Gothenburg Traffic and Transit Authority – PASSENGER INFORMATION NEEDS AND REQUIREMENTS 1996

Description

The GOTIC project “Passenger Information Needs and Requirements” (1994, Gothenburg) analyzed how passengers experience uncertainty and what information they need to plan and complete journeys. Using focus groups, ride-along observations and passenger log-books, the study identified common problems—poor calling out of stops, ticketing and validation issues, service changes and delays, incomplete timetables and maps, difficulty identifying stops, and insufficient on-board information. It defines three essential functions for public-transport information: communicative (clear identity/idiom and recognisability), pedagogic (easy-to-learn, consistent, legible presentation) and operational (complete, correct, up-to-date, relevant data, and effective disruption signalling). The report stresses that information must meet all three aspects together to reduce passenger uncertainty, and that failures in any area worsen confusion. Project phases include theory (requirements), experience (product design), and manual (specifications). The output is a practical guideline and checklist for transport authorities, product developers and procurers, with suggestions to exploit new information technologies for individualized routing and timely updates.