1. Synthesis of the Real “User Needs” 1 June 2000 Report to the European Commission Synthesis of Real “User Needs” for Information within Intermodal Journeys - Results

2. Synthesis of the Real “User Needs” 2 June 2000 Real ”User Needs” for Information within Intermodal Journeys TAP output on User Needs for Public Transport related services and information drawing principally on EuroTraCS and INFOPOLIS 2 projects Synthesised as part of CODE. This presentation available on http://www.trentel.org as part of the TAP Transport guidelines

3. Synthesis of the Real “User Needs” 3 June 2000 Determinants of User Needs –User Position –Travel Type –The Five Key Functions Journey Creation End Linkages ‘Tracking’ (Verification) ‘Forestalling’ (Short-term anticipation) On-the-spot Orientation –User Type

4. Synthesis of the Real “User Needs” 4 June 2000 User Needs - Overriding Principles The purpose of information Planning / Decision-Making Reducing Uncertainty –All the Key Functions relate to this theme The requirements of information content: Relevancy Accuracy / Reliability Timeliness Coherency / Consistency / Continuity An easy to follow structure Personalisation –Remembering Intermodality throughout

5. Synthesis of the Real “User Needs” 5 June 2000 User Needs - Main Results Long-distance travel / Urban travel are different Pre-trip Planning is quite distinct from en-route functions Key Functions en-route are very important User Types behave differently Key ‘Trouble Points’ exist Elderly and Disabled have specific needs

6. Synthesis of the Real “User Needs” 6 June 2000 Pre-Trip Planning - A Vital Step This is difficult to satisfy effectively despite much progress: Example: –International travel may have very many options for the main part of the trip –So the Traveller may limit himself to only a few choices –Choices depend on: Knowledge of what is possible Ease / Convenience of Travel Ease / Convenience of Obtaining Information Price Time available for booking in advance

7. Synthesis of the Real “User Needs” 7 June 2000 User Types Different Types –Distraught –Resourceful Novice –Professionals used to driving a car –Planners –Regular –Confident Door to Door –Technology Supporters –Calm and Collected How to provide –Develop range of tools that meets several user types. Try to produce alternative media which give the same message:

8. Synthesis of the Real “User Needs” 8 June 2000 User Needs Key Areas to focus efforts Elderly / Disabled Disruptions Pre-trip Lack of network cohesion Entering and leaving the network or a new operator Anywhere isolated (abandonment) Private car drivers

9. Synthesis of the Real “User Needs” 9 June 2000 Key Area - Disruptions Three locations where better information is required Pre-trip (at-home, at-office, at-hotel) On-board At stops and at intermediate points End-trip (if the Traveller makes a mistake)

10. Synthesis of the Real “User Needs” 10 June 2000 Key Area - Pre-Trip 'Outside the area' (e.g. airports transfers abroad) What are the options (especially long-distance): Pricing information Journey Planner failings (e.g. no airport and ferry check-in times, no pricing information, perhaps poor user-interface) Information for the whole route door-to-door

11. Synthesis of the Real “User Needs” 11 June 2000 Key Drivers for Success –Off-site information –Rapidity –Overlapping Information –Anticipation –Multi-Sensorality –Reliability –Multiple Languages –Recurrence –Standardisation –Urbanisation (Interchanges) –Systematic Approach –User-Friendliness

12. Synthesis of the Real “User Needs” 12 June 2000 Information Suggestions to improve Intermodality Pushing the 'secure' network out into the 'insecure' network (e.g. airport access map: airport is seen as ‘secure’) Public Transport network and quality: 'Solid / Reliable’, and visible Personalisation Commercial electronic services to 'use time' effectively: –e.g. internet-enabled phones, palm-top equipment, kiosks at departure lounges Audio help –but difficult to avoid 'clutter' and 'noise'