D3.1: Modelling and Experiment Plans Scenarios and Use Cases

This project has received funding from the European Union’s Horizon 2020 research and innovation programme under the Grant Agreement No 636148.

D3.1: Modelling and Experiment plans – Scenarios and Use Cases

Project Title: Optimodal European Travel Ecosystem Acronym: EuTravel Start date of project: 01/05/2015 Duration: 30M Due date of deliverable: 30/06/2016 Actual submission date: 30/06/2016 Organisation name of lead contractor for this deliverable: TRENITALIA Final [v1.0.]

Dissemination Level

PU Public, fully open 

CO Confidential, restricted under conditions set out in Grant  EuTravel D3.1 - Version Final 1.0

Agreement to consortium members and the Commission Services.

2 EuTravel D3.1 - Version Final 1.0

Table of Contents

Document Summary Information Abstract

This Deliverable presents the activities carried out and the results achieved in Task 3.1 Modelling and Experiment Plans – Use Cases Scenarios. It presents the testing approach and describes the testing environment, that is the Living Lab set-up for the validation of the EuTravel system developed in Work Package 2. The Living Lab is the proof of concept and feasibility study of EuTravel’s vision, towards the realisation of a sustainable and open single European market for multimodal travel services for travel users and service providers. Particularly, the Deliverable includes an indicative list of use cases, outlined to show the interaction between the EuTravel system and the user, as well as between the EuTravel system and travel service providers’ systems.

Keywords

Optimodal mobility solutions, Living Lab, Multi-modality, Travel process, User groups, Use Cases, KPIs, metrics, Tests, Iterative approach, Performance Monitoring mechanism

Authors and contributors

Initials Name Organisation Role

MT Marco Tognaccini TRENITALIA Lead Author

IF Ioanna Fergadioti INLECOM SYSTEMS Contributor

SE Spyros Evangelatos INLECOM SYSTEMS Contributor

SC Stelios Christofi eBOS Contributor and Peer Reviewer

CS Christos Skoufis eBOS Contributor and Peer Reviewer

KP Kyriakos Petrou eBOS Contributor and Peer reviewer

ZK Zannis Kalampoukis CLMS Contributor

PZ Paolo Pizzuti Business-E Contributor

LM Loredana Mancini Business-E Contributor

SC Silvia Celano Business-E Contributor

DG David Griffiths BMT Contributor

NB Nicholas Belle Pharos Datacom Contributor

AS Andrew Steele Silverrail Contributor

AS Andrew Doran- Travelport Contributor and Peer Smith Reviewer

DC David Classey Travelport Contributor and Peer Reviewer

JCTC José Carlos Terés Ferrocarrils de la Contributor i.Casals Generalitat de Catalunya

AM Anja Mullee Eurolines Contributor

MDB Michel De Bellefon Brittany Ferries Contributor

JR Jenny Rainbird BMT Reviewer

Revision history (including peer reviewing)

Revision Date Who Comment

Draft 18.02.20 IF Template and initial TOC v0.1 16

Draft 22.02.20 MT First contents integration v0.2 16

Draft 11.03.20 MT Integration of first version of journey planning use v0.3 16 cases

Draft 31.03.20 MT Update of journey planning use cases v0.4 16

Draft 01.04.20 MT Integration of journey planning use cases v0.5 16 contribution

Draft 15.04.20 MT Integration of first version of KPIs and metrics table v0.6 16

Draft 09.05.20 MT Revision of KPIs and metrics table, integration of first

5 EuTravel D3.1 - Version Final 1.0 v0.7 16 versions of mechanism for KPIs performance measurement – baseline, Living Lab monitoring dashboard, evaluation reports

Draft 16.05.20 MT Revision of KPIs and metrics and use cases. v0.8 16 Integration of revised versions of mechanism for KPIs performance measurement – baseline, Living Lab monitoring dashboard, evaluation reports.

Draft 27.05.20 MT Integration of Executive Summary, Objectives of v0.9 16 Work Packages and tasks dependencies and Living Labs Overview, Service’s Providers perspective – TO BE Scenarios, Conclusions and Annexes

Draft 01.06.20 MT First complete draft of deliverable submitted for v1.0 16 review to BMT

Draft 10.06.20 MT Revised version of deliverable submitted for review v1.1 16 to eBOS and TRP

Draft 22.06.20 MT Revised version of deliverable shared with all v1.2 16 partners

Final 28.06.20 MT Revised and finalised version including addressing v1.0 16 IF comments and suggestions received from reviewers.

Quality control

Role Who Date

Deliverable leader Marco Tognaccini, TRIT 01.06.2016 10.06.2016 22.06.2016 28.06.2016

Quality manager Jenny Rainbird, BMT 02.06.2016

Project manager Ioanna Fergadioti, ILS 01.06.2016 10.06.2016 22.06.2016 28.06.2016 29.06.2016

Disclaimer The content of the publication herein is the sole responsibility of the publishers and it does not necessarily represent the views expressed by the European Commission or its services. While the information contained in the documents is believed to be accurate, the authors(s) or any other participant in the EuTravel consortium make no warranty of any kind with regard to this material including, but not limited to the implied warranties of merchantability and fitness for a particular purpose. Neither the EuTravel Consortium nor any of its members, their officers, employees or agents shall be responsible or liable in negligence or otherwise howsoever in respect of any inaccuracy or omission herein. Without derogating from the generality of the foregoing neither the EuTravel Consortium nor any of its members, their officers, employees or agents shall be liable for any direct or indirect or consequential loss or damage caused by or arising from any information advice or inaccuracy or omission herein.

Abbreviations

API Application Programming Interface

B2B Business to Business

B2B2C Business to Business to Consumer

B2C Business to Consumer

CoC Code of Conduct

GDS Global Distribution System

ITS Intelligent Transport Systems

LL Living Lab

MMITS Multimodal Information and Ticketing Systems

OTA Online Travel Agent

PT Public Transportation

TMC Travel Management Company

List of Figures

List of Tables

Definitions Application Programming Interface: it is a set of routines, protocols, and tools for building software applications. An API specifies how software components interacts, encompasses operations, inputs, outputs and defines specific functionalities. Compatibility: the general ability of a device or system to work with another device or system without modification. Continuity of services: the ability to ensure seamless services on transport networks across the Union. Interface: connecting tool between the different components of the system that allow the interaction between the set of services supported by the system, through information exchange. A user interface consists of the set of dials, operating system commands, graphical display formats, and other devices provided by the system to allow the user to communicate and use the all system components and services. Interoperability: the capacity of systems and the underlying business processes to exchange data and to share information and knowledge in order to deliver new services or extend existing ones. Journey: travel solution that the system has to plan under the request of the user and which must include specific information like point and date of departure and destination, specific transport modes, price. Leg: movement of the user from the point A to the point B that involves the use of a single mean of transport. Multimodal travel information and planning services (MMTIPs): Information that allow travellers and travel buyers / retailers to plan their journey from A to B comparing different travel options combing different variations of transport modes. MMTIPs may include a combination of two or more of the following transport modes which might be used by a traveller: air, rail, waterborne, coach, public transport, walking and cycling. Such services can allow the traveller to receive personalised routing results according to their specific travel preferences or needs including the fastest route, the cheapest route, the fewest connections, the most environmentally friendly, the most accessible for persons with reduced mobility etc. or simply a routing result based on the transport mode(s) they wish to use (i.e. cycling or public transport). Multimodal travel information services: services that can be delivered to users through a variety of channels. Whilst there remains a portion of users who prefer to access information through staffed-services such as telephone advice lines or walk- in travel centers, the majority of these services are now provided online via browsers and also mobile phone applications. Information is provided by a range of organisation types including transport operators, transport authorities, public sector initiatives and private sector technology companies. Passenger Description Code: a series of codes that determines the passenger type (Adult, Child etc.) for pricing, rebates and discounts. Processed data: collected and manipulated data in order to produce meaningful information.

Requirement: condition, capability or function of the system or its components that allow to address a user request or achieve an objective. Scenario: stories and context able to explain why a specific user or user group will use a specific solution or product. The definition of the scenarios is critical to design the system and its interfaces and also to test the usability of the system. It represents a good tool to facilitate the communication between the research people of the team and the design teams. Service Provider: any company or entity provides or manages transport / travel services integrated into the EuTravel System. Specification: a binding measure laying down provisions containing requirements, procedures or any other relevant rules. Stakeholder: any individual, group, or organization that can affect, be affected by, or perceive itself to be affected by a decision, activity, or outcome of the project. System: group of technologies that are used as a base upon which other programs, applications, processes or technologies are developed The users of multimodal travel information: citizens travelling on journeys which can be new, infrequent or regular/daily. Travellers may require information to help select the most cost effective, quickest or time appropriate mode of transport for a given journey. Moreover, travellers may want to be aware of any changes to a journey which they are undertaking, whether it be disruptions, routing changes, or expected travel time. Users may require information for short local journeys or longer trips including those journeys which require cross-border travel. However, the users of multimodal travel information services are not just limited to the travellers themselves, but increasingly transport operators and transport authorities also use MMTIPs to maximise the efficiency of their management of the transport network by using real-time information about travel disturbances and incidents to smoothly redirect traffic flow across their network. Traffic data: historic and real-time data on road traffic characteristics. Travel data: basic data such as public transport timetables and tariffs, necessary to provide multi-modal travel information before and during the trip to facilitate travel planning, booking and adaptation. Travel process stages: single steps composing the travel process that a user can perform through the EuTravel System from the planning of the journey, to the ticket purchase until to the possible re-planning of it in case of specific situations; each of them includes several actions and features on the basis of its objective. Use Case: detailed and structured description of how the system works and interacts with the users of service providers to satisfy a specific user request. Thus, it includes the description of: the objective of the Use Case; the actors (entities that participate in the Use Case); the constraints that govern the Use Case; pre-conditions (circumstances in which the Use Case occurs); post-conditions (circumstances in which the Use Case concludes); all the actions undertaken by the users and the system, which reflect the sequence in which they interact during the process.

User: any traveller or travel buyer that will consume the services provided by the EuTravel System, as passengers that need to plan a journey.

1 Executive Summary

The present Deliverable 3.1 “Modelling and Experiment plans – Scenarios and Use Cases” illustrates the outcome of the work performed in Task 3.1. This task aims to define the set-up of the Living Lab environment, where the EuTravel system will be tested and validated. Importantly, the Living Lab will prove the technical capability of the EuTravel system to: return users optimal travel solutions, that is customised, multi-modal, door-to-door, cross- border travel solution, based on their profile, travel preferences and needs (such as: transport modes, travel solution cost, travel solution time, number of connections, environmental footprint); integrate and process heterogeneous data sources and APIs (provided by transport operators and GDSs of the project consortium) to derive and provide the travel solution above. Additionally, the Living Lab will show how the EuTravel system has been designed in order to allow the user to perform a single booking request and a single payment transaction for the preferred multi-modal travel solution1. For this purpose, the starting point of Task 3.1 activities was the outline of a precise Living Lab concept and testing approach, that were put into practice in the course of the activities. Therefore, the following aspects were defined: tests approach: three iterative testing phases based on the “Plan - Do - Check – Act” approach covering B2C, B2B and B2B2C testing scenarios; specific functionalities / capabilities of the EuTravel system to be tested and validated in the Living Lab: they have been defined based on travel process stages, defined from a Traveller’s Perspective in the Work Package 2 and reported in Deliverable 2.3 “One-stop, cross-device multilingual interface”. The travel process stages include: journey planning, booking, ticketing, payment, alerts / disruptions; real and diversified user categories to be involved in the tests: urban and sub-urban able adult travellers, family of adults and 2 children, travellers with limited mobility or other special needs (a pregnant mother with small child travelling alone, infirm couple, wheelchair-bound person with carer); travel itineraries / routes to be considered as “reference” travel requests from user, as defined in the EuTravel proposal: Rome – Barcelona suburb, Barcelona suburb - London suburb, London suburb –Bruges, Brussels –Oslo2;

1 It is worth mentioning that, whereas the journey planning functionalities of the EuTravel system will be actually implemented and validated in the Living Lab, the consortium will attempt to implement EuTravel system functionalities related to the (single) booking. Concerning the (single) payment functionalities, they will only be simulated in the Living Lab. 2 It is necessary to clarify that the travel itineraries are not subsequent legs of a same travel solutions but different, separated travel itineraries (already presented in the Description of the Action) selected on the basis of the data provided by partners.

14 EuTravel D3.1 - Version Final 1.0 available data and APIs provided by EuTravel consortium partners to “feed” the EuTravel system and make it capable of processing a journey planning request. On this basis, realistic use cases were drafted in order to provide a precise and concrete understanding of: the user – EuTravel system interaction in the journey planning stage (Traveller’s perspective use cases included in Chapter Traveller’s perspective: TO – BE Use cases – Scenarios); the service provider (e.g. transport operator, GDS) – EuTravel system interaction in the whole journey planning and purchase process (Service provider’s perspective use cases described in Chapter Service Provider’s Perspective: TO – BE Use cases – Scenarios). It is necessary to underline that, at the current stage, Traveller’s perspective use cases only focus on the journey planning stage. Thus, they illustrate the capability of the EuTravel system to “answer” the user planning request by providing a customised, multi-modal, door-to-door travel solution, that is based on user specific profile, travel preferences and needs. This is consistent with the selected iterative approach for the testing phase: the first test phase only proves the system capacity and performance in the journey planning stage, in order to identify and solve possible criticalities before proceeding to the next stages (booking, ticketing, payment, alerting, re-planning). It should be noted that the first phase of the Living Labs does not cover B2B2C use cases. Such test scenarios will be developed at the second iteration (Phase II) of the Living Labs, focusing mostly on B2B and B2B2C business models, capturing also the “other Travel Buyers’ perspectives”, including for example travel agents and GDS service providers as the key actors. At the same time, a complete set of KPIs and metrics were defined, in order to identify and select which capabilities of the EuTravel system shall be monitored during the test phase and how the system performance shall be measured (as described in Chapter Measurement Strategy and KPIs). Importantly, KPIs and metrics were defined with respect to all travel process stages and related tests to be performed in the Living Lab until the end of the project, with the aim to orient the system technical development activities to be performed in the project. Additionally, a well-structured monitoring mechanism was established in order to monitor and evaluate the defined set of KPIs and metrics and to have a precise understanding of the EuTravel system performance. The monitoring mechanism is based on both electronic and “human” based tools; it will be managed by EuTravel partners and actively involve users participating to the Living Lab tests, asking them to “rate” and provide a feedback on their experience (as described in Chapter Mechanism for KPI performance measurement - Living Lab Monitoring Dashboard and Chapter Evaluation Reports). Finally, a review of main data and privacy protection regulation to be taken into account for the testing phases was carried out, also in light of the new EU Data Protection Regulation 2016/679 and Directive 2016/680. It is worth to underline that activities carried out in Task 3.1, especially use cases drafting and the definition of the KPIs and metrics set, is strictly linked to the work performed and results accomplished in:

Work Package 1 Optimodality Framework, with specific reference to functional and non- functional requirements definition; Work Package 2 Optimodality Ecosystem Enablers, concerning the design of the EuTravel system architecture and of the User Interface. The Living Lab environment described in this Deliverable will serve as basis for the tests, the evaluation and reporting activities to be carried out in Task 3.2 “Deployment of initial EuTravel Ecosystem” and Task 3.3 “Living Lab operation learning, refinements and reporting”. Specifically, tests will be carried out according to three phases, as explained in Chapter Objectives of the WP3 – Task 3.1 - Section Living Lab concept and its application in the EuTravel project. 2 Objectives of work-package and tasks dependencies and Living Labs Overview

2.1 Objectives of the WP3 – Task 3.1 This Deliverable consolidates and presents the outcome of the work carried out in Task 3.1 “Modelling and Experiment plans - Scenarios and Use Cases”, as part of Work Package 3 EuTravel Living Lab, whose overall objective is to organize and develop a Living Lab to experiment and evaluate EuTravel system in real life multimodal travel scenarios. In Work Package 3, the main aim of Task 3.1 is to define models and pilot use cases to be tested in the Living Lab environment. The concept of the Living Lab (investigated in more detail in Section Use Cases methodology) is to provide a test-bench to monitor and evaluate the innovations of the EuTravel system. As a matter of fact, the Living Lab tests, which will be carried out in Task 3.2 “Deployment of initial EuTravel Ecosystem” and Task 3.3 “Living Lab operation learning, refinements and reporting”, will compare the AS-IS situation (in terms of how long it takes someone to come up with their own journey using several different information sources) with EuTravel solutions in terms of cost, time, carbon footprint, feasibility for different, specific user categories. Hence, the Living Lab is intended to technically prove and clarify the main strengths of the EuTravel system, that is the possibility to provide users with optimal travel solutions (customized, multi-modal, door-to-door and cross-border travel solutions according to their personal preferences, characteristics and needs). Importantly, the Living Lab will also enable an investigation of difficulties related to transnational multi-modal transports (e.g. legal and commercial barriers) and of the impact and benefits from different stakeholder perspectives. In order to outline and set-up the Living Lab environment, the activities to be carried out in Task 3.1 were organized in the following sub-tasks: Identification of a measurement strategy based on set KPIs and an on-going monitoring mechanism for evaluation in the “Lab” environment (ST 3.1.1);

Modelling Living Lab use cases to carry out tests on real-life multimodal travel scenarios, involving several travellers’ groups (ST 3.1.2); Preparation of the mechanism for KPI performance measurement and measure the baseline (SB 3.1.3); Design and implementation of a unified dashboard (web application) for monitoring the Living Lab tests, getting data reports, statistics, etc. (ST3.1.4); Design of comprehensive reports for the evaluation of technical and business perspectives, common errors, user behaviour patterns, etc. (ST3.1.5). The outcomes of the sub-tasks listed above are reported in Chapters Measurement Strategy and KPIs - Evaluation Reports of the present Deliverable.

2.2 Living Lab concept and its application in the EuTravel project A “Living Lab” is a user-centred, open-innovation “environment” for the systematic exploration, experimentation and evaluation of innovative ideas, scenarios, concepts and related technological artefacts in real life use cases. Such use cases involve user communities. Living Labs are actually based on two main ideas: users involvement in the innovation process since the early stages; experimentation in real-world environments, with the goal to provide structure and governance to users participation to the innovation process [1]. Hence, a Living Lab is not similar to a test bed as it turns users -from being traditionally considered as observed subjects for testing modules against requirements- into co-creators of emerging ideas. The Living Lab concept has been applied and customised to the EuTravel project purposes and activities to be carried in Work Package 3, also identifying all the elements constituting the EuTravel Living Lab as described in the current Section. As stated before, in the specific context of the EuTravel project, the goal of the Living Lab is to test and validate the technical capability of the systems to integrate and process heterogeneous data sources in order to plan optimal travel solution, that is multi-modal, door-to-door travel solution, taking into account user profile and preferences. Additionally, the Living Lab tests will allow to gather a relevant amount of data in order to quantify the technical performance and, possibly, the general impact of the EuTravel system in terms of better modal integration and resource utilisation, improved consumer choice, seamless information flow to travel users including advice on their rights and fact-based policy making. The EuTravel Living Lab will be implemented following the “Plan - Do - Check – Act” approach. Accordingly, each stage of the travel process should be planned, implemented and afterwards verified. In case of success, the testing / validation process can move forward to the next scheduled stage. Contrary, in case of failure or criticalities, the system working and components design / development should be re-analysed, re-planned and fixed, followed by a new series of trials allowing the testing process to start again. Of course, this approach relies upon a constant

17 EuTravel D3.1 - Version Final 1.0 interplay between the pilot developments and the technology developments, ensuring continuous improvement of the system prototypes. For the EuTravel Living Lab, the testing and validation process has been organized in 5 main stages, as referred in Deliverable 2.3 “One-stop, cross-device multilingual interface” (Figure 2 1) that covers the entire travel process as far as the interaction of the user with the front-end travel planner is concerned. The process covers all steps from the logging-in of the user to the system to alerting in case of disruptions.

Figure 21: Travel Process Stages – the Traveller’s Perspective Travel Process stages are briefly described below, in order to set the scope of each single stage, by defining related user / system activities: Journey Planning stage: the objective is to provide to the user customized, multi-modal and door-to-door travel solutions. This stage starts when the user creates his / her profile, inserts his / her travel preferences in the EuTravel system and provides all the “inputs” of the travel solution request: his / her profile, point of departure and destination, additional personalised search criteria. On the basis of this information, the EuTravel system processes and displays alternative itineraries in terms of transport modes that can be select by the user, duration and price of each solution; Payment stage: the EuTravel system gives the user the possibility to choose among alternative payment methods to pay for the multi-modal travel solution in a single transaction; Booking stage: it is a confirmation of the selected journey and that the whole process of journey planning and payment has been successfully completed; Ticketing stage: upon confirmation of the different Product owners and Ticket vendor, the user receives the single electronic ticket, that consists of the multiple legs and the chosen transport mode provided by the different vendors3; Alerting stage: it is aimed to provide to user with a real time access to journey information and to inform him / her in case of cancellations, delays, disruptions that may impact on his / her journey by the transport service providers. As far as the full travel process is concerned an important stage is4: Fare and Fare Rules: the user requests a fare based on the details that have included in the travel planner about the traveller (s). This covers the conditions of travel for each passenger type. These stages will be gradually implemented and tested in the Living Lab “Plan-Do- Check-Act” approach, that envisages three main phases: Phase I: testing of Journey Planning services based on the APIs and Travel data sources offered by consortium partners; Phase II: testing of Journey Planning, Booking, Pricing, Payment-Settlement services based on the APIs and Travel sources offered by consortium partners (as explained in Chapter

3 It is necessary to highlight that legal issues arising from the single ticketing concept are still under investigation by the project partners. 4 To be implemented in Phase II.

Executive Summary , Booking services will be possibly implemented in this phase of the Living Lab, whereas Payment services will only be simulated); Phase III: inviting external service providers (outside the consortium) to join the Living Lab and integrating Open APIs. Testing of all the phases including also the external service providers. Figure 2 2 below presents the Living Labs implementation approach and highlights the Living Lab key dependencies with other Tasks and Deliverables released in the EuTravel project.

Figure 22 : Living Labs and Tasks dependencies Accordingly, with the Living Lab concept and the related requirements to involve real users in the tests as well as with the main objective of the EuTravel System to provide customized travel solutions, several User Groups, with different profile characteristics and preferences have been defined in the EuTravel Project Scoping Document (shared among the consortium partners in November 2015 with the aim to orient project development activities) and selected for the EuTravel Living Lab. The aim is to show the ability of the system to take into account several variables, related to the profile of users involved in the creation of the optimal travel solution. Selected User Groups include: Urban and sub-urban adult travellers, encompassing two specific sub-categories:  Business Traveller;  Group of universities students.

Family of adults and two children;

Travellers with limited mobility or other special needs, encompassing three specific sub- categories:  A pregnant mother with small child (e.g. in baby carriage) travelling alone;  An infirm couple;  A wheelchair-bound person with carer. For each User Group, several Use Cases have been drafted for the journey planning phase, relating to the European cross-border routes already selected in the EuTravel proposal. In addition, a recognition of travel data and APIs provided by consortium partners has been carried out, in order to assess and ensure the availability of necessary data to implement the Use Cases in the testing phase. These Use Cases constitute the basis for the test activities of the Task 3.2 “Deployment of initial EuTravel Ecosystem” and Task 3.3 “Living Lab operation learning, refinements and reporting”. The working methodology applied for Use Cases definition, as a core part of the Living Lab environment, is described in details in Section Use Cases methodology below. In order to monitor and evaluate the technical operating and performance, as well as the impact of the EuTravel system, a comprehensive set of KPIs and metrics and a dedicated monitoring and evaluation mechanism have been created in order to assess the EuTravel Living Lab results. Overall, 42 KPIs and metrics have been identified and divided into the following clusters: Functional, Non-functional and Google Analytics KPIs. KPIs and metrics have been defined with respect to the different travel process stages, in order to have, since the Living Lab first set-up, a complete set of KPIs that will contribute to orient next architecture development and test phases. Some KPIs are specific for each travel stage, while other are cross-cutting to all travel stages. The comprehensive list of KPIs and metrics is available in Chapter Measurement Strategy and KPIs. It is worth mentioning that only Journey Planning stage dedicated KPIs and cross- cutting KPIs will be monitored and assessed during the Journey Planning use cases described in this Deliverable and implemented in the first test phase, whereas the other KPIs will be evaluated during the next testing phases. Concerning the KPIs monitoring and evaluation mechanism, it is composed of both electronic and “human” based tools, that will be applied to monitor and assess KPIs depending on their specific nature and the object they intend to measure (described in Chapter Mechanism for KPI performance measurement - ). Therefore, a distinction has been made among: KPIs monitored by available Google Analytics services that offer the ability to track and report website traffic; KPIs that cannot be monitored by Google Analytics services and require special implementation by the User Interface side;

KPIs that must be monitored by the “Super API” infrastructure, allowing an assessment of the iterative development of the innovative technology that EuTravel “Super API” uses to interact with front-end and Optimodality Framework; KPIs to be monitored by humans (that is, real users involved in the testing phase) by means of a dedicated web-based questionnaire, aimed to get a direct opinion from the users and to evaluate the system considering different variables and different evaluation criteria according to user external perspective and personal “experience” of the system. Finally, the current EU regulation on personal data management and protection has been screened and analysed in order to ensure compliance when treat users’ personal data for the Living Lab purposes. Importantly, the Living Lab will not only prove the EuTravel system from a technological point of view, but it will also identify and investigate legal, commercial and other barriers to the single, integrated booking and ticketing, that currently prevent the implementation of transnational multi-modal mobility solutions.

2.3 Use Cases methodology Use Cases are at the core of the Living Lab environment, as they aim to provide a first and concrete overview on how the EuTravel system will concretely operate to meet the requests made by the main actors involved in the travel process, that is users (travellers) and service providers (transport operators and GDSs). Therefore, Use Cases illustrate the interaction between the user and the EuTravel system (B2C perspective) and between the EuTravel system and the other Transport Operators / GDS (B2B perspective). B2C Use Cases drafted in this Deliverable (Chapter Traveller’s perspective: TO – BE Use cases – Scenarios) only concern the journey planning stage and will be concretely implemented in the Living Lab first testing phase. Afterwards, this Use Cases will be integrated and expanded in order to describe the user - EuTravel system interaction in the booking and payment stage, providing guidance to the second and the third testing phase. Use Cases have been drafted on the basis of a structured working methodology, that has taken into account all elements constituting the EuTravel Living Lab. Firstly, each Use Case has been defined on the basis of the profile characteristics, travel preferences and parameters of the selected user group. As stated in Chapter Objectives of the WP3 – Task 3.1, several user groups very different from each other have been selected and involved in Use Cases drafting. The goal is to provide concrete examples of how the EuTravel System returns different, customised travel solutions depending on the conditions, features and preferences that usually characterize these user groups in real life, such as different preferred transport modes, different financial needs or different time constraints. Secondly, for each user Group, Use Case Scenarios have been built on the basis of the functional requirements defined in Deliverable 1.1 “EuTravel Stakeholder Requirements Specification” – Section 9.2 “Travel Process and End-User Requirement”. In this way, Use Cases have been strictly linked to system capabilities

22 EuTravel D3.1 - Version Final 1.0 and functionalities already defined and related to the architecture design and development activities undertaken in Work Package 2. Particularly, for the journey planning phase, the following functional requirements have been used as Use Cases building blocks: User inputs profile; User inputs A (origin), B (destination) and travel dates; User inputs additional personalised search criteria e.g. special needs, transport mode that is excluded, travel dates range +/-5 days, e.g. cabin etc.; User requests search results; System displays alternative optimized itineraries and details (route details, prices, critical connections - change of transport mode, change of vehicle, etc.); User selects preferred itinerary; System displays information on Terms and Conditions and Passengers Rights. Thirdly, in order to provide credible examples of users travel request and possible returned multi-modal solutions, the following cross-border itineraries have been considered: 1. Rome – Barcelona suburb; 2. Barcelona suburb – London suburb; 3. London suburb – Bruges; 4. Brussels – Oslo5. Also, the following transport modes, provided or managed by consortium partners, have been taken into account: Train; Bus; Plane; Ferry. Furthermore, for each itinerary, a preliminary mapping of possible travel solutions has been drafted (Annex 2), showing different uni-modal legs, based on different transport modes, that compose the multi-modal travel solution. This exercise has allowed to understand which data (in terms of transport services timetables and tariffs) should be made available by the transport operators and GDSs of the consortium in order ensure coverage of the itineraries and a proper system working during the test phase. Consequently, a recognition of data and APIs provided by consortium partners, as well as of the country coverage of transport service they operate / manage, as shown by Table 1.

