Passenger journey example To understand travellers, designers of the ICS combine properties of passengers with infrastructure and environments, they move through, together with tasks to be completed along their path. This produces understanding of the travellers needs in terms of language, understanding of concepts, stress, and more, and allows to establish which, where and when information is needed, and by which means it should be provided. Apart from this, user interaction concepts can be explored through a passenger journey, as this presentation illustrates. You will see various steps of a passenger journey, appearing needs, encounters with different environments, all having consequences in terms of interaction on an ICS mobile app.

1. Enhancing
interconnec-vity
of
short
and
long
distance
transport
networks
through
passenger
focused
interlinked
informa-on-­‐connec-vity
Project
266250.
Coordinator:
STAR
ICS
Model
Applica/on
Frankfurt/Amsterdam
MS16/17
author:
ESPI/5W
12.02.2014
IC-­‐IC

2. Send update‘on my way’
Show transport options to navigate to
brother’s house
Japanese elderly couple & daughter visiting their son in Amstelveen (Tokyo - Frankfurt - Schiphol)
Airport (Tokyo) Transfer at Frankfurt
AnswersQuestions
Immediate
Open
Aimed
SolutionsTechnologies
A list of the technological consequences of the solutions above
<
=
>
Arrival at Schiphol
An ad of the app shows up on travel
booking sites, before and after booking.
Short video that explains the app in the
app store
Show app in app store, also when
clicking on the banner.
Explanation video. Start-up tips
like‘share with people at home’
and filling own journey details
Show facilities and options to reserve assistance
at Frankfurt and Schiphol + tips like‘take a 2€-
coin for the wheelchair’
Show rules and regulations
Show option so share the app and
your trip and send an invite to the
brother to download the app
Show nearest toilet (on route),
show the option to show this
at all times.
Show the updated journey overview. Always
show an option to update the latest info.
Show info about wheelchair
option (‘you need a 2€-coin, etc.’),
show option to call for assistance.
Show nearest toilet at the
press of the button.
Show next step and
directions to get there.
Show luggage details
Show posters at EU gates,‘flight delayed?
Check the app for consequences’
The app should automatically download all the information that is
needed during flight an hour for departure, while there is still
internet.
People can connect with their family or friends through the app, so
they can get updated about their journey progress.
They see where the other is right now, and they can send messages
Flight
Show possibilities of going outside
the airport + entertainment facilities
within airport.
Show location and info about
wheelchair.
At home (Tokyo, 2 weeks before)
I need to prepare
my trip to Europe
What can I do with this
app? Is it useful for me?
I want this app
How can I use it
for my trip?
My mother is disabled,
can we expect help at
transfer at arrival? How much presents and what
food are allowed to bring.
Can I use the app
in the plane?
My flight is delayed, what
does it mean for my transfer? I need to let my brother
know we will be later.
My parents need help getting to
the right gate on time, where is
that wheelchair?
Do I need to transfer my
luggage myself during
transfer in Frankfurt?
QR-code i n discount coupon from
'Subway'. Scan in app wil show how
and where to use it in Frankfurt/
Schiphol.
I found this 'Subway'coupon
in the Airline magazine.
Do I need to transfer my
luggage myself during
transfer in Frankfurt?
Will our wheelchair be
ready right after we get
out of the plane? They need to go to
the toilet first.
Show journey overview with time left
Show facilities and show 'Subway'
coupon and how to get there.
What are our next steps to
our connecting flight?
Do we still have time to
get something to eat?
How do we get to the gate
Show navigation to a quiet
place. This can be an unused
gate or a dedicated space.
Dad needs a quiet place to
take his medication, where
shall we go?
Show next step and
directions to get there.
Flight
My parents need assistance
with the wheelchair.
I need to go to
the toilet, now!
Where can we get our
luggage? How do we
get there?
I don't see the luggage on
the band, is it lost or do I
need to wait?
How do I get to my
brother after arrival?
Where is the
train station?
How do I buy my
train/bus tickets?
Navigate to train station
Explain the system (culture dependent):
Price, How to buy, Known problems
I want to tell my
brother, we are on
our way.
App downloads the right information for
in the plane one hour before departure.
Show the updated journey overview. Always
show an option to update the latest info.
Show overview of transfer process at FRA
Show message‘go to customer assistance
terminals, located just outside the entrance of
your terminal’or navigation

