Non-digital Travellers – Five Need-Based Personas to Understand Their Drivers and Needs

Book Chapter (2023)
Author(s)

Suzanne Hiemstra-Van Mastrigt (TU Delft - Responsible Marketing and Consumer Behavior)

Max Sampimon (Student TU Delft)

Claudia Spaargaren (TU Delft - Mechatronic Design)

Research Group
Responsible Marketing and Consumer Behavior
Copyright
© 2023 S. Hiemstra-van Mastrigt, Max Sampimon, C. Spaargaren
DOI related publication
https://doi.org/10.1007/978-3-031-26155-8_5
More Info
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Publication Year
2023
Language
English
Copyright
© 2023 S. Hiemstra-van Mastrigt, Max Sampimon, C. Spaargaren
Research Group
Responsible Marketing and Consumer Behavior
Pages (from-to)
74-92
Reuse Rights

Other than for strictly personal use, it is not permitted to download, forward or distribute the text or part of it, without the consent of the author(s) and/or copyright holder(s), unless the work is under an open content license such as Creative Commons.

Abstract

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.