Improving customer experience while ensuring data privacy for intelligent mobility
Lead Research Organisation:
Loughborough University
Department Name: Loughborough Design School
Abstract
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People |
ORCID iD |
| Tracy Ross (Principal Investigator) | |
| Andrew May (Co-Investigator) |
Publications
Ross T
(2020)
The personal and contextual factors that affect customer experience during rail service failures and the implications for service design.
in Applied ergonomics
| Description | (1) We have identified the key person, task and environment factors that are likely to be influential in determining the 'customer experience' outcome when system failures occur in the rail service. For example age, gender, disability, length of journey, time of day, weather. This is based on over 500 reports of 'problems' for rail users over the course of a year. (2) We have worked with 20 users, applying generative co-design to identify solutions to current mobility-related problems, the information that would need to be know about people in order to implement such solutions, and the user perspective on use of that data in terms of privacy and data sharing. |
| Exploitation Route | The findings in (1) above could be used by the rail industry and their suppliers and assessors before, during and after system failures. By collecting information about the people travelling and the context in which they are travelling, more tailored solutions to problems could be provided, or more fundamental re-design could be planned, with the intention of improving the customer experience. The findings in (2) above could be used to inform the development of future mobility solutions, the type of personal data/information needed to create a better user experience and , the ways in which this data might be used, e.g. in AI-supported systems. In addition it has potential to be exploited through research on citizen engagement with future public service development. |
| Sectors | Digital/Communication/Information Technologies (including Software),Healthcare,Leisure Activities, including Sports, Recreation and Tourism,Transport |
| Description | 'The impact of this work is recorded against grant ref EP/N028295/1' |
| Sector | Transport |
| Impact Types | Policy & public services |
| Description | A Digital Twin Platform of The Customer Journey for Future BAXI Advanced Services |
| Amount | £78,381 (GBP) |
| Organisation | Engineering and Physical Sciences Research Council (EPSRC) |
| Sector | Public |
| Country | United Kingdom |
| Start | 07/2019 |
| End | 04/2020 |
| Description | Faster, Safer, Better: Boarding and Alighting Trains |
| Amount | £120,697 (GBP) |
| Funding ID | COF-PTI-05 |
| Organisation | Rail Safety and Standards Board |
| Sector | Public |
| Country | United Kingdom |
| Start | 03/2017 |
| End | 02/2018 |
| Description | TOCAbility (TOC17) |
| Amount | £821,802 (GBP) |
| Funding ID | RSSB/2528/5 |
| Organisation | Rail Safety and Standards Board |
| Sector | Public |
| Country | United Kingdom |
| Start | 04/2017 |
| End | 12/2018 |
| Description | TOCAbility Project |
| Organisation | Arriva UK Trains Limited |
| Country | United Kingdom |
| Sector | Private |
| PI Contribution | Influencing the design of a system for disabled travellers to store their personal information such that it is used to provide them seamless assistance support on the rail network, in order to improve customer experience |
| Collaborator Contribution | Enable ID: development of the technical system. Atkins Global: project management of the implementation. Transport for London and Arriva providing the rail network access. Goss Consulting providing expertise on disabled travellers requirements. University of Surrey security of personal data |
| Impact | Still in development |
| Start Year | 2017 |
| Description | TOCAbility Project |
| Organisation | Enable ID |
| Country | United Kingdom |
| Sector | Private |
| PI Contribution | Influencing the design of a system for disabled travellers to store their personal information such that it is used to provide them seamless assistance support on the rail network, in order to improve customer experience |
| Collaborator Contribution | Enable ID: development of the technical system. Atkins Global: project management of the implementation. Transport for London and Arriva providing the rail network access. Goss Consulting providing expertise on disabled travellers requirements. University of Surrey security of personal data |
| Impact | Still in development |
| Start Year | 2017 |
| Description | TOCAbility Project |
| Organisation | Goss Consultancy Inc |
| Country | United Kingdom |
| Sector | Private |
| PI Contribution | Influencing the design of a system for disabled travellers to store their personal information such that it is used to provide them seamless assistance support on the rail network, in order to improve customer experience |