3. Japanese
family
Aki
Toshihiro:
78
yrs
Kin:
75
yrs
Ayame:
45
yrs
They
are
going
to
visit
their
son
Akira
in
the
Netherlands.
They
booked
the
flight
Tokyo
-­‐
Frankfurt
-­‐
Schiphol

4. Kin
is
disabled
and
will
need
assistance
and
a
wheelchair
by
moving
from
one
place
to
the
other.
Toshihiro
has
diabetes
and
wants
to
know
where
he
can
find
medical
help
at
all
-mes.
They
want
to
bring
lots
of
Japanese
food
for
their
son's
family
and
toys
for
his
kids.

5. Daughter
Ayame
discovered
an
ICS
ad
on
the
booking
site
and
just
downloaded
the
ICS-­‐
app.
She
is
unfamiliar
with
European
airports,
so
this
could
be
helpful
to
guide
her
and
her
parents
during
the
trip.

6. How
can
I
use
this
app
for
my
trip?
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

7. How
can
I
use
this
app
for
my
trip?
At
home
(Tokyo)
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

8. How
can
I
use
this
app
for
my
trip?
At
home
(Tokyo)
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

9. I
have
a
QR-­‐code
on
my
-cket
At
home
(Tokyo)
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

10. I
have
a
QR-­‐code
on
my
-cket
At
home
(Tokyo)
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

11. How
can
I
use
this
app
for
my
trip?
At
home
(Tokyo)
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

12. How
can
I
use
this
app
for
my
trip?
At
home
(Tokyo)
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

13. Can
we
also
expect
help
with
my
mother’s
wheelchair
during
transfer?
At
home
(Tokyo)
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

14. Can
we
also
expect
help
with
my
mother’s
wheelchair
during
transfer?
At
home
(Tokyo)
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

15. Can
we
also
expect
help
with
my
mother’s
wheelchair
during
transfer?
At
home
(Tokyo)
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

16. Can
we
also
expect
help
with
my
mother’s
wheelchair
during
transfer?
At
home
(Tokyo)
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

17. How
many
presents
and
what
food
items
are
allowed
to
bring?
At
home
(Tokyo)
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

18. How
many
presents
and
what
food
items
are
allowed
to
bring?
At
home
(Tokyo)
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

19. How
many
presents
and
what
food
items
are
allowed
to
bring?
At
home
(Tokyo)
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

20. How
many
presents
and
what
food
items
are
allowed
to
bring?
At
home
(Tokyo)
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

21. How
many
presents
and
what
food
items
are
allowed
to
bring?
At
home
(Tokyo)
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

22. My
flight
is
delayed,
what
does
it
mean
for
my
transfer?
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

23. My
flight
is
delayed,
what
does
it
mean
for
my
transfer?
Airport
Tokyo
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

24. I
need
to
let
my
brother
know
we
will
be
later.
Airport
Tokyo
Ayame,
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

25. I
need
to
let
my
brother
know
we
will
be
later.
Airport
Tokyo
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

26. I
need
to
let
my
brother
know
we
will
be
later.
Airport
Tokyo
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

27. I
found
this
'Subway'-­‐
coupon
in
the
Airline
magazine.
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

28. I
found
this
'Subway'-­‐coupon
in
the
Airline
magazine.
In
the
airplane
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

29. I
found
this
'Subway'-­‐coupon
in
the
Airline
magazine.
In
the
airplane
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

30. I
found
this
'Subway'-­‐coupon
in
the
Airline
magazine.
In
the
airplane
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

31. I
found
this
'Subway'-­‐coupon
in
the
Airline
magazine.
In
the
airplane
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

32. In
the
airplane
Will
our
wheelchair
be
ready
right
a_er
we
get
out
of
the
plane?
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

33. Will
our
wheelchair
be
ready
right
a_er
we
get
out
of
the
plane?
In
the
airplane
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

