"Shortly arriving at…” - customer-centric rail passenger information applications
Manchester Metropolitan University
With support from Abellio and Transport for Greater Manchester
This project sought to enable a transformation of the customer experience through information that is context-centric rather than data-centric. The project was led by academic experts in ‘ontologies’ . The project also involved industry experts from Abellio and Transport for Greater Manchester
The project aimed to develop an anthology to support customer decision making about onward journeys. The project demonstrated how a framework can be used for treating and assessing sophisticated personas, or passengers types. Using Manchester Piccadilly as a case study the anthology described all the transport modes accessible from the station one e.g. being: for a destination such as Manchester town hall is not "near" any network access points.
Workshops were held to determine the kind of information that different kinds of passengers require when they arrive at a major rail hub and were used to generate a range of passengers personas
In order to realise the potential benefits of this approach it would be necessary to test the anthology in new locations to refine it further.