Article published in:Traffic & Transport: Part II
Edited by Peter Simlinger
[Information Design Journal 22:2] 2016
► pp. 172–178
Continuity in travel information
This article discusses the contrast between the information transportation companies provide to travellers and that of their brand messaging. Companies’ brand messaging often portrays the service they provide as pleasant, stress free and perfect. Customers and users of the service, on the other hand, often describe their experience of the service as a negative one. This article suggests that the brand value would be greater if transportation companies paid more attention to the users’ experience when designing their information systems, particularly in worst case scenarios.
Keywords: transportation companies, brand messaging, travel information
Published online: 11 November 2016