A new perspective on personas and customer journey maps: Proposing systemic UX

[1]  S. Birrell,et al.  How technology can impact customer-facing train crew experiences , 2020, Ergonomics.

[2]  Stewart Birrell,et al.  Journey mapping from a crew's perspective: Understanding rail experiences. , 2020, Applied ergonomics.

[3]  Stewart A. Birrell,et al.  Analysing passengers’ behaviours when boarding trains to improve rail infrastructure and technology , 2019, Robotics and Computer-Integrated Manufacturing.

[4]  Stewart A. Birrell,et al.  What passengers really want: Assessing the value of rail innovation to improve experiences , 2019, Transportation Research Interdisciplinary Perspectives.

[5]  Timmy H. Tseng,et al.  Facilitation of consumer loyalty toward branded applications: The dual-route perspective , 2018, Telematics Informatics.

[6]  S. McCartney,et al.  'A Very Costly Industry': the cost of Britain's privatised railway , 2017 .

[7]  Tommy Gärling,et al.  How does travel affect emotional well-being and life satisfaction? , 2017 .

[8]  Stewart A. Birrell,et al.  Using Passenger Personas to Design Technological Innovation for the Rail Industry , 2017 .

[9]  Carlos Cardoso,et al.  Towards a more inclusive service development process for the wider population , 2017 .

[10]  Stewart A. Birrell,et al.  Understanding passengers’ experiences of train journeys to inform the design of technological innovations , 2017 .

[11]  R. Jupe,et al.  ‘A highly successful model’? The rail franchising business in Britain , 2017 .

[12]  J Mackrill,et al.  Using a bespoke situated digital kiosk to encourage user participation in healthcare environment design. , 2017, Applied ergonomics.

[13]  Glenn Lyons,et al.  Changing times – a decade of empirical insight into the experience of rail passengers in Great Britain , 2016 .

[14]  Sarah Sharples,et al.  Towards Understanding Information Needs and User Acceptance of Mobile Technologies to Improve Passenger Experience in Airports , 2016, ECCE.

[15]  Andrew J. May,et al.  Reducing temporal tensions as a strategy to promote sustainable behaviours , 2016, Comput. Hum. Behav..

[16]  Andrew May,et al.  An observational comparison of the older and younger bus passenger experience in a developing world city , 2016, Ergonomics.

[17]  Alisha Stein,et al.  Towards the identification of customer experience touch point elements , 2016 .

[18]  David Coyle,et al.  Empirically derived user attributes for the design of home healthcare technologies , 2015, Personal and Ubiquitous Computing.

[19]  Maria Cecília Calani Baranauskas,et al.  A value-oriented and culturally informed approach to the design of interactive systems , 2015, Int. J. Hum. Comput. Stud..

[20]  Carlos Aceves-González,et al.  Bus use in a developing world city: Implications for the health and well-being of older passengers , 2015 .

[21]  Mireia Farrús,et al.  New ethical challenges for today engineering and technology , 2015, Telematics Informatics.

[22]  Mark Wardman,et al.  Passengers’ valuations of train seating layout, position and occupancy , 2015 .

[23]  Val Mitchell,et al.  A persona-based approach to domestic energy retrofit , 2014 .

[24]  Stan Maklan,et al.  Customer service experiences , 2013 .

[25]  Viswanath Venkatesh,et al.  Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology , 2012, MIS Q..

[26]  Tomasz Miaskiewicz,et al.  Personas and user-centered design: How can personas benefit product design processes? , 2011 .

[27]  Ole Broberg,et al.  Participatory ergonomics in design processes: the role of boundary objects. , 2011, Applied ergonomics.

[28]  Ronald Schroeter,et al.  Enhancing the experience of public transport users with urban screens and mobile applications , 2010, MindTrek.

[29]  Glenn Lyons,et al.  The gift of travel time , 2008 .

[30]  Chris Chapman,et al.  The Personas' New Clothes: Methodological and Practical Arguments against a Popular Method , 2006 .

[31]  Marc Hassenzahl,et al.  User experience - a research agenda , 2006, Behav. Inf. Technol..

[32]  Peter C. Wright,et al.  Interdisciplinary criticism: Analysing the experience of riot! a location-sensitive digital narrative , 2006, Behav. Inf. Technol..

[33]  V. Braun,et al.  Using thematic analysis in psychology , 2006 .

[34]  J. Russell,et al.  The circumplex model of affect: An integrative approach to affective neuroscience, cognitive development, and psychopathology , 2005, Development and Psychopathology.

[35]  Martin C. Maguire,et al.  Methods to support human-centred design , 2001, Int. J. Hum. Comput. Stud..

[36]  M. Johnson,et al.  Rigour, reliability and validity in qualitative research , 2000 .

[37]  Detmar W. Straub,et al.  Information Technology Adoption Across Time: A Cross-Sectional Comparison of Pre-Adoption and Post-Adoption Beliefs , 1999, MIS Q..

[38]  D. Feeny,et al.  The Tragedy of the Commons: Twenty-two years later , 1990, Human ecology.

[39]  G. Hardin,et al.  The Tragedy of the Commons , 1968, Green Planet Blues.

[40]  Michael Farnsworth,et al.  A review of digital wayfinding technologies in the transportation industry , 2017 .

[41]  Russell Marshall,et al.  Design and evaluation: end users, user datasets and personas. , 2015, Applied ergonomics.

[42]  Mark van Hagen,et al.  Enhancing the Experience of the Train Journey: Changing the Focus from Satisfaction to Emotional Experience of Customers☆ , 2014 .

[43]  Jean-Michel Boucheix,et al.  Don't miss your train! Just follow the computer screen animation: Comprehension processes of animated public information graphics , 2014, Comput. Hum. Behav..

[44]  Andry Rakotonirainy,et al.  Pervasive Technology and Public Transport: Opportunities Beyond Telematics , 2013, IEEE Pervasive Computing.

[45]  Susan Turner,et al.  Is stereotyping inevitable when designing with personas , 2011 .

[46]  J. Grudin.  12 – WHY PERSONAS WORK: THE PSYCHOLOGICAL EVIDENCE , 2006 .

[47]  A. Parasuraman,et al.  The nature and determinants of customer expectations of service , 1993 .

[48]  Daniel V. Papero,et al.  Family Systems Theory and Therapy , 1983 .