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Research with end users can contribute to the design of technologies such as intelligent transport systems. However, it is important to use methods that can facilitate the uptake of research outcomes by the industry. This paper presents the use of passenger personas as part of the process of developing new technologies for the rail industry in the UK. Personas represent archetypal users and can facilitate the understanding of user behaviours, needs, motivations, characteristics and limitations. We aggregated existing knowledge and complemented it with bespoke data collection to understand passengers’ perceptions about the rail system. The study design focused on current user experiences and also where technology can improve these experiences. A set of four personas was produced in order to illustrate who the users of the train systems are as well as their characteristics. This knowledge informed the requirements of innovative technologies that can enhance user experiences during rail travel.

This study was designed to provide an evaluation of two types of train seat displays (OLED and E-ink), from a user-centred perspective. Numerous factors influence the decisions on which display to use, such as costs or energy use. It is also important to consider human factors aspects like readability and user preferences. To provide some real-world insights into these issues we designed a pilot study to compare both displays. Participants were asked to give their impressions and respond to questions during a semi-structured interview process, when they were presented with both displays. Results show that participants favour the OLED display overall as it is easily noticeable in different light conditions. However, some aspects of the E-ink are preferred: it is easier to read and understand. We conclude that research with real users is extremely important when designing and defining hardware to be used during the implementation of intelligent transport systems.