34. Will
our
wheelchair
be
ready
right
a_er
we
get
out
of
the
plane?
In
the
airplane
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

35. My
dad
needs
to
go
to
the
toilet
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

36. My
dad
needs
to
go
to
the
toilet
Arrival
Frankfurt
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

37. My
dad
needs
to
go
to
the
toilet
Arrival
Frankfurt
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

38. My
dad
needs
to
go
to
the
toilet
Arrival
Frankfurt
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

39. Arrival
Frankfurt
Do
we
s-ll
have
-me
to
get
something
to
eat?
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

40. Do
we
s-ll
have
-me
to
get
something
to
eat?
Arrival
Frankfurt
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

41. Do
we
s-ll
have
-me
to
get
something
to
eat?
Arrival
Frankfurt
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

42. Do
we
s-ll
have
-me
to
get
something
to
eat?
Arrival
Frankfurt
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

43. AEer
customs
Dad
needs
a
quiet
place
to
take
his
medica-on,
where
shall
we
go?
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

44. Dad
needs
a
quiet
place
to
take
his
medica-on,
where
shall
we
go?
AEer
customs
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

45. Dad
needs
a
quiet
place
to
take
his
medica-on,
where
shall
we
go?
AEer
customs
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

46. AEer
security
How
do
we
get
to
the
gate?
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport
Custom
picture
–
airport
scenario

47. How
do
we
get
to
the
gate?
AEer
security
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

48. How
do
we
get
to
the
gate?
AEer
security
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

49. At
the
gate
I
need
my
boarding
card
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

50. I
need
my
boarding
card
At
the
gate
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

51. I
need
my
boarding
card
At
the
gate
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

52. In
the
airplane
How
do
I
get
to
my
brother
a_er
arrival?
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

53. How
do
I
get
to
my
brother
a_er
arrival?
In
the
airplane
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

54. How
do
I
get
to
my
brother
a_er
arrival?
In
the
airplane
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

55. How
do
I
get
to
my
brother
a_er
arrival?
In
the
airplane
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

56. How
do
I
get
to
my
brother
a_er
arrival?
In
the
airplane
Strandvliet
3
Amstelveen
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

57. How
do
I
get
to
my
brother
a_er
arrival?
In
the
airplane
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

58. How
do
I
get
to
my
brother
a_er
arrival?
In
the
airplane
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

59. Arrival
Schiphol
I
don't
see
the
luggage
on
the
band,
is
it
lost
or
do
I
need
to
wait?
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

60. I
don't
see
the
luggage
on
the
band,
is
it
lost
or
do
I
need
to
wait?
Arrival
Schiphol
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

61. I
don't
see
the
luggage
on
the
band,
is
it
lost
or
do
I
need
to
wait?
Arrival
Schiphol
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

62. AEer
luggage
belt
How
do
I
get
to
my
brother?
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport
Custom
picture
–
airport
scenario

63. How
do
I
get
to
my
brother?
AEer
luggage
belt
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

64. How
do
I
get
to
my
brother?
AEer
luggage
belt
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

65. How
do
I
get
to
the
train
sta-on?
AEer
luggage
belt
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

66. At
main
hall
How
do
I
buy
my
train/
bus
-ckets?
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

67. How
do
I
buy
my
train/bus
-ckets
At
main
hall
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

68. How
do
I
buy
my
train/bus
-ckets
At
main
hall
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

69. How
do
I
buy
my
train/bus
-ckets
At
main
hall
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

70. At
main
hall
I
want
to
tell
my
brother
we
are
on
our
way.
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

71. I
want
to
tell
my
brother
we
are
on
our
way.
At
main
hall
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

72. I
want
to
tell
my
brother
we
are
on
our
way.
At
main
hall
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

73. I
want
to
tell
my
brother
we
are
on
our
way.
At
main
hall
at
home
at
Akira’s
place
Tokyo
airport
transfer
Frankfurt
Schiphol
airport

74. The
research
leading
to
these
results
has
received
funding
from
the
European
Community's
Seventh
Framework
Programme
(FP7/2007-­‐2013)
under
grant
agreement
n°
266250.