Participatory design for optimizing the implementation of new transport technology

Abstract. The achievement of a seamless transportation system can potentially offer many efficiencies and passenger experience benefits. In support of this objective, many business units are moving towards a model similar to the air traffic control. However, lack of attention to the user experience at the control desk can negatively extend to the user experience of customers. Considering current advancements and risk potential, it is prudent to learn from the systems integration experiences of others. To achieve this aim, this study captured the unique experiences of end-users of new technology for safety-critical control systems. The results showed that a lack of end-user participation during the design process could put optimal system performance at risk. An ‘exemplary’ participatory process is shared, along with some of the benefits of following this method for end users. The paper closes with future research directions.