TY - CHAP
T1 - Non-digital Travellers – Five Need-Based Personas to Understand Their Drivers and Needs
AU - Hiemstra-van Mastrigt, Suzanne
AU - Sampimon, Max
AU - Spaargaren, Claudia
PY - 2023
Y1 - 2023
N2 - Many people believe that low digital skills are only a problem of the elderly. However, the group of analogue or non-digital travellers is much larger and much more diverse than that. In the Netherlands alone, it is estimated that a group of 3–4 million people is not digitally able enough to make use of digital services. This is due to several reasons. In order to make use of digital mobility services, users need to be able and willing to use digital services. In transport, especially for demand responsive transport (DRT) services, the lack of digital skills can create a barrier for people to make use of the service. Based on insights from literature and interviews about digital skills, we have categorized the different groups of non-digital travellers, and created five need-based personas. On the basis of this, we formulated user requirements and design recommendations for mobility services, and for DRT services specifically.
AB - Many people believe that low digital skills are only a problem of the elderly. However, the group of analogue or non-digital travellers is much larger and much more diverse than that. In the Netherlands alone, it is estimated that a group of 3–4 million people is not digitally able enough to make use of digital services. This is due to several reasons. In order to make use of digital mobility services, users need to be able and willing to use digital services. In transport, especially for demand responsive transport (DRT) services, the lack of digital skills can create a barrier for people to make use of the service. Based on insights from literature and interviews about digital skills, we have categorized the different groups of non-digital travellers, and created five need-based personas. On the basis of this, we formulated user requirements and design recommendations for mobility services, and for DRT services specifically.
UR - http://www.scopus.com/inward/record.url?scp=85149475741&partnerID=8YFLogxK
U2 - 10.1007/978-3-031-26155-8_5
DO - 10.1007/978-3-031-26155-8_5
M3 - Chapter
AN - SCOPUS:85149475741
T3 - Lecture Notes in Mobility
SP - 74
EP - 92
BT - Towards User-Centric Transport in Europe
A2 - Keseru, I.
A2 - Randhahn, A.
PB - Springer
ER -