Customer Experience Tool for Mobility Hubs

Developing a diagnostic tool to systematically evaluate and improve the passenger experience at intermodal transport hubs, structured around a hierarchical needs framework, from foundational requirements through to advanced experience quality.

The tool assesses hubs across four levels of passenger need: Safety & Certainty, Ease of Transfer, Comfort and Pleasantness & Experience.

This layered approach ensures that improvements are prioritised correctly — addressing what passengers need most before optimising for what they value most.

Role: Project Lead