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

Author

Listed:
  • Tiago Camacho

    (Urban Informatics Research Lab, School of Design, Creative Industries Faculty
    Queensland University of Technology)

  • Marcus Foth

    (Urban Informatics Research Lab, School of Design, Creative Industries Faculty
    Queensland University of Technology)

  • Andry Rakotonirainy

    (Centre for Accident Research and Road Safety Queensland (CARRS-Q), Faculty of Health
    Queensland University of Technology)

  • Markus Rittenbruch

    (Urban Informatics Research Lab, School of Design, Creative Industries Faculty
    Queensland University of Technology)

  • Jonathan Bunker

    (School of Civil Engineering and The Built Environment, Science and Engineering Faculty
    Queensland University of Technology)

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.

Suggested Citation

  • Tiago Camacho & Marcus Foth & Andry Rakotonirainy & Markus Rittenbruch & Jonathan Bunker, 2016. "The role of passenger-centric innovation in the future of public transport," Public Transport, Springer, vol. 8(3), pages 453-475, December.
    • Handle: RePEc:spr:pubtra:v:8:y:2016:i:3:d:10.1007_s12469-016-0148-5
    DOI: 10.1007/s12469-016-0148-5
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    More about this item

    Keywords

    Public transport innovation; Passenger-centric innovation; Service quality; Experience economy; Affective design; Interaction design;
    All these keywords.

    JEL classification:

    • L9 - Industrial Organization - - Industry Studies: Transportation and Utilities
    • L92 - Industrial Organization - - Industry Studies: Transportation and Utilities - - - Railroads and Other Surface Transportation
    • R4 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics
    • R40 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics - - - General

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