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Role: Collaborator

Requérant(e)s: VS - Institut Tourisme, Varini Kate, VS - Institut Tourisme

Financement: Swisscontact; VS - Direction / Ra&D

Description du projet : Projet présenté à SwissContact par la HES-SO Valais et la FDDM

Research team within HES-SO: Varini Kate , Nanchen Benjamin , Matos-Wasem Rafael

Partenaires académiques: VS - Institut Tourisme; Varini Kate, VS - Institut Tourisme

Durée du projet: 22.08.2016 - 31.12.2018

Montant global du projet: 9'740 CHF

Statut: Completed

InnoHub

PAwEN - ES-ISNET 14-06 People Aware Environment : Nouvelles applications et environnements "conscients" de l'activité humaine basés sur l'Internet des Objets

Role: Collaborator

Requérant(e)s: VS - Institut Entrepreneuriat & MANAGEMENT

Financement: La Gestion Electronique SA; Diverses entreprises; TechnoArk & Techno-Pôle (T2)

Description du projet : L'objectif du projet Innohub est d'aider les entreprises du Valais à augmenter leur compétitivité en leur offrant des outils et méthodologies pour l'innovation des services. Une fois le travail de mise en place méthodologique effectué, le but du projet est de décrocher des mandats spécifiques avec les PME locales pour les accompagner dans cette démarche d'innovation.

Research team within HES-SO: Martin Simon , Fragniere Emmanuel , Hugo Alexandra , Crettol Blaise , Emery Lionel , Latrille Sophie , Genoud Dominique , Bonazzi Riccardo , Grèzes Vincent , Liu Zhan , Kuonen Patrick , Rey Jean-Pierre , Sarrasin Natalie , Varini Kate , Nanchen Benjamin , Ramseyer Randolf

Partenaires académiques: VS - Institut Informatique; VS - Institut Entrepreneuriat & MANAGEMENT

Durée du projet: 20.11.2014 - 12.12.2017

Montant global du projet: 74'074 CHF

Statut: Completed

SoDA : Social media Data Analysis - Isnet 13-08

Role: Collaborator

Requérant(e)s: VS - Institut Informatique, Bocchi Yann, VS - Institut Informatique

Financement: HES-SO Rectorat

Description du projet : Les environnements intelligents (villes, campus, bâtiments, etc), sont de plus en plus répandus et porteurs en raison de l'intérêt actuel et croissant pour l'Internet des Objets (Internet of Things ' IoT). Nos expériences nous ont démontré notamment la contribution de l'IoT dans le domaine de la gestion énergétique. Mais l'intérêt de l'Internet des Objets ne se limite pas seulement aux machines ! Sa forte valeur ajoutée provient de l'intégration multidisciplinaire et notamment du bénéfice apporté par l'engagement de l'utilisateur final. Ce projet s'intéresse justement au rôle et à l'impact de l'activité humaine dans ces environnements intelligents.

Research team within HES-SO: Latrille Sophie , Genoud Dominique , Evéquoz Florian , Duc Alain , Bocchi Yann , Nanchen Benjamin , Hunacek Daniel

Partenaires académiques: VS - Institut Informatique; Bocchi Yann, VS - Institut Informatique

Durée du projet: 10.12.2014 - 27.10.2016

Montant global du projet: 145'100 CHF

Statut: Completed

Poste de travail du futur (SCI)

Role: Collaborator

Requérant(e)s: VS - Institut Informatique

Financement: HES-SO Rectorat; VS - Institut Tourisme; VS - Institut Entrepreneuriat & MANAGEMENT

Description du projet : Platefome d'analyse, de modélisation statistique et de visualisation avancée des informations se trouvant sur les médias sociaux

Research team within HES-SO: Cretton Fabian , Crettol Blaise , Genoud Dominique , Evéquoz Florian , Loubier Jean-Christophe , Larpin Blaise , Grèzes Vincent , Liu Zhan , Le Calvé Anne , Schegg Roland , Nanchen Benjamin , Hunacek Daniel , Treboux Jérôme , Fux Michael