5 These travel itineraries are not subsequent legs of a same travel solutions but different, separated travel itineraries (already presented in the Description of the Action) selected on the basis of the data provided by partners

24 Brief description of the Data provided for the Partner Country coverage APIs provided for the Living Lab API Living Lab Amadeus All 28 EU countries No - No France; Ireland; Spain; United Brittany Ferries Yes Ferrygateway No Kingdom API Austria; Belgium; Bosnia - Herzegovina; Bulgaria; Croatia; Czech Republic; Denmark; Estonia; France; Germany; Hungary; Eurolines Ireland; Italy; Latvia; Lithuania; Yes - Yes Netherlands; Norway; Portugal; Romania; Serbia; Slovakia; Slovenia; Spain; Sweden; Switzerland; United Kingdom. Ferrocarrils de la Generalitat de Barcelona city (Spain) No - Yes Catalunya Belgium; Croatia; Cyprus; Denmark; Finland; France; Germany; Greece; Holland; Iceland; Open Travel Alliance V2 Pharos Datacom Yes Yes Italy; Lithuania; Poland; compatible Slovenia; Spain; Sweden; Scandinavia; United Kingdom Silverrail Technologies Italy (rail company: Trenitalia); Yes all air and rail services - Germany (rail company: DB); supported via the uAPI Spain (rail company: RENFE); Sweden (all railways companies); United Kingdom (all rail companies belonging to ATOC) Travelport All 28 EU countries Yes - - Italy (whole territory); Austria (link with Innsbruck and Wien); France (links with Dijon, Trenitalia Marseille, Nice, Paris); Germany No - Yes (links with Munich); Switzerland (links with Basle, Geneva, Lucerne, Zurich) Table 1: Country coverage, APIs and data provided by EuTravel consortium partners (June 2016) Therefore, for each user group and for each travel itinerary, use cases have been drafted in order to provide a concrete example of possible customised, multi-modal travel solutions returned by the EuTravel system. Below it follows a brief overview of how the Use Cases have been structured and of main information they provide. Use Case specific information: it provides an outline of: Context and Objectives: brief description of the reference context and main objective of the Use Case; Services Scope: identification of services concerned by the Use Case (journey planning, booking, ticketing, payment); Pre-conditions: brief description of technical preconditions that have to be already verified to enable the Use Case implementation; Constraints: identification of possible restrictions or constraints to be taken into account when running the Use Case in order to ensure a proper system functioning; Actors: List of actors involved in the Use Case (e.g. User, EuTravel Journey Planner, etc.); User focus group: one of the pre-identified user groups that is involved in the Use Case; Door-to-door routes: one of the pre-defined travel itineraries, for whom the user requests a travel solution; Transport modes: transport modes involved in the Use Case, sorted on the basis of the preferences expressed by the user. Main Success Activity Flow: it describes single steps of the interaction between the user and the EuTravel system during the journey planning stage. It also provides detailed information on: Travel information: travel information inserted by the user, such as point of departure and destination, class, number of stops etc.; EuTravel Journey Planner returned travel solutions: possible travel solutions returned by EuTravel ranked according to user preferences and parameters. Travel solution include single uni-modal legs and necessary information for the user to make an informed “mobility decision”, such as overall price, duration and number and type of transport modes; Additional information: information concerning commercial conditions on the travel solution selected by the user; Possible Alternative Flow: it shows an alternative travel solution returned by the system in case of different preferences and parameters indicated by the user at the moment of profile registration or update, or during the Journey Planning stage. Finally, in order to assess the EuTravel system performance in the journey planning stage, relevant KPIs to be monitored and assessed have been screened from the KPIs and metrics exhaustive list (provided in Chapter Measurement Strategy and KPIs). They include specific KPIs for the journey planning stage as well as cross- cutting KPIs that are applicable to all travel process stages s as they aim to assess non-functional parameters of the EuTravel system. 3 Measurement Strategy and KPIs

A comprehensive set of functional KPIs metrics and non-functional KPIs metrics has been defined to assess the EuTravel solution. It includes: 8 functional KPIs and metrics aimed to assess travel solution planning, information provisioning («recommender»), the look-to-book ratio as well as the service quality. They relate to functionalities that adoption of EuTravel system should improve. 28 non-functional KPIs and metrics aimed to assess the EuTravel system from a technical perspective. They relate to the following parameters: usability, interoperability, performance, data performance, scalability, user feedback and security. 6 Google analytics KPIs and metrics aimed to monitor report website traffic, focusing on how customers’ behaviours and preferences when dealing with the EuTravel system (e.g. keywords used to perform research, search content, path / activities flow). The KPIs and metrics have been defined based on the assumption that they shall enable the collection of realistic data to evaluate and quantify: the impact of the EuTravel solution, in terms of better modal integration and resource utilisation, improved consumer choice, seamless information flow to travel users; the EuTravel innovation through the test of non-functional parameters of the system, such as performance, scalability, responsiveness, usability. The KPIs will be monitored through two different ways on the basis of the subject that should evaluate the specific KPI: For 4 of total of 42 KPIs, the evaluation will be done by the users involved in the testing phases because for these KPIs user’s opinions about the completeness, effectiveness and timeliness of the system are required; For the other KPIs, the evaluation will be carried out by the EuTravel system, using Google Analytics and other automated reporting systems because these KPIs concern more technical features of the system. Table 2 below illustrates the measurement tool used for each KPI:

TYPE OF MEASUREMEN KPIs T

KPI 37: Unique Visitors by Page KPI 38: Customer Behavior

Google KPI 39: Site Search Reports Analytics KPI 40: Landing Pages Report KPI 41: Page Timings KPI 42: Users Flow

KPI 9: Number of steps to obtain authentication/identification KPI 10: Number of steps to complete payment session Front-End KPI 12: Completeness of information to complete payment KPI 23: Feedback penetration KPI 24: Feedback score KPI 1: Solution Coverage KPI 3: Booked solutions / offered solutions KPI 4: Solution payment options KPI 5: Number of service interruptions KPI 6: Average service interruption duration KPI 7: Service throughput KPI 8: Percentage of monitored endpoints “Super API” KPI 15: Formats converted to CIM (e.g. CSV, GTFS, proprietary formats) KPI 16: Travel Solution building and returning response time KPI 17: Booking response time KPI 18: Ticketing response time KPI 19: Payment response time KPI 20: Average Afterwork Time KPI 21: Dataset Update rate KPI 22: Dataset Update Efficiency KPI 2: Solution Completeness and Accuracy KPI 11: Completeness of information to make informed selection (customer Human perspective) KPI 13: Completeness of information to understand and use booked solution KPI 14: Clarity of information Vulnerability KPI 25: Progressive number of Vulnerability Assessment (VAnum) Dashboard KPI 26: VA Vulnerabilities classified as high level (VAH) KPI 27: VA Vulnerabilities classified as medium level (VAM) KPI 28: VA Vulnerabilities classified as low level (VAL) KPI 29: Progressive number of Penetration Test (PTnum) TYPE OF MEASUREMEN KPIs T KPI 30: PT Vulnerabilities classified as high level (PTH) KPI 31: PT Vulnerabilities classified as medium level (PTM) KPI 32: PT Vulnerabilities classified as low level (PTL) KPI 33: Security requirements provided (SEQREQ) KPI 34: High critical issues of previous VA/PT (VAH/PTH%) KPI 35: Medium critical issues of previous VA/PT (VAM/PTM%) KPI 36: Low critical issues of previous VA/PT (VAL/PTL%) Table 2: KPIs and related measurement tool The comprehensive list of KPIs and metrics, and a detailed description of all of them, is provided in the following tables. Measuremen Metric Measurable Metrics Travel stages Notes t object description indicators and KPIs

FUNCTIONAL KPIs METRICS

I. Travel Number of uni-modal solutions legs covered by the planning This metric assesses if EuTravel returned the EuTravel system is travel solution for the This metric shall highlight if able to return a requested multi-modal EuTravel is able to identify complete multi-modal, itinerary and return a transport door-to-door travel Journey Planning mode for each uni-modal 1. Solution Coverage vs. itinerary, providing a leg or if one or more uni- travel solution for each Number of all uni-modal modal leg are not covered uni-modal leg of the legs included in the by the returned travel travel itinerary multi-modal travel solution. required by the user. solution for the requested multi-modal itinerary

2. Solution Completeness This metric compares Number of transport Journey Planning This metric shall be and Accuracy the completeness and mode related measured for each uni- accuracy of the information that the modal leg composing the information that the EuTravel system multi-modal travel solution. EuTravel system provides for each uni- provides for the modal leg of the multi- transport mode modal travel solution The number (and the type) covering each single (e.g. origin, destination, of pre-set transport mode uni-modal leg of the departure / arrival time, information that the multi-modal travel price) EuTravel system should solution. returned is to be defined by vs. EuTravel technical partners This metric is able to Number of pre-set that have developed the show the 31 Measuremen Metric Measurable Metrics Travel stages Notes t object description indicators and KPIs

transport mode information expected to completeness of the be returned for the model and the same uni-modal leg percentage of missing system. (e.g. origin, destination, information in travel departure / arrival time, solution objects. price, duration, number of changes)

Measuremen Metric Measurable Metrics Travel stages Notes t object description indicators and KPIs

This metric takes into It is necessary to: account the number of - understand which criteria travel solutions Number of travel will be used by the returned to the user itineraries booked by EuTravel system to select and among which the the user travel solutions displayed user can make his II. Look-to- 3. Booked solutions / offered to the user; choice: among all vs. Booking book ratio solutions available travel - take into account that Number of travel solutions, the EuTravel when lots of alternative solutions returned to solution will select a solutions are displayed to the user pre-set number of the user, the probability for solutions that will be the use to book a travel displayed to the user. solution decreases.

III. Travel 4. Solution payment options6 This metric assesses Number of payment Payment This metric shall be solutions the capability of the transactions supported measured with respect to: Settlement - EuTravel system to and completed through - each uni-modal leg; assist users in the EuTravel system 32 Measuremen Metric Measurable Metrics Travel stages Notes t object description indicators and KPIs

Payment purchasing tickets for vs. - each transport operator. the different transport Number of all payment modes covering the transactions that uni-modal legs of the should be performed multi-modal travel and completed to solution. purchase tickets for each This metric is based uni-modal leg included in on the assumption that the multi-modal travel users purchase solution. "separately" tickets associated to the transport mode of each uni-modal leg (payment transactions are performed one by one in a sequence). Thus, the EuTravel system shall: - "guide" users through different transactions and enable them to complete the whole process; - enable users to exploit different

6 The definition of this KPI may be revised in the next testing phase according to the system development and finalisation. At the current stage, it is not possible to provide a consolidated statement of how payment will be tested (real implementation or simulation only). However, it is likely that several transactions (equal to the number of transport modes involved in the travel solution) will have to be performed in order to book and pay for a travel solution. 33 Measuremen Metric Measurable Metrics Travel stages Notes t object description indicators and KPIs

payment options (e.g. credit card, PayPal account, eWallet) provided by different transport operators.

This metric aims to show the stability of the infrastructure System availability shall be measured for each service measured by the The number of discrete exposed by the EuTravel number of service time periods where one system. The endpoint is a interruptions that occur or more endpoints were single web service method IV. Service 5. Number of service in a given timeframe. unavailable Cross exposed by the API of APIs quality interruptions We measure only the Vs. to the stakeholders interruptions that are (travellers, partners), as the A given time period caused from internal shopping service, the login (daily, weekly, monthly) issues, such as service or the pricing bandwidth bottlenecks, service. network failures, software failures etc.

IV. Service This metric depicts the System availability quality criticality of failures by The average time during 6. Average service measured for each service measuring the which an endpoint was Cross interruption duration supported by EuTravel average time unavailable. system. downtime.

7. Service throughput This metric isolates the The number of Cross System availability shall be successfully successful responses measured for each service transmitted traffic of supported by the EuTravel Vs. the infrastructure system. compared to the total 34 Measuremen Metric Measurable Metrics Travel stages Notes t object description indicators and KPIs

The total number of traffic, as a measure of responses (including the service’s success. timeouts and errors).

This metric aims to describe the quality of The total number of service that is offered endpoints monitored System availability shall be by the infrastructural for availability 8. Percentage of monitored measured for each service KPIs. A higher Cross endpoints Vs. supported by the EuTravel percentage of system. monitored endpoints The total number of relates to more implemented endpoints. accurate results.

Table 3: Functional KPIs

35 Measuremen Metric Measurable Metrics Travel stages Notes t object description indicators and KPIs

NON – FUNCTIONAL KPIs METRICS

- Number of steps to be performed for the authentication / log-in to the EuTravel system; This metric provides - Time required by the evidence of how many system to complete each steps and how long it Pre – travel phase 9. Number of steps to obtain step; takes to complete the (user log-in) authentication / identification authentication / log-in - Time required by the to the EuTravel system to complete the system. whole authentication / log-in process (time from sending the registration request to receiving the response). V. Usability - Number of steps to be performed to pay for and purchase a travel This metric provides solution; evidence of how many - Time required by the steps and how long it system to complete each takes for the user to step; 10. Number of steps to pay for and purchase a Payment complete Payment session travel solution (from - Time required by the log-in to travel solution system to complete the purchase and "exit" whole payment and from the EuTravel purchase process (time system). from sending the payment request by the user to the receiving of 36 Measuremen Metric Measurable Metrics Travel stages Notes t object description indicators and KPIs

Average score (scoring scale: 1 – 5) assigned by Completeness and users to express the 12. Completeness of clarity of data the user completeness level of information to complete has to provide to the Payment each payment-related payment EuTravel system to information requested to perform the payment. the user perform a payment transaction.

Number of information on commercial conditions associated to the returned travel V. Usability solution (e.g. refund possibility) Completeness of 13. Completeness of information related to a vs. information to understand travel solution and its Total pre-defined and use booked solution "commercial Cross number of information conditions" (e.g. (commercial conditions: on commercial modification or refund reimbursement) conditions that must be possibility). associated to a returned travel solution and necessary for the user (e.g. refund possibility, time range when refund is allowed)

The clarity level of Average score assigned information returned by the by users involved in the EuTravel system for each test to express the travel process stage will be clarity level of assessed by users information provided by involved in the test cases the system for each twice: stage of the travel before the test, users will process (scoring scale: 1 assess the clarity level of – 5) Clarity of information information they expect to provided to the user vs Cross receive from the EuTravel V. Usability 14. Clarity of information (easy to display, read system, giving scores in Average score pre- and understand). the range 1 - 5 (on this defined by users to basis the “average” score express the to define a complete “satisfactory” clarity information will be set); level of information that shall be returned by the - during the test, users will EuTravel system for each assess the completeness stage of the travel level of information they process (scoring scale: 1 received from the – 5) EuTravel system, giving scores in the range 1 - 5.

38 39 Measuremen Metric Measurable Metrics Travel stages Notes t object description indicators and KPIs

This metric provides an overview of data provided by different Number of different 15. Formats converted to CIM operators, in different data formats / data sets VI. Inter- (e.g. CSV, GTFS, proprietary formats, that the provided to CIM and Journey Planning operability formats) EuTravel system is processed/ converted by able to catch and CIM elaborate thanks to the CIM

Time required by the EuTravel system to elaborate and return 16. Travel Solution building Journey Planning travel solutions and returning response time according to user request and This requires measuring VII. This metrics provide parameters. the difference between Performance an overview of defined request and response (Time required use-cases Time required by the times for each user by the system performance within the EuTravel system to transaction with the API of to perform 17. Booking response time Booking Living Lab. perform and complete a APIs based on the each process) booking process. following use cases.

Time required by the EuTravel system to 18.Ticketing response time Ticketing perform and complete a ticketing process.

40 41 Measuremen Metric Measurable Metrics Travel stages Notes t object description indicators and KPIs

This requires measuring VII. This metrics provide the difference between Performance Time required by the an overview of defined request and response (Time required EuTravel system 19.Payment response time use-cases Settlement-Payment times for each user by the system perform a payment performance within the transaction with the API of to perform process. Living Lab. APIs based on the each process) following use cases.

This metric wants to Average time of This metric wants to reveal if there is any asynchronous measure the time that the excessive work processing (database server, or rather the 20. Average afterwork time Cross required from the work) required per database is active after the server after the request type (measured response has been served response generation. in milliseconds). to the user.

This metric counts the Number of dataset This metric comes as a number of updates updates (per dataset) feature of the API received for a dataset management interface, 21. Dataset update rate Vs. Cross on a given time period, which provides detailed VIII. Data effectively measuring The total time that the information on external performance its update frequency. system is online data sources.

The goal for this KPI is to The size (measured in optimize the dataset Kbytes) of fresh data update mechanism in order This metric shows the received in an update to do not cause average ratio of fresh 22. Dataset update efficiency Cross unnecessary work to the data in dataset Vs. system. This can be updates. The total size of the achieved by configuring the update frequency of updates or the size of the received data.

Number of users who The goal is to have This metric shows the have received a prompt feedback penetration percentage of the to provide feedback among the user base in 23. Feedback penetration registered user base Cross relative terms but in Vs. that has received a absolute values as well to feedback prompt. The total number of measure its validity as a IX. User registered users sample. feedback This metric evaluates The number of positive It is imperative that the ratio of positive to feedback entries EuTravel’s performance is negative feedback on measured on many 24. Feedback score Vs. Cross every measurable different levels and this category mentioned in The total number of metric helps to identify the feedback form. feedback entries these key categories.

This metric evaluates the number of 25. Progressive number of Vulnerability Vulnerability Assessment Number of VA done Cross Assessments carried (VAnum) X. out in a defined period of time. Security Product Level This metric evaluated Number of high level All high level vulnerabilities the type and number 26.VA Vulnerabilities vulnerabilities (lower must be resolved before of high level Cross classified as high level (VAH) the level, higher the switching in Living Lab vulnerabilities security) environment. identified.

This metric evaluated Number of medium It must be implemented a 27. VA Vulnerabilities the type and number level vulnerabilities specific recovery plan to classified as medium level of medium level Cross (lower the level, higher resolve all medium level (VAM) vulnerabilities the security) vulnerabilities. identified.

This metric evaluated Number of low level the type and number 28. VA Vulnerabilities vulnerabilities (lower All low level vulnerabilities of low level Cross classified as low level (VAL) the level, higher the must be assessed. vulnerabilities security) identified.

This metric evaluates X. the number of 29. Progressive number of Penetration Tests Number of PT done Cross Security Penetration Test (PTnum) Product Level carried out in a defined period of time.

This metric evaluated Number of high level All high level vulnerabilities the type and number 30. PT Vulnerabilities vulnerabilities (lower must be resolved before of high level Cross classified as high level (PTH) the level, higher the switching in Living Lab vulnerabilities security) environment. identified.

This metric evaluated Number of medium It must be implemented a 31. PT Vulnerabilities the type and number level vulnerabilities specific recovery plan to classified as medium level of medium level Cross (lower the level, higher resolve all medium level (PTM) vulnerabilities the security) vulnerabilities. identified.

This metric evaluated Number of low level the type and number It must be drawn up an 32. PT Vulnerabilities vulnerabilities (lower of low level Cross evaluation plan of low classified as low level (PTL) the level, higher the vulnerabilities vulnerabilities. security) identified. X. Security This metric evaluates Product Level the coverage of the Number of Security security requirements: Requirements to be 33. Security requirements It will be issued a proper all requirements must covered before starting Cross provided (SEQREQ) deliverable. be applied before the Living Lab (the switching in Living Lab value should be 0) environment.

% tbd of resolution (nr of high vulnerabilities This metric evaluates still present / nr of high the percentage of high XI. Security 34. High critical issues of vulnerabilities detected level vulnerabilities Cross Process Level previous VA/PT (VAH/PTH%) in previous test * 100) < that have to be XX% (the trend of the resolved. VAH/PTH should go downwards)

% tbd of resolution (nr of medium This metric evaluates vulnerabilities still the percentage of present / nr of medium 35. Medium critical issues of medium level vulnerabilities detected Cross previous VA/PT (VAM/PTM%) vulnerabilities that in previous test * 100) < have to be resolved. XX% (the trend of the VAM/PTM should go XI. Security downwards) Process Level % tbd of resolution (nr of low vulnerabilities This metric evaluates still present / nr of low the percentage of low 36. Low critical issues of vulnerabilities detected level vulnerabilities Cross previous VA/PT (VAL/PTL%) in previous test * 100) < that have to be XX% (the trend of the resolved. VAL/PTL should go downwards)

Table 4: Non-functional KPIs metrics

GOOGLE ANALYTICS KPIs METRICS

XII. User This report displays Interface the keywords that Evaluation brought travellers to the EuTravel page. Ultimately, this report Provides the ability to provides to the understand what 37. Unique Visitors by Page Cross EuTravel keywords drove unique administrators the visitors to each page. ability to understand what keywords drove unique visitors to each page.

38. Customer Behaviour The “Customer Monitoring traffic, Cross Behaviour” report conversions and events. specifies the different behaviours between the “new” and “returning” visitors.

GOOGLE ANALYTICS KPIs METRICS

Search queries of the EuTravel page visitors. The site search reports provide data on what It can easily monitor what 39.Site Search Reports type of content people travellers looking for, the Cross are looking for on the words and terminology site. they are using and how quickly they found what they were looking for.

Measuremen Metric Measurable Metrics Travel stages Notes t object description indicators and KPIs

48 Number of pages that a user visits after landing on the initial page. The average length of time a visitor stays on the The Landing Pages website and the report displays which percentage of the visitors pages are visited. that have not previously 40.Landing Pages Report These landing pages Cross visited can be specified. are oftentimes the first experience a visitor Bounce Rate. This metric has with the website. includes the percentage of users that arrive on the XII. User landing page and leave Interface the website without Evaluation viewing any additional pages.

Optimize pages that are negatively impacting the By this report can be largest number of users. measured the page By monitoring this metric speed. Slow-loading 41.Page Timings the developers will be Cross pages ranks worse able to decide how to and produce weak compress the related results. CSS, HTML and JavaScript in order to improve page speed.

The Users Flow report is a graphical Compare volumes of representation of the traffic from different paths users took XII. User sources, examine traffic through your site, from Interface 42.Users Flow patterns through the Cross the source, through Evaluation website, and troubleshoot the various pages, and the efficacy of the where along their website. paths they exited your site.

Table 5: Google Analytics KPIs metrics

50 4 Traveller’s perspective: AS – IS Scenario

This Section describes the AS – IS Scenario with respect to the journey planning and booking stages, with the ultimate goal to emphasize differences between the currently available on market journey planners and the added value that will be provided by the EuTravel innovative system in the TO – BE Scenario. Processes related to the journey planning and booking phases and differences between the AS-IS and TO-BE models are analysed in Deliverable 1.4 “EU Optimodality framework”. This AS-IS Scenario Section outlines: Key differences between existing travel planners and the EuTravel system; Actual user interaction with travel planners to plan and book a multi-modal travel solution. The EuTravel system distinguishes from journey planners currently available on the market in the functionalities offered for both the planning and booking phases. Available journey and travel planners (e.g. Rome2Rio, Expedia), although well- advanced in the multi-modal, door-to-door journey planning, do not offer user- centred travel solutions and do not always take into account the travel solutions environmental footprint. From a benchmark analysis carried out on a conspicuous number of multi-modal journey planners and travel platforms7, with the aim to investigate available functionalities and understand how similar functionalities are designed in different platforms, the following evidence has arisen: existing journey and travel planners have developed high performing functionalities relating to: Multi-modal travel solutions, at local, national and cross-border level; Provision of detailed information on different transport modes included in the multi-modal travel solution (e.g. line or number, travel duration, number of stops and connections, ancillary services, etc.); Provision of mobility real time information (e.g. traffic status, possible disruptions). Nevertheless, they have not made significant progress for user profiling functionalities and only take into account user “basic” profile information (e.g. residence address, age, etc.) when processing the user journey request. Hence, they do not really distinguish among several user categories, each featured by specific preferences and needs when travelling (e.g. saving money, saving time, limited mobility, need for special care, etc.) and do not provide travel solutions targeted to a single user. Additionally, most of existing journey and travel planners do not provide CO2 emissions information “by default” when returning the travel solution to the user.

7 The analysis has included: Trenitalia Commercial Platform (PICO), Local Public Transport solutions across EU Member States and third countries (e.g. Bpass Lignes d’Azur App - France; Lyon Optimod initiative - France; Lyon: Técély Card & City Card - France; Trenitalia Local Public Transport - Italy; London Oyster Card - United Kingdom; Rio Card - Brazil; Singapore EZ-linked card – Singapore), mobility and travel platforms (e.g. Trenitalia App, Rome2Rio, Expedia, Waze; Moovit; MyCicero; Musement; Moovel; Wanderio). 51 However, the most relevant weakness of available journey and travel planners, even the most advanced, concerns the lack of capability to overcome barriers related to the multi-modal booking process: when the user performs a booking request, they automatically re-direct him to the online portal of each transport and travel operator involved in the multi-modal travel solutions. Consequently, the user must go through a complicated and time consuming process, consisting of as many booking requests and steps as the operators include in the travel solution are. Below it follows brief use case aimed to illustrate the AS – IS Scenario for both the journey planning and the booking phase. UC_00_00: Business Traveller planning a door-to-door trip from A to B.

USE CASE ID UC_00_00

Title Business Traveller planning and booking their multimodal journey Context and Objectives This use case aims to show the current state-of-play in planning and booking a journey through an online travel planner. Services Scope Journey planning and booking. Pre-conditions The user does not use a travel agent to plan and book his journey. Constraints Preferable Browsers: Chrome, Edge, Firefox Optional Browsers: IE10+, Safari Actors User Online Journey Planner User focus group A Business Traveller Door-to-door routes Any origin and destination – The journey is composed by at least two legs covered by different transportation means. Transport modes This use case involves user preferred transport modes: 1. Leg1 - Plane; 2. Leg2 – Train (or other except Plane);

Main Success Activity Flow

STEP ACTOR ACTIVITY The user visits the online travel planner and lands on the 1 User Welcome screen. The user inserts the following trip information:  Point of departure;  Point of destination; 2 User  Date: the user inserts the date of departure;  Adults: the user selects the option “1”;  Direct or return: the user selects the option “return”.

52 3 User The user clicks on the Plan button. The Online Journey Planner shows the user the planning page, indicating:  Point and date of departure; Online Journey 4 Planner  Point and date of destination;  The number of possible travel solutions for the itinerary (multiple alternatives for each leg) and a map that presents alternative routes. 5 User The user selects a clicks on one of the legs. The Online Journey Planner returns: Online Journey  Mode of Transport (e.g. Air); 6 planner  Available airlines for the selected leg and estimated journey duration. The user selects one of the airlines available and clicks on 7 User “Show Pricing details”. Online Journey The Online Journey Planner shows the estimated price for 8 Planner the selected airline. The user confirms the selected option by clicking on the 9 User Select button and is redirected to the operator’s website to complete the booking, pay and get the ticket for this leg. The Online Planer does not return a confirmation of the Online Journey 10 already booked leg as this is managed by the operator’s Planner online reservation system. The user returns to his initial search results and repeats the whole process for the second leg of the journey (e.g. Rail). 11 User The second leg’s booking is managed by the Rail Operators online reservation system. Post-conditions The user prints out the tickets and proceeds to book any additional services such as accommodation. The realisation of the EuTravel system will change the AS-IS Scenario depicted above for the planning and the booking stage. In the AS-IS scenario, the Online travel planner actually works as the search engine of available offerings but there is no optimisation offered. The two legs, even if part of the same journey, remain disconnected and the user has the total responsibility of calculating the time required to move through transit points. Some users may additionally use the google maps travel planner to get additional information for their travel and specifically view details about the transitions required (e.g. walking time between terminals). Concerning the TO – BE Scenario, functionalities offered for the planning phase by EuTravel system include: Taking into account user preferences as meaningful input for processing the user journey request and returning a customized travel solution. As a matter of fact, the EuTravel system gives the user the possibility to create his / her profile pointing out travel

53 preferences (e.g. preferred transport modes, preference of cheapest or shortest or the most comfortable travel solution) and special needs (e.g. disabled people needing assistance) and takes into account to plan customized travel solutions targeted to a specific single user; Calculation and display to the user the environmental footprint of each travel solution (in terms of CO2 emissions). Regarding the functionalities provided for the booking phase, the EuTravel system acts as a “single point of interaction” between the user and all transport / travel operators involved in the multi-modal travel solution, giving the user the possibility to perform a single booking request for all the involved operators and complete the booking process in one step only. Thus, it puts in place a user-friendly booking process, allowing the user to perform a single booking request and save time. Therefore, in the TO – BE Scenario, the progress introduced by the EuTravel system in the booking stage completely changes the current interactions and processes, overcoming the obstacles encountered in the multi-modal booking process. EuTravel addresses them from both a technical and a legal / commercial perspective, identifying possible ways to solve them. Thus, the booking process innovation can be considered as the key element that distinguishes EuTravel from existing planners and expresses its added value. In order to explain in detail the TO – BE Scenario outlined above, TO – BE Use Cases – Scenarios are described in Chapter Traveller’s perspective: TO – BE Use cases – Scenarios for the journey planning stage and in Chapter Service Provider’s Perspective: TO – BE Use cases – Scenarios for the Booking stage.

54 5 Traveller’s perspective: TO – BE Use cases – Scenarios

This Section provides a selected set of Traveller’s Use Cases drafted for the journey planning stage, based on the methodology presented in Section Use Cases methodology. For each user group, two use cases are reported: Traveller inserting his / her profile information in the EuTravel system, showing how the user can insert his profile data and travel preferences into the EuTravel system; Traveller planning a door-to-door trip for one of the cross-border travel itineraries through the EuTravel system. The comprehensive list of traveller’s perspective use cases, including all use cases for each user group and the multi-modal travel itineraries identified in the Description of the Action, is provided in Annex 1.

5.1 Urban and Sub-urban able adult travellers

5.1.1 Business Travellers User group description: business Travellers, that prefer a time-saving and comfortable travel solution, regardless of the price. UC_01_00: Business Traveller inserting his / her profile information in the EuTravel System Use Case specific information

USE CASE ID UC_01_00 Business Traveller inserting his / her profile information in the EuTravel Title System. Context and Objectives This Use Case shows how a user can insert information related to his / her specific travel profile in the EuTravel System in order to get customised travel solutions. Services Scope User Profile Creation. Pre-conditions The user has already subscribed to the EuTravel System. Preferable Browsers: Chrome, Edge, Firefox Constraints Optional Browsers: IE10+, Safari- Actors User User focus group A Business Traveller. Door-to-door routes None (this Use Case is a pre-condition to the multi-modal door-to-door journey planning). Transport modes No transport mode is involved in this use case because it concerns user profile update.

55 Main Success Activity Flow

STEP ACTOR ACTIVITY The user logs in the EuTravel System. User can log-in through: 1 User  His / her EuTravel credentials;  A social network account he / she already owns. 2 User The user selects the Account functionality.

The user selects the Personal Info section and inserts the following information:  full name;  gender;  address, zip code and City;

3 User  date of birth;  phone number;  alternative phone number;  country;  passport details; and clicks on the Save button.

The user selects the Preference section and indicates his preferences for the following fields in order to get customised travel solutions8:  Preferred transport mode: the user selects the following options: “1. Plane”; “2. Train”; “3. Car”.  Travel duration ordering: the user selects the option “shortest” (thus, the EuTravel Journey Planner will return travel solutions requiring the shortest amount of time); 4 User  Distance ordering: the user leaves it blank;  Price ordering: the user leaves it blank (as the most important parameter for him / her is to find the travel solution more suitable for his/her job in order to reach the destination as soon as possible)9;  Special Assistance: the user leaves it blank;  Journey Carbon footprint: the user leaves it blank; and clicks on the Save button.

8 These preferences relate to the order / ranking of travel solutions returned by the EuTravel system. 9 When the Pricing order field is left blank, travel solutions are ranked based on the travel duration parameter (from the shortest to the longest one). 56 5 User The user exists from the EuTravel System.

