User Needs scenarios

Traveline has received marketing advice (more details) that user needs scenarios should be identified. This will enable research into user needs and satisfaction to be focused on particular user needs.

This list of possible user needs scenarios will be compared with surveys or counts of users to find out how many there are of each type.

This list of user scenarios was generated and then grouped into different information requirement headings. Comments from call centres have been added.

The list has been further revised to incorporate the experience of Tim Rigby, using the categories to listen into calls at several call centres.


Next journey
Need information on the next available journey/services from where they are now (TR)
Just left entertainment venue or meeting place(TR)


Real time and disruption
Bus has not turned up. When is the next one? (PS)
Bad weather. Should I travel today? (PS)
On the bus. What time is the connection, will we make it? (PS)
When is the next departure from this stop? (PS)
Are the normal services running today, Boxing Day, Bank Holiday etc (PS)
On nights out wanting to know the time of the last bus home (call centre Wales)


Regular user repeat journeys
Daily commute to work. (PS)
Child going to a new school in September. (PS)
Changing from using a car (TR)


Occasional user unfamiliar
Car in for service. Need bus from the garage (PS
Planning a long distance trip by local bus. (PS)
Business trip next month. (PS)
Job interview (TR)
Hospital Appointment(TR)
Business meeting (TR)


Undecided destination
Tourist or bus pass holder wondering where to go today (PS)
We would like to get rid of one car - how well is my area served by public transport? (Jo)
Car lift sharing. What pick up point should I suggest and how will I get there for the pick up time? (PS)
Planning a family holiday without the car. (PS)
Student new to a town/city. How do I get about? (Jo)
I'm new to the area and want to know what services are available (Jo)
Buying a house and want to know if it's on a bus route (Jo)


More detailed information
I have a concessionary pass - which services can I use it on? (Jo)
What is the fare? (call centre Wales)
Discount ticket enquiries (call centre Wales)
What services can bus passes be used on? (call centre Wales)
How to complain, praise, or report lost property (TR)


All the above can be affected by the following:

Time critical or time flexible
Visiting the relative. I am flexible about when I travel. (PS)
Job interview. I must be there on time. (PS)
Hospital appointment. I don't know when I will be seen. (PS)
I got an ambulance to hospital but not entitled to one home, how do I get home? (Jo)
Linear walk. Can we get a bus back? (PS)


Traveller or mediator
Recruitment agency sending people to interview and need to make sure they can get there (Jo)
I work in a Tourist Information Centre / Local Authority / Library and people are asking me how they can get information (Jo)
Arranging a meeting. What time can people get here? (PS)
I work in the Appointments department of a hospital and need to tell patients if they can travel here using the bus (Jo)
I am writing a Travel Plan for my business, where are the nearest bus stops and services? (Jo)
I'm working in a local authority transport department and want to make sure our stops are in the right places and the routes are correct (Jo)