for validation purposes by the potential users. In total, 523 people participated, including 504 users of EMEL services and people from 8 different EMEL teams.
Although the app has not been finally developed, an extensive list of requirements and its architecture has been delivered.