Post-conditions The EuTravel Journey Planner stores user profile information and uses them to return customised travel solutions.

UC_01_01: Business Traveller planning a door-to-door trip from Rome to Barcelona suburb.

USE CASE ID UC_01_01 Business Travellers that prefer a time-saving and comfortable travel Title solution, regardless of the price. Context and Objectives This use case aims to show how the EuTravel System can return the user an optimal customised travel solution for the itinerary Rome – Barcelona suburb. Services Scope Journey planning. Pre-conditions The user has already registered to the EuTravel System and has updated his profile related information. Constraints Preferable Browsers: Chrome, Edge, Firefox Optional Browsers: IE10+, Safari Actors User EuTravel Journey Planner Transport Operator GDS User focus group A Business Traveller Door-to-door routes Rome – Barcelona suburb. Specifically, the user leaves from his office in Rome and arrives to an hotel in Sabadell (Barcelona suburb), close to a company he has to visit the following day. Transport modes This use case involves user preferred transport modes: 1. Plane; 2. Train; 3. Car.

STEP ACTOR ACTIVITY The user opens the EuTravel System and lands on the 1 User Welcome screen.

57 The user inserts the following trip information:  Point of departure: the EuTravel Journey Planner recognizes the “current user location” as the point of departure;  Point of destination: the user inserts his hotel 2 User address in Sabadell;  Date: the user inserts the date of departure;  Adults: the user selects the option “1”;  Direct or return: the user selects the option “return”. 3 User The user clicks on the Plan button. The EuTravel Journey Planner shows the user the planning page, indicating:  Point and date of departure;  Point and date of destination; EuTravel Journey 4  The number of possible travel solutions for the Planner itinerary (these have been already screened, based on user profile and preferences, among all existing travel solutions). The planning page also shows a map that highlights the point of departure and the point of arrival. In the planning page, the user has the possibility to add intermediate stops to the itinerary. 5 User The user does not add any intermediate stop and clicks on the proceed button to proceed and display travel solutions. 6 EuTravel Journey The EuTravel Journey Planner returns the user a list of Planner possible travel solutions for the itinerary. Travel solutions are ranked based on user preferences and parameters. In the case of Business Traveller, travel solutions will be ranked according to the following priorities: overall trip duration; comfort level. For each travel solutions the EuTravel Journey Planner shows the following information:  Overall price;  Overall duration (in hours and minutes);  Number and type of different transport modes included in the travel solution. For each travel solution, the EuTravel Journey Planner gives the user the possibility to click on the travel solutions to get more details and for each travel solution shows the “Select” button to allow the user to choose the travel solution.

58 The EuTravel Journey Planner also gives the user the possibility to filter travel solutions by transport mode (plane, train, bus ferry, drive). For instance, if the user selects “plane”, the EuTravel Journey Planner will only display plane-based travel solutions. 7 User The user clicks on the first returned travel solution. The EuTravel Journey Planner shows the uni-modal legs composing the multi-modal travel solution, based on the fastest journey (according to the preferences expressed by the user): Leg 1: user office address – Termini Railways station of Rome, by walking; Leg 2: Termini Railways station of Rome – Fiumicino airport (FCO) of Rome, by Trenitalia “Leonardo express” train; Leg 3: Fiumicino airport (FCO) of Rome – El-prat airport (BCN) of Barcelona, by plane. For leg 3, the EuTravel solution proposes: a business class seat; Leg 4: El-prat airport of Barcelona – Sabadell (user’s hotel address), by regional trains. Return: Leg 1: Sabadell (user’s hotel address) - El-prat airport of EuTravel Journey 8 Barcelona, by regional trains; Planner Leg 2: El-prat airport of Barcelona - Fiumicino airport (FCO) of Rome, by plane; Leg 3: Fiumicino airport (FCO) of Rome – Termini Railways station of Rome, by Trenitalia “Leonardo express” train; Leg 4: Termini Railways station of Rome - user office address, by walking. For each uni-modal leg, the EuTravel Journey Planner shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price. In this case, the price takes into account airline and rail operators prices. The user confirms the selected option by clicking on the 9 User Select button. 10 EuTravel Journey The EuTravel Journey Planner updates the planning page Planner showing the complete itinerary. The EuTravel Journey Planner shows a box that recaps the

59 following itinerary-related information:  Transport modes;  Departure date and time;  Arrival date and time;  Duration;  Overall price. 11 User The user clicks on the proceed button. The EuTravel Journey Planner shows the user the overall travel solution:  Uni-modal legs; EuTravel Journey 12 Planner  Number of passengers;  Overall price (this takes into account prices set-up by transport operators for different passenger categories: elderly, disabled, etc.). The user clicks on the “Book” button to proceed with the 13 User travel solution reservation. The EuTravel Journey Planner shows information on Terms EuTravel Journey and Conditions and Passengers Rights associated to the 14 Planner selected travel solution (as defined by involved transport operator). The EuTravel Journey Planner asks the user to accept the EuTravel Journey 15 Terms and Conditions and Passengers Rights and shows the Planner “Accept” button. The user clicks on the “Accept” button and proceeds to 16 User book the travel solution.

Post-conditions The user can proceed to book the selected travel solution.

5.1.2 A group of university students User group description: Group of university students (aged 20 – 25 years old), that prefer a low cost travel solution, regardless of the time required to cover the itinerary. UC_02_00: University students inserting their profile information in the EuTravel System Use Case specific information

USE CASE ID UC_02_00 University students inserting their profile information in the EuTravel Title System Context and Objectives This Use Case shows how a user can insert information related to his / 60 her specific travel profile in the EuTravel System in order to get customised travel solutions. Services Scope User Profile Creation. Pre-conditions The user has already subscribed to the EuTravel System. Constraints Preferable Browsers: Chrome, Edge, Firefox Optional Browsers: IE10+, Safari Actors User User focus group A Group of university students (aged 20 – 25 years old) Door-to-door routes None (this Use Case is a pre-condition to the multi-modal door-to-door journey planning). Transport modes No transport mode is involved in this use case because it concerns user profile update. Main Success Activity Flow

4 User The user selects the Preference section and indicates his preferences for the following fields in order to get customised travel solutions10:  Preferred transport mode: the user selects the following options: “1. Bus”; “2. Train”.

10 These preferences relate to the order / ranking of travel solutions returned by the EuTravel system. 61  Travel duration ordering: the user leaves it blank;  Distance ordering: the user leaves it blank;  Price ordering: the user selects cheaper solutions first;  Special Assistance: the user leaves it blank;  Journey Carbon footprint: the user leaves it blank; and clicks on the Save button. 5 User The user exists from the EuTravel System.

62 UC_02_01: Group of university students (aged 20 – 25 years old) planning a door-to-door trip from Barcelona suburb to London suburb

USE CASE ID UC_02_01 Group of university students (aged 20 – 25 years old), planning a door- Title to-door trip from Barcelona suburb to London suburb Context and Objectives This use case aims to show how the EuTravel System can return the user an optimal customised travel solution for the itinerary Barcelona suburb – London suburb. Services Scope Journey planning. Pre-conditions The user has already registered to the EuTravel System and has updated his profile related information. Constraints Preferable Browsers: Chrome, Edge, Firefox Optional Browsers: IE10+, Safari Actors User EuTravel Journey Planner Transport Operator GDS User focus group A Group of university students (aged 20 – 25 years old) Door-to-door routes Barcelona suburb – London suburb. Specifically, the user leaves from a hostel in Barcelona suburb and arrives to a friend’s house in London suburb. Transport modes This use case involves user preferred transport modes: 1. Bus; 2. Train.

STEP ACTOR ACTIVITY The user opens the EuTravel System and lands on the 1 User Welcome screen. The user inserts the following trip information:  Point of departure: the EuTravel Journey Planner recognizes the “current user location” as the point of departure; 2 User  Point of destination: the user inserts the friend’s house address;  Date: the user inserts the date of departure;  Adults: the user selects the option “5”;  Direct or return: the user selects the option “direct”.

63 3 User The user clicks on the Plan button. The EuTravel Journey Planner shows the user the planning page, indicating:  Point and date of departure;  Point and date of destination; EuTravel Journey 4  The number of possible travel solutions for the Planner itinerary (these have been already screened, based on user profile and preferences, among all existing travel solutions). The planning page also shows a map that highlights the point of departure and the point of arrival. In the planning page, the user has the possibility to add intermediate stops to the itinerary. 5 User The user does not add any intermediate stop and clicks on the proceed button and display travel solutions. The EuTravel Journey Planner returns the user a list of possible travel solutions for the itinerary. Travel solutions are ranked based on user preferences and parameters. In the case of a group of university students, travel solutions will be ranked according to the following priorities: preferred transport mode; price ordering (cheaper solutions first). For each travel solutions the EuTravel Journey Planner shows the following information:  Overall price; EuTravel Journey 6 Planner  Overall duration (in hours and minutes);  Number and type of different transport modes included in the travel solution. For each travel solution, the EuTravel Journey Planner gives the user the possibility to click on the travel solutions to get more details and for each travel solution shows the “Select” button to allow the user to choose the travel solution. The EuTravel Journey Planner also gives the user the possibility to filter travel solutions by transport mode (plane, train, bus ferry, drive). For instance, if the user selects “plane”, the EuTravel Journey Planner will only display plane-based travel solutions. 7 User The user clicks on the first returned travel solution. 8 EuTravel Journey The EuTravel Journey Planner shows the uni-modal legs Planner composing the multi-modal travel solution, according to the preferences expressed by the user: Leg 1: Hostel address in Sabadell (Barcelona suburb) – Placa

64 Catalonya Metro Station, by FGC train; Leg 2: Placa Catalonya Metro Station - Sants Station of Barcelona, by local public transport (subway provided by TMB); Leg 3: Sants Station of Barcelona - Victoria Coach Station of London, by bus provided by Eurolines; Leg 4: Victoria Coach Station of London – friend’s house in Sutton (London suburb), by train. For each uni-modal leg, the EuTravel Journey Planner shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price. In this case, the price takes into account rail, bus and public transportation operators prices The user confirms the selected option by clicking on the 9 User confirm button. The EuTravel Journey Planner updates the planning page showing the complete itinerary. The EuTravel Journey Planner shows a box that recaps the following itinerary-related information: EuTravel Journey 10  Transport modes; Planner  Departure date and time;  Arrival date and time;  Duration;  Overall price. 11 User The user clicks on the proceed button. The EuTravel Journey Planner shows the user the overall travel solution:  Uni-modal legs; EuTravel Journey 12 Planner  Number of passengers;  Overall price (this takes into account prices set-up by transport operators for different passengers categories: elderly, disabled, etc.). The user clicks on the “Book” button to proceed with the 13 User travel solution reservation. 14 EuTravel Journey The EuTravel Journey Planner shows information on Terms Planner and Conditions and Passengers Rights associated to the selected travel solution (as defined by involved transport

65 operator). The EuTravel Journey Planner asks the user to accept the EuTravel Journey 15 Terms and Conditions and Passengers Rights and shows the Planner “Accept” button. The user clicks on the “Accept” button and proceeds to 16 User book the travel solution.

Possible Alternative Activity Flow Alternative Flow N.1 This alternative flow is aimed to described the journey planning phase with respect to a group of university students that travels from Barcelona suburb to London suburb and inserts the following input parameter (differently from the Main Activity Flow): the user decides to display only travel solutions based on train. This Alternative Flow starts from Step 6 described in the Main Activity Flow

STEP ACTOR ACTIVITY The user decides to display only travel solutions based on 6 User train. Thus he clicks on the train icon. The EuTravel Journey Planner returns the list of train-based travel solutions, ranked according to the user preferences (price, class category). For each travel solutions the EuTravel Journey Planner shows the following information: EuTravel Journey  Overall price; 7 Planner  Overall duration (in hours and minutes); For each travel solution, the EuTravel Journey Planner gives the possibility to the user to click on the travel solutions to get more details and for each travel solution shows the “Select” button to allow the user to choose the travel solution. 8 User The user clicks on the first returned travel solution. The EuTravel Journey Planner shows the uni-modal legs 9 composing the multi-modal travel solution, according to the preferences expressed by the user: EuTravel Journey Leg 1: hostel address in Sabadell (Barcelona suburb) – Placa Planner Catalonya Metro Station, by FGC train; Leg 2: Placa Catalonya Metro Station - Sants Train Station of Barcelona, by train provided by RENFE; Leg 3: Sants Train Station of Barcelona - Waterloo Train Station of London, by train; Leg 4: Waterloo Train Station of London – friend’s house in Sutton (London suburb), by train. For each uni-modal leg, the EuTravel Journey Planner 66 shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price In this case, the price takes into account rail operators transport prices. The user confirms the selected option by clicking on the 10 User Select button.

The activity flow continues from step 10 of the Main Activity Flow, as described above.

5.2 Family of adults and two children User group description: the family is composed by mother, father, a five years old child and a twelve years old kid. The family prefers a comfortable and as much as possible low cost travel solution. UC 03_00: Family inserting their profile information in the EuTravel System Use Case specific information

Title Family inserting their profile information in the EuTravel System Context and Objectives This Use Case shows how a user can insert information related to his / her specific travel profile in the EuTravel System in order to get customised travel solutions. Services Scope User Profile Creation. Pre-conditions The user has already subscribed to the EuTravel System. The assumption is that the user does not own any special Business account, neither is a random web user. Constraints Preferable Browsers: Chrome, Edge, Firefox Optional Browsers: IE10+, Safari Actors User User focus group A family of adults and two children Door-to-door routes None (this Use Case is a pre-condition to the multi-modal door-to-door journey planning). Transport modes No transport mode is involved in this use case because it concerns user

67 profile update. Main Success Activity Flow

STEP ACTOR ACTIVITY The user logs in the EuTravel System. User can log-in through: 1 User  His / her EuTravel credentials11;  A social network account he / she already owns. 2 User The user selects the Account functionality.

3 User  date of birth;  phone number;  alternative phone number;  country;  passport details; and clicks on the Save button12.

4 User The user selects the Preference section and indicates his preferences for the following fields in order to get customised travel solutions13:  Preferred transport mode: the user selects the following options: “1. Plane”, “2. Bus”, “3. Car”.  Travel duration ordering: the user leaves it blank;  Distance ordering: the user leaves it blank;  Price ordering: the user selects cheaper solutions first;

11 A simple personal account is created. In Phase II, a business type will also be set up. For B2B and B2B2C models, a “business type” is required as preferences differ by vendor agreement, TMC and any traveller requirement. The business credential links the retailer and their GDS.

12 An alternative use case (test scenario) could also cover the case where the user that does not fill in the required fields neither selects any specific preferences. The “No info at this time”, “no preferences input” case will be covered by the EuTravel Code of Conduct (CoC) for neutral display screens. The same CoC would apply in the case a user prefers more Flexible than Restrictive ordering of options. 13 These preferences relate to the order / ranking of travel solutions returned by the EuTravel system. 68  Special Assistance: the user leaves it blank;  Journey Carbon footprint: the user leaves it blank; and clicks on the Save button. 5 User The user exists from the EuTravel System.

UC_03_01: Family of adults and two children planning a door-to-door trip from London suburb to Bruges

USE CASE ID UC_03_01 Family of adults and two children planning a door-to-door trip from Title London suburb to Bruges Context and Objectives This use case aims to show how the EuTravel System can return the user an optimal14 customised travel solution for the itinerary London suburb – Bruges. Services Scope Journey planning. Pre-conditions The user has already registered to the EuTravel System and has updated his profile related information. Constraints Preferable Browsers: Chrome, Edge, Firefox Optional Browsers: IE10+, Safari Actors User EuTravel Journey Planner Transport Operator GDS User focus group A family of adults and 2 children Door-to-door routes London suburb – Bruges. Specifically, the user leaves from his home in London suburb and arrives to the grandparents’ home in Bruges. Transport modes This use case involves user preferred transport modes15: 1. Plane; 2. Bus; 3. Car. Main Success Activity Flow

STEP ACTOR ACTIVITY

14 A neutral travel solution instead of the optimal travel solution, will be the output for the “No info at this time”, “no preferences input” scenario discussed above. 15 In the case the preferred modes are not found, the system displays all modes available with a message to the user to notify him/her. 69 The user opens the EuTravel System and lands on the 1 User Welcome screen. The user inserts the following trip information:  Point of departure: the EuTravel Journey Planner recognizes the “current user location” as the point of departure;  Point of destination: the user inserts the 2 User grandparents’ home address;  Date: the user inserts the date of departure;  Adults: the user selects the option “2”;  Children: the user selects the option “2”;  Direct or return: the user selects the option “direct”. 3 User The user clicks on the Plan button. The EuTravel Journey Planner shows the user the planning page, indicating:  Point and date of departure;  Point and date of destination; EuTravel Journey 4  The number of possible travel solutions for the Planner itinerary (these have been already screened, based on user profile and preferences, among all existing travel solutions). The planning page also shows a map that highlights the point of departure and the point of arrival. In the planning page, the user has the possibility to add intermediate stops to the itinerary. 5 User The user does not add any intermediate stop and clicks on the proceed button and display travel solutions. 6 EuTravel Journey The EuTravel Journey Planner returns the user a list of Planner possible travel solutions for the itinerary. Travel solutions are ranked based on user preferences and parameters. In the case of a family of adults and 2 children, travel solutions will be ranked according to the following priorities: comfort level; preferred transport mode; price ordering (first the cheaper solutions). For each travel solutions the EuTravel Journey Planner shows the following information:  Overall price;  Overall duration (in hours and minutes);  Number and type of different transport modes included in the travel solution.

70 For each travel solution, the EuTravel Journey Planner gives the possibility to the user to click on the travel solutions to get more details and for each travel solution shows the “Select” button to allow the user to choose the travel solution. The EuTravel Journey Planner also gives the user the possibility to filter travel solutions by transport mode (plane, train, bus ferry, drive). For instance, if the user selects “plane”, the EuTravel Journey Planner will only display plane-based travel solutions. 7 User The user clicks on the first returned travel solution. The EuTravel Journey Planner shows the uni-modal legs composing the multi-modal travel solution, according to the preferences expressed by the user: Leg 1: home address in Sutton (London suburb) - Heathrow Airport of London, by train; Leg 2: Heathrow Airport of London - Ostenda-Bruges Airport of Bruges, by plane; For leg 2, the EuTravel solution proposes: an economy class seat; Leg 3: Ostenda-Bruges Airport of Bruges – grandparents’ home address in Bruges, by public transportation. For each uni-modal leg, the EuTravel Journey Planner 8 shows: EuTravel Journey  Departure and Arrival Date and Time; Planner  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price. In this case, the price takes into account rail, airline and public transportation operators prices The user confirms the selected option by clicking on the 9 User Select button. 10 EuTravel Journey The EuTravel Journey Planner updates the planning page Planner showing the complete itinerary. The EuTravel Journey Planner shows a box that recaps the following itinerary-related information:  Transport modes;  Departure date and time;  Arrival date and time;  Duration;

71  Overall price. 11 User The user clicks on the proceed button. The EuTravel Journey Planner shows the user the overall travel solution:  Uni-modal legs; EuTravel Journey 12  Planner Number of passengers;  Overall price (this takes into account prices set-up by transport operators for different passengers categories: adults and children16). The user clicks on the “Book” button to proceed with the 13 User travel solution reservation. The EuTravel Journey Planner shows information on Terms EuTravel Journey and Conditions and Passengers Rights associated to the 14 Planner selected travel solution (as defined by involved transport operator). The EuTravel Journey Planner asks the user to accept the EuTravel Journey 15 Terms and Conditions and Passengers Rights and shows the Planner “Accept” button. The user clicks on the “Accept” button and proceeds to 16 User book the travel solution.

Possible Alternative Activity Flow Alternative Flow N.1 This alternative flow is aimed to described the journey planning phase with respect to a family of adults and 2 children that travels from London suburb to Bruges and inserts the following input parameter (differently from the Main Activity Flow): the user decides to display only travel solutions based on bus. This Alternative Flow starts from Step 6 described in the Main Activity Flow

STEP ACTOR ACTIVITY The user decides to display only travel solutions based on 6 User bus. Thus he clicks on the bus icon. 7 EuTravel Journey The EuTravel Journey Planner returns the list of bus-based Planner travel solutions, ranked according to the user preferences (price, class category). For each travel solutions the EuTravel Journey Planner shows the following information:  Overall price;  Overall duration (in hours and minutes); For each travel solution, the EuTravel Journey Planner gives

16 The user is notified about where discount applies (e.g. for children under x years old). 72 the possibility to the user to click on the travel solutions to get more details and for each travel solution shows the “Select” button to allow the user to choose the travel solution. 8 User The user clicks on the first returned travel solution. The EuTravel Journey Planner shows the uni-modal legs composing the multi-modal travel solution, according to the preferences expressed by the user: Leg 1: home address in Sutton (London suburb) - St Pancras Train Station of London, by train; Leg 2: St Pancras Train Station of London - Brux.Midi/Bruss.Zuid Station, by train; Leg 3: Folkestone – Calais, by bus provided by Eurolines; Leg 4: Calais – grandparents’ home address in Bruges, by train. 9 EuTravel Journey For each uni-modal leg, the EuTravel Journey Planner Planner shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price In this case, the price takes into account rail and bus operators transport prices. The user confirms the selected option by clicking on the 9 User Select button. The activity flow continues from step 10 of the Main Activity Flow, as described above.

5.3 Travellers with limited mobility or other special needs

5.3.1 A pregnant mother with small child (e.g. in baby carriage) travelling alone User description: A four months pregnant mother with a two years old child, that travels alone and prefers a comfortable and as much as possible low cost travel solution. Visiting her husband who works in Oslo. UC_04_00: Pregnant mother inserting her profile in the EuTravel system Use Case specific information

73 Title Pregnant mother inserting her profile in the EuTravel system. Context and Objectives This Use Case shows how a user can insert information related to his / her specific travel profile in the EuTravel System in order to get customised travel solutions. Services Scope User Profile Creation. Pre-conditions The user has already subscribed to the EuTravel System.

Constraints Preferable Browsers: Chrome, Edge, Firefox Optional Browsers: IE10+, Safari Actors User User focus group Pregnant mother with a child. She has limited mobility (reduce maximum walking distances, avoid stairs, use escalators) Door-to-door routes None (this Use Case is a pre-condition to the multi-modal door-to-door journey planning). Transport modes No transport mode is involved in this use case because it concerns user profile update.

3 User  date of birth;  phone number;  alternative phone number;  Country;  passport details; and clicks on the Save button.

4 User The user selects the Preference section and indicates his preferences for the following fields in order to get customised travel solution17:  Preferred transport mode: the user selects the following options: “1. Plane”; “2. Train”; “3. Ferry”.  Travel duration ordering: the user leaves it blank;  Distance ordering: the user leaves it blank;  Price ordering: the user leaves it blank (as the most important parameter for her is to travel as much comfortable as possible)18;  Special Assistance: the user selects the option “limited mobility”;  Journey Carbon footprint: the user leaves it blank and clicks on the Save button.

17 These preferences relate to the order / ranking of travel solutions returned by the EuTravel system. 18 When the Pricing order field is left blank, travel solutions are ranked based on the travel duration parameter (from the shortest to the longest one). 75 5 User The user exists from the EuTravel System. Post-conditions The EuTravel Journey Planner stores user profile information and uses them to return customised travel solutions.

UC_04_01: A pregnant mother with a child planning a door-to-door trip from Brussels to Oslo

USE CASE ID UC_04_01 A pregnant mother with a child, planning a door-to-door trip from Title Brussels suburb to Oslo. Context and Objectives This use case aims to show how the EuTravel System can return the user an optimal customised travel solution for the itinerary Brussels suburb – Oslo. Services Scope Journey planning. Pre-conditions The user has already registered to the EuTravel System and has updated her profile related information.

Constraints Preferable Browsers: Chrome, Edge, Firefox Optional Browsers: IE10+, Safari Actors User EuTravel Journey Planner Transport Operator GDS User focus group A pregnant mother with a child Door-to-door routes Brussels suburb – Oslo. Specifically, the user leaves from her home in Brussels suburb and arrives to her husband hotel in Oslo

Transport modes This use case involves user preferred transport modes: 1. Plane; 2. Train; 3. Ferry.

STEP ACTOR ACTIVITY The user opens the EuTravel System and lands on the 1 User Welcome screen. The user inserts the following trip information:  Point of departure: the EuTravel Journey Planner recognizes the “current user location” as the point of departure;  Point of destination: the user inserts the hotel 2 User address in Oslo;  Date: the user inserts the date of departure;  Adults: the user selects the option “1”;  Children: the user selects the option “1”  Direct or return: the user selects the option “direct”. 3 User The user clicks on the Plan button. The EuTravel Journey Planner shows the user the planning page, indicating:  Point and date of departure;  Point and date of destination; EuTravel Journey 4  The number of possible travel solutions for the Planner itinerary (these have been already screened, based on user profile and preferences, among all existing travel solutions). The planning page also shows a map that highlights the point of departure and the point of arrival.

In the planning page, the user has the possibility to add intermediate stops to the itinerary. 5 User The user does not add any intermediate stop and clicks on the proceed button and display travel solutions.

77 The EuTravel Journey Planner returns the user a list of possible travel solutions for the itinerary. Travel solutions are ranked based on user preferences and parameters. In the case of a pregnant woman with a child, travel solutions will be ranked according to the following priorities: availability of special seats, overall trip duration; comfort level. For each travel solutions the EuTravel Journey Planner shows the following information:  Overall price; EuTravel Journey 6  Overall duration (in hours and minutes); Planner  Number and type of different transport modes included in the travel solution. For each travel solution, the EuTravel Journey Planner gives the possibility to the user to click on the travel solutions to get more details and for each travel solution shows the “Select” button to allow the user to choose the travel solution. The EuTravel Journey Planner also gives the user the possibility to filter travel solutions by transport mode (plane, train, bus ferry). For instance, if the user selects “plane”, the EuTravel Journey Planner will only display plane-based travel solutions. 7 User The user clicks on the first returned travel solution.

78 The EuTravel Journey Planner shows the uni-modal legs composing the multi-modal travel solution, based on plane (according to the preferences expressed by the user): Leg 1: User's address in Brussels suburb - Bruxelles-National Airport in Zaventem, by train; Leg 2: Bruxelles-National Airport - Oslo-Gardermoen Airport of Oslo, by plane; For leg 2 the EuTravel solution proposes: a first class seat; services available for children. Leg 3: Oslo-Gardermoen Airport of Oslo – hotel address, by EuTravel Journey public transportation. 8 Planner For each uni-modal leg, the EuTravel Journey Planner shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price. In this specific case, the price takes into account airline operator special tariffs for children (if available). The user confirms the selected option by clicking on the 9 User Select button. The EuTravel Journey Planner updates the planning page showing the complete itinerary. The EuTravel Journey Planner shows a box that recaps the following itinerary-related information: EuTravel Journey 10  Transport modes; Planner  Departure date and time;  Arrival date and time;  Duration;  Overall price. 11 User The user clicks on the proceed button. The EuTravel Journey Planner shows the user the overall travel solution:  Uni-modal legs; EuTravel Journey 12 Planner  Number of passengers;  Overall price (this takes into account prices set-up by transport operators for different passengers categories: adults and children).

79 The user clicks on the “Book” button to proceed with the 13 User travel solution reservation. The EuTravel Journey Planner shows information on Terms EuTravel Journey and Conditions and Passengers Rights associated to the 14 Planner selected travel solution (as defined by involved transport operator). The EuTravel Journey Planner asks the user to accept the EuTravel Journey 15 Terms and Conditions and Passengers Rights and shows the Planner “Accept” button. The user clicks on the “Accept” button and proceeds to 16 User book the travel solution.

Possible Alternative Activity Flow Alternative Flow N.1 This alternative flow is aimed to described the journey planning phase with respect to a pregnant woman with a child that travels from Bruges to Oslo and inserts the following input parameters (differently from the Main Activity Flow): The user decides to display only travel solutions based on train; Carbon footprint: the user selects the option “Medium carbon emission”.

80 This Alternative Flow starts from Step 6 described in the Main Activity Flow.

81 STEP ACTOR ACTIVITY 6 User The user decides to display only travel solutions based on train. Thus he clicks on the train icon.

7 EuTravel Journey The EuTravel Journey Planner returns the list of train-based Planner travel solutions, ranked according to the user preferences (class, comfort level, carbon footprint). For each travel solutions the EuTravel Journey Planner shows the following information:  Overall price;  Overall duration (in hours and minutes); For each travel solution, the EuTravel Journey Planner gives the possibility to the user to click on the travel solutions to get more details and for each travel solution shows the “Select” button to allow the user to choose the travel solution. 8 User The user clicks on the first returned travel solution.

9 EuTravel Journey Planner The EuTravel Journey Planner shows the uni-modal legs composing the multi- modal travel solution, based on train (according to the preferences expressed by the user): Leg 1: User’s address in Brussels suburb – Brussels Train Station, by public transportation; Leg 2: Brussels Train Station - Hannover Train Station, by train; Leg 3: Hannover Train Station in Germany - Helsingborg C Train Station In Sweden, by train; Leg 4: Helsingborg C Train Station in Sweden - Oslo Train Station, by train; Leg 5: Oslo Train Station – hotel address, by public transportation. For leg 2, 3 and 4, the EuTravel solution proposes a first class seat;

For each uni-modal leg, the EuTravel Journey Planner shows:

 Departure and Arrival Date and Time;

 Duration;

 Number of stopovers to be covered to reach the following intermediate destination (if applicable);

 Overall price. In this specific case, the price takes into account rail operator special tariffs for children (if available). The user returns to the list of travel solution to check other 10 User proposed travel solutions. 11 User The user clicks on the second returned travel solution. 12 EuTravel Journey The EuTravel Journey Planner shows the uni-modal legs Planner composing the multi-modal travel solution. Legs are the same as described in the first returned travel solution. However:

82  departure and arrival time differ (for instance, the user may select travel solutions departing early in the morning or late in the afternoon in order to not waste time during the day);  there is a minor difference in the overall price. The user confirms the second selected travel solution by 13 User clicking on the Select button.

The activity flow continues from step 10 of the Main Activity Flow, as described above.

