Tag Archives: service design

Self-driving bus service models and passengers User Experience

In the last months automotive world is talking a lot about autonomous and self-driving vehicles both for private and public transportation. During my day researches one day I found the exciting call for collaboration for Olli, the self-driving vehicle produced by Local Motors.

Designing the autonomous bus user experience is a complex task: for first because self-driving buses will serve the traditional public transportation diversified and multi-age target; second because without the driver and, in some cases, without a fixed route, passengers will have some new functional and informational needs.

The first part of my project started with a Service Design session focused on what kind of transportation services a self-driving bus can serve.

Personal on-demand shuttle

It’s like a Taxi/Uber, but less exclusive and more spacious. It brings one or more people from A to B. It can be reserved days in advance and can make various stops during a single dedicated service. The served area is restricted.

Shared on-demand shuttle

It’s like public transport service except for the fact that passengers can add a personalized stop to the route within the bus pertaining area. The route is dynamically optimized depending on users destinations and pick-up calls. The high level of complexity makes this service ideal for closed areas like small districts, big companies, entertainment parks etc.

Public Transport

It’s exactly the same public transport service as we know it.

Delivery service 

It’s like sending objects using a shipping company, but instead of giving the package to a human, users will schedule the shipment using an app or a dedicated device in the bus, and then they store the package in a secured housing inside the vehicle. The recipient will track the shipment in real-time and will be alerted when the bus is at the delivery point (or in front of his door). This service can be added to the “Shared on-demand shuttle” one, or it can be configured as an automated delivery service with customized buses and dedicated physical hubs.
This delivery service model is useful for companies that need to transport small parts within a relatively big space, or in modern cities creating a sort of fully automated shipping/delivery hubs for connecting wholesale shops and retails stores.

After this first Service Design session, I started a User Centered Analysis focused on the self-driving bus passengers needs. For designing a real accessible service, I defined only “analogue” needs excluding all the information/functions that a smartphone app could have. What you read is what my grandmother or a manager with a dead smartphone could need for using an autonomous bus.

What self-driving bus passengers need outside the bus

– Passengers need a purchase and reservation system that should be both digital (app), physical (street’s stops signs) and gestural (raising the hand for asking to catch the bus).
Here some examples of a simple bus stop sing with a call button (left) and an advanced stop sign with an integrated ticket machine and a digital screen (right).

SelfDriving_Bus_Stops_TicketsMachines_AntonioPatti

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Interaction Design related terms definitions

During the first Interaction Design Foundation Milan Chapter event, the group decided to define the most important interaction design related terms.

I started to approach professionally this field of Digital Communication a few months ago, but I care about User Experience since my first project in 2006.

My definitions are really general, almost philosophical. They are based on my daylife experience and on what I’m learning at Interaction Design Foundation courses.

UX is how users use and feel a digital product.

UI is what users see and use for interacting with a digital product.

IA is how contents and functions are titled and positioned in a digital product’s plain structure.

Usability is a digital product use efficiency rate.

Interaction Design is designing UX and IA and contributing to the UI.

Service Design is everything involves customers beyond the strictly digital product experience.

I hope you enjoy.
If you don’t, I agree with you. This is a User Experience feedback too 😉