| Collaborator Contribution | Enable ID: development of the technical system. Atkins Global: project management of the implementation. Transport for London and Arriva providing the rail network access. Goss Consulting providing expertise on disabled travellers requirements. University of Surrey security of personal data |
| Impact | Still in development |
| Start Year | 2017 |
| Description | TOCAbility Project |
| Organisation | Transport for London |
| Country | United Kingdom |
| Sector | Public |
| PI Contribution | Influencing the design of a system for disabled travellers to store their personal information such that it is used to provide them seamless assistance support on the rail network, in order to improve customer experience |
| Collaborator Contribution | Enable ID: development of the technical system. Atkins Global: project management of the implementation. Transport for London and Arriva providing the rail network access. Goss Consulting providing expertise on disabled travellers requirements. University of Surrey security of personal data |
| Impact | Still in development |
| Start Year | 2017 |
| Description | TOCAbility Project |
| Organisation | University of Surrey |
| Country | United Kingdom |
| Sector | Academic/University |
| PI Contribution | Influencing the design of a system for disabled travellers to store their personal information such that it is used to provide them seamless assistance support on the rail network, in order to improve customer experience |
| Collaborator Contribution | Enable ID: development of the technical system. Atkins Global: project management of the implementation. Transport for London and Arriva providing the rail network access. Goss Consulting providing expertise on disabled travellers requirements. University of Surrey security of personal data |
| Impact | Still in development |
| Start Year | 2017 |
| Description | TOCAbility Project |
| Organisation | WS Atkins |
| Country | United Kingdom |
| Sector | Private |
| PI Contribution | Influencing the design of a system for disabled travellers to store their personal information such that it is used to provide them seamless assistance support on the rail network, in order to improve customer experience |
| Collaborator Contribution | Enable ID: development of the technical system. Atkins Global: project management of the implementation. Transport for London and Arriva providing the rail network access. Goss Consulting providing expertise on disabled travellers requirements. University of Surrey security of personal data |
| Impact | Still in development |
| Start Year | 2017 |
| Description | AHRC Challenges of the Future - Mobility |
| Form Of Engagement Activity | A formal working group, expert panel or dialogue |
| Part Of Official Scheme? | No |
| Geographic Reach | National |
| Primary Audience | Policymakers/politicians |
| Results and Impact | Part of the expert panel consulted for the AHRC Design Fellow Challenges of the Future on Mobility. Influencing the funding landscape for design research in mobility |
| Year(s) Of Engagement Activity | 2020 |
| Description | Creative Virtual data exchange |
| Form Of Engagement Activity | A talk or presentation |
| Part Of Official Scheme? | No |
| Geographic Reach | National |
| Primary Audience | Industry/Business |
| Results and Impact | Sharing of the raw data on customer complaints, plus our person/context analysis, in order to explore future collaborations |
| Year(s) Of Engagement Activity | 2020 |
| Description | GOYA design blog '4 Futures for City Trasnport' |
| Form Of Engagement Activity | Engagement focused website, blog or social media channel |
| Part Of Official Scheme? | No |
| Geographic Reach | National |
| Primary Audience | Industry/Business |
| Results and Impact | Contribution to future mobility vision 35 views/likes |
| Year(s) Of Engagement Activity | 2020 |
| URL | https://www.linkedin.com/pulse/4-futures-city-transport-omar-bakhshi/?trackingId=%2FeUPI8ECRRG0RAS8X... |
| Description | Galliford Try re motorway user experiences |
| Form Of Engagement Activity | A talk or presentation |
| Part Of Official Scheme? | No |
| Geographic Reach | National |
| Primary Audience | Industry/Business |
| Results and Impact | Discussion of the application of experience capture (used in the rail context) to motorway user experiences. |
| Year(s) Of Engagement Activity | 2020 |
| Description | Industry Advisory Board |
| Form Of Engagement Activity | A formal working group, expert panel or dialogue |
| Part Of Official Scheme? | No |
| Geographic Reach | National |
| Primary Audience | Industry/Business |
| Results and Impact | Ongoing group for knowledge exchange throughout the project lifetime. Membership from Rail Delivery Group, Rail Safety and Standards Board, Thales Ground Transportation Systems, Transport Systems Catapult, Enable ID, Digital Catapult |
| Year(s) Of Engagement Activity | 2016,2017 |
| Description | Ketech visit |
| Form Of Engagement Activity | A talk or presentation |