5.3.2 An infirm couple User description: The couple is over sixty-five years old. UC_05_00: Infirm couple inserting his and her profile information in the EuTravel Journey Planner Use Case specific information

USE CASE ID UC_05_00 Infirm couple inserting his and her profile information in the EuTravel Title System. Context and Objectives This Use Case shows how a user can insert information related to his / her specific travel profile in the EuTravel System in order to get customised travel solutions. Services Scope User Profile Creation. Pre-conditions The user has already subscribed to the EuTravel System. Constraints Preferable Browsers: Chrome, Edge, Firefox Optional Browsers: IE10+, Safari Actors Users User focus group An infirm couple Door-to-door routes None (this Use Case is a pre-condition to the multi-modal door-to-door journey planning). Transport modes No transport mode is involved in this use case because it concerns user profile update. Main Success Activity Flow

STEP ACTOR ACTIVITY 1 User The user logs in the EuTravel System. User can log-in through:  His / her EuTravel credentials; 83  A social network account he / she already owns.

2 User The user selects the Account functionality.

4 User The user selects the Preference section and indicates his preferences for the following fields in order to get customised travel solution19:  Preferred transport mode: the user selects the following options: “1. Plane; “2. Bus”; “3. Train”;  Travel duration ordering: the user selects the option “shortest” (thus, the EuTravel Journey Planner will return travel solutions requiring the shortest amount of time);  Distance ordering: the user leaves it blank;  Price ordering: the user leaves it blank (as the most important parameter for him / her is to find the travel solution with the minimum duration)20;  Special Assistance: for all of the passengers, the user selects the option “infirm traveller”;  Journey Carbon footprint: the user selects the option “Medium carbon emission” and clicks on the Save button. 5 User The user exists from the EuTravel System.

19 These preferences relate to the order / ranking of travel solutions returned by the EuTravel system. 20 When the Pricing order field is left blank, travel solutions are ranked based on the travel duration parameter (from the shortest to the longest one). 84 85 UC_05_01: Infirm couple planning a door-to-door trip from London suburb to Bruges

USE CASE ID UC_05_01 Infirm couple planning a door-to-door trip from London suburb to Title Bruges Context and Objectives This use case aims to show how the EuTravel System can return the user an optimal customised travel solution for the itinerary London suburb – Bruges Services Scope Journey planning. Pre-conditions The user has already registered to the EuTravel System and has updated his profile related information. Constraints Preferable Browsers: Chrome, Edge, Firefox Optional Browsers: IE10+, Safari Actors User EuTravel Journey Planner Transport Operator GDS User focus group An Infirm couple over 65 years old Door-to-door routes London suburb – Bruges. Specifically, the user leaves from his home in Sutton (London suburb) and arrives to an hotel in Bruges

Transport modes This use case involves user preferred transport modes: 1. Plane; 2. Bus; 3.Train.

STEP ACTOR ACTIVITY The user opens the EuTravel System and lands on the 1 User Welcome screen. 2 User The user inserts the following trip information:  Point of departure: the EuTravel Journey Planner recognizes the “current user location” as the point of departure;  Point of destination: the user inserts the hotel address in Bruges;  Date: the user inserts the date of departure;  Adults: the user selects the option “2”;

86  Direct or return: the user selects the option “return”. 3 User The user clicks on the Plan button. The EuTravel Journey Planner shows the user the planning page, indicating:  Point and date of departure;  Point and date of destination; EuTravel Journey 4  The number of possible travel solutions for the Planner itinerary (these have been already screened, based on user profile and preferences, among all existing travel solutions). The planning page also shows a map that highlights the point of departure and the point of arrival. In the planning page, the user has the possibility to add intermediate stops to the itinerary. 5 User The user does not add any intermediate stop and clicks on the proceed button and display travel solutions. The EuTravel Journey Planner returns the user a list of possible travel solutions for the itinerary. Travel solutions are ranked based on user preferences and parameters. In the case of an infirm couple, travel solutions will be ranked according to the following priorities: availability of access for disabled people; availability of special seats, overall trip duration; comfort level. For each travel solutions the EuTravel Journey Planner shows the following information:  Overall price; EuTravel Journey 6  Overall duration (in hours and minutes); Planner  Number and type of different transport modes included in the travel solution. For each travel solution, the EuTravel Journey Planner gives the possibility to the user to click on the travel solutions to get more details and for each travel solution shows the “Select” button to allow the user to choose the travel solution. The EuTravel Journey Planner also gives the user the possibility to filter travel solutions by transport mode (plane, train, bus ferry). For instance, if the user selects “plane”, the EuTravel Journey Planner will only display plane-based travel solutions. 7 User The user clicks on the first returned travel solution. 8 EuTravel Journey The EuTravel Journey Planner shows the uni-modal legs

87 composing the multi-modal travel solution, based on plane (according to the preferences expressed by the user): Leg 1: User address – Heathrow Airport of London, by private car; Leg 2: Heathrow Airport of London - Ostenda-Bruges Airport of Bruges, by plane; For leg 2, the EuTravel solution proposes a first class seat; Leg 3: Ostenda-Bruges Airport of Bruges – hotel address, by public transportation. Return: Leg 1: hotel address - Ostenda-Bruges Airport of Bruges, by public transportation. Leg 2: Ostenda-Bruges Airport of Bruges - Heathrow Airport Planner of London, by plane; Leg 3: Heathrow Airport of London - User address, by private car; For each uni-modal leg, the EuTravel Journey Planner shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price. In this specific case, the price takes into account airline operator special tariffs for elderly / infirm people (if available). The user confirms the selected option by clicking on the 9 User Select button. 10 EuTravel Journey The EuTravel Journey Planner updates the planning page Planner showing the complete itinerary. The EuTravel Journey Planner shows a box that recaps the following itinerary-related information:  Transport modes;  Departure date and time;  Arrival date and time;  Duration;  Overall price. 11 User The user clicks on the proceed button. 12 EuTravel Journey The EuTravel Journey Planner shows the user the overall Planner travel solution:  Uni-modal legs;

88  Number of passengers;  Overall price (this takes into account prices set-up by transport operators for different passengers categories: elderly, infirm, disabled, etc.). The user clicks on the “Book” button to proceed with the 13 User travel solution reservation. The EuTravel Journey Planner shows information on Terms EuTravel Journey and Conditions and Passengers Rights associated to the 14 Planner selected travel solution (as defined by involved transport operator). The EuTravel Journey Planner asks the user to accept the EuTravel Journey 15 Terms and Conditions and Passengers Rights and shows the Planner “Accept” button. The user clicks on the “Accept” button and proceeds to 16 User book the travel solution.

Possible Alternative Activity Flow Alternative Flow N.1 This alternative flow is aimed to described the journey planning phase with respect to an infirm couple over sixty-five years old that travels from London suburb to Bruges and inserts the following input parameters (differently from the Main Activity Flow): The user decides to display only travel solutions based on bus; Price ordering: cheaper solutions first; Travel duration: the user leaves it blank; Class: the user selects “economy class”. This Alternative Flow starts from Step 6 described in the Main Activity Flow.

STEP ACTOR ACTIVITY The user decides to display only travel solutions based on 6 User bus. Thus he clicks on the bus icon. 7 EuTravel Journey The EuTravel Journey Planner returns the list of bus-based Planner travel solutions, ranked according to the user preferences (price, class category). For each travel solutions the EuTravel Journey Planner shows the following information:  Overall price;  Overall duration (in hours and minutes); For each travel solution, the EuTravel Journey Planner gives the possibility to the user to click on the travel solutions to get more details and for each travel solution shows the “Select” button to allow the user to choose the travel

89 solution. 8 User The user clicks on the first returned travel solution. The EuTravel Journey Planner shows the uni-modal legs composing the multi-modal travel solution, based on bus (according to the preferences expressed by the user): Leg 1: user address in Sutton (London suburb) – St Pancras Train Station of London, by private car; Leg 2: St Pancras Train Station of London - Brux.Midi/Bruss.Zuid Station, by train; Leg 3: Folkestone – Calais, by bus provided by Eurolines; For leg 2 and 3, the EuTravel solution proposes: an economy class seat; services available for infirm people. Leg 4: Calais – hotel address in Bruges, by train. Return: Leg 1: hotel address in Bruges - Calais, by train. EuTravel Journey 9 Leg 2: Calais - Folkestone, by bus provided by Eurolines; Planner Leg 3: Brux.Midi/Bruss.Zuid Station - St Pancras Train Station of London, by train; Leg 4: St Pancras Train Station of London - user address in Sutton (London suburb), by private car; For each uni-modal leg, the EuTravel Journey Planner shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price In this case, the price takes into account special/reduced rail and bus fees for infirm persons. 10 User The user returns to the list of travel solution to check other proposed travel solutions. 11 User The user clicks on the second returned travel solution. The EuTravel Journey Planner shows the uni-modal legs composing the multi-modal travel solution. Legs are the same as described in the first returned travel solution. However: EuTravel Journey 12  Planner departure and arrival time differ (for instance, the user may select travel solutions departing early in the morning or late in the afternoon in order to not waste time during the day);  there is a minor difference in the overall price. 13 User The user confirms the second selected travel solution by 90 clicking on the Select button. The activity flow continues from step 10 of the Main Activity Flow, as described above.

91 5.3.3 A wheelchair-bound person with carer User description: the wheelchair bound person is over 65 years old; the carer is thirty years old.

UC_06_00: Wheelchair-bound person inserting his / her profile information in the EuTravel Journey Planner Use Case specific information

USE CASE ID UC_06_00 Wheelchair-bound person inserting his / her profile information in the Title EuTravel System. Context and Objectives This Use Case shows how a user can insert information related to his / her specific travel profile in the EuTravel System in order to get customised travel solutions. Services Scope User Profile Creation. Pre-conditions The user has already subscribed to the EuTravel System. Constraints Preferable Browsers: Chrome, Edge, Firefox Optional Browsers: IE10+, Safari

Actors User User focus group A wheelchair-bound person with carer. Limited mobility (need to reduce maximum walking distances in selected travel solutions) Door-to-door routes None (this Use Case is a pre-condition to the multi-modal door-to-door journey planning). Transport modes No transport mode is involved in this use case because it concerns user profile update.

3 User The user selects the Personal Info section and inserts the following information:  full name;

92  gender;  address, zip code and City;  date of birth;  phone number;  alternative phone number;  Country;  passport details; and clicks on the Save button.

4 User The user selects the Preference section and indicates his preferences for the following fields in order to get customised travel solutions21:  Preferred transport mode: the user selects the following options: “1. Ferry”; “2. Plane”; “3. Car”.  Travel duration ordering: the user selects the option “shortest” (thus, the EuTravel Journey Planner will return travel solutions requiring the shortest amount of time);  Distance ordering: the user leaves it blank;  Price ordering: the user leaves it blank (as the most important parameter for him / her is to find the travel solution more suitable for his “physical conditions and special needs)22;  Special Assistance: the user selects the option “wheelchair traveller”;  Journey Carbon footprint: the user enables the option, so the EuTravel Journey Planner will return solutions with Low carbon footprint; and clicks on the Save button. 5 User The user exists from the EuTravel System.

UC_06_01: Wheelchair-bound person planning a door-to-door trip from Rome to Barcelona suburb

21 These preferences relate to the order / ranking of travel solutions returned by the EuTravel system. 22 When the Pricing order field is left blank, travel solutions are ranked based on the travel duration parameter (from the shortest to the longest one). 93 USE CASE ID UC_06_01

94 Wheelchair-bound person planning a door-to-door trip from Rome to Title Barcelona suburb. Context and Objectives This use case aims to show how the EuTravel System can return the user an optimal customised travel solution for the itinerary Rome – Barcelona suburb. Services Scope Journey planning. Pre-conditions The user has already registered to the EuTravel System and has updated his profile related information. Constraints Preferable Browsers: Chrome, Edge, Firefox Optional Browsers: IE10+, Safari Actors User EuTravel Journey Planner Transport Operator GDS User focus group A wheelchair-bound person with carer. Door-to-door routes Rome – Barcelona suburb. Specifically, the user leaves from his home in Rome and arrives to a friend house in Sabadell (Barcelona suburb)

Transport modes This use case involves user preferred transport modes: 1. Ferry; 2. Plane; 3. Car.

Main Activity Flow

STEP ACTOR ACTIVITY The user opens the EuTravel System and lands on the 1 User Welcome screen. The user inserts the following trip information:  Point of departure: the EuTravel Journey Planner recognizes the “current user location” as the point of departure;  Point of destination: the user inserts his friend 2 User address in Sabadell (Barcelona suburb);  Departure Date: the user inserts the date of departure;  Adults: the user selects the option “2”;  Direct or return: the user selects the option “direct”. 3 User The user clicks on the Plan button.

95 The EuTravel Journey Planner shows the user the planning page, indicating:  Point and date of departure;  Point and date of destination; EuTravel Journey 4  The number of possible travel solutions for the Planner itinerary (these have been already screened, based on user profile and preferences, among all existing travel solutions). The planning page also shows a map that highlights the point of departure and the point of arrival. In the planning page, the user has the possibility to add intermediate stops to the itinerary. 5 User The user does not add any intermediate stop and clicks on the proceed button and display travel solutions. 6 EuTravel Journey The EuTravel Journey Planner returns the user a list of Planner possible travel solutions for the itinerary. Travel solutions are ranked based on user preferences and parameters. In the case of a wheelchair-bound person with carer, travel solutions will be ranked according to the following priority: availability of access for disabled people. For each travel solutions the EuTravel Journey Planner shows the following information:  Overall price;  Overall duration (in hours and minutes);  Number and type of different transport modes included in the travel solution. For each travel solution, the EuTravel Journey Planner gives the possibility to the user to click on the travel solutions to get more details and for each travel solution shows the “Select” button to allow the user to choose the travel solution. The EuTravel Journey Planner also gives the user the possibility to filter travel solutions by transport mode (plane, train, bus ferry). For instance, if the user selects “plane”, the EuTravel Journey Planner will only display plane-based travel solutions. 7 User The user clicks on the first returned travel solution. 8 EuTravel Journey The EuTravel Journey Planner shows the uni-modal legs Planner composing the multi-modal travel solution, based on ferry (according to the preferences expressed by the user): Leg 1: User address – Civitavecchia port of Rome, by private car; Leg 2: Civitavecchia Port of Rome - Port of Barcelona, by 96 Grimaldi ferry. For leg 2, several “first class” cabin accommodation options for 2 passengers are proposed to the user (based on his / her request to travel in “first class”). Leg 3: Port of Barcelona – friend’s house address in Sabadell (Barcelona suburb), by private car. For each uni-modal leg, the EuTravel Journey Planner shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price. In this specific case, the price takes into account ferry operator special tariffs for elderly / disabled people (if available) and also includes: cabin accommodation fee; car fee. The user confirms the selected option by clicking on the 9 User Select button. The EuTravel Journey Planner updates the planning page showing the complete itinerary. The EuTravel Journey Planner shows a box that recaps the following itinerary-related information: EuTravel Journey 10  Transport modes; Planner  Departure date and time;  Arrival date and time;  Duration;  Overall price. 11 User The user clicks on the proceed button. The EuTravel Journey Planner shows the user the overall travel solution:  Uni-modal legs; EuTravel Journey 12 Planner  Number of passengers;  Overall price (this takes into account prices set-up by transport operators for different passengers categories: elderly, disabled, etc.). The user clicks on the “Book” button to proceed with the 13 User travel solution reservation. 14 EuTravel Journey The EuTravel Journey Planner shows information on Terms Planner and Conditions and Passengers Rights associated to the selected travel solution (as defined by involved transport

97 operator). The EuTravel Journey Planner asks the user to accept the EuTravel Journey 15 Terms and Conditions and Passengers Rights and shows the Planner “Accept” button. The user clicks on the “Accept” button and proceeds to 16 User book the travel solution. Possible Alternative Activity Flow Alternative Flow N.1 This alternative flow is aimed to described the journey planning phase with respect to a wheelchair-bound person with carer that travels from Rome to Barcelona suburb and inserts the following input parameters (differently from the Main Activity Flow): Price ordering: cheaper solutions first; The user decides to display only travel solutions based on plane; Class: economy. This Alternative Flow starts from Step 6 described in the Main Activity Flow.

STEP ACTOR ACTIVITY The user decides to display only travel solutions based on 6 User plane. Thus he clicks on the plane icon. The EuTravel Journey Planner returns the list of plane-based travel solutions, ranked according to the user preferences (price, duration, class category). For each travel solutions the EuTravel Journey Planner shows the following information: EuTravel Journey  Overall price; 7 Planner  Overall duration (in hours and minutes); For each travel solution, the EuTravel Journey Planner gives the possibility to the user to click on the travel solutions to get more details and for each travel solution shows the “Select” button to allow the user to choose the travel solution. 8 User The user clicks on the first returned travel solution. 9 EuTravel Journey The EuTravel Journey Planner shows the uni-modal legs Planner composing the multi-modal travel solution: Leg 1: user address – Fiumicino airport of Rome, by Trenitalia regional train; Leg 2: Fiumicino airport of Rome – El-prat airport of Barcelona, by plane. For leg 2, the EuTravel Journey planner proposes: an economy class seat; services available for disabled people. Leg 3: El-prat airport of Barcelona – Placa Catalonya, by train operated by RENFE; 98 Leg 4: Placa Catalonya – friend’s house address in Sabadell (Barcelona suburb), by train provided by FGC. For each uni-modal leg, the EuTravel Journey Planner shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price. In this specific case, the price takes into account rail and plane operator special tariffs for elderly / disabled people (if available). The user returns to the list of travel solution to check other 10 User proposed travel solutions. 11 User The user clicks on the second returned travel solution. The EuTravel Journey Planner shows the uni-modal legs composing the multi-modal travel solution. Legs are the same as described in the first returned travel solution. However: EuTravel Journey 12  Planner departure and arrival time differ (for instance, the user may select travel solutions departing early in the morning or late in the afternoon in order to not waste time during the day);  there is a minor difference in the overall price. The user confirms the second selected travel solution by 13 User clicking on the Select button. The activity flow continues from step 10 of the Main Activity Flow, as described above.

99 6 Service Provider’s Perspective: TO – BE Use cases – Scenarios

This Section provides Service Provider’s perspective Use Cases, aimed to show how the EuTravel system interacts with the systems (e.g. API) of transport operators and or GDS in order to: request and gather necessary transport services data to plan a multi-modal travel itinerary requested by the user; question the transport operators / GDSs systems to perform booking and payment transactions, in order to allow the user to reserve and purchase his / her preferred travel solution. Use Cases description is preceded by diagrams depicting the EuTravel system (components) – – Service Providers’ Systems interaction.

6.1 Introduction – EuTravel Solution Components’ Interactions The following diagrams present the data flow between the different components of the EuTravel Solution, including the interaction with existing Data Provider’s systems. The traveller (user) interacts only with the front-end EuTravel Journey Planner (User Interface), in order to insert his/her journey preferences. A detailed description of how the EuTravel Journey Planner (User Interface) interacts with the API of APIs is provided in Deliverable 2.3 “One-stop, cross-device multilingual interface” – Section 4.1.2. The API of APIs functions as the orchestrator of the user requests, utilising the static data cache layer, the Optimiser (that returns the optimal itinerary based on specific preferences), and the Operators’ or GDS’s APIs. Figure 6-1 presents the interactions when the user is planning his/her journey and inserts the origin, the destination and the journey preferences. Figure 6 4 presents the data flow between the EuTravel Planner with the API of APIs when the user selects a given plan (itinerary) and Figure 6 5 presents in more detail the data flow between all the subsystems for each leg of the itinerary. The last figures Figure 6 6 and Figure 6 7 present the data flow for the pricing and booking processes.

100 Figure 63: Travel Planning - Shopping Figure 64: Get Solutions Details

Figure 65: Get Leg Details Figure 66: Pricing Figure 67: Booking 6.2 Rail transport operator Use Case UC_07_00 EuTravel system responding to a user request for a Rome – Barcelona travel solution, focusing on the rail based leg of the itinerary The following Use Case describes the process of request, availability discovery and selection of rail transport services (operated by Trenitalia) in order to provide a specific user category (a wheelchair bound person with carer) with a suitable customised solution for a leg of the whole multi-modal journey, meeting user requirements on date and price. Use case specific information

USE CASE ID UC_07_00 EuTravel system responding to a user request for a Rome – Barcelona Title travel solution, focusing on the rail based leg of the itinerary (served by Trenitalia). This use case describes the discovery and selection of rail transport Context and Objectives services for a specific user category (a wheelchair bound person with carer). Journey planning, services availability request / confirmation and Services Scope booking to find and book rail transport services. The user has already registered to the EuTravel System and has updated Pre-conditions his profile related information. Constraints None User EuTravel System (including different, specific architecture components: API of APIs, Travel Planner Service, Optimiser, Data and Service Actors Providers systems) Rail Services operator (Trenitalia) Third party services (payment, ticketing) User focus group A wheelchair-bound person with carer. Door-to-door routes Rome – Barcelona suburb. This use case focuses on rail transport mode, as part of a multi-modal Transport modes travel solution (involving also other transport modes, e.g. ferry, plane). Main Success Activity Flow

STEP ACTOR ACTIVITY The user inserts a search request for a door-to-door travel solution from Rome to Barcelona suburb on a given date. 1 User The user also inserts his preferences concerning transport modes, travel duration, price ordering, special needs and

CO2 footprint. The EuTravel system submits a “Get journey request” for EuTravel System rail services to the Online Travel Data Resources 2 (Travel Planner & API component, specifying the departure location in Rome, the of APIs) arrival location in Barcelona suburb as well as the departure / arrival dates. The API of APIs (that stores all information related to EuTravel transport operators’ timetables) sends a successful “Get Journey response” for rail services operated by EuTravel System Trenitalia, allowing to cover a single uni-modal leg of the 3 (API of APIs, Travel multi-modal travel solution returned to the user. Planner) For each rail based leg, the Travel Planner provides to the user information on departure / arrival time and location, price, duration, available services for disabled people. The EuTravel System combines the rail based solutions with EuTravel System information related to other transport modes included in 4 (API of APIs, the Rome – Barcelona suburb travel itinerary, thus creating Optimiser) multi-modal travel solutions. EuTravel System The EuTravel System presents the user possible multi-modal 5 (Travel planner) travel solutions for the requested itinerary. The user selects the preferred multi-modal travel solution, 6 User including a rail based leg, and submits a booking request. The API of APIs sends a “Get Availability Request” for rail services to Trenitalia system for the required rail based leg. EuTravel System 7 [The same operation is carried out for all transport modes (API of APIs) involved in the multi-modal travel solution – the EuTravel system sends “Get Availability request” to transport operators’ systems or GDS]

8 Trenitalia system sends a successful “Get Availability Trenitalia system Response” to the API of APIs, including available tariff price(s) and bookable ancillary services. 9 EuTravel System The API of APIs gathers response obtained from different (API of APIs) transport operators / GDS systems, returns a positive response and asks the user to proceed with payment. 10 User The user confirms he wants to proceed with payment, inserts his credit card details and submits a single payment request for all transport modes composing the selected multi-modal travel solution (including Trenitalia rail transport services). 11 EuTravel System The EuTravel System processes the user payment request, (Third Party mapping it to different payment systems of different transport operators / GDS involved in the travel solution. Services) The same operation is carried out for ticketing. 12 Trenitalia system Trenitalia system sends a payment authorisation to the EuTravel System. 13 EuTravel System The EuTravel system finalises the payment transaction and (Third Party issues the ticket for the multi-modal travel solution selected by the user. Services) 14 EuTravel System The EuTravel System confirms the user the successful (Online Travel finalisation of payment process and provides the ticket associated to the travel solution. Service Orchestrator)

6.3 Ferry GDS Provider Use Cases In the following use cases an Online Travel Agent offers services using the EuTravel System (operated by the Travel Intermediary). The users interact with the Travel Planner. The API of APIs handles the back end interactions. The Ferry GDS System used is Seatravel (operated by Pharos Datacom).

6.3.1 UC_08_00 Group of Students

Context and Objectives This use case describes the discovery and selection of Ferry services in order to present a cost-conscious and time-rich group of students with a suitable solution for a leg of their journey which meets their requirements on date, price and duration.

Services Scope This use case describes the use of search, availability and booking functions to find and book Ferry transport services meeting a combination of date, accommodation and price requirements.

Pre-conditions None.

Constraints None identified. Actors User, Online Travel Agent, Travel Intermediary, Ferry Operator, Payment Authority.

User Focus Groups  A group of students (urban and suburban able adult travellers)

Door-to-Door Routes London suburb – Bruges.

Transport Modes Ferry services. Main Success Activity Flow

STEP ACTOR ACTIVITY 1 User Populate an online search request for a trip from London to Bruges on a given date. 2 Online Travel Agent Submit a Seatravel Get Journeys request specifying a departure location of London on a given date and an arrival location of Bruges. 3 Travel Intermediary Send a successful Seatravel Get Journeys response containing details of all departures for the given date on routes Dover-Calais, Dover-Dunkerque, Harwich-Hook of Holland, Hull-Rotterdam and Hull-Zeebrugge together with check-in time, crossing duration etc. 4 Online Travel Agent Present potential journey suggestions for selection.

5 User Select a Dover - Calais departure time from P&O Ferries.

6 Online Travel Agent Submit a Seatravel Get Availability Request to P&O Ferries for the required sailing. 7 Ferry Operator Send a successful Seatravel Get Availability Response to the Online Travel Agent showing the available tariff price(s) and bookable ancillary products. 8 Online Travel Agent Present the available options for the requested journey. 9 User Select preferred option(s) and populate a booking request including payment details. 10 Online Travel Agent Submit a payment request to the Payment System. 11 Payment System Send a payment authorisation to the Online Travel Agent. 12 Online Travel Agent Submit a Seatravel Booking Create Request to the Ferry Operator system. 13 Ferry Operator Send a successful Booking Create Response to the Online Travel Agent. 14 Online Travel Agent Add the Ferry leg to the Students’ itinerary; display the itinerary to the Student for completion or follow-on enquiries. Possible Alternative Activity Flow

STEP ACTOR ACTIVITY

1-4 As Above. As above. Select a Harwich - Hook of Holland departure time from 5 User Stena Line. Submit a Seatravel Get Availability Request to Stena Line for 6 Online Travel Agent the required sailing. Send a successful Seatravel Get Availability Response to the 7 Ferry Operator Online Travel Agent showing the available tariff price(s) and bookable ancillary products. 8 Online Travel Agent Present the available options for the requested journey. 9 User The price is too high – return to select a different route.

Post-conditions None identified

Addressed Requirements Find and book a Ferry leg as part of a group of students’ itinerary from a London suburb to Bruges. 6.3.2 UC_09_00 Family of adults and 2 children

Context and Objectives This use case describes the discovery and selection of Ferry services in order to present a family of adults and 2 children with a suitable solution for a leg of their journey which meets their requirements on date, price and duration.

Constraints None identified.

Actors User, Online Travel Agent, Travel Intermediary, Ferry Operator, Payment Authority.

User Focus Groups  Family of adults and 2 children. Door-to-Door Routes Rome to a Barcelona suburb.

STEP ACTOR ACTIVITY 1 User Populate an online search request for a trip from Rome to Barcelona on a given date for two adults and two children. 2 Online Travel Agent Submit a Seatravel GetJourneys request specifying a departure location of Rome on a given date and an arrival location of Barcelona. 3 Travel Intermediary Send a successful Seatravel GetJourneys response containing details of the Grimaldi Lines departures for the given date on route Civitavecchia-Barcelona together with check-in time, crossing duration etc. 4 Online Travel Agent Present the journey suggestions for selection.

5 User Select a Civitavecchia-Barcelona departure.

6 Online Travel Agent Submit a Seatravel Get Availability Request to Grimaldi Lines for the required sailing. 7 Ferry Operator Send a successful Seatravel Get Availability Response to the Online Travel Agent showing the available accommodation possibilities with prices. 8 Online Travel Agent Present the available options for the requested journey. 9 User Select a four-berth cabin and populate a booking request including payment details. 10 Online Travel Agent Submit a payment request to the Payment System. 11 Payment System Send a payment authorisation to the Online Travel Agent. 12 Online Travel Agent Submit a Seatravel Booking Create Request to the Grimaldi Lines system. 13 Ferry Operator Send a successful Booking Create Response to the Online Travel Agent. 14 Online Travel Agent Add the Ferry leg to the family’s itinerary; display the itinerary to the User for completion or follow-on enquiries. Possible Alternative Activity Flow

STEP ACTOR ACTIVITY

1-2 As Above. As above. Send a Seatravel GetJourneys response with a warning that there are no departures for the given date and giving 3 Travel Intermediary departures for alternative dates together with check-in time, crossing duration etc.

4 Online Travel Agent Present the alternative journey suggestions for selection.

5 User Select an alternative departure date.

6-14 As above As Above

Addressed Requirements Find and book a Ferry leg as part of a family’s itinerary from Rome to a Barcelona suburb. 6.3.3 UC_10_00 Wheelchair-bound person

Context and Objectives This use case describes the discovery and selection of Ferry services in order to present a wheelchair-bound person with a career with a suitable solution for a leg of his journey which meets his requirements on date, price and duration.

User Focus Groups  A wheelchair-bound person with carer. Door-to-Door Routes Brussels-Oslo.

STEP ACTOR ACTIVITY 1 User Populate an online search request for a trip from Brussels to Oslo on a given date. 2 Online Travel Agent Submit a Seatravel Get Journeys request specifying a departure location of Brussels on a given date and an arrival location of Oslo. 3 Travel Intermediary Send a successful Seatravel Get Journeys response containing details of all departures for the given date on routes Kiel-Gothenburg together with check-in time, crossing duration etc. 4 Online Travel Agent Present potential journey suggestions for selection.

5 User Select a departure time from Stena Lines.

6 Online Travel Agent Submit a Seatravel Get Availability Request to Stena Line for the required sailing including a preference for a wheelchair accessible cabin. 7 Ferry Operator Send a successful Seatravel Get Availability Response to the Online Travel Agent showing the available tariff price(s) and bookable ancillary products. 8 Online Travel Agent Present the available options for the requested journey. 9 User Select a 4-berth wheelchair-accessible cabin and populate a booking request including payment details. 10 Online Travel Agent Submit a payment request to the Payment System. 11 Payment System Send a payment authorisation to the Online Travel Agent. 12 Online Travel Agent Submit a Seatravel Booking Create Request to the Ferry Operator system. 13 Ferry Operator Send a successful Booking Create Response to the Online Travel Agent. 14 Online Travel Agent Add the Ferry leg to the wheelchair-bound person’s itinerary; display the itinerary to the User for completion or follow-on enquiries. Possible Alternative Activity Flow

STEP ACTOR ACTIVITY

1-6 As Above. As above. Send a Seatravel Get Availability Response to the Online Travel Agent with a warning that there are no wheelchair 7 Ferry Operator accessible cabins available on the departure selected. The response will offer alternative departure(s) with appropriate availability. 8 Online Travel Agent Resume at step 4 above.

