As part of the “Experience & Cognition” research program, SNCF Innovation & Research and SNCF Transilien are interested in understanding and improving the orientation and information intake of customers and passengers during their journeys in the Ile-de-France region (excluding Mainline trains).We adopted a dual ethnological and behavioral approach with the support of a behavioral scientist.We tracked and interviewed 30 passengers (using 1st person and 3rd person shots) to understand the factors of uncertainty and anticipation that influence their decision-making and orientation.

Results

In this way, we modeled the journey according to passenger profiles and identified systematic courses of action based on predictable behaviors and station contexts.