Customer journey public transport

Page 1

= REALLY HAPPY

PUBLIC TRANSPORT

= HAPPY = NOT HAPPY NOT UNHAPPY = UNHAPPY

AS IT IS

= REALLY UNHAPPY

ACTION:

NEED:

ACTION:

NEED:

ACTION:

NEED:

TRIP TO THE NEAREST STATION

TO GET TO THE STATION AS QUICK AS POSSIBLE

WAITING FOR BUS, TRAIN OR SUBWAY

HAVING TO WAIT AS LITTLE TIME AS POSSIBLE

BUS IS LATE, THE BUS TO STILL WAITING GET THERE

BEFORE

NEED:

ACTION:

NEED:

HAVE AN RELAXED TRIP

ANNOYED BY ALL THE NOISE

EXPLORE THE CITY

ACTION:

NEED:

GETTING TO A PLACE TO SEE A PART OF SIT DOWN THE CITY

ACTION: CROWDED, NO PLACE TO SIT

DURING

AFTER

ACTION:

NEED:

ACTION:

NEED:

ACTION:

NEED:

PAYS FOR THE TRIP. EXPENSIVE

LOTS OF MONEY

AT DESTINATION

RECOVER FROM TRIP

DISLIKES PT TRIPS

BETTER WAY TO GET TO DESTINATION


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