Journey mapping from a crew's perspective: Understanding rail experiences

Technological developments present diverse opportunities to modernise services for the rail industry. Systems can be implemented to improve passengers’ experiences, but these may also affect the experiences of crew working on board trains. This first-of-a-kind research extends the concept of custome...

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Bibliographic Details
Published in:Applied ergonomics 2020-05, Vol.85, p.103063-103063, Article 103063
Main Authors: Oliveira, Luis CR, Birrell, Stewart, Cain, Rebecca
Format: Article
Language:English
Subjects:
Adult
Customer journey map
Female
Humans
Male
Man-Machine Systems
Qualitative Research
Qualitative study
Railroads
Shadowing
Systems Analysis
United Kingdom
User experience
User-Computer Interface
Work - psychology
Work satisfaction
Workflow
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Summary:Technological developments present diverse opportunities to modernise services for the rail industry. Systems can be implemented to improve passengers’ experiences, but these may also affect the experiences of crew working on board trains. This first-of-a-kind research extends the concept of customer journey mapping as a design tool to understand the experiences of train crew. To produce these crew journey maps, interviews and user observation methods were adopted (N = 22). Results show that two main negative touchpoints for the crew occur at the platform-train interface and during revenue protection activities. This paper presents an innovative methodological contribution around journey mapping to better understand rail experiences, but revolving around the crew rather than the expected consumer experience. We conclude this paper proposing requirements for technological systems and indicate opportunities for the design of systems to generate human-centred improvements for the working practices and experiences of train crew. •Interview and shadowing methods were used with train crew.•A crew experience journey map was produced.•Technology can help improve safety during boarding and reduce mechanical work.•There is the risk of removing enjoyable parts of current work routines.
ISSN:0003-6870
1872-9126
DOI:10.1016/j.apergo.2020.103063