The purpose of this report was to build on Transport Agency research report 540 ‘Customers’ requirements of multimodal travel information systems’ to provide practical market and customer research on the delivery methods that customers would prefer and to identify which would have the greatest impact on improving the quality of customers’ travel experiences.
This research was carried out between October 2014 and May 2015 in seven stages:
Stage 1: Literature and best-practice review focusing on identifying best practice for travel information systems, and methods to measure the effectiveness and customer satisfaction of travel information content and channels.
Stage 2: Baseline customer information needs (secondary analysis of data from RR 540) relating to New Zealanders’ current access and priority ranking of travel information needs.
Stage 3: A review of traveller information in New Zealand
Stage 4: User-centred design workshops and in-depth interviews
Stage 5: User-intercept and online surveys
Stage 6: Development of an implementation plan
Stage 7: Dissemination of information.
This report describes the above work and provides recommendations for future actions, which include: improvements to data quality, development and implementation of consistent standards and operating procedures, and ongoing monitoring.
Keywords: best practice, information channels, commercial travel information needs, commuter information, crowdsourcing, focus group, journey planning, multimodal, New Zealand, online survey, public transport, travel choice, travel information