Modeling traveler experience for designing urban mobility systems

Ouail Al Maghraoui (1, 2) , Flore Vallet (1, 2) , Jakob Puchinger (1, 2) , Bernard Yannou (1)

1 LGI - Laboratoire Génie Industriel - EA 2606
2 IRT SystemX

Travelers interact with a large number and variety of products and services during their journeys. The quality of a travel experience depends on a whole urban mobility system considered in space and time. This paper outlines the relevant concepts to be considered in designing urban mobility. The goal is to provide a language and insights for the early stages of a design process. A literature review sheds light on the complexity of urban mobility from technical, socio-technical, and user experience (UX) perspectives. Observations of experiences in urban areas provide data for describing and understanding travel experience patterns and issues. The paper proposes a conceptual model to describe and analyze different facets of traveler experience, and categorizes problems that travelers face when they interact with an urban mobility system. A case study is reported illustrating the use of the conceptual model in identifying travel problems for a demand-responsive transport (DRT) service.

Mots clés: travel problems; System design; service; traveler experience

Domaines: Autre; Gestion et management; Méthodes et statistiques

Ouail Al Maghraoui, Flore Vallet, Jakob Puchinger, Bernard Yannou. Modeling traveler experience for designing urban mobility systems. Design Science, 2019, 5 (E7), ⟨10.1017/dsj.2019.6⟩. ⟨hal-02017696⟩