Post-conditions None identified.

Addressed Requirements Find and book a Ferry leg as part of a wheelchair user’s itinerary from a Brussels to Oslo. 6.3.4 UC_11_00 A pregnant mother with a young child travelling alone Context and Objectives This use case describes the discovery and selection of Ferry services in order to present a pregnant mother with a young child with a suitable solution for a leg of her journey which meets her requirements on date, price and duration.

User Focus Groups

 A single pregnant mother with a young child in baby carriage. Door-to-Door Routes London suburb – Bruges.

STEP ACTOR ACTIVITY 1 User Populate an online search request for a trip from London to Bruges on a given date. 2 Online Travel Agent Submit a Seatravel Get Journeys request specifying a departure location of London on a given date and an arrival location of Bruges. 3 Travel Intermediary Send a successful Seatravel Get Journeys response containing details of all departures for the given date on routes Dover-Calais, Dover-Dunkerque and Harwich-Hook of Holland together with check-in time, crossing duration etc. 4 Online Travel Agent Present potential journey suggestions for selection.

5 User Select a Dover - Calais departure time from P&O Ferries.

6 Online Travel Agent Submit a Seatravel Get Availability Request to P&O Ferries for the required sailing. 7 Ferry Operator Send a successful Seatravel Get Availability Response to the Online Travel Agent showing the available tariff price(s) and bookable ancillary products. 8 Online Travel Agent Present the available options for the requested journey. 9 User Select preferred option(s) and populate a booking request including payment details. 10 Online Travel Agent Submit a payment request to the Payment System. 11 Payment System Send a payment authorisation to the Online Travel Agent. 12 Online Travel Agent Submit a Seatravel Booking Create Request to the Ferry Operator system. 13 Ferry Operator Send a successful Booking Create Response to the Online Travel Agent. 14 Online Travel Agent Add the Ferry leg to the User’s itinerary; display the itinerary to the User for completion or follow-on enquiries. Possible Alternative Activity Flow

STEP ACTOR ACTIVITY

1-4 As Above. As above. Select a Dover-Dunkerque departure time from DFDS 5 User Seaways. Submit a Seatravel Get Availability Request to Stena Line for 6 Online Travel Agent the required sailing. Send a unsuccessful Seatravel Get Availability Response to 7 Ferry Operator the Online Travel Agent with the reason Foot passengers not allowed on this crossing and showing alternative routes. 8 Online Travel Agent Present the available options for the requested journey. 9 User Return to Step 5 above.

Addressed Requirements Find and book a Ferry leg as part of the itinerary of a single pregnant mother with a young child from a London suburb to Bruges. 6.3.5 UC_12_00 Pensioner Couple

Context and Objectives This use case describes the discovery and selection of Ferry services in order to present a pensioner couple with a suitable solution for a leg of his journey which meets his requirements on date, price and duration.

User Focus Groups  A pensioner couple (An infirm couple?). Door-to-Door Routes Rome – Barcelona suburb.

STEP ACTOR ACTIVITY 1 User Populate an online search request for a trip from Rome to Barcelona on a given date for a pensioner couple. 2 Online Travel Agent Submit a Seatravel GetJourneys request specifying a departure location of Rome on a given date and an arrival location of Barcelona. 3 Travel Intermediary Send a successful Seatravel GetJourneys response containing details of the Grimaldi Lines departures for the given date on route Civitavecchia-Barcelona together with check-in time, crossing duration etc. 4 Online Travel Agent Present the journey suggestions for selection.

5 User Select a Civitavecchia-Barcelona departure.

6 Online Travel Agent Submit a Seatravel Get Availability Request to Grimaldi Lines for the required sailing. 7 Ferry Operator Send a successful Seatravel Get Availability Response to the Online Travel Agent showing the available accommodation possibilities with prices. 8 Online Travel Agent Present the available options for the requested journey. 9 User Select a three-berth inside cabin suitable for disabled and populate a booking request including payment details claiming a Trenitalia discount. 10 Online Travel Agent Submit a payment request to the Payment System. 11 Payment System Send a payment authorisation to the Online Travel Agent. 12 Online Travel Agent Submit a Seatravel Booking Create Request to the Grimaldi Lines system. 13 Ferry Operator Send a successful Booking Create Response to the Online Travel Agent. 14 Online Travel Agent Add the Ferry leg to the couple’s itinerary; display the itinerary to the User for completion or follow-on enquiries. Possible Alternative Activity Flow

STEP ACTOR ACTIVITY

1-2 As Above. As above. Send an unsuccessful Seatravel GetJourneys response as 3 Travel Intermediary there is no departure on the requested date 4 Online Travel Agent Return to Step 2 above for a different departure date.

Addressed Requirements Find and book a Ferry leg as part of a pensioner couple’s itinerary from Rome to a Barcelona suburb. 7 Mechanism for KPI performance measurement - Living Lab Monitoring Dashboard

7.1 Introduction The KPIs should be defined as a range of indicators that measure EuTravel system results, with reference to key issues such as achieving a certain market share, to achieve a certain standard of quality, the efficiency performance, the service level. From a practical standpoint, measurement is a process whereby the results of key activities are measured using different types of information. They should provide feedback to assist in improving performance and to key stakeholders to attest as to whether the EuTravel’s platform is delivering on its commitments. There are certain characteristics that a good performance measurement system should embody: Strategic: support EuTravel’s strategy, its communication and implementation; Holistic: to measure performance from a financial, non-financial, quantitative and qualitative perspective; Relevant: attuned to the needs of decision makers and their activities; Timely: to report that is produced at sufficient regularity to properly support decision- making; Accurate: attention to the accuracy of data and calculation of measures is important for trust in the information; Consistent: concepts and definitions need to be consistent to ensure comparability and understandability. Measurement using KPIs is a process that requires substantial planning and effort to achieve a successful outcome. All these characteristics applied to EuTravel KPIs use will help to improve the quality of management decision making, identify whether the organisational strategy and milestones are on track, communicate and align strategy to ensure that all the key parts of the project are working to achieve the same strategic goals. 7.2 Living Labs Monitoring Dashboard - KPIs Monitored by Google Analytics The EuTravel Living Lab creates a test environment for evaluation of the KPI metrics as outlined earlier in Chapter Measurement Strategy and KPIs. Special attention will be given to prepare the Living Lab for running and gather the actual results and preparing the mechanism for KPI performance measurement. Therefore, Living Labs Monitoring process, has been divided into four main sections. The first section consists of the KPIs that will be monitored by available Google Analytics services that offer the ability to track and report website traffic. The second section is comprised of the KPI metrics that cannot been monitored by any Google Analytics services and special implementation needed by the User Interface side. The third section includes, the KPIs metrics that must be monitored by the “Super API” infrastructure in order to be evaluated the iterative development of the innovative technology that “Super API” uses to interact with front-end and Optimodality Framework. Lastly, there are KPIs that cannot be monitored by the EuTravel system or Google Analytics services. Those KPIs are covered by the questionnaires provided in Chapter Evaluation Reports. Google Analytics is a free web analytics service that offers basic analytical tools for tracking website traffic and marketing purposes. The service is available to anyone with a Google Account and the main features include:  Data visualization tools including dashboard, scorecards and charts.  Custom reports.  Email-based sharing and communication.  Intergradation with other Google Products like AdWords and Website Optimizer. After doing an extensive research over a massive amount of available reports and charts that Google Analytics provides, the following KPIs are proposed in order to enrich the evaluation process of the Living Lab Monitoring Dashboard. 7.2.1 Unique Visitors by Page This report displays the keywords that brought travellers to the EuTravel page. Ultimately, this report provides to the EuTravel administrators the ability to understand what keywords drive unique visitors to each page. 7.2.2 Customer Behaviour The “Customer Behaviour” report specifies the different behaviours between the “new” and “returning” visitors. The system administrator can use a variant of different categories. As the following figure below illustrates, it uses three categories as columns: “Traffic”, “Conversions” and “Events”.

7.2.3 Site Search Reports The site search reports provide data on what type of content people are looking for on the site. Having site search data gives the ability to the system administrator to monitor the search queries of the EuTravel page visitors. In particular, it can easily monitor what travellers looking for, the words and terminology they are using and how quickly they found what they were looking for. For most websites, it can be set up the site search reports entirely within Google Analytics, without needing to modify anything on website. 7.2.4 Landing Pages Report The Landing Pages report displays which pages are visited. These landing pages are oftentimes the first experience a visitor has with the website. Additionally, by this report, the number of pages that a user visits after landing on the initial page can be identified. The higher the number, the more a landing page is promoted. Also, the average length of time a visitor stays on the website and the percentage of the visitors that have not previously visited can be specified. Finally, a crucial aspect of the website traffic includes the bounce rate. This metric includes the percentage of users that arrive on the landing page and leave the website without viewing any additional pages.

7.2.5 Pages Timings This report can measure the page speed. Slow-loading pages ranks produce weak results. This report allows to evaluate all best and poorest performing pages in terms of page load time. Therefore, it can quickly optimize pages that are negatively impacting the largest number of users. Another important information that this reports provides is related with the Responsive Design. Due to the fact that the EuTravel website will be developed in multi-cross devices means that the performance might dramatically slowing down. By monitoring this metric the developers will be able to decide how to compress the related CSS, HTML and JavaScript in order to improve page speed.

7.2.6 Users Flows The Users Flow report is a graphical representation of the paths users took through your site, from the source, through the various pages, and where along their paths they exited your site. This report provides the ability to compare volumes of traffic from different sources, examine traffic patterns through the website, and troubleshoot the efficacy of the website.

7.3 Unified Dashboard for KPIs Monitoring

The whole concept of the living lab is to provide the test-bench to the stakeholders, in order to be able to evaluate the EuTravel objectives and innovations with realistic data. Based on the KPIs that have been identified in Chapter Measurement Strategy and KPIs, a unified dashboard is needed in order the stakeholders to monitor the living lab tests via data reports and statistics. The figure below illustrates the designed dashboard that will be implemented in order to comply with the objectives of the task 3.1 “Modelling and Experiment plans – Scenarios and Use Cases” as are described in the document of work.

Due to the fact that the dashboard is directly related with the actual EuTravel system, the whole implementation of it will be a part of the EuTravel user interface. Taking this into consideration, a mechanism for identifying who will be able to have access to the dashboard is needed. The solution for this is to provide to the operators/administrators the related authentication and authorization to their profiles in order to distinguish them from potential system’s travellers/users. The login mechanism will be integrated in a way where the system will be able to redirect the system administrator to the dashboard page and the travellers to the EuTravel welcome page.

Therefore, the system administrator will be able to monitor the KPIs via the above dashboard which is separated into two sections: the menu with all measurable KPIs and the view section where the selected graphs and plot will be displayed. Starting from the menu section, all the measurable KPI will be categorized based on the categories that have been defined in Chapter Measurement Strategy and KPIs: “Functional KPIs” and “Non-Functional KPIs”. In each category will be included all the related KPIs that have not been identified as part of the Google Analytics or Questionnaires. By clicking on a particular KPI, the related graph or plot will be loaded and displayed at the view section where the administrator will be able to evaluate the whole system in terms of content, volume, functional and non-functional parameters such as performance, scalability, responsiveness and usability.

7.4 KPIs Monitored by Front End As Chapter Measurement Strategy and KPIs indicates, there are some advanced KPIs that need custom implementation from the front-end side due to the limitation of the Google Analytics. These are the following: KPI 9: Number of steps to obtain authentication/identification KPI 10: Number of steps to complete payment session KPI 12: Completeness of information to complete payment KPI 17: Booking response time KPI 18: Ticketing response time KPI 19: Payment response time KPI 23: Feedback penetration KPI 24: Feedback score

1.1.1 Number of steps to obtain authentication/identification By this metric the system administrator will be able to monitor the number of steps that need to be performed for the authentication/log-in to the EuTravel system. Simultaneously, the system will truck the time required for each step to complete and finally the overall time to complete the entire authentication/log-in process.

1.1.2 Number of steps to complete payment session This metric provides evidence of how many steps and how long it takes to pay for and purchase a travel solution. The system will monitor number of steps to be performed to pay for and purchase a travel solution, time required by the system to complete each step and lastly the overall time to complete the whole payment and purchase process.

1.1.3 Completeness of information to complete payment This metric consists the average score that will be assigned by user to express the completeness level of each payment-related information. As the figure below displays, the scoring will be a scale from zero to five where the number five indicates the exceptional and zero indicates the poor information. A prompt message will be displayed to the traveller after the payment has been done where it will ask the traveller to rate the payment process.

1.1.4 Feedback penetration This KPI aims to show feedback penetration among the user base in relative terms but in absolute values as well to measure its validity as a sample. This metric evaluates the ratio of positive to negative feedback on every measurable category mentioned in the feedback form. This KPI will be measure after the entire process of booking, ticketing and payments will be completed. The travellers will be prompt with a feedback and the system will monitor if this feedback is displayed in all scenarios. 1.1.5 Feedback score This metric evaluates the ratio of positive, negative and neutral feedback on every measurable category mentioned in the feedback form. The user will be periodically prompted with feedback messages in order the system to evaluate the entire system on many different levels such as user experience, accurate data, new features that will be added etc. 7.5 KPIs Monitored by the “Super API” The API of APIs, being the core infrastructure of the EuTravel ecosystem, will provide the required mechanisms in order to monitor and measure numerous metrics as described on this deliverable. These measurements will be accompanied by a web interface that will allow the user to have visual indications and graphing of any available KPI.

7.5.1 Service Availability The standard category of infrastructural metrics refers to Service Availability. It is a typical example of functional metrics. Its goal is to determine whether the system’s stability and availability are on par with established agreements. On systems with business operations that are critical and require high availability, such as booking, we want to derive as much information as possible from the system behaviour on different scenarios. The proposed metrics on that end are the following:

7.5.2 Number of service interruptions One way to measure a system’s stability is the number of service interruptions in a given time frame. By interruptions, we are referring to any form of outage that causes the service to fail to perform its primary operations. In technical terms, this can happen due to numerous reasons. The most common ones are communication issues, that can be caused by network inactivity or bandwidth limitations and result in the system serving empty responses or errors. Other factors that can have similar effects are software, in the form of internal modules, such as API of APIs endpoints or externally developed modules, hardware (physical equipment such as server boxes), or even interconnecting infrastructure (routers, cables). Cases that cause service outage by design, like software updates, system maintenance or infrastructure growth, are the primary candidates for scheduled downtime, and as a result, are excluded from this metric. The computation that calculates the value of this performance indicator is the number of service interruptions in a given timeframe of days, weeks or months.

7.5.3 Average service interruption duration Another metric that can highlight the health status of our infrastructure is the average duration of system outages as described previously. The purpose here is to indicate whether outages are trivial or critical in nature, based on the duration of the resulting service interruption. In the case of simple incidents, we expect the interruption to be minimal, which can be translated to a few seconds of downtime, and no loss of data. In more severe cases, the downtime can be observed for minutes or even hours. As such, this metric serves to determine the criticality of any unexpected events. Besides the average duration, other statistical measures such as median interruption duration as well as bar plots can help in distinguishing harmful scenarios and categorizing them appropriately for further action. This metric is calculated by dividing the total amount of time that one or more endpoints were inactive with the number of discrete service interruptions. 7.5.4 Service throughput With this metric, the purpose is to distinguish the percentage of successful responses that the system generates. The reasons for the system to serve errors cannot be accurately determined in design time generally, but in runtime instead. The most usual causes are wrong input, human error, undocumented use cases and software issues. It is important to distinguish error responses from service outage as they are different by default. The first are generated by providing input to the system that does not follow a business workflow and results in an exception scenario, whereas on the second case, requests are instantly discarded from the system as the required connectivity structures are missing or inactive. This calculation is made by dividing the number of generated responses with a successful status code (2XX) vs. the total number of generated responses.

7.5.5 Percentage of monitored endpoints This is rather a simple metric, mostly used to measure the development progress in terms of API management. We consider that each service endpoint must be fully monitored and bug-free in order to claim that its development is complete and this indicator serves this purpose. We deliver this metric by the dividing number of endpoints that have been integrated in the KPI monitoring interface, with the total number of available endpoints.

1.1.6 Booking, ticketing and payment time response time By this metric the system administrator will be able to observe the time that is required by the system in order to perform the booking, ticketing and payment process for each use case.

Figure 78: Booking response time

Figure 79: Ticketing response time Figure 710: Payment response time 7.5.6 Average Afterwork Time This metric (measured in milliseconds) is designed to accompany the “Travel Solution build time per Use Case” and “Booking / Payment time per use case” KPIs by measuring the time that the system is kept busy after serving a specific response to a user. The importance of this metric lies in the fact that in general, after a communication transaction to a third party is concluded, the system still has some work to do, such as logging activity, closing sessions, updating database lines etc. This work can render an endpoint unavailable for that duration which can have a direct impact on availability. We compute this metric by calculating the time while one or more system components are busy after sending a response to a user for an established sample collection of transactions and extracting the average value.

7.5.7 Non-functional KPI metrics Dataset Update rate We want to measure the frequency of dataset updates. By datasets, we are referring to collections of static or real-time data from partners in batch format. Up to the point of shopping, the system is fed with information from all established partners that depict the initial knowledge to provide routing and travel planning services. Due to the nature of the problem we are trying to solve, this data gets outdated on short notice, so we have to establish a scheduled job of updating our data in CIM format from external sources. This metric can facilitate the accuracy estimation of our system by providing an overview of the dataset updates for a given time period and consequently the freshness of data in the format accepted by our Common Information Model. Dataset Update efficiency A valid consideration is that number of updates cannot be a deterministic factor of system accuracy simply because we do not receive enough information from it alone. This is why we propose a metric of update efficiency, which aims to discover the relative size of fresh data in each update. So in the case where we receive an update of 1MB of serialized data, we want to know exactly how much of that data is actually new. This approach can measure the effectiveness of each update cycle and justify any further refinements in this process. This measurement does not have a unit as it is a percentage value, obtained by dividing the size of a single update file to the size of the actual fresh data received from parsing it. Feedback Penetration Percentage An integral part of providing a valuable service to all stakeholders is the received feedback. Without it, any development efforts can potentially be off-point and lead to useful but unsuccessful software. As a result, we want to measure the feedback penetration among our user-base. The goal is to compute how many of the active users have received the feedback prompt and possibly on a second stage to compute how many of them have actually responded to it by providing feedback. Again, this measurement does not have a unit as it is percentage based. Feedback score Finally, we want to measure the stakeholder reception of the EuTravel services which can be achieved by comparing the number of positive feedback instances to the total number of feedback entries. This is very important, as we can gain valuable knowledge on how well the system is performing in terms of user approval, which is a substantially different indicator from the ones we have discussed so far.

7.5.8 KPIs Design Due to the fact that some KPIs must be monitored from the “Super API” side, there is the need for custom implementation. The actual data will be transferred to the user interface where will be responsible for presenting them in comprehensible charts and plots. The related KPIs metrics are the following: KPI 1: Solution Coverage KPI 3: Booked solutions / offered solutions KPI 4: Solution payment options KPI 5: Number of service interruptions KPI 6: Average service interruption duration KPI 7: Service throughput KPI 8: Percentage of monitored endpoints KPI 15: Formats converted to CIM (e.g. CSV, GTFS, proprietary formats) KPI 16: Travel Solution building and returning response time KPI 20: Average after work time KPI 21: Dataset update rate KPI 22: Data set Update efficiency

Solution Coverage

This metric assesses if the EuTravel system is able to return a complete multi-modal, door-to-door travel itinerary, providing a travel solution for each uni-modal leg of the travel itinerary required by the user.

Booked solutions / offered solutions This metric takes into account the number of travel solutions returned to the user and among which the user can make his choice: among all available travel solutions, the EuTravel solution will select a pre-set number of solutions that will be displayed to the user.

Solution payment options

Th is metric assesses the capability of the EuTravel system to assist users in purchasing tickets for the different transport modes covering the uni-modal legs of the multi-modal travel solution. Also it’s based on the assumption that users purchase "separately" tickets associated to the transport mode of each uni-modal leg (payment transactions are performed one by one in a sequence). Therefore, the EuTravel system shall "guide" users through different transactions and enable them to complete the whole process and enable users to exploit different payment options (e.g. credit card, PayPal account, eWallet) provided by different transport operators.

Number of service interruptions This metric aims to show the stability of the infrastructure measured by the number of service interruptions that occur in a given timeframe. It measures only the interruptions that are caused from internal issues, such as bandwidth bottlenecks, network failures, software failures etc. Service throughput

This metric isolates the successfully transmitted traffic of the infrastructure compared to the total traffic, as a measure of the service’s success. Percentage of monitored endpoints

This metric aims to describe the quality of service that is offered by the infrastructural KPIs. A higher percentage of monitored endpoints relates to more accurate results.

Formats converted to CIM (e.g. CSV, GTFS, proprietary formats) This metric provides an overview of data provided by different operators, in different formats, that the EuTravel system is able to catch and elaborate thanks to the CIM. Travel Solution building and returning response time This metrics provide an overview of defined use-cases performance within the Living Lab.

Average after work time This metric wants to reveal if there is any excessive work required from the server after the response generation. Dataset update rate This metric counts the number of updates received for a dataset on a given time period, effectively measuring its update frequency. Dataset Update efficiency This metric shows the average ratio of fresh data in dataset updates. The goal for this KPI is to optimize the dataset update mechanism in order to not cause unnecessary work to the system. This can be achieved by configuring the frequency of updates or the size of the received data. 7.6 Security KPIs

7.6.1 Overview When designing a system that requires to meet specific security or quality attribute, architects need consider the scope of security needs and the minimum required security requirements. Not every system will need to use all of the basic security design principles but will use one or more in combination based on a company and architecture threshold denied for system security, this information should be stated at the requirements and design level because the existence of security constraints in an application can add an additional layer to the overall system and can affect other parameters like performance. That is why the definition of minimum security acceptability is needed when a system is designed because this attribute needs to be factored with the other system attributes so that the system in question adheres to all requirements both functional and non-functional.

7.6.2 Security and Living Lab The activities that we believe should be carried on to secure the platform before it goes into Living Labs can be defined as follows.  Definition of security requirements to be followed in development, integration and provision of the platform. Examples of requirements can be: o Encryption in the exchange of data between different components if we are dealing with specific sensitive data. This security measure is intended to ensure the confidentiality of the transmission as the exchange could be intercepted by a cyber-attack; o Systems hardening (disabling of systems default users and passwords, disabling unnecessary services, etc.). This measure has the aim to ensure that the inherent weaknesses of the system configurations can be eliminated; o Using antivirus on the systems. This security measure is aimed at protecting against viruses, malware, etc. as well as being necessary for compliance with laws (egg. privacy regulations).  Run a Vulnerability Assessment before starting up the Living Lab environment. A Vulnerability Assessment is typically a scan done through special instruments (for the purpose of EuTravel System it was decided to use Nessus, an automated tool, which, by carrying out a long series of controls on individual systems or applications, allows to know details regarding their configuration and the possible presence of vulnerability, but there are also other tools available, like ipLegion, Qualys, etc). After the automatic scanning phase, usually there is a part of deep analysis carried out by an analyst to identify any false positives and drive fixing vulnerabilities. This activity usually identifies architectural vulnerabilities (operating system, web server, application server, database, etc.) and automatically ranks in terms of criticality (H, M, L). It is not able to identify applications vulnerabilities, especially in case of custom application. The Vulnerability Assessment provides a pdf file and the vulnerabilities are captured by a software and there is a post analysis carried out by human;  Perform a Penetration Test before starting up live-lab environment. A Penetration Test is typically done by qualified testers and aims to simulate a real intrusion on the system according to a previously defined attack scenario. Even in this case are identified, system vulnerabilities but typically application vulnerabilities. Every company that performs PT usually has his vulnerabilities classification criteria. A dedicated vulnerabilities classification criteria has been developed, that considers various factors such as: o Information that has been reached (e.g. sensitive information for privacy); o Exploited vulnerability and its NIST classification; o Complexity of the cyber-attack; o Attacker's skill level to carry out the attack / exploit the vulnerabilities. The Penetration Test provides a report and an excel file to import into the dashboard may be also be provided; the vulnerabilities are captured only by human, providing a lists of vulnerabilities classified according to their criticality. The VA and PT will be performed periodically (e.g. every half-year or annually); it occurs, whenever, the vulnerabilities found in the previous test.  Perform a Code Review before starting up live-lab environment. A Code Review activities aims to discover, in a static manner, possible vulnerabilities o Trojan included in the code from programmers as an error or for malicious purposes. Since we use already successful existing tools, we believe it is not necessary to include a code review activity before the transition into living-lab environment. The frameworks used for the test run are OSSTMM and OWASP.

A detailed description of Security Product level and Security Process level KPIs has been provided in the KPIs Table of Chapter Measurement Strategy and KPIs. The KPIs Security Process level measure how good is the process to remove vulnerabilities, in fact if we repeat the VA and PT process several times, i.e. after every new platform release, we should see a decrease in this trend and this will mean that the vulnerability removal process is working correctly and the new release of the platform do not introduce new vulnerabilities. These indicators measure the goodness of the management and resolution of vulnerabilities process, reported by the security test. There may also be other indicators related to security incidents, resolution time, etc. These indicators make more sense in a working environment because they are measured over time: in the 30 months of the project they are not particularly effective but may give trend, and create a baseline for post project.

7.6.3 Vulnerabilities Dashboard In security areas it is important to have a continuous control of the security levels and how they meet the requirements set for the service. This can be carried out through specific monitoring tools that analyse data and create correlations among different information, i.e. high level of traffic on a specific network can be seen as a possible attack, access to a system with too many errors in the password usage can be seen as non-authorised access, to many request of access can be seen as a DOS attack, etc. It is important to notice that the above analysis requires specific continuous data collection and specialised software that collects data through time, in order to create an analysis of behaviours and trends, in the specific case of Eutravel Living Lab the timeframe does not allow to set up such specific software and to gather sufficient information this is why different ways of measuring the security levels have been defined. The used KPI are more connected with the intrinsic security of the platform and can be used also in further evolutions or given as example to end users. Through the vulnerabilities control dashboard, it is possible to verify the trend indicators of vulnerabilities and monitor their status before and after a scanning. Therefore, vulnerabilities are listed with respect to their severity level (High, Medium and Low). The severity must be managed in accordance with the provisions of their respective KPI described in the previous paragraphs. Once the vulnerability has been resolved it will be removed from the list, and it will be marked as solved. Even if the user declares resolved that vulnerability it could happen that it will be detected again the next scan, so the effective resolution has reflected only compared with a new scan. Since the vulnerabilities are constantly changing, it may be that new vulnerabilities, that were not previously detected, can emerge as a result of a new scan. Regarding the KPIs specific for the security requirements provided, they will be defined with respect to architecture, software platform and database planned for the Living Lab. ISO Concerning the ISO: we use ISO27001:2013, ISO25010:2011. 8 Evaluation Reports

To elicit feedback on the EuTravel services from potential Travel Users, a set of questions has been devised to evaluate the system’s performance in respect of the Key Performance Indicators to be monitored by real users involved in the testing phase. These will be incorporated into an online survey (using SurveyMonkey) for ease of response.

ABOUT USER Q1. Name/contact details Name………………………………………………………………………………………… …………………………………………………… Male or female……………….M/F Country in which you live……………………………………………………………………………………………… ………………… Are you accompanied by children? YES/NO If YES, how many?...... Do you, or does anyone travelling with you, have limited mobility? YES/NO

Q2. Purpose of travel: Business

Pleasure

USER TRAVEL PREFERENCES Q3. Which modes of transport are you willing to use?: Aeroplane

Bus Ferry

Q4. Which travel criteria are important for you and to what extent are they important?

Criteria Not at all Partly important Very important important

Flexibility

Journey duration

Reliability

Comfort

Availability

Environmental / climate protection

Freedom to move around within transport mode

Safety

Quality of the experience

Opportunity to take luggage

Privacy

Opportunities to work while travelling

Access for people with ‘limited mobility’

REGISTERING WITH THE EUTRAVEL SYSTEM Q5. (a) Are you already registered with the EuTravel System? YES/NO. (b) Do you have an account with a Social Network (Facebook, LinkedIn etc.)? YES/NO.

Q6. Were you able to login to the EuTravel System, using (a) Your existing registration? YES/NO. (b) Your Social Network account? YES/NO.

Q7. If not already registered with the EuTravel System or without a Social Network account, please indicate the number of steps required in order to obtain a registration Number of steps………………………………………

PLANNING A JOURNEY WITH THE EUTRAVEL SYSTEM Note: The user has logged into the EuTravel System, and has inserted the following trip information: Point of destination; Date; Number of travellers; Direct or return.

Q8. For transport modes covering each single leg of the proposed journey, which of the following information does the EuTravel System return23?

Transport mode related information Provided Not provided

Origin

Destination

Departure date and time

Arrival time date and time

Duration

Number of stop overs

23 This question evaluates KPI no. 2 Solution Completeness and Accuracy. Q9. How complete is the information returned by the EuTravel system (e.g. price, departure / arrival time, refund availability, purchase conditions) for each stage of the travel process (journey planning, payment, booking, ticketing) according to the customer’s perspective24? Please indicate the overall information completeness and accuracy on a scale from 1 (Poor) to 5 (Complete and accurate), for each of the travel process stages indicated:

No Partial Some Sufficient Complete Travel process informati informati informatio informati informati stage on (= 1) on (=2) n (= 3) on (= 4) on (=5)

Journey planning

Payment

Booking

Ticketing

Q10. Which of the following information does the EuTravel system returns for a travel solution and its "commercial conditions" and how clear is it (e.g. modification or refund possibility)25?

