WMG, University of Warwick, Coventry, CV4 7AL, United Kingdom.
Design School, Loughborough University, Loughborough, LE11 3TU, United Kingdom.
Appl Ergon. 2020 May;85:103063. doi: 10.1016/j.apergo.2020.103063. Epub 2020 Feb 1.
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.
技术发展为铁路行业的服务现代化带来了多样化的机会。可以实施系统来改善乘客的体验，但这也可能影响到在火车上工作的机组人员的体验。这项首创性的研究扩展了客户旅程图作为一种设计工具的概念，以了解机组人员的体验。为了制作这些机组人员的旅程图，采用了访谈和用户观察方法（N=22）。结果表明，机组人员在站台-列车接口和在进行收入保护活动时会遇到两个主要的负面接触点。本文提出了一种围绕旅程图的创新方法学贡献，以更好地理解铁路体验，但围绕机组人员而不是预期的消费者体验。我们在本文的结论中提出了对技术系统的要求，并指出了为机组人员的工作实践和体验设计系统以产生以人为本的改进的机会。
