Public Transportation Systems with robust information platforms allow their customers to access vehicle related information expecting that well-informed customers have a better riding experience or perceive waiting times shorter. Unfortunately that is not the case of users of urban transportation systems in large developing cities who often report poor user experience. We present the results of a user study of a visualization project that complements the information available to bus dispatchers at the control room with a graphic representation of the on-going customer experience. The aim of the project is to promptly support dispatcher’s response to unforeseen situations that undermine quality of service. From the evaluation of a visualization prototype we derive some design guidelines for the inclusion of the customer experience in the operation visualization displayed at PTS control room.
MetroCali, the urban transportation authority of the City of Cali, is equipped with a myriad of modern sources of data (a massive network of sensors and 160 cameras deployed across the system). By processing real-time video of the daily activity in the main stations we intend to interpret the ongoing quality of experience and communicate it to dispatchers at the control room.
Interpretation of User Quality Experience
Quality of experience is defined as the degree a given system fulfills user’s tacit or explicit expectations. We are interested specifically in satisfying two customer expectations: shorter waiting time and comfortable crowd size on buses and platforms. Based on those two factors and other surveyed aspects of route scheduling we developed an agent-based simulator that replicates the system operation and plots customers’ experience.
Lengthy commuting times, unreliable schedules and overcrowded stations are the consequences of low levels of service that impact directly the customer quality of experience. Former studies show how technological interventions can improve the overall customers satisfaction on PTS by improving these factors.