Navigating Multi-Modal Public Transport Systems: Real Time Perceptions of Processual Usability Using Video Methodology

Abstract

Collection of data of customer processes are difficult, due to its dynamic and complex nature. This study reports on some initial findings using a video-based methodology in collecting naturally occurring visual data of travellers using different modes of transport (bus, tram, train, boat, subway) in Stockholm City. The study involves able-bodied and disabled travellers (customers) and identifies environmental and processual factors that are critical for the passengers handling multimodal door-to-door trips.