Commercial conditions information returned Retuned Not returned

Purchase conditions

Possibility and timing for modification

Availability and timing of refunds

24 This question evaluates KPI no. Completeness of information to make informed selection (customer perspective) 25 This question evaluates KPI no. 13 Completeness of information to understand and use booked solution (commercial conditions: reimbursement) Q11. Overall, how clear (e.g easy to display, easy to understand) is the information returned by the EuTravel system for each stage of the travel process26?

Please indicate the overall information clarity on a scale from 1 (Poor) (Complete and accurate), for each of the travel process stages indicated:

Sufficientl Travel process Not clear Partially Clear (= Very y clear (= stage clear (=2) 4) clear (=5) (= 1) 3)

Journey planning

Payment

Booking

Ticketing

Q12. After the user has clicked on the proceed button, does the EuTravel System show the user the following information about the overall travel solution?: Uni-modal legs; Number of passengers; Overall price

Q13. After the user has clicked on the “Book” button to proceed with the travel solution reservation, (a) Does the EuTravel System show the user information on Terms and Conditions and Passengers Rights associated to the selected travel solution (as defined by involved transport operator)? YES/NO. (b) Does the EuTravel System ask the user to accept the Terms and Conditions and Passengers Rights and shows the “Accept” button? YES/NO.

Q14. If you have any other comments/suggestions about the Registration, Travel Planning and/or Booking processes, please provide these below. ……………………………………………………………………………………………………………………………………………… ……….

26 This question evaluates KPI no. 14 Clarity of information. 9 Ethics Regulations and Compliance Procedures

The Living Lab testing phases will conform to the relevant EU regulations and directives (e.g. new EU Data Protection Regulation 2016/679 and Directive 2016/680) relating to the collection and storage of big data information, applying all possible means for the protection of privacy and ethics in travellers’ personal data collection, processing and dissemination, such as the Privacy Enhancing Technologies (PETs).

9.1 Compliance with Legislation The following principles define the Living Lab approach: Compliance with Legislation: any real data collected during the testing phase for both research and demonstration purposes will be handled in accordance with the Data Protection legislation in the concerned countries and each company handling the data will be registered to handle this type of information with their data protection authority; Use Limitation: all information leading to person identities will be encrypted and protected according to EU best practices e.g. using reference numbers instead of actual names; Security Safeguards: Personal data will be kept secure from potential abuse, during all required processing before storing, until personal identities are eliminated; Openness: all collection processes will be transparent on how data is collected, used, and shared; Accountability: EuTravel will be accountable to comply with all above principles.

9.2 Informed Consent Procedures The project will focus on personal travel. The basic types of travel users expected to be involved in the real life multimodal travel scenarios monitored by the project’s living lab (Focus Groups) include travellers with limited mobility or other special needs such as: A pregnant mother with small child e.g. in baby carriage; An infirm couple; A wheelchair-bound person with carer. EuTravel will get informed consent from anyone participating in the Living Lab use case scenarios. The purpose(s) for the data collection (Purpose Specification) e.g. observation and tracking of their travel routes, duration of their journeys etc. will be clearly specified to the stakeholders which will be notified each time the purpose is changed. More specifically, a set of an informed consent form and an information sheet will be shared (distributed) to the Living Lab travel services potential participants, at the phases of planning (first testing phase) and booking (second and third testing phase). In that way, the Living Labs will involve only travellers who have already given consent to data collection and travel behavior monitoring. This set of documents will be comprehensive and will contain at least the following elements: 1. A statement that participation is voluntary. 2. The scope of research – purpose of personal data collection. 3. A description of the procedures to be followed and tests or measurements to be carried out. 4. Information about who is organising and funding the research. 5. A description of any reasonably foreseeable risk, discomfort or disadvantages. 6. A description of any benefits to the subject or to others which may reasonably be expected from the research avoiding inappropriate expectations. 7. A statement describing the procedures adopted for ensuring data protection/confidentiality/privacy including duration of storage of personal data. 8. A reference to whom to contact for answers to questions about the research and research subjects' rights. 9. A statement offering travellers the opportunity to ask questions and to withdraw at any time from the research without consequences. 10. An explanation of what will happen with the data or samples at the end of the research period and if the data/ samples are retained or sent/sold to a third party for further research. 11. Information about what will happen to the results of the research. In the case of children involved in the research, informed consent of parents/legal representatives will be collected with a separate informed consent form, including similar information for parents/legal representative and for children (e.g. pictorial representations).

9.3 Data collection and storage Procedures EuTravel will encrypt and anonymise the data, in order to protect personal identities, and it will decisively not implement processing algorithms leading to “personally identifying” results. Each information sheet will be given a reference number and will not be tied to the subject (person giving the information). Information gathered may include, age, destination, type of traveller and health details, but personal details such as the name and address will not be included in the dataset. In that way the stored profiles will be generic (complying with data protection principles) but will include all the required information for the scope of this research. Additionally, EuTravel participants will: deny unauthorised persons to access the data-processing equipment used for processing the research datasets (equipment access control); prevent the unauthorised reading, copying, modification or removal of data media (data media control); ensure that persons authorised to use the data-processing system only have access to the data covered by their access authorisation (data access control). Authorisation and Ethical Approvals Inlecom is registered with ICO. Additionally, copies of ethical approvals for the collection of personal data by the competent University Data Protection Officer / National Data Protection authority will be submitted to the REA before the data collection phase.

10 Conclusions

This Deliverable has outlined the testing environment that has been set-up for the validation of the EuTravel system developed in the course of the project. Hence, it has provided an overview of the first test beds to which the EuTravel system will be subject in the period July – September 2016. These will be necessary to prove the technology design and development results achieved so far, to identify possible criticalities and timely undertake remediation actions and improvement. As explained in the Deliverable text, the Living Lab tests will adopt an iterative approach. Thus, the first testing phase will aim to validate the EuTravel system capabilities and performance with respect to the journey planning stage only. Once these capabilities have been validated, and if necessary improved, the second and the third testing phases will be undertaken, with the final aim to validate and strengthen the EuTravel system overall. The Deliverable has also outlined the EuTravel system innovative features to be tested in the Living Lab, depicting key differences between functionalities of existing multi-modal journey planners (so-called AS – IS Scenario) and the functionalities of the EuTravel system (so-called TO – BE Scenario). It has also described the AS – IS and TO – BE user interaction with travel planners to plan and book a multi-modal travel solution. The main evidence arisen from the comparative analysis of the AS – IS and the TO – BE Scenarios is that EuTravel system presents innovative functionalities with respect to the planning and booking travel stages, compared to existing journey planners. These innovative functionalities relate to: The capability to return the user profiled travel solutions, based on his / her specific profile, travel preferences and needs (e.g. travel solution cost, time, connections, special mobility needs); The capability to take into account and provide “by default” the travel solutions environmental footprint; For the booking stage, the capability to acts as a “single point of interaction” between the user and all transport / travel operators involved in the multi-modal travel solution. Thus EuTravel allows the user to perform a single booking request for all the involved operators and complete the booking process in one step only, with time savings. In the TO – BE Scenario, the implementation of the EuTravel system changes the AS - IS interactions and processes, overcoming current obstacles encountered in the multi-modal booking process. To provide a concrete evidence of the EuTravel system operating functionalities in the Living Lab tests, an exhaustive set of KPIs and metrics and an articulated KPIs monitoring mechanism have been defined. Particularly, KPIs and metrics have been clustered into four main categories: functional KPIs and metrics; non-functional KPIs and metrics; Google analytics KPIs and metrics. They will be evaluated by a monitoring mechanism (so-called “dashboard”) composed by different services and components: Google Analytics services, that offer the ability to track and report website traffic; User Interface; The “Super API” infrastructure, allowing the evaluation of the iterative development of the innovative technology that “Super API” uses to interact with front-end and Optimodality Framework; An Evaluation Report (in the form of a questionnaire to be filled by users involved in Living Lab tests). It is important to emphasize that the Living Lab environment will not only focus on the EuTravel system technological operations and performances but it will also take into account and investigate current legal, commercial and other barriers hindering the single, integrated booking and ticketing, possibly providing recommendations to overcome them. 11 References

[1] Almirall, E., Wareham, J. (2011). Living Labs: Arbiters of Mid- and Ground- Level Innovation. Technology Analysis and Strategic Management, ESADE – Ramon Llull University. 12 Annex 1 Use Cases comprehensive list

12.1 Urban and Sub-urban able adult travellers

12.1.1 Business Travellers UC_01_02: Business Traveller planning a door-to-door trip from Barcelona suburb to London Suburb. Business Traveller that prefers a time-saving and comfortable travel solution, regardless of the price.

USE CASE ID UC_01_02 Business Travellers that prefer a time-saving and comfortable travel Title solution, regardless of the price. Context and Objectives This use case aims to show how the EuTravel System can return the user an optimal customised travel solution for the itinerary Barcelona suburb – London suburb. Services Scope Journey planning. Pre-conditions The user has already registered to the EuTravel System and has updated his profile related information. Constraints Preferable Browsers: Chrome, Edge, Firefox Optional Browsers: IE10+, Safari Actors User EuTravel Journey Planner Transport Operator GDS User focus group A Business Traveller Door-to-door routes Barcelona suburb – London suburb. Specifically, the user leaves from his home in Barcelona and arrives to an hotel in Sutton (London suburb) Transport modes This use case involves user preferred transport modes: 1. Plane; 2. Train; 3. Car.

STEP ACTOR ACTIVITY The user opens the EuTravel System and lands on the 1 User Welcome screen. The user inserts the following trip information:  Point of departure: the EuTravel Journey Planner recognizes the “current user location” as the point of departure; 2 User  Point of destination: the user inserts the hotel address in Sutton;  Date: the user inserts the date of departure;  Adults: the user selects the option “1”;  Direct or return: the user selects the option “direct”. 3 User The user clicks on the Plan button. The EuTravel Journey Planner shows the user the planning page, indicating:  Point and date of departure;  Point and date of destination; EuTravel Journey 4  The number of possible travel solutions for the Planner itinerary (these have been already screened, based on user profile and preferences, among all existing travel solutions). The planning page also shows a map that highlights the point of departure and the point of arrival. In the planning page, the user has the possibility to add intermediate stops to the itinerary. 5 User The user does not add any intermediate stop and clicks on the confirm button to proceed and display travel solutions. 6 EuTravel Journey The EuTravel Journey Planner returns the user a list of Planner possible travel solutions for the itinerary. Travel solutions are ranked based on user preferences and parameters. In the case of Business Traveller, travel solutions will be ranked according to the following priorities: overall trip duration; comfort level. For each travel solutions the EuTravel Journey Planner shows the following information:  Overall price;  Overall duration (in hours and minutes);  Number and type of different transport modes included in the travel solution. For each travel solution, the EuTravel Journey Planner gives the user the possibility to click on the travel solutions to get more details and for each travel solution shows the “Select” button to allow the user to choose the travel solution. The EuTravel Journey Planner also gives the user the possibility to filter travel solutions by transport mode (plane, train, bus ferry, drive). For instance, if the user selects “plane”, the EuTravel Journey Planner will only display plane-based travel solutions. 7 User The user clicks on the first returned travel solution. The EuTravel Journey Planner shows the uni-modal legs composing the multi-modal travel solution, based on the fastest journey (according to the preferences expressed by the user): Leg 1: user address in Sabadell (Barcelona suburb) – Placa Catalonya Metro Station, by train; Leg 2: Placa Catalonya Metro Station - El Prat Airport of Barcelona, by train; Leg 3: El Prat Airport of Barcelona - Heathrow Airport of London, by plane; EuTravel Journey Leg 4: Heathrow Airport of London – hotel address in Sutton 8 Planner (London suburb), by train. For each uni-modal leg, the EuTravel Journey Planner shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price. In this case, the price takes into account airline and rail operators prices The user confirms the selected option by clicking on the 9 User Select button. The EuTravel Journey Planner updates the planning page showing the complete itinerary. The EuTravel Journey Planner shows a box that recaps the following itinerary-related information: EuTravel Journey 10  Transport modes; Planner  Departure date and time;  Arrival date and time;  Duration;  Overall price. 11 User The user clicks on the proceed button. 12 EuTravel Journey The EuTravel Journey Planner shows the user the overall Planner travel solution:  Uni-modal legs;  Number of passengers;  Overall price (this takes into account prices set-up by transport operators for different passengers categories: elderly, disabled, etc.). The user clicks on the “Book” button to proceed with the 13 User travel solution reservation. The EuTravel Journey Planner shows information on Terms EuTravel Journey and Conditions and Passengers Rights associated to the 14 Planner selected travel solution (as defined by involved transport operator). The EuTravel Journey Planner asks the user to accept the EuTravel Journey 15 Terms and Conditions and Passengers Rights and shows the Planner “Accept” button. The user clicks on the “Accept” button and proceeds to 16 User book the travel solution.

Possible Alternative Activity Flow

Alternative Flow N.1 This alternative flow is aimed to described the journey planning phase with respect to a business traveller that travels from Barcelona suburb to London suburb and inserts the following input parameter (differently from the Main Activity Flow):

 The user decides to display only travel solutions based on train. Thus he clicks on the train icon. This Alternative Flow starts from Step 7 described in the Main Activity Flow.

The user decides to display only travel solutions based on train. Thus he clicks on 7 User the train icon. 8 EuTravel Journey The EuTravel Journey Planner shows the uni-modal legs Planner composing the multi-modal travel solution, based on the fastest journey (according to the preferences expressed by the user): Leg 1: user address in Sabadell (Barcelona suburb) – Placa Catalonya Metro Station, by train; Leg 2: Placa Catalonya Metro Station - Sants Station of Barcelona, by subway; Leg 3: Sants Train Station of Barcelona - Waterloo Train Station of London, by train; Leg 4: Waterloo Train Station of London - hotel address in Sutton (London suburb), by train. For each uni-modal leg, the EuTravel Journey Planner shows:  Departure and Arrival Date and Time;  Duration;  Distance;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price In this case, the price takes into account rail operators prices. The user confirms the selected option by clicking on the 9 User Select button.

The activity flow continues from step 10 as described in the Main Activity Flow. Post-conditions

UC_01_03: Business Traveller planning a door-to-door trip from London Suburb to Bruges. Business Traveller that prefers a time-saving and comfortable travel solution, regardless of the price.

USE CASE ID UC_01_03 Business Travellers that prefer a time-saving and comfortable travel Title solution, regardless of the price. Context and Objectives This use case aims to show how the EuTravel System can return the user an optimal customised travel solution for the itinerary London suburb – Bruges. Services Scope Journey planning. Pre-conditions The user has already registered to the EuTravel System and has updated his profile related information. Constraints Preferable Browsers: Chrome, Edge, Firefox Optional Browsers: IE10+, Safari Actors User EuTravel Journey Planner Transport Operator GDS User focus group A Business Traveller Door-to-door routes London suburb – Bruges. Specifically, the user leaves from his home in Sutton (London suburb) and arrives to a friend’s house in Bruges. Transport modes This use case involves user preferred transport modes: 1. Plane; 2. Train; 3. Car

STEP ACTOR ACTIVITY The user opens the EuTravel System and lands on the 1 User Welcome screen. The user inserts the following trip information:  Point of departure: the EuTravel Journey Planner recognizes the “current user location” as the point of departure;  Point of destination: the user inserts the friend’s 2 User house address;  Date: the user inserts the date of departure;  Adults: the user selects the option “1”;  Direct or return: the user selects the option “return”. 3 User The user clicks on the Plan button. The EuTravel Journey Planner shows the user the planning page, indicating:  Point and date of departure;  Point and date of destination; EuTravel Journey 4  The number of possible travel solutions for the Planner itinerary (these have been already screened, based on user profile and preferences, among all existing travel solutions). The planning page also shows a map that highlights the point of departure and the point of arrival. In the planning page, the user has the possibility to add intermediate stops to the itinerary. 5 User The user does not add any intermediate stop and clicks on the confirm button to proceed and display travel solutions. 6 EuTravel Journey The EuTravel Journey Planner returns the user a list of Planner possible travel solutions for the itinerary. Travel solutions are ranked based on user preferences and parameters. In the case of Business Traveller, travel solutions will be ranked according to the following priorities: overall trip duration; comfort level. For each travel solutions the EuTravel Journey Planner shows the following information:  Overall price;  Overall duration (in hours and minutes);  Number and type of different transport modes included in the travel solution. For each travel solution, the EuTravel Journey Planner gives the user the possibility to click on the travel solutions to get more details and for each travel solution shows the “Select” button to allow the user to choose the travel solution. The EuTravel Journey Planner also gives the user the possibility to filter travel solutions by transport mode (plane, train, bus ferry, drive). For instance, if the user selects “plane”, the EuTravel Journey Planner will only display plane-based travel solutions. 7 User The user clicks on the first returned travel solution. The EuTravel Journey Planner shows the uni-modal legs composing the multi-modal travel solution, based on the fastest journey (according to the preferences expressed by the user): Leg 1: user address in Sutton (London suburb) – Heathrow Airport of London, by train; Leg 2: Heathrow Airport of London - Ostenda-Bruges Airport of Bruges, by plane; Leg 3: Ostenda-Bruges Airport of Bruges – friend’s house address, by public transportation. Return: Leg 1: friend’s house address - Ostenda-Bruges Airport of Bruges, by public transportation; EuTravel Journey 8 Planner Leg 2: Ostenda-Bruges Airport of Bruges - Heathrow Airport of London, by plane; Leg 3: Heathrow Airport of London - user address in Sutton (London suburb), by train. For each uni-modal leg, the EuTravel Journey Planner shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price. In this case, the price takes into account airline, rail and public transportation operators prices The user confirms the selected option by clicking on the 9 User Select button. 10 EuTravel Journey The EuTravel Journey Planner updates the planning page Planner showing the complete itinerary. The EuTravel Journey Planner shows a box that recaps the following itinerary-related information:  Transport modes;  Departure date and time;  Arrival date and time;  Duration;  Overall price. 11 User The user clicks on the proceed button. The EuTravel Journey Planner shows the user the overall travel solution:  Uni-modal legs; EuTravel Journey 12 Planner  Number of passengers;  Overall price (this takes into account prices set-up by transport operators for different passengers categories: elderly, disabled, etc.). The user clicks on the “Book” button to proceed with the 13 User travel solution reservation. The EuTravel Journey Planner shows information on Terms EuTravel Journey and Conditions and Passengers Rights associated to the 14 Planner selected travel solution (as defined by involved transport operator). The EuTravel Journey Planner asks the user to accept the EuTravel Journey 15 Terms and Conditions and Passengers Rights and shows the Planner “Accept” button. The user clicks on the “Accept” button and proceeds to 16 User book the travel solution.

Alternative Flow N.1 This alternative flow is aimed to described the journey planning phase with respect to a business traveller that travels from London suburb to Bruges and inserts the following input parameters (differently from the Main Activity Flow):

 Preferred transport mode: “1. Train”; “2. Plane”; “3. Car”  Travel duration ordering: the user leaves it blank.

This Alternative Flow starts from Step 7 described in the Main Activity Flow

STEP ACTOR ACTIVITY 7 User The user clicks on the first returned travel solution. The EuTravel Journey Planner shows the uni-modal legs composing the multi-modal travel solution, according to the preferences expressed by the user: Leg 1: user address in Sutton (London suburb) – St Pancras Train Station of London, by train; Leg 2: St Pancras Train Station of London - Brux.Midi/Bruss.Zuid Station, by train; Leg 3: Brux.Midi/Bruss.Zuid Train Station - Bruxelles Midi Train Station, by local public transport; Leg 4: Bruxelles Midi Train Station - Bruges, by train. Return: Leg 1: Bruges - Bruxelles Midi Train Station, by train; Leg 2: Bruxelles Midi Train Station - Brux.Midi/Bruss.Zuid EuTravel Journey 8 Train Station, by local public transport; Planner Leg 3: Brux.Midi/Bruss.Zuid Station - St Pancras Train Station of London, by train; Leg 4: St Pancras Train Station of London - user address in Sutton (London suburb), by train. For each uni-modal leg, the EuTravel Journey Planner shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price In this case, the price takes into account rail operators and public transport prices. The user confirms the selected option by clicking on the 9 User Select button. The activity flow continues from step 10 as described in the Main Activity Flow. Post-conditions

UC_01_04: Business Traveller planning a door-to-door trip from Brussels to Oslo. Business Traveller that prefers a time-saving and comfortable travel solution, regardless of the price.

USE CASE ID UC_01_04 Business Travellers that prefer a time-saving and comfortable travel Title solution, regardless of the price. Context and Objectives This use case aims to show how the EuTravel System can return the user an optimal customised travel solution for the itinerary Brussels – Oslo. Services Scope Journey planning. Pre-conditions The user has already registered to the EuTravel System and has updated his profile related information. Constraints Preferable Browsers: Chrome, Edge, Firefox Optional Browsers: IE10+, Safari Actors User EuTravel Journey Planner Transport Operator GDS User focus group A Business Traveller Door-to-door routes Brussels – Oslo. Specifically, the user leaves from his friend’s house in Brussels and arrives to his parents’ home. Transport modes This use case involves user preferred transport modes: 1. Plane; 2. Train; 3. Car

STEP ACTOR ACTIVITY The user opens the EuTravel System and lands on the 1 User Welcome screen. The user inserts the following trip information:  Point of departure: the EuTravel Journey Planner recognizes the “current user location” as the point of departure; 2 User  Point of destination: the user inserts the parents home address;  Date: the user inserts the date of departure;  Adults: the user selects the option “1”;  Direct or return: the user selects the option “direct”. 3 User The user clicks on the Plan button. 4 EuTravel Journey The EuTravel Journey Planner shows the user the planning Planner page, indicating:  Point and date of departure;  Point and date of destination;  The number of possible travel solutions for the itinerary (these have been already screened, based on user profile and preferences, among all existing travel solutions). The planning page also shows a map that highlights the point of departure and the point of arrival. In the planning page, the user has the possibility to add intermediate stops to the itinerary. 5 User The user does not add any intermediate stop and clicks on the confirm button to proceed and display travel solutions. The EuTravel Journey Planner returns the user a list of possible travel solutions for the itinerary. Travel solutions are ranked based on user preferences and parameters. In the case of Business Traveller, travel solutions will be ranked according to the following priorities: overall trip duration; comfort level. For each travel solutions the EuTravel Journey Planner shows the following information:  Overall price; EuTravel Journey 6  Overall duration (in hours and minutes); Planner  Number and type of different transport modes included in the travel solution. For each travel solution, the EuTravel Journey Planner gives the user the possibility to click on the travel solutions to get more details and for each travel solution shows the “Select” button to allow the user to choose the travel solution. The EuTravel Journey Planner also gives the user the possibility to filter travel solutions by transport mode (plane, train, bus ferry, drive). For instance, if the user selects “plane”, the EuTravel Journey Planner will only display plane-based travel solutions. 7 User The user clicks on the first returned travel solution. The EuTravel Journey Planner shows the uni-modal legs 8 composing the multi-modal travel solution, based on the fastest journey (according to the preferences expressed by EuTravel Journey the user): Planner Leg 1: friend’s house address in Brussels – Bruxelles- National Airport in Zaventem, by train; Leg 2: Bruxelles-National Airport - Oslo-Gardermoen Airport of Oslo, by plane; Leg 3: Oslo-Gardermoen Airport of Oslo – parents home address, by public transportation. For each uni-modal leg, the EuTravel Journey Planner shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price. In this case, the price takes into account airline, rail and public transportation operators prices The user confirms the selected option by clicking on the 9 User Select button. The EuTravel Journey Planner updates the planning page showing the complete itinerary. The EuTravel Journey Planner shows a box that recaps the following itinerary-related information: EuTravel Journey 10  Transport modes; Planner  Departure date and time;  Arrival date and time;  Duration;  Overall price. 11 User The user clicks on the proceed button. The EuTravel Journey Planner shows the user the overall travel solution:  Uni-modal legs; EuTravel Journey 12 Planner  Number of passengers;  Overall price (this takes into account prices set-up by transport operators for different passengers categories: elderly, disabled, etc.). The user clicks on the “Book” button to proceed with the 13 User travel solution reservation. The EuTravel Journey Planner shows information on Terms EuTravel Journey and Conditions and Passengers Rights associated to the 14 Planner selected travel solution (as defined by involved transport operator). The EuTravel Journey Planner asks the user to accept the EuTravel Journey 15 Terms and Conditions and Passengers Rights and shows the Planner “Accept” button. The user clicks on the “Accept” button and proceeds to 16 User book the travel solution.

Alternative Flow N.1 This alternative flow is aimed to described the journey planning phase with respect to a business traveller that travels from Brussels to Oslo and inserts the following input parameters (differently from the Main Activity Flow):  Preferred transport mode: “1. Bus”; “2. Plane”; “3. Car”.  Travel duration ordering: the user leaves it blank. This Alternative Flow starts from Step 7 described in the Main Activity Flow

STEP ACTOR ACTIVITY 7 User The user clicks on the first returned travel solution. The EuTravel Journey Planner shows the uni-modal legs composing the multi-modal travel solution, according to the preferences expressed by the user: Leg 1: friend’s house address in Brussels - Brussels Bus Station, by train; Leg 2: Brussel NOORD Coach Station of Brussels - Galer Oslo Busstn Coach Station of Oslo, by Eurolines bus; Leg 3: Galer Oslo Busstn Coach Station of Oslo – parents home address, by public transportation. For each uni-modal leg, the EuTravel Journey Planner 8 EuTravel Journey shows: Planner  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price In this case, the price takes into account rail, bus and public transportation operators transport prices. The user confirms the selected option by clicking on the 9 User Select button.

The activity flow continues from step 10 as described in the Main Activity Flow.

Post-conditions

12.1.2 A group of university students UC_02_02: Group of university students (aged 20 – 25 years old) planning a door-to-door trip from Rome to Barcelona suburb This use case is aimed to described the journey planning phase with respect to a group of university students that travel from Rome to Barcelona suburb and insert the following input parameters (differently from the User Profile Section):  Preferred transport mode: “1. Ferry”; “2. Bus”; “3. Car”.

USE CASE ID UC_02_02 Group of university students (aged 20 – 25 years old), that prefer a low Title cost travel solution, regardless of the time required to cover the itinerary. Context and Objectives This use case aims to show how the EuTravel System can return the user an optimal customised travel solution for the itinerary Rome – Barcelona suburb. Services Scope Journey planning. Pre-conditions The user has already registered to the EuTravel System and has updated his profile related information. Constraints Preferable Browsers: Chrome, Edge, Firefox Optional Browsers: IE10+, Safari Actors User EuTravel Journey Planner Transport Operator GDS User focus group A Group of university students (aged 20 – 25 years old) Door-to-door routes Rome – Barcelona suburb. Specifically, the user leaves from his home in Rome and arrives to a university dormitory in Barcelona suburb. Transport modes This use case involves user preferred transport modes: 1. Ferry; 2. Bus; 3. Car

STEP ACTOR ACTIVITY The user opens the EuTravel System and lands on the 1 User Welcome screen. 2 User The user inserts the following trip information:  Point of departure: the EuTravel Journey Planner recognizes the “current user location” as the point of departure;  Point of destination: the user inserts the university dormitory address;  Date: the user inserts the date of departure;  Adults: the user selects the option “5”;  Direct or return: the user selects the option “direct”. 3 User The user clicks on the Plan button. The EuTravel Journey Planner shows the user the planning page, indicating:  Point and date of departure;  Point and date of destination; EuTravel Journey 4  The number of possible travel solutions for the Planner itinerary (these have been already screened, based on user profile and preferences, among all existing travel solutions). The planning page also shows a map that highlights the point of departure and the point of arrival. In the planning page, the user has the possibility to add intermediate stops to the itinerary. 5 User The user does not add any intermediate stop and clicks on the confirm button to proceed and display travel solutions. The EuTravel Journey Planner returns the user a list of possible travel solutions for the itinerary. Travel solutions are ranked based on user preferences and parameters. In the case of a group of university students, travel solutions will be ranked according to the following priority: price ordering (cheaper solutions first). For each travel solutions the EuTravel Journey Planner shows the following information:  Overall price; EuTravel Journey 6  Overall duration (in hours and minutes); Planner  Number and type of different transport modes included in the travel solution. For each travel solution, the EuTravel Journey Planner gives the user the possibility to click on the travel solutions to get more details and for each travel solution shows the “Select” button to allow the user to choose the travel solution. The EuTravel Journey Planner also gives the user the possibility to filter travel solutions by transport mode (plane, train, bus ferry, drive). For instance, if the user selects “plane”, the EuTravel Journey Planner will only display plane-based travel solutions. 7 User The user clicks on the first returned travel solution. The EuTravel Journey Planner shows the uni-modal legs composing the multi-modal travel solution, according to the preferences expressed by the user: Leg 1: home address in Rome – Civitavecchia Port, by private car; Leg 2: Civitavecchia Port of Rome - Port of Barcelona, by ferry provided by Grimaldi Lines Ferry; Leg 3: Port of Barcelona - Portal de la Pau Plaza, by bus provided by T3 Portbus Barcelona; Leg 4: Portal de Pau Plaza - Placa Catalonya, by subway L3 provided by TMB; Leg 5: Placa Catalonya – university dormitory in Sabadell (Barcelona suburb), by train provided by FGC; 8 For each uni-modal leg, the EuTravel Journey Planner EuTravel Journey shows: Planner  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price. In this case, the price takes into account ferry, rail, bus and public transportation operators prices. The user confirms the selected option by clicking on the 9 User Select button. The EuTravel Journey Planner updates the planning page showing the complete itinerary. The EuTravel Journey Planner shows a box that recaps the following itinerary-related information: EuTravel Journey 10  Transport modes; Planner  Departure date and time;  Arrival date and time;  Duration;  Overall price. 11 User The user clicks on the proceed button. The EuTravel Journey Planner shows the user the overall travel solution:  Uni-modal legs; EuTravel Journey 12 Planner  Number of passengers;  Overall price (this takes into account prices set-up by transport operators for different passengers categories: elderly, disabled, etc.). The user clicks on the “Book” button to proceed with the 13 User travel solution reservation. The EuTravel Journey Planner shows information on Terms EuTravel Journey and Conditions and Passengers Rights associated to the 14 Planner selected travel solution (as defined by involved transport operator). The EuTravel Journey Planner asks the user to accept the EuTravel Journey 15 Terms and Conditions and Passengers Rights and shows the Planner “Accept” button. The user clicks on the “Accept” button and proceeds to 16 User book the travel solution.

