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Travel Experience Cards: Capturing User Experiences in Public Transportation

Authors:
Alma Leora Culén
Maja van der Velden
Jo Herstad

Keywords: service design; interaction design; experience design; customer journeys; experience design cards

Abstract:
The paper presents a Travel Experiences Card (TEC) set, produced as a tool to understand user experiences in public transportation. The card set allows exploration of diverse user experiences, from preparing travel to arriving at the destination. The set is designed using images taken during participant observation and photographic documentation of public transportation experiences. Two ways or working with the card set are proposed, one based on forced association technique and the other on focus event tool. These allowed for the breadth and the depth of exploration, respectively. We tested the cards in one pilot workshop to fine-tune it as a tool, and then applied it in two workshops in order to evaluate its usefulness. We used three important experiences for users of public transportation: safety, joy, and arriving on time. We found that the method was useful for eliciting rich responses from our participants, and for understanding the ecology of experiences. We also consider the process of designing the card set, and its evaluation, to be of relevance.

Pages: 72 to 78

Copyright: Copyright (c) IARIA, 2014

Publication date: March 23, 2014

Published in: conference

ISSN: 2308-4138

ISBN: 978-1-61208-325-4

Location: Barcelona, Spain

Dates: from March 23, 2014 to March 27, 2014