Partenaires académiques: VS - Institut Informatique

Durée du projet: 24.01.2014 - 14.12.2015

Montant global du projet: 211'400 CHF

Statut: Completed

Krios - Infoplace / The Ark 512-04

Role: Collaborator

Requérant(e)s: VS - Institut Informatique

Financement: eGov Innovation Center

Description du projet : L'objectif de ce mandat est d'étudier l'influence de l'évolution des nouvelles technologies de l'information et de la communication (NTIC) sur l'évolution du poste de travail, notamment en termes de mobilité. Il s'agira de dresser un état des lieux des pratiques actuelles ainsi que des désirs des collaborateurs et des opportunités technologiques et sociétales attendues dans les 5 à 10 prochaines années. Contrat passé entre l'association eGOV Innovation Center et la HES-SO Valais-Wallis pour sous-traitance du projet avec le SIC

Research team within HES-SO: Evéquoz Florian , Rey Jean-Pierre , Nanchen Benjamin

Partenaires académiques: VS - Institut Informatique

Durée du projet: 19.11.2014 - 02.12.2014

Montant global du projet: 13'500 CHF

Statut: Completed

Role: Collaborator

Financement: The Ark

Description du projet : L'objectif de ce projet est de mettre en place un système intégré qui permette de faciliter et de contrôler rigoureusement les activités liées à l'administration des différents systèmes sous-jacents de Krios : Pour atteindre cet objectif, le développement effectué dans le cadre de ce projet comportera deux parties : - Une couche de processus (workflows) et Web Services permettant de représenter et d'exécuter les processus nécessaires à la gestion et l'administration des différents systèmes en silos sous-jacents, nom de code KOMODO. - Une couche utilisateur contenant l'interface qui permette d'activer, de réaliser et de suivre l'évolution des processus de gestion et d'administration, nom de code INFOPLACE. La contribution de l'IIG interviendra sur la couche Infoplace.

Research team within HES-SO: Martin Simon , Evéquoz Florian , Nanchen Benjamin

Partenaires académiques: VS - Institut Informatique

Partenaires professionnels: Krios Info Sàrl

Durée du projet: 27.03.2012 - 30.04.2013

Montant global du projet: 51'632 CHF

Statut: Completed

2022

Quasi-experiment to assess the role of real-life tests for the acceptance of technology for mobility as a service

Book chapter ArODES

Benjamin Nanchen, Emmanuel Fragnière, Randolf Ramseyer

Dans Catenazzo, Giuseppe, Challenges and opportunities for transportation services in the post-COVID-19 era (Pp. 177-193). 2022, Hershey, PA : IGI Global

Summary:

New technologies like autonomous vehicles (AVs), grouped under the concept of mobility as a service (MaaS), provide new experiences for users. To be considered as an innovation, these technologies must be accepted and adopted by users. AVs provide a public transport service in a new manner, without a service provider or driver. This kind of service is called self-service. For this research, the acceptance and adoption of AVs is investigated in a touristic ecosystem in the context of a post-COVID era. This chapter presents the result of a quasi-experiment conducted in Switzerland with students that testing an AV enhanced the user acceptance of this technology for the first and last mile of a journey (FMLM) in a touristic context. To this end, they used a revised model of the technology acceptance model (TAM) and administered the same questionnaire before and after the test of an AV. In the context of a post-COVID era, AVs could provide solutions for personal mobility for long distance as well. However, it will be necessary to provide a test-bench for these new services.

Perceptions of people with special needs regarding autonomous vehicles and implication on the design of mobility as a service to foster social inclusion

Scientific paper ArODES

Benjamin Nanchen, Randolf Ramseyer, Sandra Grèzes, Mélanie Wyer, Alain Gervaix, Dominic Juon, Emmanuel Fragnière

Frontiers in human dynamics, 2022, vol. 3, article no. 751258, pp. 1-12

Summary:

Worldwide, more than one billion people live with disabilities. People with disabilities (PWD) have needs in terms of autonomy, social participation and inclusion. Mobility is one condition for them to be included in society and participate in social life. Autonomous vehicles (AVs) can be part of the concept of Mobility as a Service (MaaS) that enables us to rethink the policy of mobility. However, the way these new autonomous mobility services are designed could exclude PWD. To prevent that, universal design principles and inclusive design could help policymakers and public transport companies design new means of transport that are accessible to all. However, perceptions of PWD regarding MaaS in general and AVs are not well documented. This article presents qualitative research about these perceptions. Eight semi-directive interviews were thus carried out on the subject. Based on these findings, we developed an integrative model to accompany and orchestrate such AV design developments. This integrative model will help policymakers and public transport companies rethink mobility concepts while incorporating AVs and make them accessible to ensure the social inclusion of PWD.

2021

Improving the orchestration resilience of a smart integrated tourism destination :

Scientific paper ArODES

a case study in the Swiss Alps

Benjamin Nanchen, Anyssia Bovier, Benoît Golay, Jérôme Salamin, Emmanuel Fragnière

Die Unternehmung, 2021, vol. 75, no. 1, pp. 24-42

Summary:

Most tourism destinations in Switzerland are fragmented. The result is that actors along the customer’s journey intervene in a disordered way. To create a smart integrated tourism destination, we posited that collaboration between these different actors should be trained upstream, in the design process. However, this training requires a laboratory independent of day-to-day business activity and allowing a type of rehearsal by the local stakeholders in the tourism industry. Through a case study based on SWISSPEAK Resorts (SPR), this research article illustrates that merely creating a digital marketplace for tourism is not enough to ensure a truly smart, integrated customer experience. Based on consecutive pre-experiments, we concluded that digital trust was of primary importance for the resilience of a smart integrated tourism destination and that orchestrating and rehearsing it was essential.

2019

Mieux prendre en compte l’usager dans le design de transport public :

Scientific paper ArODES

cas d’étude sur les navettes autonomes à Sion

Randolf Ramseyer, Emmanuel Fragnière, Benjamin Nanchen, Florian Evéquoz, Grace Eden

Ocula, 2019, vol. 20, pp. 47-56

Summary:

Dans le domaine de la mobilité, l’arrivée de systèmes de transport autonome prend de l’ampleur. Dès lors, il est capital de prendre en compte les facteurs qui auront une incidence sur l’adoption de ces systèmes par les utilisateurs. De manière générale, pour que la mise en oeuvre d’une technologie soit réussie, le service fourni par celle-ci doit améliorer le confort et la sécurité de l’utilisateur. Nous présentons dans cet article les résultats d’immersion de 21 utilisateurs de la navette autonome de la ville de Sion en Suisse. Cette étude est la première étape d’une approche de design de service afin d’optimiser les navettes autonomes en tant que service public de mobilité.

2018

Developing a mutualized R&D for network organizations based on Living Lab methods :

Book chapter ArODES

the transformation of Sion military airport into a commercial airport

Emmanuel Fragnière, Benjamin Nanchen, Marine Héritier, Randolf Ramseyer, Magali Dubosson, Joelle Mastelic

Dans ENoLL, Research and innovation conference proceedings : open living lab days 2018 (Pp. 353-369). 2018, Berlin : ENoLL

2017

Using ethological approaches to understand skiers’ behavior in cable cars queues in order to improve overall satisfaction :

Book chapter ArODES

an empirical study conducted in the Swiss Alps

Emmanuel Fragnière, Valentine Gaillet, Benjamin Nanchen, Randolf Ramseyer

Exploring services science : 8th International Conference, IESS 2017, Rome, Italy, May 24-26, 2017, Proceedings (pp. 421-430). 2017, Cham : Springer

Summary:

In a service quality perspective, the animal behavior of humans (e.g. human ethology) in queues has, to our knowledge, never been observed. This paper provides an empirical exploratory enquiry with the scope to understand skiers’ behaviors in cable cars queues in order to improve their overall satisfaction. We carried 82 immersions and 43 semi-directed interviews in the Swiss Alps (Valais), during the scholar vacations of February 2016. Along with the literature review, this research provides hypotheses to better understand the interface between a human queue and a mechanical transportation system. To adjust to the rigid system of the cable cars, our results show that a queue’s regulation is mostly based on ethological behavior.

Service design and educational challenges to foster innovation in tourism :

Scientific paper ArODES

the case of the Swiss Matterhorn region

Emmanuel Fragnière, Randolf Ramseyer, Vincent Grèzes, Patrick Kuonen, Benjamin Nanchen, Jean-Michel Sahut

Gestion 2000, 2017, Vol. 34, no. 1-2, pp. 203-213

Summary:

In this paper, we discuss educational challenges oriented toward service design in order to galvanize the offer of tourism services with an illustration of the Swiss Matterhorn region. Indeed, based on outdated business practices, the tourism economy of Switzerland is losing momentum. In response, it is now vital that Swiss Alpine tourist destinations shift from a construction to an exploitation-based business model. In this paper, we explain this difficult context, make some links with the scientific literature and detail the service design curricula we have implemented over the last years at the Swiss School of Tourism to foster innovation in tourism services. In particular we develop the following thesis. We believe that service design as a way to foster innovation will enable the Swiss Matterhorn Region to stage a spontaneous and authentic revisited tourism experience. Consequently teachers and educators need to train students to gain a holistic appreciation of a touristic experience through knowledge sharing. Thus, they will be able to understand and manage the multifaceted complexity of touristic services.

2012

Performing service design experiments using ethnomethodology and theatre-based reenactment : a Swiss ski resort case study

Scientific paper ArODES

Emmanuel Fragnière, Benjamin Nanchen, Marshall Sitten

Service science, 2012, vol. 4, no. 2, p. 89-100,

2022

Concevoir avec et pour les personnes en situation de handicap :

Conference ArODES

vers une approche intégrée et transdisciplinaire de conception inclusive

Benjamin Nanchen, Emmanuel Fragnière, Stéphanie Hannart, Noémie Moulin, Stéphane Rullac, Rafaël Weissbrodt, Carole Baudin

Vulnérabilités et risques émergents : penser et agir ensemble pour transformer durablement : actes du 56e Congrès de la SELF

Summary:

Numerous approaches to the design and development of products and services emphasise the user-centred aspect. However, not only can they sometimes become alibi methods, but above all, depending on the field of application, their implementation only results in a design that considers limited needs for a given public. Within the framework of an impulse programme financed by the Swiss Confederation, to enable the design of socio-technical solutions in the field of disability, we set up an approach aiming to create the conditions for a truly inclusive design, i.e. with and for people with disabilities (PWD). By calling upon the approaches of ergonomics, anthropotechnology, social work and service design, this approach crosses different disciplines and methods to consider all the dimensions of the situations of vulnerability that PWD may encounter. It accompanies a process of calls for projects in which the project leaders must demonstrate multidisciplinarity and include PWD. In this contribution, we will particularly develop the transition from a multidisciplinary approach to a transdisciplinary approach aiming to accompany the project leaders.

Empowerment des consommateurs et consommatrices et co-conception de produits et services :

Conference ArODES

le cas d’un programme d’innovation avec et pour des consommateurs vulnérables

Benjamin Nanchen

Proceedings of the Second Interdisciplinary Conference on Disability and Consumption

2021

Orchestrating tourism actors' network via the "N-1 N+1 touchpoints" algorithm :

Conference ArODES

a b2b chatbot to improve customer's journeys

Randolf Ramseyer, Davide Calvaresi, Benjamin Nanchen, Roland Schegg, Michael Schumacher, Emmanuel Fragnière

Proceedings of the 19th International Conference e-Society 2021

Benjamin Nanchen, Pierre Margot-Cattin, Randolf Ramseyer, Roland Schegg

Summary:

This paper elaborates on a novel concept to orchestrate tourism networks. In particular, each actor optimizes his service (touchpoint n) while seamlessly transferring the customer information from the previous (touchpoint n-1) to the following service (touchpoint n+1). To implement such a theory, we leveraged on chatbot technology, which interfacing directly with the user eased the transition from the point of interaction (touchpoint) n-1 to n+1. Moreover, the chatbot entails the connection between the nodes of the customer's journey, enabling user profiling, personalization, and knowledge transfer. The deployment of a chatbot implementing the "n-1 n+1 touchpoints" model would significantly benefit actors operating in a fragmented touristic economy (i.e., Switzerland). Hence, we tested the first prototype in the heart of the Canton Valais, where, in collaboration with students in tourism, we based the scenario on counterfactual thinking. In particular, we identified all the possible situations a grandmother and her grandson might face arriving at the Sierre train station to spend a day in Crans-Montana. In turn, using reenactment theatre techniques, tourism professionals played the worst-case scenario (without chatbot) and the best case (with the chatbot) to elicit the different clients' perceptions on those diametral situations. Such a feasibility study paved the way to a more holistic view, employing artificial intelligence techniques to enhance the chatbot and smoothen the "n-1 n+1 touchpoints" dynamics.

2020

Improving the accessibility of touristic destinations with an assistive technology for hiking

Conference ArODES

applying universal design principles through service design

Proceedings of the 17th International conference on computers helping people with special needs

Summary:

Accessible Tourism focus on the logistical attributes being accessible to all and on the process to develop accessible products and services with all stakeholders of the touristic destination. Assistive technologies can be used to improve the accessibility of touristic destination and attraction. Some assistive technologies are designed for hiking. However, their integration on the customer journey has to be designed as a service. To this end, universal design principles and guidelines can be used to design products and services accessible to all. Universal design and accessible tourism are both rooted in the social model of disability, which states that it is the society who is disabling. The potential and the conceptualization of applying universal design principles for tourism has been widely discussed. However, little has been done to operationalize this idea. In this article, we demonstrate how to co-create with users an accessible touristic service based on an assistive technology who enables hiking for people using wheelchairs. Our main findings illustrate the pros and the cons of using and assistive technologies and the importance of considering the whole customer journey to improve the accessibility of touristic destinations.

Quasi-experiment to measure the suitability of design innovation in service processes :

Conference ArODES

the case of autonomous vehicles for mobility service

Benjamin Nanchen, Emmanuel Fragnière

Proceedings of the 16th International Research Conference in Service Management

Summary:

Different methodologies exist to foster innovation. The well-known ones are Design Thinking, User-Experience Design and Service Design. What all these methodologies have in common is the user-centered principle and the iterative process. These recommend frequent testing of the product or service under development with users during the innovation process. While these tests are certainly useful, they are not sufficient to properly validate the innovation. Therefore, in this paper, the combination of pre-experimental and quasi-experimental methods is proposed to validate an innovation and its implicit assumption that the innovation corresponds to a problem solving that significantly improves the life of users. In this research, authors demonstrate how to use pre-experiment and quasi-experiment in the design process to validate progress from one iteration to the next. This is illustrated by a case study of an autonomous vehicle as public transportation service for people with disability and reduced mobility in a touristic context.

2019

Development of a methodology to organize a high fidelity simulation as a soft opening of a digital integrated destination :

Conference ArODES

a case-study in the Swiss Alps

Benjamin Nanchen, Anyssia Bovier, Benoît Golay, Jérôme Salamin

Proceedings of the 2nd International Conference on digital, innovation, entrepreneurship & financing

Summary:

In the Swiss Alps, most of the touristic destination are fragmented. However, even if the destination is not integrated, customers enjoy their stay as a whole experience. To enhance the satisfaction of their customers, Destination Management Organisations (DMOs) try to foster the integration of the destination in order to enhance the customer journey experience. This would lead to a better satisfaction of the customers. To integrate the destination, DMOs have to foster collaboration between the different actors of the customer journey and could a create a marketplace where customer can book and purchase all touristic products. Then, the digitalization of the customer journey based on a smartphone application facilitates the transactions between the customers and the service providers. Even if the score seems perfectly written, the coordination of all partners, as well as the app, must be tested before the arrival of the first customers. To this end, there is a need to develop a methodology to organize a High-Fidelity Simulation as a Soft Opening of the destination to test the integration of the destination at scale, especially the logistical as well as the psychological attributes of the customer journey. To illustrate the operationalization of this methodology based on Service Operation Management tools, a case-study in the Swiss Alps is described.

Developing a quasi-experimental research design framework using analogue observation to evaluate the performance of a Living Lab output

Conference ArODES

Benjamin Nanchen, Emmanuel Fragnière, Patrick Kuonen, Joëlle Mastelic, Randolf Ramseyer, Henk Verloo

Proceedings of the OpenLivingLab Days (OLLD) 2019

Summary:

Since its introduction in the nineties, the concept of Living Lab has evolved from a space where technological innovations is tested directly by users for an innovation eco-system. The creation of the European Network of Living Labs (ENoLL) in 2006 characterizes this evolution. Although Living Lab are well disseminated around the world, there is a lack of consensus on how a Living Lab should be organized (macro level), which types of projects are considered as Living Lab projects (meso-level) and which methods should be used (micro level) (Schuurman, et al., 2015). Furthermore, Living Lab need tools to evaluate the performance of its output (Schuurman, et al., 2015). Therefore, we developed here a quasi-experimental research design framework using analogue observation to evaluate the performance of a Living Lab output. In this paper, we illustrate how to operationalize this research design framework in a case study that aims at introducing Autonomous Vehicles (AVs) in a city in Switzerland.

Fieldwork analysis of figurants' involvement in an airplane crash simulation in order to improve the realism of the exercise

Conference ArODES

Emmanuel Fragnière, Benjamin Nanchen, Randolf Ramseyer, Patrick Kuonen, Blaise Larpin, Pierre-Yves Roh, Rolf Wilk

Proceedings of the 8th International Conference on Industrial Technology and Management (ICITM) 2019

Summary:

Aircraft crash simulation is a mandatory exercise for all international airports. The procedure of such a simulation is that a set of figurants play out a given plane crash scenario. Then, all professional bodies-such as police, fire brigades, medical care professionals, airport staff, and airline companies-react to the figurants' role play. The quality of the overall problem resolution is evaluated by the national civil aviation regulator. We postulate that the closer the figurants' staging corresponds to reality, the more relevant the simulation exercise will be in training professionals involved in resolving an actual accident. To our knowledge, very little literature focuses on improving the performance of figurants (research objective). In this research, we conducted a fieldwork study (methodology) during a recent official exercise at Sion Airport in Switzerland. Based on the fieldwork analysis (results), we propose a new staging model (findings) to improve similar simulation exercises (implication).

2018

Using phenomenology to assess risk perception of a new technology in public transportation the case of the autonomous vehicles as mobility as a service (MaaS) in Switzerland

Conference ArODES

Randolf Ramseyer, Francesco Maria Cimmino, Lionel Emery, Sandra Grèzes, Vincent Grèzes, Benjamin Nanchen, Emilie Simon, Emmanuel Fragnière

Proceedings of the 3rd International Conference on System Reliability and Safety (ICSRS) 2018

Summary:

In the mobility sector, a large number of new technologies such as autonomous vehicles (AVs) and services (e.g. carpooling) are emerging. AVs involve not only passengers, but also authorities, manufacturers, public transportation companies, law enforcement officials, drivers, pedestrians and shopkeepers. Applying phenomenology - the description of a phenomenon's live experience [1] - to this case of Mobility as a Service (MaaS) contributes to understanding its complexity and provides insights of users' perception of risk related to the AVs. This new technology brings many opportunities to improve our mobility system. Identified potential risks can affect the efficiency and the perception of the service. In this exploratory research, we have employed a technique called experimental phenomenology to identify these risks. The major advantage of this approach is to take into account the perception of passengers as a driver for design.

Service design thinking methodology for co-innovating the user experience

Conference ArODES

Vincent Grèzes, Randolf Ramseyer, Benjamin Nanchen, Rolf Wilk, Sandra Grèzes, Antoine Perruchoud

Proceedings of the Smart Tourism Congress Barcelona (STCB) CETT UB 2018

2017

An ethological experiment to improve airport security gate process reliability :

Conference ArODES

understanding time perception and personal awareness of older adult travelers

Emmanuel Fragnière, Francesco Maria Cimmino, Lionel Emery, Matthieu Héritier, Michael Kambly, Benjamin Nanchen, Randolf Ramseyer

Proceedings of the 2nd International Conference on System Reliability and Safety (ICSRS) 2017

Summary:

This research project aims to improve the management and reliability of airport security gate procedures by redesigning passenger queues based on human ethology methodologies. While queues have been studied from many angles, a scientific contribution based on a human ethology approach proposing regulation of queue dynamics to improve security effectiveness seems to be novel. Queueing behaviors, observed in previous fieldwork, led to the hypothesis that queue structuring can have a positive impact on wait time perception. This hypothesis was operationalized, according to ethology experiment design, through a passenger queue simulation. The data collected (n=140) confirmed the hypothesis. Average perceived time was lower for passengers who put items to be X-rayed on the belt in a specified order, along with higher personal awareness compared to the usual case where no order is imposed. Although this research is exploratory, we have been able to provide airport security management with some practical insights.

On the road with an autonomous passenger shuttle :

Conference ArODES

integration in public spaces

Grace Eden, Benjamin Nanchen, Randolf Ramseyer, Florian Evéquoz

Proceedings of the ACM CHI 2017

Summary:

The integration of autonomous vehicles (AVs) onto public roads presents both technical and social challenges. Public understanding and acceptance of AVs requires engagement with people who live in, work at or visit cities where they are deployed on public road networks. We investigate the impact of one of the first placements of AV passenger transport on public roadways: the Sion <>. This late-breaking research presents preliminary results from interviews with local shopkeepers, residents, pedestrians and drivers to understand their attitudes and opinions of the shuttle. We also discuss video-based fieldwork that demonstrates how drivers negotiate next moves with one another through their windscreens using embodied signals such as gestures, lip-reading, and head nods to coordinate and manage a traffic situation. Finally, we consider the implications for how fully autonomous vehicles might be designed to take into account the subtle negotiations that road users engage in to coordinate with one another.

Expectation and experience :

Conference ArODES

passenger acceptance of autonomous public transportation vehicles

Grace Eden, Benjamin Nanchen, Randolf Ramseyer, Florian Evéquoz

Proceedings of the 16th IFIP TC.13 International Conference on Human-Computer Interaction - INTERACT 2017