Alternative Flow N.1 This alternative flow is aimed to described the journey planning phase with respect to a group of university students that travels from Rome to Barcelona suburb and inserts the following input parameter (differently from the Main Activity Flow):  Preferred transport mode: “1. Bus”; “2. Ferry”; “3. Car”. This Alternative Flow starts from Step 7 described in the Main Activity Flow

STEP ACTOR ACTIVITY 7 User The user clicks on the first returned travel solution. The EuTravel Journey Planner shows the uni-modal legs composing the multi-modal travel solution, according to the preferences expressed by the user: Leg 1: home address in Rome - Tiburtina Station of Rome, by private car; Leg 2: Tiburtina Station of Rome- Sants Station of Barcelona, by bus provided by Eurolines; Leg 3: Sants Station of Barcelona - Placa Catalonya Metro Station, by Metro TMB; Leg 4: Placa Catalonya Metro Station – university dormitory address in Sabadell (Barcelona suburb), by train provided by 8 EuTravel Journey FGC. Planner For each uni-modal leg, the EuTravel Journey Planner shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price In this case, the price takes into account rail, bus and public transportation operators prices. The user confirms the selected option by clicking on the 9 User Select button.

UC_02_03: Group of university students (aged 20 – 25 years old) planning a door-to-door trip from London suburb to Bruges The following Use case and activity flow are aimed to describe the journey planning phase with respect to a group of university students that travels from London suburb to Bruges and selects in the “Preferred transport modes” field: “1. Ferry”; “2. Plane”; “3. Car”.

USE CASE ID UC_02_03 Group of university students (aged 20 – 25 years old), that prefer a low Title cost travel solution, regardless of the time required to cover the itinerary Context and Objectives This use case aims to show how the EuTravel System can return the user an optimal customised travel solution for the itinerary London suburb – Bruges. Services Scope Journey planning. Pre-conditions The user has already registered to the EuTravel System and has updated his profile related information. Constraints Preferable Browsers: Chrome, Edge, Firefox Optional Browsers: IE10+, Safari Actors User EuTravel Journey Planner Transport Operator GDS User focus group A Group of university students (aged 20 – 25 years old) Door-to-door routes London suburb – Bruges. Specifically, the user leaves from his home in Sutton (London suburb) and arrives to an hotel in Bruges. Transport modes This use case involves user preferred transport modes: 1. Ferry; 2. Plane; 3. Car.

STEP ACTOR ACTIVITY The user opens the EuTravel System and lands on the 1 User Welcome screen. The user inserts the following trip information:  Point of departure: the EuTravel Journey Planner recognizes the “current user location” as the point of departure; 2 User  Point of destination: the user inserts the hotel address in Bruges;  Date: the user inserts the date of departure;  Adults: the user selects the option “5”;  Direct or return: the user selects the option “direct”. 3 User The user clicks on the Plan button. The EuTravel Journey Planner shows the user the planning page, indicating:  Point and date of departure;  Point and date of destination; EuTravel Journey 4  The number of possible travel solutions for the Planner itinerary (these have been already screened, based on user profile and preferences, among all existing travel solutions). The planning page also shows a map that highlights the point of departure and the point of arrival. In the planning page, the user has the possibility to add intermediate stops to the itinerary. 5 User The user does not add any intermediate stop and clicks on the confirm button to proceed and display travel solutions. 6 EuTravel Journey The EuTravel Journey Planner returns the user a list of Planner possible travel solutions for the itinerary. Travel solutions are ranked based on user preferences and parameters. In the case of a group of university students, travel solutions will be ranked according to the following priority: price ordering (cheaper solutions first). For each travel solutions the EuTravel Journey Planner shows the following information:  Overall price;  Overall duration (in hours and minutes);  Number and type of different transport modes included in the travel solution. For each travel solution, the EuTravel Journey Planner gives the user the possibility to click on the travel solutions to get more details and for each travel solution shows the “Select” button to allow the user to choose the travel solution. The EuTravel Journey Planner also gives the user the possibility to filter travel solutions by transport mode (plane, train, bus ferry, drive). For instance, if the user selects “plane”, the EuTravel Journey Planner will only display plane-based travel solutions. 7 User The user clicks on the first returned travel solution. The EuTravel Journey Planner shows the uni-modal legs composing the multi-modal travel solution, according to the preferences expressed by the user: Leg 1: home address in Sutton (London suburb) – Victoria Train Station London, by private car; Leg 2: Victoria Train Station London - Dover Priory station, by train; Leg 3: Dover Priory station – Dover harbor, by local transport; Leg 4: Dover harbour - Calais harbor, by DFDS ferry; Leg 5: Calais – hotel address in Bruges, by train. For each uni-modal leg, the EuTravel Journey Planner 8 shows: EuTravel Journey  Departure and Arrival Date and Time; Planner  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price. In this case, the price takes into account rail, ferry and public transportation operators prices. The user confirms the selected option by clicking on the 9 User Select button. The EuTravel Journey Planner updates the planning page showing the complete itinerary. The EuTravel Journey Planner shows a box that recaps the following itinerary-related information: EuTravel Journey 10  Transport modes; Planner  Departure date and time;  Arrival date and time;  Duration;  Overall price. 11 User The user clicks on the proceed button. The EuTravel Journey Planner shows the user the overall travel solution:  Uni-modal legs; EuTravel Journey 12 Planner  Number of passengers;  Overall price (this takes into account prices set-up by transport operators for different passengers categories: elderly, disabled, etc.). The user clicks on the “Book” button to proceed with the 13 User travel solution reservation. The EuTravel Journey Planner shows information on Terms EuTravel Journey and Conditions and Passengers Rights associated to the 14 Planner selected travel solution (as defined by involved transport operator). The EuTravel Journey Planner asks the user to accept the EuTravel Journey 15 Terms and Conditions and Passengers Rights and shows the Planner “Accept” button. The user clicks on the “Accept” button and proceeds to 16 User book the travel solution.

Alternative Flow N.1 This alternative flow is aimed to described the journey planning phase with respect to a group of university students that travels from London suburb to Bruges and inserts the following input parameter (differently from the Main Activity Flow):

 Preferred Transport modes: “1. Plane”; “2. Train”. This Alternative Flow starts from Step 7 described in the Main Activity Flow

STEP ACTOR ACTIVITY 7 User The user clicks on the first returned travel solution. The EuTravel Journey Planner shows the uni-modal legs 8 composing the multi-modal travel solution, according to the preferences expressed by the user: EuTravel Journey Leg 1: home address in Sutton (London suburb) - Heathrow Planner Airport of London, by train; Leg 2: Heathrow Airport of London - Ostenda-Bruges Airport of Bruges, by plane; Leg 3: Ostenda-Bruges Airport of Bruges – hotel address in Bruges, by public transportation. For each uni-modal leg, the EuTravel Journey Planner shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price In this case, the price takes into account rail, airline and public transportation operators prices. The user confirms the selected option by clicking on the 9 User Select button.

Post-conditions

UC_02_04: Group of university students (aged 20 – 25 years old) planning a door-to-door trip from Brussels to Oslo

USE CASE ID UC_02_04 Group of university students (aged 20 – 25 years old), that prefer a low Title cost travel solution, regardless of the time required to cover the itinerary Context and Objectives This use case aims to show how the EuTravel System can return the user an optimal customised travel solution for the itinerary Brussels – Oslo. Services Scope Journey planning. Pre-conditions The user has already registered to the EuTravel System and has updated his profile related information. Constraints Preferable Browsers: Chrome, Edge, Firefox Optional Browsers: IE10+, Safari Actors User EuTravel Journey Planner Transport Operator GDS User focus group A Group of university students (aged 20 – 25 years old) Door-to-door routes Brussels - Oslo. Specifically, the user leaves from his home in Brussels and arrives to a friend’s house in Oslo. Transport modes This use case involves user preferred transport modes: 1. Bus; 2. Train.

STEP ACTOR ACTIVITY The user opens the EuTravel System and lands on the 1 User Welcome screen. The user inserts the following trip information:  Point of departure: the EuTravel Journey Planner recognizes the “current user location” as the point of departure;  Point of destination: the user inserts the friend’s 2 User house address;  Date: the user inserts the date of departure;  Adults: the user selects the option “5”;  Direct or return: the user selects the option “return”. 3 User The user clicks on the Plan button. The EuTravel Journey Planner shows the user the planning page, indicating:  Point and date of departure;  Point and date of destination; EuTravel Journey 4  The number of possible travel solutions for the Planner itinerary (these have been already screened, based on user profile and preferences, among all existing travel solutions). The planning page also shows a map that highlights the point of departure and the point of arrival. In the planning page, the user has the possibility to add intermediate stops to the itinerary. 5 User The user does not add any intermediate stop and clicks on the confirm button to proceed and display travel solutions. 6 EuTravel Journey The EuTravel Journey Planner returns the user a list of Planner possible travel solutions for the itinerary. Travel solutions are ranked based on user preferences and parameters. In the case of a group of university students, travel solutions will be ranked according to the following priority: price ordering (cheaper solutions first). For each travel solutions the EuTravel Journey Planner shows the following information:  Overall price;  Overall duration (in hours and minutes);  Number and type of different transport modes included in the travel solution. For each travel solution, the EuTravel Journey Planner gives the user the possibility to click on the travel solutions to get more details and for each travel solution shows the “Select” button to allow the user to choose the travel solution. The EuTravel Journey Planner also gives the user the possibility to filter travel solutions by transport mode (plane, train, bus ferry, drive). For instance, if the user selects “plane”, the EuTravel Journey Planner will only display plane-based travel solutions. 7 User The user clicks on the first returned travel solution. The EuTravel Journey Planner shows the uni-modal legs composing the multi-modal travel solution, according to the preferences expressed by the user: Leg 1: home address in Brussels – Brussels Bus Station, by train; Leg 2: Brussel NOORD Coach Station of Brussels - Galer Oslo Busstn Coach Station of Oslo, by bus provided by Eurolines; Leg 3: Galer Oslo Busstn Coach Station of Oslo – friend’s house address in Oslo, by public transportation. Return: Leg 1: friend’s house address in Oslo - Galer Oslo Busstn Coach Station of Oslo, by public transportation; Leg 2: Galer Oslo Busstn Coach Station of Oslo - Brussel NOORD Coach Station of Brussels, by bus provided by Eurolines. 8 Leg 3: Brussels Bus Station - home address in Brussels, by EuTravel Journey train; Planner For each uni-modal leg, the EuTravel Journey Planner shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price. In this case, the price takes into account rail, bus and public transportation operators prices. The user confirms the selected option by clicking on the 9 User Select button. 10 EuTravel Journey The EuTravel Journey Planner updates the planning page Planner showing the complete itinerary. The EuTravel Journey Planner shows a box that recaps the following itinerary-related information:  Transport modes;  Departure date and time;  Arrival date and time;  Duration;  Overall price. 11 User The user clicks on the proceed button. The EuTravel Journey Planner shows the user the overall travel solution:  Uni-modal legs; EuTravel Journey 12 Planner  Number of passengers;  Overall price (this takes into account prices set-up by transport operators for different passengers categories: elderly, disabled, etc.). The user clicks on the “Book” button to proceed with the 13 User travel solution reservation. The EuTravel Journey Planner shows information on Terms EuTravel Journey and Conditions and Passengers Rights associated to the 14 Planner selected travel solution (as defined by involved transport operator). The EuTravel Journey Planner asks the user to accept the EuTravel Journey 15 Terms and Conditions and Passengers Rights and shows the Planner “Accept” button. The user clicks on the “Accept” button and proceeds to 16 User book the travel solution.

Alternative Flow N.1 This alternative flow is aimed to described the journey planning phase with respect to a group of university students that travels from Brussels to Oslo and inserts the following input parameter (differently from the Main Activity Flow):  The user decides to display only travel solutions based on train. Thus he clicks on the train icon.

STEP ACTOR ACTIVITY The user decides to display only travel solutions based on 7 User train. Thus he clicks on the train icon. The EuTravel Journey Planner shows the uni-modal legs 8 composing the multi-modal travel solution, according to the preferences expressed by the user: EuTravel Journey Leg 1: home address in Brussels - Brussels Train Station, by Planner public transportation; Leg 2: Brussels Train Station - Hannover Train Station, by train; Leg 3: Hannover Train Station in Germany - Helsingborg C Train Station In Sweden, by train; Leg 4: Helsingborg C Train Station in Sweden - Oslo Train Station, by train; Leg 5: Oslo Train Station – friend’s house address, by public transportation. Return: Leg 1: friend’s house address - Oslo Train Station, by public transportation; Leg 2: Oslo Train Station - Helsingborg C Train Station in Sweden, by train; Leg 3: Helsingborg C Train Station In Sweden - Hannover Train Station in Germany, by train; Leg 4: Hannover Train Station - Brussels Train Station, by train; Leg 5: Brussels Train Station - home address in Brussels, by public transportation. For each uni-modal leg, the EuTravel Journey Planner shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price In this case, the price takes into account rail and public transportation operators prices. The user confirms the selected option by clicking on the 9 User Select button.

12.2 Family of adults and two children UC_03_02: Family of adults and two children planning a door-to-door trip from Rome to Barcelona suburb The following Use case is aimed to describe the journey planning phase with respect to a family of adults with two children that travels from Rome to Barcelona suburb and selects in the “Preferred transport modes” field: “1. Train”; “2. Plane”; “3. Car”.

USE CASE ID UC_03_02 Family of adults and 2 children, that prefer a comfortable and as much as Title possible low cost travel solution. Context and Objectives This use case aims to show how the EuTravel System can return the user an optimal customised travel solution for the itinerary Rome – Barcelona suburb. Services Scope Journey planning. Pre-conditions The user has already registered to the EuTravel System and has updated his profile related information. Constraints Preferable Browsers: Chrome, Edge, Firefox Optional Browsers: IE10+, Safari Actors User EuTravel Journey Planner Transport Operator GDS User focus group A family of adults and 2 children Door-to-door routes Rome – Barcelona suburb. Specifically, the user leaves from his home in Rome and arrives to an hotel in Barcelona suburb. Transport modes This use case involves user preferred transport modes: 1. Train; 2. Plane; 3. Car.

STEP ACTOR ACTIVITY The user opens the EuTravel System and lands on the 1 User Welcome screen. The user inserts the following trip information:  Point of departure: the EuTravel Journey Planner recognizes the “current user location” as the point of departure;  Point of destination: the user inserts the hotel 2 User address;  Date: the user inserts the date of departure;  Adults: the user selects the option “2”;  Children: the user selects the option “2”;  Direct or return: the user selects the option “direct”. 3 User The user clicks on the Plan button. The EuTravel Journey Planner shows the user the planning page, indicating:  Point and date of departure;  Point and date of destination; EuTravel Journey 4  The number of possible travel solutions for the Planner itinerary (these have been already screened, based on user profile and preferences, among all existing travel solutions). The planning page also shows a map that highlights the point of departure and the point of arrival. In the planning page, the user has the possibility to add intermediate stops to the itinerary. 5 User The user does not add any intermediate stop and clicks on the confirm button to proceed and display travel solutions. The EuTravel Journey Planner returns the user a list of possible travel solutions for the itinerary. Travel solutions are ranked based on user preferences and parameters. In the case of a family of adults and 2 children, travel solutions will be ranked according to the following priorities: comfort level; price ordering (first the cheaper solutions). For each travel solutions the EuTravel Journey Planner shows the following information:  Overall price; EuTravel Journey  Overall duration (in hours and minutes); 6 Planner  Number and type of different transport modes included in the travel solution. For each travel solution, the EuTravel Journey Planner gives the possibility to the user to click on the travel solutions to get more details and for each travel solution shows the “Select” button to allow the user to choose the travel solution. The EuTravel Journey Planner also gives the user the possibility to filter travel solutions by transport mode (plane, train, bus ferry, drive). For instance, if the user selects “plane”, the EuTravel Journey Planner will only display plane-based travel solutions. 7 User The user clicks on the first returned travel solution. The EuTravel Journey Planner shows the uni-modal legs composing the multi-modal travel solution, according to the preferences expressed by the user: Leg 1: home address in Rome – Termini Central Station of

8 Rome, by private car; Leg 2: Termini Central Station of Rome - Paris Gare de Lyon, by train provided by Trenitalia; Leg 3: Paris Gare de Lyon - Sants Station of Barcelona, by train operated by Renfe; Leg 4: Sants Station of Barcelona - Placa Catalonya Metro Station, by Metro TMB; Leg 5: Placa Catalonya Metro Station – hotel address in Sabadell (Barcelona suburb), by train provided by FGC For each uni-modal leg, the EuTravel Journey Planner EuTravel Journey shows: Planner  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price. In this case, the price takes into account rail and public transportation operators prices The user confirms the selected option by clicking on the 9 User Select button. The EuTravel Journey Planner updates the planning page showing the complete itinerary. The EuTravel Journey Planner shows a box that recaps the following itinerary-related information: EuTravel Journey 10  Transport modes; Planner  Departure date and time;  Arrival date and time;  Duration;  Overall price. 11 User The user clicks on the proceed button. The EuTravel Journey Planner shows the user the overall travel solution:  Uni-modal legs; EuTravel Journey 12 Planner  Number of passengers;  Overall price (this takes into account prices set-up by transport operators for different passengers categories: elderly, disabled, etc.). The user clicks on the “Book” button to proceed with the 13 User travel solution reservation. The EuTravel Journey Planner shows information on Terms EuTravel Journey and Conditions and Passengers Rights associated to the 14 Planner selected travel solution (as defined by involved transport operator). 15 EuTravel Journey The EuTravel Journey Planner asks the user to accept the Terms and Conditions and Passengers Rights and shows the Planner “Accept” button. The user clicks on the “Accept” button and proceeds to 16 User book the travel solution. Possible Alternative Activity Flow

Alternative Flow N.1 This alternative flow is aimed to described the journey planning phase with respect to a family of adults and 2 children that travels from Rome to Barcelona suburb and inserts the following input parameter (differently from the Main Activity Flow):  Preferred transport mode: “1. Ferry”; “2. Train”; “3. Car”.

STEP ACTOR ACTIVITY 7 User The user clicks on the first returned travel solution. The EuTravel Journey Planner shows the uni-modal legs composing the multi-modal travel solution, according to the preferences expressed by the user: Leg 1: home address in Rome - Civitavecchia Port of Rome, by private car; Leg 2: Civitavecchia Port of Rome - Port of Barcelona, by ferry provided by Grimaldi Lines Ferry; Leg 3: Port of Barcelona – hotel address in Sabadell (Barcelona suburb), by private car.

8 For each uni-modal leg, the EuTravel Journey Planner EuTravel Journey shows: Planner  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price In this case, the price takes into account ferry operators transport prices. The user confirms the selected option by clicking on the 9 User Select button.

UC_03_03: Family of adults and two children planning a door-to-door trip from Barcelona suburb to London suburb The following Use case is aimed to describe the journey planning phase with respect to a family of adults with two children that travels from Barcelona suburb to London suburb and inserts the following input parameter “Preferred transport modes”: “1. Train”; “2. Plane”; “3. Car”.

USE CASE ID UC_03_03 Family of adults and 2 children, that prefer a comfortable and as much as Title possible low cost travel solution. Context and Objectives This use case aims to show how the EuTravel Journey Planner can return the user an optimal customised travel solution for the itinerary Barcelona suburb – London suburb. Services Scope Journey planning. Pre-conditions The user has already registered to the EuTravel Journey Planner and has updated his profile related information. Constraints Preferable Browsers: Chrome, Edge, Firefox Optional Browsers: IE10+, Safari Actors User EuTravel Journey Planner Transport Operator GDS User focus group A family of adults and 2 children Door-to-door routes Barcelona suburb – London suburb. Specifically, the user leaves from grandparents house in Barcelona suburb and arrives to his home in London suburb. Transport modes This use case involves user preferred transport modes: 1. Train; 2. Plane; 3. Car.

STEP ACTOR ACTIVITY The user opens the EuTravel Journey Planner and lands on 1 User the Welcome screen. 2 User The user inserts the following trip information:  Point of departure: the EuTravel Journey Planner recognizes the “current user location” as the point of departure;  Point of destination: the user inserts his home address;  Date: the user inserts the date of departure;  Adults: the user selects the option “2”;  Children: the user selects the option “2”;  Direct or return: the user selects the option “return”. 3 User The user clicks on the Plan button. The EuTravel Journey Planner shows the user the planning page, indicating:  Point and date of departure;  Point and date of destination; EuTravel Journey 4  The number of possible travel solutions for the Planner itinerary (these have been already screened, based on user profile and preferences, among all existing travel solutions). The planning page also shows a map that highlights the point of departure and the point of arrival. In the planning page, the user has the possibility to add intermediate stops to the itinerary. 5 User The user does not add any intermediate stop and clicks on the confirm button to proceed and display travel solutions. The EuTravel Journey Planner returns the user a list of possible travel solutions for the itinerary. Travel solutions are ranked based on user preferences and parameters. In the case of a family of adults and 2 children, travel solutions will be ranked according to the following priorities: comfort level; price ordering (first the cheaper solutions) For each travel solutions the EuTravel Journey Planner shows the following information:  Overall price; EuTravel Journey  Overall duration (in hours and minutes); 6 Planner  Number and type of different transport modes included in the travel solution. For each travel solution, the EuTravel Journey Planner gives the possibility to the user to click on the travel solutions to get more details and for each travel solution shows the “Select” button to allow the user to choose the travel solution. The EuTravel Journey Planner also gives the user the possibility to filter travel solutions by transport mode (plane, train, bus ferry, drive). For instance, if the user selects “plane”, the EuTravel Journey Planner will only display plane-based travel solutions. 7 User The user clicks on the first returned travel solution. The EuTravel Journey Planner shows the uni-modal legs composing the multi-modal travel solution, according to the preferences expressed by the user: Leg 1: grandparents’ home address in Sabadell (Barcelona suburb) – Placa Catalonya Metro Station, by train provided by FGC; Leg 2: Placa Catalonya Metro Station - Sants Station of Barcelona, by subway provided by TMB; Leg 3: Sants Train Station of Barcelona - Waterloo Train Station of London, by train; Leg 4: Waterloo Train Station of London – home address in Sutton (London suburb), by train; Return: Leg 1: home address in Sutton (London suburb) - Waterloo Train Station of London, by train; EuTravel Journey 8 Leg 2: Waterloo Train Station of London - Sants Train Station Planner of Barcelona, by train; Leg 3: Sants Station of Barcelona - Placa Catalonya Metro Station, by subway provided by TMB; Leg 4: Placa Catalonya Metro Station - grandparents’ home address in Sabadell (Barcelona suburb), by train provided by FGC. For each uni-modal leg, the EuTravel Journey Planner shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price. In this case, the price takes into account rail and public transportation operators prices The user confirms the selected option by clicking on the 9 User Select button. The EuTravel Journey Planner updates the planning page showing the complete itinerary. The EuTravel Journey Planner shows a box that recaps the following itinerary-related information: EuTravel Journey 10  Transport modes; Planner  Departure date and time;  Arrival date and time;  Duration;  Overall price. 11 User The user clicks on the proceed button. The EuTravel Journey Planner shows the user the overall travel solution:  Uni-modal legs; EuTravel Journey 12 Planner  Number of passengers;  Overall price (this takes into account prices set-up by transport operators for different passengers categories: elderly, disabled, etc.). The user clicks on the “Book” button to proceed with the 13 User travel solution reservation. The EuTravel Journey Planner shows information on Terms EuTravel Journey and Conditions and Passengers Rights associated to the 14 Planner selected travel solution (as defined by involved transport operator). The EuTravel Journey Planner asks the user to accept the EuTravel Journey 15 Terms and Conditions and Passengers Rights and shows the Planner “Accept” button. The user clicks on the “Accept” button and proceeds to 16 User book the travel solution. Possible Alternative Activity Flow

Alternative Flow N.1 This alternative flow is aimed to described the journey planning phase with respect to a family of adults and two children that travels from Barcelona suburb to London suburb and inserts the following input parameter (differently from the Main Activity Flow):  Preferred transport mode: “1. Plane”; “2. Train”; “3. Car”. This Alternative Flow starts from Step 7 described in the Main Activity Flow

STEP ACTOR ACTIVITY

7 User The user clicks on the first returned travel solution. The EuTravel Journey Planner shows the uni-modal legs composing the multi-modal travel solution, according to the preferences expressed by the user: Leg 1: grandparents’ home address in Sabadell (Barcelona suburb) - El Prat Airport of Barcelona, by private car; Leg 2: El Prat Airport of Barcelona - Heathrow Airport of London, by plane; Leg 3: Heathrow Airport of London – home address in Sutton (London suburb), by train; Return: Leg 1: home address in Sutton (London suburb) - Heathrow Airport of London, by train; Leg 2: Heathrow Airport of London - El Prat Airport of 8 EuTravel Journey Barcelona, by plane; Planner Leg 3: El Prat Airport of Barcelona - grandparents’ home address in Sabadell (Barcelona suburb), by private car; For each uni-modal leg, the EuTravel Journey Planner shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price In this case, the price takes into account rail and airline operators transport prices. The user confirms the selected option by clicking on the 9 User Select button.

UC_03_04: Family of adults and two children planning a door-to-door trip from Brussels to Oslo The following Use case is aimed to describe the journey planning phase with respect to a family of adults and two children that travels from Brussels to Oslo and inserts the following input parameters:  Price ordering: the user leaves it blank;  Preferred Transport modes: “1. Train”; “2. Plane”; “3. Car”.

USE CASE ID UC_03_04 Family of adults and two children, that prefer a comfortable and time- Title saving travel solution. Context and Objectives This use case aims to show how the EuTravel System can return the user an optimal customised travel solution for the itinerary Brussels - Oslo. Services Scope Journey planning. Pre-conditions The user has already registered to the EuTravel System and has updated his profile related information. Constraints Preferable Browsers: Chrome, Edge, Firefox Optional Browsers: IE10+, Safari Actors User EuTravel Journey Planner Transport Operator GDS User focus group A family of adults and 2 children Door-to-door routes Brussels – Oslo. Specifically, the user leaves from his home in Brussels and arrives to the grandparents’ home in Oslo. Transport modes This use case involves user preferred transport modes: 1. Train; 2. Plane; 3. Car.

STEP ACTOR ACTIVITY The user opens the EuTravel System and lands on the 1 User Welcome screen. The user inserts the following trip information:  Point of departure: the EuTravel Journey Planner recognizes the “current user location” as the point of departure;  Point of destination: the user inserts the 2 User grandparents’ home address in Oslo;  Date: the user inserts the date of departure;  Adults: the user selects the option “2”;  Children: the user selects the option “2”;  Direct or return: the user selects the option “direct”. 3 User The user clicks on the Plan button. The EuTravel Journey Planner shows the user the planning page, indicating:  Point and date of departure;  Point and date of destination; EuTravel Journey 4  The number of possible travel solutions for the Planner itinerary (these have been already screened, based on user profile and preferences, among all existing travel solutions). The planning page also shows a map that highlights the point of departure and the point of arrival. In the planning page, the user has the possibility to add intermediate stops to the itinerary. 5 User The user does not add any intermediate stop and clicks on the confirm button to proceed and display travel solutions. 6 EuTravel Journey The EuTravel Journey Planner returns the user a list of Planner possible travel solutions for the itinerary. Travel solutions are ranked based on user preferences and parameters. In the case of a family of adults and 2 children, travel solutions will be ranked according to the following priorities: comfort level; preferred transport mode. For each travel solutions the EuTravel Journey Planner shows the following information:  Overall price;  Overall duration (in hours and minutes);  Number and type of different transport modes included in the travel solution. For each travel solution, the EuTravel Journey Planner gives the possibility to the user to click on the travel solutions to get more details and for each travel solution shows the “Select” button to allow the user to choose the travel solution. The EuTravel Journey Planner also gives the user the possibility to filter travel solutions by transport mode (plane, train, bus ferry, drive). For instance, if the user selects “plane”, the EuTravel Journey Planner will only display plane-based travel solutions. 7 User The user clicks on the first returned travel solution. The EuTravel Journey Planner shows the uni-modal legs composing the multi-modal travel solution, according to the preferences expressed by the user: Leg 1: home address in Brussels - Hannover Train Station, by private car; Leg 2: Hannover Train Station in Germany - Helsingborg C Train Station In Sweden, by train; Leg 3: Helsingborg C Train Station in Sweden - Oslo Train Station, by train; EuTravel Journey Leg 4: Oslo Train Station – grandparents’ home address in 8 Oslo, by public transportation. Planner For each uni-modal leg, the EuTravel Journey Planner shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price. In this case, the price takes into account rail and public transportation operators prices The user confirms the selected option by clicking on the 9 User Select button. The EuTravel Journey Planner updates the planning page showing the complete itinerary. The EuTravel Journey Planner shows a box that recaps the following itinerary-related information: EuTravel Journey 10  Transport modes; Planner  Departure date and time;  Arrival date and time;  Duration;  Overall price. 11 User The user clicks on the proceed button. 12 EuTravel Journey The EuTravel Journey Planner shows the user the overall Planner travel solution:  Uni-modal legs;  Number of passengers;  Overall price (this takes into account prices set-up by transport operators for different passengers categories: elderly, disabled, etc.). The user clicks on the “Book” button to proceed with the 13 User travel solution reservation. The EuTravel Journey Planner shows information on Terms EuTravel Journey and Conditions and Passengers Rights associated to the 14 Planner selected travel solution (as defined by involved transport operator). The EuTravel Journey Planner asks the user to accept the EuTravel Journey 15 Terms and Conditions and Passengers Rights and shows the Planner “Accept” button. The user clicks on the “Accept” button and proceeds to 16 User book the travel solution.

Possible Alternative Activity Flow Alternative Flow N.1 This alternative flow is aimed to described the journey planning phase with respect to a family of adults and two children that travels from Brussels to Oslo and inserts the following input parameter (differently from the Main Activity Flow):

 The user decides to display only travel solutions based on plane. Thus he clicks on the plane icon. This Alternative Flow starts from Step 7 described in the Main Activity Flow

STEP ACTOR ACTIVITY The user decides to display only travel solutions based on 7 User plane. Thus he clicks on the plane icon. The EuTravel Journey Planner shows the uni-modal legs 8 composing the multi-modal travel solution, according to the preferences expressed by the user: EuTravel Journey Leg 1: home address in Brussels - Bruxelles-National Airport Planner in Zaventem, by private car; Leg 2: Bruxelles-National Airport - Oslo-Gardermoen Airport of Oslo, by plane; Leg 3: Oslo-Gardermoen Airport of Oslo – grandparents’ home address, by public transportation. For each uni-modal leg, the EuTravel Journey Planner shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price In this case, the price takes into account airline and public transportation operators transport prices. The user confirms the selected option by clicking on the 9 User Select button.

