Guiding travelers through unplanned disruptions in the Dutch public transport system
J.L.W. Ford (TU Delft - Industrial Design Engineering)
S. Hiemstra-Van Mastrigt – Mentor (TU Delft - Responsible Marketing and Consumer Behavior)
SC Mooij – Graduation committee member (TU Delft - Responsible Marketing and Consumer Behavior)
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Abstract
This thesis, conducted with 9292 as the client, addresses the challenge of improving real-time guidance for travelers in the Dutch public transport system during unplanned disruptions. These events, resulting in delays, cancellations, or missed connections, can cause uncertainty and stress for travelers.
The project applied a research and design approach, combining analyses of the Dutch transport landscape, the stakeholder network, 9292 as an organization and its services, and a comparison with other transport information platforms, alongside qualitative user research. Key insights revealed travelers’ needs, such as timely, clear, and personalized information, along with psychological fundamental drivers such as autonomy, recognition, and comfort.
Based on these findings, a future vision toward 2040 was developed, leading to the concept 9292 Assist: a strategic concept that integrates proactive disruption alerts, dynamic navigation, and personalized AI-driven advice. A phased roadmap outlines implementation steps from 2025 to 2040, aligning with technological and organizational developments.
The concept was evaluated through in-depth interviews with stakeholders and a quantitative study with travelers, addressing its feasibility, viability, and desirability. The outcomes provide 9292 with a clear direction to enhance disruption guidance, reinforcing its role as a trusted, user-centered travel advisor. It presents a vision for adaptive disruption navigation, where travelers feel seen, supported, and in control, even when their journey does not go as planned or anticipated.