User Needs Analysis Methodology for the Design of Traveler Information Systems - Human-Computer Interactions in Transport - page 41

Orleans. The successful strategies highlight positive points to be reinforced,
transferred or facilitated. Each event is likely to correspond to a potential need
shared by numerous travelers in numerous contexts. For example, the lack of a map
of the area was able to be pointed out at Candolle station with a student using the
tram line who did not know the sector very well. The corresponding need: “being
able to consult a map of the area” is potentially applicable for any traveler who does
not know this sector well.
2.5.4. The definition and evaluation of new services
Needs concerning the different services of aid to travelers have been identified in
the project, for example:
- at home (Website): a network map with the display of disruptions and actual
timetables, an itinerary computation taking into account disruptions, comparative
table of the travel modes, warnings concerning a line or an itinerary, area map with
the announcement of works, etc.;
- during travel (mobile site): the sending of text messages regarding disruptions,
the actual timetables taking into account early/delays, an updated computation of the
itinerary that integrates real times and disruptions, etc.;
- in vehicles : a dynamic synoptic of progress on the line, the times of the line
connecting at the next stop, the possible warnings and emergency solutions, etc.;
- at stops : the display of real times and possible disruptions, a station map for
connections, a map of the area with the position of other stops and list of possible
works, etc.
In a later phase of the project, the identified needs were structured in the form of
services diffused via the means of computerized media [VAL 10a]: Website, mobile
site, telephone (Figure 2.7).
Given the diversity of situations and profiles, the order of actions is potentially
very variable. The design was therefore centered on objects [SHN 04]: current
objects (network map, area map, etc.) or missing objects (real time disruptions, real
times the trains come, etc.). The objective is to facilitate access to information and to
limit the number of entry points by grouping together the objects concerned, for
example: map (consult, zoom, print, etc.); this structuring mode is particularly well
adapted to the design of new products.
Prototypes were developed, for example the computation directly accessible on
the network map and integrating the disruptions in real time. Fictitious images were
also created to simulate public displays on potential media (but not available in the