**4.2 Personalised and bespoke travelling**

"Inclusive travel" means that a trip is door-to-door, usually undertaken by a variety of modes including active ones and usable by everyone. The trip-maker requires knowledge of travel mode changes, parking, walking distance, accessibility at interchanges, facilities at various points in the trip (e.g. for meals, toilets, seating, escalator or lift), what to do in case of disruption, and details of destinations. The key hurdles on a trip include physical access/egress barriers, lack of accessible real-time trip information, route mapping, affordable and accessible technology, availability and reliability of support, and reliable multi-operator trip information.

However no 'seamless' or inclusive multi-modal travel is going to happen until all travel-related data are opened up, from both private and public sectors alike. This includes not only operational data, capacities and on board and in-situ facilities, but also information on:


This list is not exhaustive and more can be added, which leads to the need for new forms of data becoming increasingly available and integrated. "Citizen data", coming from individual users, can provide ratings, reviews, updates on current status and even personal information. This can help travellers in selection and use of services and products; it can also help service and operation providers, designers and developers to identify accessibility gaps, shortcomings and improvements. Examples of how citizen data are obtained currently include social media, apps and blogs, whereby citizens add information that will be of use to other people.

#### *4.2.1 Intelligent mobility*

The Internet of Things (IoT) has the potential to embed the smartness into everyday objects and enable them to send and receive data. Infrastructure underpinned by IoT will make it possible for open data to be fully employed for the future of intelligent mobility.

Intelligent mobility needs to be considered in terms of not only the technology and the solutions to problems such as congestion, pollution and even the "lack of joined up thinking" between different means of travel, but also the focus on users. Psychological issues of users need to be addressed if intelligent mobility is to work, understanding particularly the different needs and preferences represented by the increasing numbers of over 85 yrs. Autonomous vehicles (AVs) operating door-todoor, One-to-X user(s) and demand-responsive transport services could present a better solution for this group than trying to help them undertake multi-mode trips.

**67**

*Attitudes and Behaviours in Relation to New Technology in Transport and the Take-Up…*

MaaS is perhaps most relevant to those aged 85 + yrs., especially those who may be more vulnerable, live alone or are potentially isolated and may be 'dependent passengers' and thus are likely to be those needing a personalised service. However this appears to present the greatest challenge in MaaS. These people can be early adopters once transport policy is changed to facilitate the development of personalised travel. A place to start might be the full integration of patient and health/ hospital transport without it taking 9 hours to get people back home and this could

Transport operators, network providers and local and national governments are among the many stakeholders and there are indeed many beneficiaries, not just older people. However it has many challenges, including opening up of all travel and user data, both public and private, identifying physical and information gaps in the detail necessary to allow access and egress. There is a need to integrate accessibility-related travel and destination information into personalised travel information necessary to maximise mobility; the information needs to be e more

We also need to redefine future public transport. With the rise of AVs and other

Most technologies are not designed with older people in mind. Designers need to understand the criteria that people use to discriminate "good" from "bad" design of technology, consider the actual meaning of utility and relevance (of products, devices) to older users. The development and implementation of freely accessible 'learning' apps and websites that provide location details, images and dimension details to enable real and accurate travel choices to be made for use on both personal devices and in-situ guides is important and can make good use of Citizen data, if

So long as technology continues to develop, there will always be varying levels of tech-savviness However changing and improving access and mobility in relation to transport does not need to involve making people more 'tech-savvy': we can achieve small behaviour changes by using the behavioural economics concept of 'nudging' [70], which means that new technology must appear, to *ALL* people who are nontech-savvy, to be working in ways they already recognise, see as easy to use and as

• Start from the base of 'good technology' i.e. devices most people have or may be familiar with, e.g. iPad or similar, that can then be used as a platform for

• Encourage people by using their own cohort: for example technology suppliers and services providers could increase the presence of older staff at public

• Run regular attitude and behaviour change campaigns that nudge by focusing

on already identified user needs and likely future needs.

advanced technologies, future changes such as car ownership and dependency must be anticipated in a world where there is a great uncertainty in future mobility

**4.3 Adapting technology to suit all users including the 'not tech-savvy'**

*DOI: http://dx.doi.org/10.5772/intechopen.94963*

intuitive and creative in its presentation.

only this can be opened up, as mentioned above.

*4.3.1 The role of 'nudge'*

useful. Some of the 'nudges' include:

transport interchanges.

further new developments and apps.

patterns.

then be extended, for example, to include shopping.

