Personalizing the experience of a passenger before, during and after rail travel is an important target for any train operator if it wishes to retain their custom. The increase in digital technology and its access to both customers and train operators affords the opportunity to exploit and develop solutions that match the needs of the customer for a better and cheaper rail experience, while providing the operator with increased revenue and loyalty. This paper presents a systems requirements review for digital technology in the rail sector, with a particular focus on the use of mobile applications for improved customer experience and train crew efficiency. It considers the challenges faced when implementing such a system and explores the wider socio-economic issues present within the UK rail industry. A prioritization of key functional and non-functional requirements developed in this work promotes alignment with commercial interests of key stakeholders in rail. The literature review and stakeholder interviews reveal there is a need to increase adoption of smart ticketing solutions that allow the use of mobile phones, contactless cards and smart cards.
|Name||Advances in Transdisciplinary Engineering|
- Customer experience
- Systems architecture