One of the advantages that the car
has over public transport is that it takes the passenger from A – B, door to-
door, no changes, no hassle. So as well as being the ultimate consumer product,
it is also convenient and easy. But with the costs of motoring rising, and
roads becoming more congested, the car is losing much of its shine. Urban
planners are focused on reducing the number of private vehicles on the road,
and getting travellers onto the public transport network. The challenge for
transport operators is how to give travellers as easy and comfortable a journey
One element that would improve the
experience and encourage the shift from private to public transport would be to
improve the interchange between different stages in the passenger journey. The
need to interchange can arouse strong emotions in passengers – it is something
we’d rather avoid, it’s a moment of stress and uncertainty, it is a point where
we see the difference in service quality between the different parts of our
journey. Rarely have different operators invested in eliminating the gaps
created where two systems come together.
And complete journey is the
important concept. That is what we take. But on public transport different legs
are provided by different operators and take different forms. But each has to
work and work together for the journey to pan out.
The success of transport is about
multi-modal systems and making them work effectively. In the UK great steps are
being taken to integrate; in particular, HS2 offers opportunities to create
seamless interchanges which will be necessary to make the high-speed, high
volume, high frequency network operate reliably.
HS2 has been designed from the ground-up with
the needs of passengers at the very heart of the trains and station
In the Middle East places like
Jeddah are building a whole transport system in one go. Future smart cities
thinking may provide a platform to support all of this.
So getting it right is about
understanding those joins but across the piece – architecture & space,
service, information, etc. If we are to do interchange better they need to work
seamlessly together and be passenger focused – transport in the UK is run as a
commercial enterprise by individual organisations – hence interchange doesn’t
go as far as services waiting for a delayed inbound service. However, as
transport operators are increasingly seeing the commercial value in being more
passenger focussed , there is the prospect of change for the better when
collaboration between operators can deliver better interchanges within a
successful commercial model.
It’s about how we better support
journey planning. At the moment we still have to interact with each provider –
we can’t buy a door-to-door journey ticket. But why not? We don’t get many opportunities
when the interchange is free – e.g. in London if you make a journey by tube and
then transfer to bus you pay
twice…why? By contrast, Hong King has the Octopus card which does have the ability
to allow free interchange to a certain extent. Data is supporting the whole
journey planner although these are more often provided by third parties rather
than the actual service providers.
At the moment technology doesn’t
really support interchange in any meaningful way. We might have
some token efforts to provide some
information displays say in a station about the bus or metro service. The passenger
has to do the work to get real-time information. More apps are being developed,
again usually by third parties. But there are no real mechanisms to help
passengers respond to problems in real-time, or to rebook a leg of the journey,
for example. Integrated ticketing and data is needed.
There are also opportunities for
smarter technology. For example, if “the system” knows you are getting off at a
station to transfer to the local tram system, then a smart system might reserve
your train ticket to put you in a carriage near the right exit at the station.
There is a great opportunity to support passengers
better and great more personalized and adaptive services.
Then there is the physical
environment – how does the architecture and urban space help?
Fundamental is good wayfinding but
that can be extended into providing better
information before arrival – such as the
process for queuing for taxi ranks which varies from one location to another.
As new stations and airports are
developed, they are usually well designed to accommodate future anticipated growth
in capacity. They sometimes perform less well in accommodating future
interchange growth – so the taxi rank or bus stops or cycle racks don’t have
Often the problem for passengers is
it doesn’t feel like a single ecosystem. Each operator brand their bit differently,
has a different operational model so it behaves differently as the passenger
views it and critically the service quality will vary. The experience of say
arriving on a Virgin train and transferring to the tube or a bus puts you into
two very different experiences.
Key messages – getting interchange
right is key to great customer experience; making it work for passengers means
seeing it as an integrated journey and therefore focus on the joins; all the
bits have to work in harmony and this requires a change in service attitude
(providing a graceful & planned handover rather than being dumped on the
pavement!). The lesson service providers must learn is to look beyond their own
boundaries are consider the passengers journey end-end – that means looking
outwards rather than just within.
Labels: airport, interchange, passenger, passenger experience, passenger information, passenger satisfaction, rail, railway, transport