*Attitudes and Behaviours in Relation to New Technology in Transport and the Take-Up… DOI: http://dx.doi.org/10.5772/intechopen.94963*

MaaS is perhaps most relevant to those aged 85 + yrs., especially those who may be more vulnerable, live alone or are potentially isolated and may be 'dependent passengers' and thus are likely to be those needing a personalised service. However this appears to present the greatest challenge in MaaS. These people can be early adopters once transport policy is changed to facilitate the development of personalised travel. A place to start might be the full integration of patient and health/ hospital transport without it taking 9 hours to get people back home and this could then be extended, for example, to include shopping.

Transport operators, network providers and local and national governments are among the many stakeholders and there are indeed many beneficiaries, not just older people. However it has many challenges, including opening up of all travel and user data, both public and private, identifying physical and information gaps in the detail necessary to allow access and egress. There is a need to integrate accessibility-related travel and destination information into personalised travel information necessary to maximise mobility; the information needs to be e more intuitive and creative in its presentation.

We also need to redefine future public transport. With the rise of AVs and other advanced technologies, future changes such as car ownership and dependency must be anticipated in a world where there is a great uncertainty in future mobility patterns.

#### **4.3 Adapting technology to suit all users including the 'not tech-savvy'**

Most technologies are not designed with older people in mind. Designers need to understand the criteria that people use to discriminate "good" from "bad" design of technology, consider the actual meaning of utility and relevance (of products, devices) to older users. The development and implementation of freely accessible 'learning' apps and websites that provide location details, images and dimension details to enable real and accurate travel choices to be made for use on both personal devices and in-situ guides is important and can make good use of Citizen data, if only this can be opened up, as mentioned above.

#### *4.3.1 The role of 'nudge'*

*Models and Technologies for Smart, Sustainable and Safe Transportation Systems*

users' needs.

**4.2 Personalised and bespoke travelling**

ties, but also information on:

*4.2.1 Intelligent mobility*

of intelligent mobility.

• Costs and payment channels and methods.

relating to the design of technology being user-centred to promote simple, intuitive, adaptable and possibly adaptive human machine interactions to meet individual

"Inclusive travel" means that a trip is door-to-door, usually undertaken by a variety of modes including active ones and usable by everyone. The trip-maker requires knowledge of travel mode changes, parking, walking distance, accessibility at interchanges, facilities at various points in the trip (e.g. for meals, toilets, seating, escalator or lift), what to do in case of disruption, and details of destinations. The key hurdles on a trip include physical access/egress barriers, lack of accessible real-time trip information, route mapping, affordable and accessible technology, availability and reliability of support, and reliable multi-operator trip information. However no 'seamless' or inclusive multi-modal travel is going to happen until all travel-related data are opened up, from both private and public sectors alike. This includes not only operational data, capacities and on board and in-situ facili-

• Accessibility at all levels including road surfaces, curbs, ramps, cycle lanes, walking distances, ticketing, boarding, alighting, resting places, parking and on-board seating availabilities, reservation choices, and access to facilities, etc.;

• Safety and comfort including access to support, flexible pedestrian/cyclist crossing times, road priority, visibility of vulnerable road users, detailed descriptions of spaces, seats and facilities, smart ticketing, etc.; and

This list is not exhaustive and more can be added, which leads to the need for new forms of data becoming increasingly available and integrated. "Citizen data", coming from individual users, can provide ratings, reviews, updates on current status and even personal information. This can help travellers in selection and use of services and products; it can also help service and operation providers, designers and developers to identify accessibility gaps, shortcomings and improvements. Examples of how citizen data are obtained currently include social media, apps and

blogs, whereby citizens add information that will be of use to other people.

The Internet of Things (IoT) has the potential to embed the smartness into everyday objects and enable them to send and receive data. Infrastructure underpinned by IoT will make it possible for open data to be fully employed for the future

Intelligent mobility needs to be considered in terms of not only the technology and the solutions to problems such as congestion, pollution and even the "lack of joined up thinking" between different means of travel, but also the focus on users. Psychological issues of users need to be addressed if intelligent mobility is to work, understanding particularly the different needs and preferences represented by the increasing numbers of over 85 yrs. Autonomous vehicles (AVs) operating door-todoor, One-to-X user(s) and demand-responsive transport services could present a better solution for this group than trying to help them undertake multi-mode trips.

**66**

So long as technology continues to develop, there will always be varying levels of tech-savviness However changing and improving access and mobility in relation to transport does not need to involve making people more 'tech-savvy': we can achieve small behaviour changes by using the behavioural economics concept of 'nudging' [70], which means that new technology must appear, to *ALL* people who are nontech-savvy, to be working in ways they already recognise, see as easy to use and as useful. Some of the 'nudges' include:

