PROJEKT X Slutrapport för Johanna Garcia Product Discovery/Need finding: Intervju

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1 PROJEKT X Slutrapport för Johanna Garcia Product Discovery/Need finding: Intervju Trygghet på SL Projektperiod vecka 40, 03/10/16-07/10/16 Grupp 3: Projektledare: Katherine Zamorano Projektassistent: Alexander Lindqvist Projektassistent: Johanna Garcia Reverter Medlem: Stina Aunes Medlem: Sebastian Selin Planering Denna veckas planering blev inte lika långdragen som förra veckan då vi började bli varma i kläderna med att jobba som moderator/observatör och med att hålla ett utförande på egen hand. Gruppen började med att välja att vi skulle studera separat inför denna del, intervjun, och jag började med att titta på en väldigt informativ video, och skrev ner mina noteringar ifrån detta för att komma ihåg inför mitt utförande. Det var intressant att höra att vi även om vi skulle intervjua och converse like a talk show host så skulle vi prata så lite som möjligt. Videon fortsatte att understryka hur viktigt det är att vara neutral i både frågorna och approach för att inte påverka den intervjuade och då istället få så ärliga svar som möjligt. Betoningen på att hålla tyst, låta tysta mellanrum ta plats i intervjun och att inte fylla i med exempel var dock lättare sagt än gjort! Men som jag även lärt mig under denna kurs - denna finess kräver övning, övning och åter övning för att man ska bli en riktigt bra researcher. Efter lite egen tid att förstå vad vi skulle utföra så träffades gruppen igen för att sammanställa de ämnen vi ville belysa och få mer synpunkter kring för att bidra ännu mer till att kunna utveckla en tjänst/service som faktiskt eftertraktas - även om resenärerna inte än vet om det! Vi hade öppet samtal och spånade tillsammans fram ett påstående som vi ville utgå ifrån när vi skapade frågorna - Folk ska känna sig trygga med att resa - för att uppnå detta och få fler till att resa så behöver användarna kunna hitta all information de behöver på ett enkelt och snabbt sätt. Även detta påverkar deras trygghet. Vi kom sedan fram till dessa huvudfrågor med under-/följdfrågor: - Kan du berätta om hur du använder kollektivtrafiken? När du åker hemifrån till/från jobb - Hur känner du inför att resa kollektivt sent på kvällar eller udda tider och varför? Hur känner du för när familj o vänner reser under kväll-/nattetid? - Berätta hur du planerar inför din resa Hur kollar du? Hur ofta kollar du innan du ska resa? Hur ofta kollar du under resans gång?

2 - Vad gör du under din resa? Varför? Hur lång tid under resan gör du detta? Om personen ej nämnt att de använder mobilen: Använder du mobilen när du reser? Vad använder du den till? Vilka appar? Vilka sidor? Varför? Extra: Vad (mer) skulle kunna göras för att förbättra kvalitén på din resa och varför? Vi påminde även varandra om att hela tiden tänka Who? Where? Why? When? How? etc. som fortsatta följdfrågor för att få ut så mycket som möjligt - men då anpassat till intervjuns gång. Vi skrev frågorna direkt i ett Google Drive dokument för att alla skulle kunna ta del utav dem samt att direkt kunna komma med synpunkter och åtgärda. Sedan var det för alla att hitta sin intervju kandidat och genomföra intervjun. Första planeringen skedde en måndag och vi valde att ha återträff onsdagen efter kl för att gå igenom våra resultat samt nya tankar och idéer och sedan gemensamt skriva vår grupprapport, även den via Google Drive. Genomförande För att få mer insikt i vad som låg på mitt bord som intervjuare så tog jag hjälp utav denna länk: 328d305c3e37#.wlyqg4twn. Riktigt bra för att få en inblick i hur jag som intervjuare skulle uppföra mig för att uppnå bästa resultat! Som gröngöling inom detta område så kändes det dock redan innan svårt att hålla mig så neutral i mina följdfrågor, eller snarare att inte ge tips utan mer att låta den intervjuade klara sig själv och fundera kring mina frågor - det var nog det absolut svåraste. Att hålla mig vänlig, positiv och inspirerande verkade dock fungera fint då min kandidat babblade på självständigt i många minuter. Här är mitt resultat efter att ha välkomnat, bjudit på frukost och även tackat kandidaten att hen kom(observera att kandidaten svarade på engelska): - Kan du berätta om hur du använder kollektivtrafiken? - När du åker hemifrån till/från jobb? Well, since I live in Stuvsta, if I have to get anywhere that is not in the Huddinge/Segeltorp area then I have to take the trains. And then, for instance, for work - I work in Odenplan - so every day for work I have to take the train to the city and then take the subway to Hässelby or Alvik. I usually go to work in the morning or early afternoon and it takes me about an hour to get to work but I usually leave work late at night and whenever I leave work I usually miss the train and the train only comes once every half an hour so it usually takes me an hour, an hour and a half, to get home. Just due to the fact of how often the train comes, it's OK but it's unfortunate. It's sad that even on the weekends and Friday night the trains still only come every half an hour, but other than that I use the SL buses just when travelling within my area, like friends and family who live nearby. - Varför väljer du kollektivtrafiken? It seems cheaper than owning a car. I haven't had the income or the means to be able to pay for a car and then keep it stored, insurance and all. I can also not legally drive in Sweden right now so I have to get a permit. So my only means of getting around is public transportation. I think it's something that even though people say it's expensive it's still less expensive than having a car, and I think that even if you have a car it's still less expensive than having to fill up with gas. I mean, I know many people who

3 are an average household, or even above average, who have a car. They have one car and then they take the trains during the workdays because if you're gonna do the same pattern every day and you work somewhere where you might have to pay for parking its just easier just to take the trains. I know people who live right near subways or trains who can have a car or several and they just pay for it because they have the income for it. I probably wouldn't take the car to work just because it's a very popular area and I can't see how I would be able to pay for that, and it's just easier to get to with public transportation. Soon they will also open a direct train line from home to work so that's an even bigger reason to take the train there. I'd like to have a car - I would use a car mostly a few times a week to go shopping or just to go somewhere at night and if one know it takes a while to go with public transport, like if you want to go see a film somewhere. The fact that it takes an hour to get there sometimes, missing the train or something - those kind of cases are nice, but I think just when you have a daily job that you just go to and you have a subway that's nearby the job then I don't see a reason to have a car for that when you can just, it's easy to have your coffee, go to work, hop on the train. And I think most places back home (in USA) most people don't like the thought of public transportation, but I think that people that have it really enjoy using it as well. Because think about New York, it's like part of culture there taking the subways and.. so, you get used to it and it IS nice to have. Because you don't really have to think, if you live in a big city and you want to go out drinking then it's just nice - you don't have to worry about driving home or taking a taxi, you just hop on a train or bus. Uhm.. Like I said, if I had a car then I would use it for shopping. It opens up your options, we currently have to go to an ICA or Coop nearby, so you're forced to shop at those stores because they're very convenient but then you pay more. Or you go shopping at Lidl, but then you're still kind of limited of course because it's further away to how much you're able to buy and then you have to carry 40 kilos of stuff home and that's not very enjoyable. You have to go to a bus or train carrying four huge bags of food. Yeah, that would be the biggest thing is just for shopping. But then it's also like a gateway to really enjoy your area, because right now we're kind of confined, we live like the hamster cage with all the little things - there's a bit of freedom but you're still confined to only go here, here, here and here. And once you have a car you have the option, it's like you don't have to go somewhere every day but if you want to go somewhere you don't have to look at the bus times, you're not confined to what the SL system has laid out "ok this is when you can go" and you can get to wherever you want to. But of course for that freedom you end up paying for it - so that's the trade-off, like all things - Hur känner du inför att resa kollektivt sent på kvällar eller udda tider och varför? Do you mean like? Are you trying to..? What are you trying to get out of this? - Bara att du berättar om det är bra, dåligt, någonting du upplevt? Är det samma känsla som på dagen..? I understand.. for me personally I don't feel any difference travelling at late at night. How I feel? It's more like I said earlier about how the times are worse, that's my only like "angry". Angry at the times it's more annoyed at people, I'm not afraid but I am also a large man - I am not afraid by the groups of kids or anything like that, or drunks. I just wish, I just don't like when you're on the train at night and some guy who's been out drinking throws up on the train - it just makes the train, it's just like one person can really like affect how the SL looks. It really becomes, because during the day it can really feel like a nice system, even more so when the trains don't stop and they actually work and you don't have to wait for a green signal. But one person can really make the SL line like.. you have public transport and it IS that, it's called that for a reason, but sometimes it can really feel like this dirty thing... I don't know, but when you like have all these people drinking, because that's why people use it of course, because they don't have to drive or take a cab but yeah.. I don't feel fearful at night, it's just more just like annoyed at the people who end up taking the train at night. It's kind of like shopping at Walmart in America. The people that are out late drinking at night aren't people I want to be with anyways, I am forced to because of work,

4 so you end up merging with a crowd of people that are people who are going home from work, and people who are choosing to be out late because they like that culture, and then those can be the people who are drinking and doing drugs or just groups of kids who think they are little badasses and are being loud and noisy. That's what bothers me, it's not just, I'm not fearful of getting injured or hurt or anything, but I can see how.. having said all that stuff I can see if I was a female I would feel a little more afraid, just because there are groups of - especially when you have a group of guys who are in a group of like 5 or more, I can see how like a woman or someone could be just become more anxious from that because there's this big group of guys and you don't know if they're drunk or not. And odds are they probably won't do anything, they just act like it cause they're 18 and want to be goofy and stuff but it can make people anxious thinking they are going to start fighting. - Hur känner du för när familj o vänner reser under kväll-/nattetid? See that's what I mean, that's different. For me, it's OK. But like when we have Natalie (my girlfriend's niece) over or someone, and I know that... because I see here, and I like live through here in a way I guess, and she's like a woman who's small and frail and like very timid and I can imagine what she thinks so I can see how those.. but see I don't feel the same about about my girlfriend, she's a little tougher looking.. just it's not, it isn't the same feeling. So I can see how smaller girls or even older people can feel anxious around people like that, or people who are on drugs or guys who are being creepy or something like that uhm.. I really do feel, having said that I guess again for me it doesn't matter so much but I feel that the SL lines could definitely have like one person per train, like a train officer or cop or guard - I mean that's an idea, maybe? Like maybe on the train themselves, because if you go at night if you go to the city there's usually a pair of guards going around but I feel like they just talk and don't really do anything. Maybe just them being there they're like, maybe their presence prevent people from doing something wrong but then you hop onto the train and the train is just full of random people and there's no cops or anything there and something could happen in between like Stuvsta and Huddinge or something, someone could get in a fight and then like what do you do? I mean, if someone pulls the red lever maybe and the train stops in the middle of the night somewhere, that just messes everything up. So, that's something they could maybe do. Maybe invest in that. It's kind of like how on the airport, or airplanes, usually have like one agent, a cop or x cop who dresses like a normal person who just rides on the plan all day. I mean, people are paid to do that, I mean it sounds boring but if it paid well enough I'm sure people would do it. Again, maybe it's more so they would do it at nighttime as well, like they get paid to do it 4 hours in the evening you just know you can ride a train with some headphones on for like hours at night and like look out for people who are drinking or drunk, homeless who might bother people. I think like the actually amount of money you would pay to have that safety net... - Känner du någon skillnad om det är mycket eller lite folk? För dig eller om en familjemedlem skulle resa? Well obviously if it's me and the train is empty, or there's like just 6 people in the same cart or like the whole train side that I'm on then that's fine, peaceful. Obviously when there's more people there's more chance, the odds of course go up of something happening. Uh.. I actually feel more comfortable when the train, if I have the option - an empty train is the best, but if I could have the train moderately full with annoying people on it, I'd rather just have the train so packed that you can't move like you have to squeeze onto the train then at least no one is moving around. You're packed as sardines so, wherever you are is where you are, you don't have the homeless people who can walk around and beg for money in every cart like the people who sell magazines, because I mean it does make people feel uncomfortable, obviously. Especially when they walk up to you and sit there and beg for like 30 seconds just on you. I mean, nothing ever happens obviously but I'm sure things have happened before, a fight or something. But no the amount of people on the train doesn't bother me because I don't sit normally anyway I just grab a pole and just hang out and read my phone, so I don't really pay attention to that but no, it doesn't really bother me so much.

5 - Berätta hur du planerar inför din resa Now that I have lived here for so long I don't really look at the times anymore, unless I am going somewhere new and I have to check - it's not so much about times anymore, because now I know when our trains leave so I usually never check when I have to catch the train it's more so about which route I am taking, so it's more if I have to catch a bus from here to here and then take a subway, so it's more of that. Because normally the train leaves then whatever happens after that point is just however the time falls and then you just wait for the next part to happen. So it's like when going to church on Sunday with my girlfriend, we usually have to take a train to Årstaberg and then we take the actual tram to Liljeholmen and then take the subway over to her church so once you've taken the train and you know that the train goes at 10, church is at 11 so the train goes at 10, uh maybe but usually 10 or 10.31, so it doesn't matter when the train goes because that's when the train goes, so it doesn't matter when the tram goes because you have to catch the train first and then whenever it comes is when it comes, so I don't ever plan times beyond the first train it's more so just knowing/checking the times and see how much time it would take - is it faster to take the train this way or is it faster by taking a different route so.. That's the way that I plan trips, I use it just to see timewise is it faster to do this type of journey or this type of journey rather than checking times of the trains. - Hur kollar du? I use the SL app. If I am already on my home PC then I just go to the SL.se but it's probably 98% the app because it's just there and easy to use. I don't have to go to the SL website on my phone and pinch the screen to make it bigger or spread or whatever so the app is just easier to use and has all my like most used stops saved. - Hur ofta kollar du innan du ska resa? It varies I guess.. If I am going to work - never, I never check anymore. Even when leaving work because I end up seeing when the actual train I will miss so I avoid looking at it because then I'll know I'll need to either haul ass to the train or walk very slowly and walk to Coop because I have half an hour to waste so, I don't check that stuff anymore. The only things I do check is I am travelling within my area, like here to my girlfriend's parents' house or any of her family because if I am travelling within the actual kommun then they don't have good trains for that it's just taking buses, and the bus times I am not as good with because I don't travel by bus every day. If I took the same bus every morning I would know the time but to me right now the bus seems that it comes at random times just because I don't know their times, so that's the only time I actually do have to check the SL app and that is what I usually check the app for is that the bus from Stuvsta to Smista or wherever I'm going, because I have to see when the bus leaves. Because it can seem like, there are times where I have just walked to there just to go and think "OK I'll just take whatever bus comes and then the wait is like 25 minutes to the next bus so you get kind of angry. Even more so during the winter time when it gets cold you don't want to sit out there for half an hour, or even 10 minutes feels like a long time to wait so it's nice to know the exact time even if the bus is nearby so I can just think "OK the bus leaves in 5 minutes" and I can just run out the door and go. Usually I check probably that morning, like, just when it feels right I check. Like for instance, I am going to my girlfriend's parents' house today, I'm gonna try to get there around 2 or 3 I think so I probably check about an hour before usually, just to get an idea. Because an hour gives me enough time, because if I check half an hour before the bus might just come in 5 minutes or comes past when I want to be there so I'd rather give myself enough time to like "OK I still have 20 minutes to get ready before I have to run to the bus. Hur ofta kollar du under resans gång? Just maybe if I am not sure of where I am going, like I said it's not the times it's more so if I am going somewhere new. For instance yesterday I had to get a backrub from a massage therapist because I am having back trouble and she lives somewhere new to me, so during the trip I just checked again which, you know because I am not so, I don't live in the city so I am not good with the red line and green line I

6 am more so I have done the same pattern enough times that I just know where I go but I won't be able to say if someone asks me for directions "oh take the green line to Hässelby", I just know the one I take because I have learned it that way. So if I go somewhere new I have to check the phone, people who have lived here a long time say "oh it's easy, you just take the red line" but I have to actually check "OK if I am going this way..." I still don't really know which train goes north and south and like the green line is.. I have to actually just know in advance because there are multiple green lines, you can go one direction or the other so you just have to know which one it's actually going to. So that's the thing, even know after living in the city for 2 1/2 years I have to still check that stuff and see "OK if I am going to this subway area/stop I have to make sure I take the red line, but then which red line is it.. OK it's the one mot Mörby" or something like that, so I have to make sure I take the right one and then I use the app for that. Or, when I get there I just quickly look at that diagram with like, it's like the lines with all the little subway stations and I'll just quickly just look at that one and see/make sure I have to be on this side of the track or this side and then I'm like "OK", that's what I would do sometimes instead of taking my phone up because it's just right there. - Vad gör du under din resa? It's usually three things or four. Most often it's like everyone today is just checking your phones, so reading the internet, Facebook - not so much that you want to but the thought of just sitting on a train feels really boring and you feel awkward just watching people, because they are also looking at their phones so you feel inspired so everyone just ends up looking at their phones. Or I read, sometimes. I don't have good headphones so I don't listen to music but I would like that though. Maybe I don't do anything or I practice my card tricks. I don't do them to anybody I'm just practicing moves just to get the muscle memory, so it feels more natural when I do show people. But yeah.. that's it, just usual stuff, like reading on your phone. I've seen many girls who actual like are making like caps, like they have the wool string with the, they knit socks and stuff. So there's really all kinds of stuff that people do on the train. - Hur lång tid under resan gör du detta? I'd say my total amount of time like say I'd spend about 70% of my trip doing something else. It's not like right when I first get on the train or like right when I get off, it's more so like get on the train and sit there for a moment as the train starts going and then you pull up your phone. So it's probably more so if you think about it, it's not in the middle but like, here's the whole trip, there's nothing for like 20% and then I start doing stuff and then all of a sudden you realize that you have to hop off and that's when you like throw everything in your bag and hop off the train. So it's not like you sit there prepping to get off the train, like you don't sit there for like 5 minutes waiting to get off and ready to go, usually you're like reading your book and all of a sudden it's like next stop is your stop and you're like "oh crap!" and you have to close your book and you have to get off the train. - Om personen ej nämnt att de använder mobilen: Använder du mobilen när du reser? - Vad använder du den till? Like I said, if I'd have good headphones I would listen to music. I don't play games on my phone, so I only read Facebook or I read the internet which is just random websites, porn you know.. ha know I am kidding. Yeah I check Facebook and Reddit probably is the highest one. My magic forum sometimes, but it's not very common. - Vilka appar? Vilka sidor? Se tidigare svar. - Varför? Because I don't like downtime, I'm the average human or a human who lives in a second or first world country who has internet access. We don't like staring out the window because usually things you're trying to avoid thinking about come when you don't have anything else to do so that's why we're all so

7 busy with our lives, because there are probably stuff that bother us that you actually should be thinking about just really deep think about but you end up looking at your phone. And plus, I think it's a way, because you don't want to bother anyone else so you don't want to just like people watch so it's a way of kind of get into your own bubble because when you're on your phone you can easily kind of ignore everything else that's happening so you're just kind of keeping to yourself. It's kind of like reading a book, I mean it's a phone still so people can like say it's "dangerous" but it's the same as people reading the newspaper or a book you're just zoned out, you're in your bubble and you don't have to, it actually makes it kind of easier you don't have to listen to other people that are bothering you or have their own conversations so you kind of just do your own thing. - Extra: Vad (mer) skulle kunna göras för att förbättra kvalitén på din resa och varför? I think the trains would be more fun if they had music on them. Maybe not at night.. I don't know how they'd do it, they could probably find some creative people to make like generic, kind of like the music that you have in the elevator but not annoying because the elevator trip is obviously much shorter than the train trip, but I don't know.. but like, you're in Sweden, maybe like do something fun. Like there's probably some like national Sweden day, or ABBA type stuff. Maybe not on all trains but like maybe when you get near downtown they start playing like ABBA, or do funny stuff like that. I think if you'd play music it would, there would be less chance of people being bothered because there's a less chance of beggars or people to talk over that kind of stuff so just like less... People would sit there. Problem is that it would maybe annoy people because they don't want music or anything like that, I don't know, it's just an idea that I've thought of before. I think it would be funny if you had that kind of stuff, just like calming kind of piano music or something. Not like real bands because you might bother people, but something no one really hates like soft piano or jazz. Even more so in the morning when people are going to work, so people can just chill out. And like I said maybe at night, because think about it at night it's less trains as well so it's not like you'd have to have a thousand workers on these trains, just like how many trains. There's only one every half an hour so it's not that many trains. And just maybe like, you know how one train has two trains that are linked, so just have one person per link and just, someone who just walks up and down the train. I can't imagine how the amount of people who rides those trains that the income to pay that for like 4-5 hours per night, even more so on like Fridays and Saturdays it couldn't cost like that much money to pay the income for that. I'm not sure what they would wear, like if they should be looking like us just wearing normal clothes or is it better to have someone who's dressed up like the hotel guy. There's a guy at a hotel that my girlfriend and I go to and he looks like a guard, a big tough arab guy and just looks like an asshole - maybe you need that on the train? Because it's funny how like when you drive a car and when cops drive behind you, he hasn't bothered you yet but knowing he's there you end up driving so perfectly because you just don't want to have to deal with it. So maybe if there's a guy who just walked along the train back and forth maybe those kids wouldn't be as rowdy because they wouldn't want to get told to get off the train or just whatever. Because then you have that - if anything happens it just gets taken care of immediately. It just makes it much safer. They might be on the train for a year and nothing happens but then if something happens and they're there once they it's paid off because it was worth having that guy on the train. They have cameras but still what do you do? Doesn't matter if you're on camera. Maybe as a health reason too? Maybe the person is trained to do CPR, what if an old guy who has a heart attack on the train? There, it's fixed, someone is there to take care of it. I just feel like that's something that could be improved upon. Because to have just one train driver who sits in their car, they're probably half asleep anyways and then the train has to stop and like get out and walk through

8 the train.. I don't know, it seems harder. But there's nothing else really that I miss on the trains or other transport really. I just think it would be funny if they had music. Try it! Jag spelade alltså in denna intervju via ljudupptagning och transkriberade sedan detta. Inför mötet med min grupp skapade jag även en sammafattningför att lättare kunna framföra vad min intervju gav och vad jag kunnat komma fram till med den (gulmarkerat är de viktigaste synpunkterna): Kan du berätta om hur du använder kollektivtrafiken? När du åker hemifrån till/från jobb? - Tar tåget och tunnelbana till jobbet i Odenplan - Det är OK men jobbigt på kvällarna då hen oftast missar tåget tillbaka - Jobbigt att tågen bara går varje halvtimme t.o.m. på helger - Tar bussen för närområdet Varför väljer du kollektivtrafiken? - Verkar billigare än bil - Har inte haft inkomst för att betala för bil - Skulle nog ändå åka kollektivt om hen hade bil då det är lättare dörr till dörr, slippa betala parkering, osv. - Skulle använda bil mest för storhandling eller kvällar, t.ex. om man vill gå på bio o slippa planera med kollektivtrafiken. Även för att utforska utanför områdena som hen rör sig i idag = Skulle ha bil för bekvämlighetens skull - Det är skönt med kollektivtrafiken då det är enkelt, när allt går som det ska Hur känner du inför att resa kollektivt sent på kvällar eller udda tider och varför? - Känns ungefär likadant på kvällen som på dagen - Mest att tiderna är sämre på kvällen/natten - Bara att det är konstigare personer på kvällen/natten - Ej rädd då hen känner sig som en större storlek som de flesta inte skulle störa, bara att det är fler irriterande människor - Kan förstå att någon som känner sig mindre och svagare kan känna sig hotade av t.ex. killar i grupp Hur känner du för när familj o vänner reser under kväll-/nattetid? - Som nämnt ovan, och äldre - Blir orolig för andra som hen vet är svagare - Hen tipsar om att ha en Train Officer som kan gå i tågen (som på tvärbanan), speciellt på kvällen. Bara att folk vet att det finns en kanske ökar tryggheten - Helst ha ett fullpackat tåg än halv fullt, då rör sig inte folk omkring o stör varandra Berätta hur du planerar inför din resa - Kollar inte om det är en vanlig resa, som till jobbet eller kyrkan på söndagar - Viktigast är att veta hur han ska åka än när allt går, för hen behöver bara hinna med första färdmedlet Hur kollar du? - Använder SL appen oftast för att den är enkel och närmast till hands - Använder hemsidan om hen redan sitter hemma vid datorn Hur ofta kollar du innan du ska resa? - Kollar ca 1 timme innan hen ska åka, bara 1 gång. Bara för att inte behöva vänta ute Hur ofta kollar du under resans gång? - Kanske om hen inte vet vart han ska för att kolla att hen är på rätt väg, inte annars - Kan använda kartan som finns på stationerna för att dubbelkolla

9 Vad gör du under din resa? - Kolla mobilen (Facebook, läsa på internet), läsa bok, vill lyssna på musik via mobilen men har ej bra hörlurar, gör antingen ingenting eller övar på card tricks Varför? - Se Använder mobilen Varför? Hur lång tid under resan gör du detta? - Ca 70% av resan - Brukar behöva kasta ihop sina grejer för att man slutar precis när man ska av Om personen ej nämnt att de använder mobilen: Använder du mobilen när du reser? Vad använder du den till? - Random hemsidor - Facebook - Reddit - Skulle vilja lyssna på musik men behöver som sagt bra hörlurar Vilka appar? Vilka sidor? - Se ovan - Spelar ej spel Varför? - Gillar inte down time - Tråkigt att bara stirra ut genom fönstret - Oftast när man bara sitter så kommer det upp jobbiga tankar eller beslut som man inte har lust att tänka på - Man vill vara i sin bubbla och även inte verka konstig och bara stirra på folk Extra: Vad (mer) skulle kunna göras för att förbättra kvalitén på din resa och varför? - Skulle vara trevligare/roligare om det spelades musik. Generisk och bättre-än-hissmusik musik. Kanske anpassa till området man befinner sig i? Soft piano, jazz? - Train officer, speciellt på kvällar/nätter. Kanske någon som är klädd civilt eller som en vakt som patrullerar varje vagn o håller allt i styr/ser till att hjälp kommer snabbt. Kanske de även kan Första Hjälpen och kan hjälpa till om någon får hjärtinfarkt Analys Liknande förra metoden, thinking aloud, så hade den intervjuade lätt för att glida iväg i filosofier och idéer istället för att hålla sig specifikt till frågorna som ställdes - detta är dock troligtvis mitt eget fel i brist på erfarenhet för att snabbare kunna leda tillbaka kandidaten mer än kandidatens fel. Dock var det mycket nyttigt som sades och som jag kan plocka ihop. Att åka kollektivt är ett enkelt och rätt så bekvämt alternativ för de dagliga resorna, som t.ex. till och från jobbet. Då har man vanan inne när tiderna går och man kan rutinerna och allt flyter oftast på. Samma bekvämlighet finns även när man varit ute och eventuellt druckit alkohol och behöver ta sig hem på ett säkert sätt. Det sistnämnda är både bra och dåligt då det även betyder att fulla personer kan stöka till extra mycket och få resenärer att känna sig obekväma. Kandidaten påpekade dock att hen gärna använder mobilen, bland annat, för att hålla dessa personer på avstånd genom att läsa olika webbplatser och då göra störande personer ointresserade. Störande personer var hens största irritation och påpekade då att det skulle vara väldigt användbart att ha som en train officer på varje tåg, speciellt kvällar/nätter, som patrullerar på varje tåg och håller ordning. Denna officer kan då larma

10 snabbt om någonting händer, vara som stöd för de som känner sig otrygga och möjligtvis även kunna Första Hjälpen och snabbt vara till hjälp om någon får hjärtstopp. Andra färdmedel var endast alternativ då det kunde vara mer bekvämt, såsom att ta bilen när man ska storhandla eller för att lättare åka på utflykter och se nya platser. Hen skulle fortsätta åka kollektivt även om hen hade bil dock är bekvämligheten en stor faktor för kandidaten. Resorna kan ibland bli långa och det kan lätt bli stressigt när man hunnit gå djupare inpå sin underhållning under färden och man blir plötsligt överraskad av att man ankommit sin station. 70% av resan tillägnas till underhållningen (som oftast är via mobilen) och de övriga procentantalet är oftast början utav resan, därför kan detta vara en bra riktning att investigera i. Kandidaten kom med många intressanta idéer men jag är osäker på om detta är OK att använda med tanke på att den första länken jag nämnde hänvisade till att inte få de intervjuade att tänka in i framtiden och hjälpa med idéer utan att hålla det så aktuellt som möjligt. Dock så var vår fråga formulerad så att kandidaten skulle tänka tillbaka på en känsla som hen har i dagsläget när hen åker kollektivt - så min åsikt i detta är kluven. Sammanfattning av resultatet En bekväm intervjukandidat visade sig vilja ge många fina synpunkter och idéer. Att intervjua någon visade sig ge en djupare diskussion än under t.ex. fokusgrupp metoden, detta p.g.a. att man kunde lägga all uppmärksamhet och fokus på en person och därmed även få denna att känna sig viktig. Med rätt approach och väl valda frågor och följdfrågor kan det resultera i att kandidaten ger många viktiga synpunkter kring hens personliga upplevelser inom området. Det är dock lätt att kandidaten tar olika svängar och svävar ifrån frågan och att tiden då rinner iväg, då finns chansen att man inte hinner ställa alla sina frågor. Med erfarenhet blir detta troligtvis mindre frekvent. Att intervjua visade sig vara en billig, enkel och snabb metod för att få insikt i en användares synpunkter och erfarenheter. Dock vore det väldigt användbart att intervjua flera olika personer i de olika målgrupperna vi vänder oss till för att få en djupare inblick som intervjuare. Då skulle även analysen vara en djupare informationskälla då man lättare skulle kunna få fram en röd tråd att jobba vidare med.