| Part Of Official Scheme? | No |
| Geographic Reach | National |
| Primary Audience | Industry/Business |
| Results and Impact | Presentation/discussion with customer information and data representatives from Ketech. Presenting the result of the research study on person, task and environment factors of relevance in rail complaints. Discussion of how the results could be used by Ketech to provide a better experience for rail passengers. |
| Year(s) Of Engagement Activity | 2019 |
| Description | LU Press Video 'Future Transport - Ask An Expert' |
| Form Of Engagement Activity | A broadcast e.g. TV/radio/film/podcast (other than news/press) |
| Part Of Official Scheme? | No |
| Geographic Reach | International |
| Primary Audience | Public/other audiences |
| Results and Impact | Answering questions posed by the public around future mobility and data. Over 600 views |
| Year(s) Of Engagement Activity | 2020 |
| URL | https://www.youtube.com/watch?v=KMBvGzg-q9c&t=3s |
| Description | RSSB R&D Programme 'Easy to Use Railway' |
| Form Of Engagement Activity | A talk or presentation |
| Part Of Official Scheme? | No |
| Geographic Reach | National |
| Primary Audience | Industry/Business |
| Results and Impact | Presented to the Rail Safety & Standards R&D Programme on the 'Easy to Use Railway' as an input to their knowledge exchange and future research planning |
| Year(s) Of Engagement Activity | 2020 |
| Description | Rail Delivery Group |
| Form Of Engagement Activity | A talk or presentation |
| Part Of Official Scheme? | No |
| Geographic Reach | National |
| Primary Audience | Industry/Business |
| Results and Impact | Presentation/discussion with several staff from Rail Delivery Group responsible for customer experience, customer information/data strategy, complaints, business planning. Presenting the result of the research study on person, task and environment factors of relevance in rail complaints. Discussion of how the results could be used by RDG to provide a better experience for rail passengers (e.g. via National Rail Enquiries). Led to discussions regarding some potential commercial work for RDG: evaluating current customer information provision and developing future customer experience strategy. Subsequently invited to present to the RDG Complaints Working Group who were developing a Code of Practice for complaints. Also, subsequent presentation to the Head of Customer Information Strategy at RDG. |
| Year(s) Of Engagement Activity | 2018,2019 |
| URL | http://www.raildeliverygroup.com |
| Description | Thales 'Rail Life' Team |
| Form Of Engagement Activity | A talk or presentation |
| Part Of Official Scheme? | No |
| Geographic Reach | National |
| Primary Audience | Industry/Business |
| Results and Impact | Exchange of information on our research on rail customer experiences and Thales studies on the same topic. |
| Year(s) Of Engagement Activity | 2020 |
| Description | Transport Focus |
| Form Of Engagement Activity | A talk or presentation |
| Part Of Official Scheme? | No |
| Geographic Reach | National |
| Primary Audience | Industry/Business |
| Results and Impact | Presentation/discussion with Senior Policy Advisor from Transport Focus Presenting the result of the research study on person, task and environment factors of relevance in rail complaints Discussion of how the results could be used by Transport Focus or the rail industry to provide a better experience for rail passengers Afterwards put in contact with 2 data companies in rail who may be interested in the research |
| Year(s) Of Engagement Activity | 2019 |
| URL | https://www.transportfocus.org.uk/ |
| Description | Trasnport System Catapult |
| Form Of Engagement Activity | A talk or presentation |
| Part Of Official Scheme? | No |
| Geographic Reach | National |
| Primary Audience | Industry/Business |
| Results and Impact | Presentation/discussion with lead for Mobility Services at Transport Systems Catapult. Presenting the result of the research study on person, task and environment factors of relevance in rail complaints. Discussion of how the results could be used by the rail industry, or for wider 'Mobility as a Service' providers to provide a better experience for users. |
| Year(s) Of Engagement Activity | 2018 |
| URL | https://ts.catapult.org.uk/ |
| Description | Virgin Trains |
| Form Of Engagement Activity | A talk or presentation |
| Part Of Official Scheme? | No |
| Geographic Reach | National |
| Primary Audience | Industry/Business |
| Results and Impact | Presentation/discussion with customer information and data representatives from Virgins Trains. Presenting the result of the research study on person, task and environment factors of relevance in rail complaints. Discussion of how the results could be used by Virgin Trains to provide a better experience for rail passengers. Follow-up call planned to discuss in more detail. |
| Year(s) Of Engagement Activity | 2019 |
| URL | http://www.virgintrains.co.uk |