Page 9

Customer ExperienceDriving a shift from modal-centric transport systems to an integrated customer-centric service provision is a core aim of the Transport Systems Catapult. The Customer Experience team is breaking down the barriers between transport modes and between travellers and transport providers. It seeks to enable seamless intermodal journeys and the development of Mobility as a Service (see page 22). The team collates research, provides expert input, and acts as a mediator between the differing players.The team consists of human factors engineers, social researchers, behavioural psychologists and business change experts, and their work is focused on improving the end-to-end journey. Projects have included the production of the Traveller Needs UK study, embedding innovation in companies and industry, and developing a strategy for implementation of Mobility as a Service in the UK. Equally, this team is providing thought leadership on the requirements for innovation and technology in Accessibility in Transport ‒ ensuring the UK’s transport systems are suitable for travellers of all abilities ‒ working with government, industry and academia.09IMAGINE