Video-based Analysis of Ordinary and Disabled Travellers Handling Multimodal Door-to-door Trips
P Echeverri, Karlstad University, SE
Travelling in a multimodal transport system are highlighted in a study of disabled travelers using different kinds of transport modes in Stockholm. Based on video and think-aloud methodology we present some findings of critical process factors.
Background and objectives
Public transport operators often identify problems for travellers to manage the physical environment of transport service. The experience of travelling from door to door in a multimodal transport system is not an easy task. In the nodes between different transport modes, ordinary people have problems navigating the system. Physical prerequisites and communicative symbols, signs and artefacts are not always in accordance with customer thinking and physical movements. These problems are even bigger when it comes to disabled people. The door-to-door experience invites the passenger to substantial problems, especially in the nodes between transport modes. If these problems could be managed for these customers we would have a more accessible public transportation with social well being and much lower costs for the society as a whole. Public transportation would also be more appealing for a broad customer base.
These problems are highlighted in this study where different customers with different kinds of handicap, are equipped with a mobile microphone to document customer perceptions, thoughts and emotions, during a trip from their home to different chosen destinations. During the transport a second person (researcher) use a mobile video camera to document the physical and communicative environment perceived by the customer. The travellers are invited to contribute by a ?think-aloud methodology, a psychological method for documenting spontaneous and introspective perceptions of the travel experience. We catch empirical data "on the spot", which is more accurate, contextual and dynamic in comparison with traditional retrospective surveys.
Results and future actions
This study focus on travellers' experiences as a resource for developing a more accessible and save travel environment, with implications for marketing information procedure. On customer level we identify physical attributes, spatial factors, self service machines, guiding sounds, communicative signs (or lack of signs), transport noise etc. as critical factors. The travel process is perceived as difficult, less accessible and gives a sense of being unsecured. Travellers hesitate to use the public system with social segregation and high community costs as a consequence. The method, using natural occurring data ?out there" is a tool to get more detailed information on actual purchase and consumption of the transport service. Travellers' perceptions could be a starting point for re-engineering different service components, produced by different actors in the transportation system. Different commercial transport sectors (bus, taxi, train, tram, airway, boat etc), community authorities, regional authorities and different customer representatives could use this kind of information as a platform for a more profound dialogue, promoting a long term, accessible and sustainable transport system.
Association for European Transport