User-centred design in public transport: Discovering mobile user needs

In recent years, the design of mobile transportation apps has become a key area for cities and transport operators. However, less common is user research for the purpose of informing design. This paper reports findings from a mixed-method user study, which examined journey planning habits, usability of commercially available mobile transportation apps, and attitudes towards probabilistic recommendation (‘predictive’) digital journey planners. The study is part of a project aimed at incorporating a structured user-centred design process in the design of mobile apps for transportation,with study methodology intended to serve as an exemplar for future user-centred mobile app projects.Such a process is important for ensuring that transport apps are as successful as possible in meeting passenger needs. Findings will inform a later mobile app prototype, based on key design implications identified in the study: designing for distinct user groups, trust, user context, and adapting user research methods in transportation