The role of passenger-centric innovation in the future of public transport

Tiago Camacho, Marcus Foth (), Andry Rakotonirainy, Markus Rittenbruch and Jonathan Bunker
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Tiago Camacho: Urban Informatics Research Lab, School of Design, Creative Industries Faculty
Marcus Foth: Urban Informatics Research Lab, School of Design, Creative Industries Faculty
Andry Rakotonirainy: Centre for Accident Research and Road Safety Queensland (CARRS-Q), Faculty of Health
Markus Rittenbruch: Urban Informatics Research Lab, School of Design, Creative Industries Faculty
Jonathan Bunker: School of Civil Engineering and The Built Environment, Science and Engineering Faculty

Public Transport, 2016, vol. 8, issue 3, No 6, 453-475

Abstract: Abstract Although hard factors such as availability, efficiency, safety, and comfort make up the core of the public transport quality of service, they are only a part of the bigger picture. This bigger picture is modified and shaped daily, where the increasing permeation of technology creates new possibilities for passengers to experience their journeys. Despite technology becoming ubiquitous in public transport, it has had only limited impact on how passengers connect affectively and symbolically with the service. This “affective gap” is at the core of what differentiates private and public transport. Being able to reduce this gap is therefore valuable to passengers and public transport service providers alike. In this paper, we build on existing and ongoing work to discuss the relevance of a passenger-centric approach to innovation in the field of public transport. This passenger-centric approach puts passengers at the centre of future solutions, where their evolving needs, desires, and values are used to guide how to enhance the existing core functionality of the service. To test our hypothesis that passenger-centric innovation is valuable to passengers and advantageous to service providers alike, we put forward a review on how innovation is being approached in both the aviation and car industries. This review is supported by our own insights, which have been based on data collected from urban rail commuters in Australia. We further support our argument by looking at particular examples of innovation in the field of public transport, and discussing the existing barriers and drivers that can, respectively, hinder or propel passenger-centric innovation.

Keywords: Public transport innovation; Passenger-centric innovation; Service quality; Experience economy; Affective design; Interaction design (search for similar items in EconPapers)
JEL-codes: L9 L92 R4 R40 (search for similar items in EconPapers)
Date: 2016
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (3)

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DOI: 10.1007/s12469-016-0148-5

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