Post-conditions The user can proceed to book the selected travel solution. 12.3 Travellers with limited mobility

12.3.1 A pregnant mother with small child (e.g. in baby carriage) travelling alone UC_04_02: A pregnant mother with a child planning a door-to-door trip from Rome to Sabadell (Barcelona suburb)

USE CASE ID UC_04_02 Single pregnant mother with a child, planning a door-to-door trip from Title Rome to Barcelona. Context and Objectives This use case aims to show how the EuTravel System can return the user an optimal customised travel solution for the itinerary Rome – Barcelona suburb. Services Scope Journey planning. Pre-conditions The user has already registered to the EuTravel System and has updated his profile related information.

Constraints Preferable Browsers: Chrome, Edge, Firefox Optional Browsers: IE10+, Safari Actors User EuTravel Journey Planner Transport Operator GDS User focus group Single pregnant mother with a child Door-to-door routes Rome – Barcelona suburb. Specifically, the user leaves from her residence in Rome and arrives to her friend’s house in Sabadell (Barcelona suburb) Transport modes This use case involves use preferred transport modes: 1. Plane; 2. Train; 3. Ferry. Main Success Activity Flow

STEP ACTOR ACTIVITY The user opens the EuTravel System and lands on the 1 User Welcome screen. The user inserts the following trip information:  Point of departure: the EuTravel Journey Planner recognizes the “current user location” as the point of departure;  Point of destination: the user inserts friend’s house 2 User address in Sabadell;  Date: the user inserts the date of departure;  Adults: the user selects the option “1”;  Children: the user selects the option “1”  Direct or return: the user selects the option “Direct”. 3 User The user clicks on the Plan button. The EuTravel Journey Planner shows the user the planning page, indicating:  Point and date of departure;  Point and date of destination; EuTravel Journey 4  The number of possible travel solutions for the Planner itinerary (these have been already screened, based on user profile and preferences, among all existing travel solutions). The planning page also shows a map that highlights the point of departure and the point of arrival.

5 User In the planning page, the user has the possibility to add intermediate stops to the itinerary. The user does not add any intermediate stop, since she wants to reach as quickly as possible to her destination and clicks on the confirm button to proceed and display travel solutions. 6 EuTravel Journey The EuTravel Journey Planner returns the user a list of Planner possible travel solutions for the itinerary. Travel solutions are ranked based on user preferences and parameters. In the case of the single pregnant mother with a child, travel solutions will be ranked according to the following priorities: availability of access for people with mobility restrictions; comfort level. For each travel solutions the EuTravel Journey Planner shows the following information:  Overall price;  Overall duration (in hours and minutes);  Number and type of different transport modes included in the travel solution. For each travel solution, the EuTravel Journey Planner gives the possibility to the user to click on the travel solutions to get more details and for each travel solution shows the “Select” button to allow the user to choose the travel solution. The EuTravel Journey Planner also gives the user the possibility to filter travel solutions by transport mode (plane, train, bus ferry). For instance, if the user selects “plane”, the EuTravel Journey Planner will only display plane-based travel solutions. 7 User The user clicks on the first returned travel solution. 8 EuTravel Journey The EuTravel Journey Planner shows the uni-modal legs Planner composing the multi-modal travel solution, based on plane (according to the preferences expressed by the user): Leg 1: residence address – Fiumicino airport of Rome, by Trenitalia regional train; Leg 2: Fiumicino airport of Rome – El-prat airport of Barcelona, by plane. Leg 3: El-prat airport of Barcelona – friend’s house address in Sabadell (Barcelona suburb), by public transportation. For each uni-modal leg, the EuTravel Journey Planner shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price. In this specific case, the price takes into account airline, rail and public transportation operator special tariffs for children (if available). 9 User The user confirms the selected option by clicking on the Select button. 10 EuTravel Journey The EuTravel Journey Planner updates the planning page Planner showing the complete itinerary. The EuTravel Journey Planner shows a box that recaps the following itinerary-related information:  Transport modes;  Departure date and time;  Arrival date and time;  Duration;  Overall price. 11 User The user clicks on the proceed button. 12 EuTravel Journey The EuTravel Journey Planner shows the user the overall Planner travel solution:  Uni-modal legs;  Number of passengers;  Overall price (this takes into account prices set-up by transport operators for different passengers categories: elderly, infirm, disabled, infants, children, etc.). 13 User The user clicks on the “Book” button to proceed with the travel solution reservation. 14 EuTravel Journey The EuTravel Journey Planner shows information on Terms Planner and Conditions and Passengers Rights associated to the selected travel solution (as defined by involved transport operator). 15 EuTravel Journey The EuTravel Journey Planner asks the user to accept the Planner Terms and Conditions and Passengers Rights and shows the “Accept” button. 16 User The user clicks on the “Accept” button and proceeds to book the travel solution.

Possible Alternative Activity Flow Alternative Flow N.1 This alternative flow is aimed to described the journey planning phase with respect to a pregnant woman with a child that travels from Rome to Barcelona suburb and inserts the following input parameters (differently from the Main Activity Flow):  Preferred transportation mode: “1. Train”; “2. Plane”; “3. Ferry”.  Price ordering: cheaper solutions first. This Alternative Flow starts from Step 7 described in the Main Activity Flow.

STEP ACTOR ACTIVITY 7 User The user clicks on the first returned travel solution. 8 EuTravel Journey The EuTravel Journey Planner shows the uni-modal legs Planner composing the multi-modal travel solution: Leg 1: residence address – Termini Central Station of Rome, by public transportation; Leg 2: Termini Central Station of Rome - Paris Gare de Lyon, by train provided by Trenitalia; Leg 3: Paris Gare de Lyon - Sants Station of Barcelona, by train operated by Renfe; Leg 4: Sants Station of Barcelona - Placa Catalonya Metro Station, by Metro TMB; Leg 5: Placa Catalonya Metro Station – friend’s house address in Sabadell (Barcelona suburb), by train provided by FGG For each uni-modal leg, the EuTravel Journey Planner shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price. In this specific case, the price takes into account rail and public transportation operator special tariffs for children (if available).

9 User The user returns to the list of travel solution to check other proposed travel solutions. 10 User The user clicks on the “Select” button corresponding to the second returned travel solution. 11 EuTravel Journey The EuTravel Journey Planner shows the uni-modal legs Planner composing the multi-modal travel solution. Legs are the same as described in the first returned travel solution. However the departure and arrival time differ since the mother may select to travel late in the afternoon in order her child to rest during their travel. She might also choose to travel early in the morning in order to reach their destination before night. In both cases, there is a minor difference in the overall price. 12 User The user confirms the second selected travel solution by clicking on the Select button.

Post-conditions The user can proceed to book the selected travel solution. UC_04_03: A pregnant mother with a child planning a door-to-door trip from Barcelona suburb to London suburb

USE CASE ID UC_04_03 A pregnant mother with a child, planning a door-to-door trip from Title Barcelona to London. Context and Objectives This use case aims to show how the EuTravel System can return the user an optimal customised travel solution for the itinerary Barcelona suburb – London suburb Services Scope Journey planning. Pre-conditions The user has already registered to the EuTravel System and has updated his profile related information.

Constraints Preferable Browsers: Chrome, Edge, Firefox Optional Browsers: IE10+, Safari Actors User EuTravel Journey Planner Transport Operator GDS User focus group Single pregnant mother with a child Door-to-door routes Barcelona suburb – London suburb. Specifically, the user leaves from her home in Sabadell (Barcelona suburb) and arrives to an hotel in Sutton (London suburb). Transport modes This use case involves user preferred transport modes: 1. Plane; 2. Train; 3. Ferry Main Activity Flow

STEP ACTOR ACTIVITY The user opens the EuTravel System and lands on the 1 User Welcome screen. The user inserts the following trip information:  Point of departure: the EuTravel Journey Planner recognizes the “current user location” as the point of departure;  Point of destination: the user inserts the hotel 2 User address in Sutton (London suburb);  Date: the user inserts the date of departure;  Adults: the user selects the option “1”;  Children: the user selects the option “1”  Direct or return: the user selects the option “direct”. 3 User The user clicks on the Plan button. The EuTravel Journey Planner shows the user the planning page, indicating:  Point and date of departure;  Point and date of destination; EuTravel Journey 4  The number of possible travel solutions for the Planner itinerary (these have been already screened, based on user profile and preferences, among all existing travel solutions). The planning page also shows a map that highlights the point of departure and the point of arrival. In the planning page, the user has the possibility to add intermediate stops to the itinerary. 5 User The user does not add any intermediate stop and proceeds to the display of the available travel solutions.

6 EuTravel Journey Planner The EuTravel Journey Planner returns the user a list of possible travel solutions for the itinerary. Travel solutions are ranked based on user preferences and parameters. In the case of a single mother with a child, travel solutions will be ranked according to the mobility restrictions priority. For each travel solutions the EuTravel Journey Planner shows the following information:

 Overall price;

 Overall duration (in hours and minutes);

 Number and type of different transport modes included in the travel solution. For each travel solution, the EuTravel Journey Planner gives the possibility to the user to click on the travel solutions to get more details and for each travel solution shows the “Select” button to allow the user to choose the travel solution. The EuTravel Journey Planner also gives the user the possibility to filter travel solutions by transport mode (plane, train, bus ferry). For instance, if the user selects “plane”, the EuTravel Journey Planner will only display plane-based travel solutions. 7 User The user clicks on the first returned travel solution. The EuTravel Journey Planner shows the uni-modal legs composing the multi-modal travel solution, based on plane (according to the preferences expressed by the user): Leg 1: User address in Sabadell (Barcelona suburb) – Placa Catalonya Metro Station, by FGC train; Leg 2: Placa Catalonya Metro Station - El Prat Airport of Barcelona, by train provided by RENFE - RENFE; Leg 3: El Prat Airport of Barcelona – Heathrow Airport of London, by plane. Leg 4: Heathrow Airport of London – hotel address in EuTravel Journey Sutton (London suburb), by train. 8 Planner For each uni-modal leg, the EuTravel System shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price. In this specific case, the price takes into account airline and rail operator special tariffs for children (if available). The user confirms the selected option by clicking on the 9 User Select button. The EuTravel Journey Planner updates the planning page showing the complete itinerary. The EuTravel Journey Planner shows a box that recaps the following information related to the chosen itinerary: EuTravel Journey 10  Transport modes; Planner  Departure date and time;  Arrival date and time;  Duration;  Overall price. 11 User The user clicks on the Proceed button. 12 EuTravel Journey The EuTravel Journey Planner shows the user the overall Planner travel solution: Uni-modal legs; Number of passengers; Overall price (this takes into account prices set-up by transport operators for different passengers categories: elderly, disabled, infants, children, etc.). The user clicks on the “Book” button to proceed with the 13 User travel solution reservation. The EuTravel Journey Planner shows information on Terms EuTravel Journey and Conditions and Passengers Rights associated to the 14 Planner selected travel solution (as defined by involved transport operator). The EuTravel Journey Planner asks the user to accept the EuTravel Journey 15 Terms and Conditions and Passengers Rights and shows the Planner “Accept” button. The user clicks on the “Accept” button and proceeds to 16 User book the travel solution.

Possible Alternative Activity Flow Alternative Flow N.1 This alternative flow is aimed to described the journey planning phase with respect to a pregnant woman with a child that travels from Barcelona suburb to London suburb and inserts the following input parameters (differently from the Main Activity Flow):  Preferred Transport modes: “1. Train”; “2. Plane”; “3. Ferry”.  Carbon footprint: the user selects the option “Medium carbon emission”.  The user decides to display only travel solutions based on train. Thus she clicks on the train icon.

This Alternative Flow starts from Step 7 described in the Main Activity Flow.

STEP ACTOR ACTIVITY The user decides to display only travel solutions based on 7 User train. Thus she clicks on the train icon. 8 EuTravel Journey The EuTravel Journey Planner shows the uni-modal legs Planner composing the multi-modal travel solution: Leg 1: user address in Sabadell (Barcelona suburb) – Placa Catalonya Metro Station, by FGC train; Leg 2: Placa Catalonya Metro Station - Sants Station of Barcelona, by subway provided by TMB; Leg 3: Sants Train Station of Barcelona - Waterloo Train Station of London, by train. Leg 4: Waterloo Train Station of London – hotel address in Sutton, by train. For each uni-modal leg, the EuTravel Journey Planner shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price. In this specific case, the price takes into account rail and public transportation operator special tariffs for children (if available).

The user returns to the list of travel solution to check other proposed travel 9 User solutions. The user clicks on the “Select” button corresponding to the 10 User second returned travel solution. The EuTravel Journey Planner shows the uni-modal legs composing the multi-modal travel solution. Legs are the same as described in the first returned travel solution. However: EuTravel Journey 11  Planner departure and arrival time differ (for instance, the user may select travel solutions departing early in the morning or late in the afternoon in order to not waste time during the day);  there is a minor difference in the overall price. The user confirms the second selected travel solution by 12 User clicking on the Select button.

Post-conditions The user can proceed to book the selected travel solution. UC_04_04: A pregnant mother with a child planning a door-to-door trip from London suburb to Bruges The following Use case is aimed to describe the journey planning phase with respect to a single pregnant mother with a child that travels from London suburb to Bruges and inserts the following input parameter in the “Preferred transport modes” field: “1. Plane”; “2. Train”; “3. Car”.

USE CASE ID UC_04_04 A pregnant mother with a child, planning a door-to-door trip from Title London suburb to Bruges. Context and Objectives This use case aims to show how the EuTravel System can return the user an optimal customised travel solution for the itinerary London suburb – Bruges. Services Scope Journey planning. Pre-conditions The user has already registered to the EuTravel System and has updated his profile related information.

Constraints Preferable Browsers: Chrome, Edge, Firefox Optional Browsers: IE10+, Safari Actors User EuTravel Journey Planner Transport Operator GDS User focus group Single pregnant mother with a child Door-to-door routes London suburb – Bruges. Specifically, the user leaves from her hotel in Sutton (London suburb) and arrives to her family house in Bruges Transport modes This use case involves user preferred transport modes: 1. Plane; 2. Train; 3. Car

Main Success Activity Flow STEP ACTOR ACTIVITY The user opens the EuTravel System and lands on the 1 User Welcome screen. The user inserts the following trip information:  Point of departure: the EuTravel Journey Planner recognizes the “current user location” as the point of departure;  Point of destination: the user inserts the family 2 User house address in Bruges;  Date: the user inserts the date of departure;  Adults: the user selects the option “1”;  Children: the user selects the option “1”  Direct or return: the user selects the option “direct”. 3 User The user clicks on the Plan button. The EuTravel Journey Planner shows the user the planning page, indicating:  Point and date of departure;  Point and date of destination; EuTravel Journey 4  The number of possible travel solutions for the Planner itinerary (these have been already screened, based on user profile and preferences, among all existing travel solutions). The planning page also shows a map that highlights the point of departure and the point of arrival. In the planning page, the user has the possibility to add intermediate stops to the itinerary. 5 User The user does not add any intermediate stop and clicks on the confirmation button to proceed and display travel solutions.

6 EuTravel Journey Planner The EuTravel Journey Planner returns the user a list of possible travel solutions for the itinerary. Travel solutions are ranked based on user preferences and parameters. In the case of a pregnant woman with a child, travel solutions will be ranked according to the following priorities: availability of special seats; comfort level. For each travel solutions the EuTravel Journey Planner shows the following information:

 Overall price;

 Overall duration (in hours and minutes);

 Number and type of different transport modes included in the travel solution. For each travel solution, the EuTravel Journey Planner gives the possibility to the user to click on the travel solutions to get more details and for each travel solution shows the “Select” button to allow the user to choose the travel solution. The EuTravel Journey Planner also gives the user the possibility to filter travel solutions by transport mode (plane, train, bus ferry). For instance, if the user selects “plane”, the EuTravel Journey Planner will only display plane-based travel solutions. 7 User The user clicks on the first returned travel solution. The EuTravel Journey Planner shows the uni-modal legs composing the multi-modal travel solution, based on plane (according to the preferences expressed by the user): Leg 1: hotel address – Heathrow Airport of London, by private car; Leg 2: Heathrow Airport of London - Ostenda-Bruges Airport of Bruges, by plane; Leg 3: Ostenda-Bruges Airport of Bruges – family house address, by public transportation. EuTravel Journey 8 For each uni-modal leg, the EuTravel Journey Planner Planner shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price. In this specific case, the price takes into account airline operator special tariffs for children (if available). The user confirms the selected option by clicking on the 9 User Select button. The EuTravel Journey Planner updates the planning page showing the complete itinerary. The EuTravel Journey Planner shows a box that recaps the following itinerary-related information: EuTravel Journey 10  Transport modes; Planner  Departure date and time;  Arrival date and time;  Duration;  Overall price. 11 User The user clicks on the proceed button. The EuTravel Journey Planner shows the user the overall travel solution:  Uni-modal legs; EuTravel Journey 12 Planner  Number of passengers;  Overall price (this takes into account prices set-up by transport operators for different passengers categories: elderly, infirm, disabled, etc.). The user clicks on the “Book” button to proceed with the 13 User travel solution reservation. The EuTravel Journey Planner shows information on Terms EuTravel Journey and Conditions and Passengers Rights associated to the 14 Planning selected travel solution (as defined by involved transport operator). The EuTravel Journey Planner asks the user to accept the EuTravel Journey 15 Terms and Conditions and Passengers Rights and shows the Planner “Accept” button. The user clicks on the “Accept” button and proceeds to 16 User book the travel solution.

Possible Alternative Activity Flow Alternative Flow N.1 This alternative flow is aimed to described the journey planning phase with respect to a pregnant woman with a child that travels from London suburb to Bruges and inserts the following input parameters (differently from the Main Activity Flow):  Preferred Transport modes: “1. Train”; “2. Plane”; “3. Car”.  Carbon footprint: the user selects the option “Medium carbon emission”.  The user decides to display only travel solutions based on train. Thus she clicks on the train icon. This Alternative Flow starts from Step 7 described in the Main Activity Flow.

STEP ACTOR ACTIVITY The user decides to display only travel solutions based on 7 User train. Thus she clicks on the train icon. 8 EuTravel Journey The EuTravel Journey Planner shows the uni-modal legs Planner composing the multi-modal travel solution: Leg 1: hotel address in Sutton (London suburb) – St Pancras Train Station of London, by private car; Leg 2: St Pancras Train Station of London - Brux.Midi/Bruss.Zuid Station, by train. Leg 3: Brux.Midi/Bruss.Zuid Train Station - Bruxelles Midi Train Station, by local public transportation; Leg 4: Bruxelles Midi Train Station- family house address in Bruges, by train.

For each uni-modal leg, the EuTravel Journey Planner shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price. In this specific case, the price takes into account rail and public transportation operators special tariffs for children (if available).

The user returns to the list of travel solution to check other proposed travel 9 User solutions. The user clicks on the “Select” button corresponding to the 10 User second returned travel solution. The EuTravel Journey Planner shows the uni-modal legs composing the multi-modal travel solution. Legs are the same as described in the first returned travel solution. However: EuTravel Journey 11  Planner departure and arrival time differ (for instance, the user may select travel solutions departing early in the morning or late in the afternoon in order to not waste time during the day);  there is a minor difference in the overall price. The user confirms the second selected travel solution by 12 User clicking on the Select button.

Post-conditions

12.3.2 An infirm couple UC_05_02: Infirm couple planning a door-to-door trip from Rome to Sabadell (Barcelona suburb) The following Use case is aimed to describe the journey planning phase with respect to an infirm couple that travels from Rome to Barcelona suburb and inserts the following input parameter in the “Preferred transport modes” field: “1. Ferry”; “2. Plane”; “3. Car”. USE CASE ID UC_05_02 Infirm couple planning a door-to-door trip from Rome to Barcelona Title suburb Context and Objectives This use case aims to show how the EuTravel System can return the user an optimal customised travel solution for the itinerary Rome – Barcelona suburb. Services Scope Journey planning. Pre-conditions The user has already registered to the EuTravel System and has updated his profile related information. Constraints Preferable Browsers: Chrome, Edge, Firefox Optional Browsers: IE10+, Safari Actors User EuTravel Journey Planner Transport Operator GDS User focus group An Infirm couple over 65 years old Door-to-door routes Rome – Barcelona suburb. Specifically, the user leaves from his home in Rome and arrives to a friend’s house in Sabadell (Barcelona suburb) Transport modes This use case involves user preferred transport modes: 1. Ferry; 2. Plane; 3. Car

STEP ACTOR ACTIVITY The user opens the EuTravel System and lands on the 1 User Welcome screen. The user inserts the following trip information:  Point of departure: the EuTravel Journey Planner recognizes the “current user location” as the point of departure; 2 User  Point of destination: the user inserts the friend’s house address in Sabadell;  Date: the user inserts the date of departure;  Adults: the user selects the option “2”;  Direct or return: the user selects the option “direct”. 3 User The user clicks on the Plan button. 4 EuTravel Journey The EuTravel Journey Planner shows the user the planning Planner page, indicating:  Point and date of departure;  Point and date of destination;  The number of possible travel solutions for the itinerary (these have been already screened, based on user profile and preferences, among all existing travel solutions). The planning page also shows a map that highlights the point of departure and the point of arrival. In the planning page, the user has the possibility to add intermediate stops to the itinerary. 5 User The user does not add any intermediate stop and clicks on the confirm button to proceed and display travel solutions. The EuTravel Journey Planner returns the user a list of possible travel solutions for the itinerary. Travel solutions are ranked based on user preferences and parameters. In the case of an infirm couple, travel solutions will be ranked according to the following priorities: availability of access for disabled people; availability of special seats, travel duration ordering; comfort level. For each travel solutions the EuTravel Journey Planner shows the following information:  Overall price; EuTravel Journey 6  Overall duration (in hours and minutes); Planner  Number and type of different transport modes included in the travel solution. For each travel solution, the EuTravel Journey Planner gives the possibility to the user to click on the travel solutions to get more details and for each travel solution shows the “Select” button to allow the user to choose the travel solution. The EuTravel Journey Planner also gives the user the possibility to filter travel solutions by transport mode (plane, train, bus ferry). For instance, if the user selects “plane”, the EuTravel Journey Planner will only display plane-based travel solutions. 7 User The user clicks on the first returned travel solution. 8 EuTravel Journey The EuTravel Journey Planner shows the uni-modal legs Planner composing the multi-modal travel solution, based on ferry (according to the preferences expressed by the user): Leg 1: User address – Civitavecchia port of Rome, by public transport; Leg 2: Civitavecchia Port of Rome - Port of Barcelona, by Grimaldi ferry. Leg 3: Port of Barcelona – friend’s home address in Sabadell (Barcelona suburb), by public transport. For each uni-modal leg, the EuTravel Journey Planner shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Availability of special seats for infirm persons;  Overall price. In this specific case, the price takes into account ferry and public transportation operator special tariffs for elderly / infirm people (if available) and also includes: cabin accommodation fee, special seats fee. The user confirms the selected option by clicking on the 9 User Select button. The EuTravel Journey Planner updates the planning page showing the complete itinerary. The EuTravel Journey Planner shows a box that recaps the following itinerary-related information: EuTravel Journey 10  Transport modes; Planner  Departure date and time;  Arrival date and time;  Duration;  Overall price. 11 User The user clicks on the proceed button. The EuTravel Journey Planner shows the user the overall travel solution:  Uni-modal legs; EuTravel Journey 12 Planner  Number of passengers;  Overall price (this takes into account prices set-up by transport operators for different passengers categories: elderly, infirm, disabled, etc.). The user clicks on the “Book” button to proceed with the 13 User travel solution reservation. The EuTravel Journey Planner shows information on Terms EuTravel Journey and Conditions and Passengers Rights associated to the 14 Planner selected travel solution (as defined by involved transport operator). The EuTravel Journey Planner asks the user to accept the EuTravel Journey 15 Terms and Conditions and Passengers Rights and shows the Planner “Accept” button. The user clicks on the “Accept” button and proceeds to 16 User book the travel solution.

Alternative Flow N.1 This alternative flow is aimed to described the journey planning phase with respect to an Infirm couple over 65 years old that travels from Rome to Barcelona suburb and inserts the following input parameters (differently from the Main Activity Flow):

 Price ordering: cheaper solutions first;  Carbon footprint: the user selects the option “Medium carbon emission”;  The user decides to display only travel solutions based on plane. Thus he clicks on the plane icon.

STEP ACTOR ACTIVITY The user decides to display only travel solutions based on 7 User plane. Thus he clicks on the plane icon. The EuTravel Journey Planner shows the uni-modal legs composing the multi-modal travel solution: Leg 1: user address – Fiumicino airport of Rome, by Trenitalia regional train; Leg 2: Fiumicino airport of Rome – El-prat airport of Barcelona, by plane. Leg 3: El-prat airport of Barcelona – friend’s house address in Sabadell (Barcelona suburb), by train. For each uni-modal leg, the EuTravel Journey Planner EuTravel Journey shows: 8 Planner  Departure and Arrival date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Availability of special seats for infirm persons.  Overall price. In this specific case, the price takes into account rail and airline operators special tariffs for elderly / infirm people (if available). The user confirms the selected option by clicking on the 9 User Select button. The activity flow continues from step 10 as described in the Main Activity Flow.

Post-conditions

UC_05_03: Infirm couple planning a door-to-door trip from Barcelona suburb to London suburb The following Use case is aimed to describe the journey planning phase with respect to an infirm couple that travels from Barcelona suburb to London suburb and inserts the following input parameters:  Preferred transport mode: “1. Train”; “2. Plane”; “3. Car”.  Price ordering: cheaper solutions first.

USE CASE ID UC_06_01 Infirm couple planning a door-to-door trip from Barcelona suburb to Title London suburb Context and Objectives This use case aims to show how the EuTravel System can return the user an optimal customised travel solution for the itinerary Barcelona suburb – London suburb Services Scope Journey planning. Pre-conditions The user has already registered to the EuTravel System and has updated his profile related information. Constraints Preferable Browsers: Chrome, Edge, Firefox Optional Browsers: IE10+, Safari Actors User EuTravel Journey Planner Transport Operator GDS User focus group An Infirm couple over 65 years old Door-to-door routes Barcelona suburb – London suburb. Specifically, the user leaves from his home in Sabadell (Barcelona suburb) and arrives to the son’s house in Sutton (London suburb) Transport modes This use case involves user preferred transport modes: 1. Train; 2. Plane; 3. Car Main Success Activity Flow

STEP ACTOR ACTIVITY The user opens the EuTravel System and lands on the 1 User Welcome screen. The user inserts the following trip information:  Point of departure: the EuTravel Journey Planner recognizes the “current user location” as the point of departure; 2 User  Point of destination: the user inserts the sons house address in Sutton;  Date: the user inserts the date of departure;  Adults: the user selects the option “2”;  Direct or return: the user selects the option “direct”. 3 User The user clicks on the Plan button. The EuTravel Journey Planner shows the user the planning page, indicating:  Point and date of departure;  Point and date of destination; EuTravel Journey 4  The number of possible travel solutions for the Planner itinerary (these have been already screened, based on user profile and preferences, among all existing travel solutions). The planning page also shows a map that highlights the point of departure and the point of arrival. In the planning page, the user has the possibility to add intermediate stops to the itinerary. 5 User The user does not add any intermediate stop and clicks on the circled number to proceed and display travel solutions. 6 EuTravel Journey The EuTravel Journey Planner returns the user a list of Planner possible travel solutions for the itinerary. Travel solutions are ranked based on user preferences and parameters. In the case of an infirm couple, travel solutions will be ranked according to the following priorities: availability of access for disabled people; availability of special seats, travel duration ordering; price ordering. For each travel solutions the EuTravel Journey Planner shows the following information:  Overall price;  Overall duration (in hours and minutes);  Number and type of different transport modes included in the travel solution. For each travel solution, the EuTravel Journey Planner gives the possibility to the user to click on the travel solutions to get more details and for each travel solution shows the “Select” button to allow the user to choose the travel solution. The EuTravel Journey Planner also gives the user the possibility to filter travel solutions by transport mode (plane, train, bus ferry). For instance, if the user selects “plane”, the EuTravel Journey Planner will only display plane-based travel solutions. 7 User The user clicks on the first returned travel solution. The EuTravel Journey Planner shows the uni-modal legs composing the multi-modal travel solution, based on train (according to the preferences expressed by the user): Leg 1: User address in Sabadell (Barcelona suburb) – Sants Train Station of Barcelona, by private car; Leg 2: Sants Train Station of Barcelona - Waterloo Train Station of London, by train; Leg 3: Waterloo Train Station of London – sons house address in Sutton (London suburb), by train. EuTravel Journey 8 For each uni-modal leg, the EuTravel Journey Planner Planner shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price. In this specific case, the price takes into account rail operator special tariffs for elderly / infirm people (if available). The user confirms the selected option by clicking on the 9 User Select button. The EuTravel Journey Planner updates the planning page showing the complete itinerary. The EuTravel Journey Planner shows a box that recaps the following itinerary-related information: EuTravel Journey 10  Transport modes; Planner  Departure date and time;  Arrival date and time;  Duration;  Overall price. 11 User The user clicks on the proceed button. The EuTravel Journey Planner shows the user the overall travel solution:  Uni-modal legs; EuTravel Journey 12 Planner  Number of passengers;  Overall price (this takes into account prices set-up by transport operators for different passengers categories: elderly, infirm, disabled, etc.). The user clicks on the “Book” button to proceed with the 13 User travel solution reservation. The EuTravel Journey Planner shows information on Terms EuTravel Journey and Conditions and Passengers Rights associated to the 14 planner selected travel solution (as defined by involved transport operator). The EuTravel Journey Planner asks the user to accept the EuTravel Journey 15 Terms and Conditions and Passengers Rights and shows the Planner “Accept” button. The user clicks on the “Accept” button and proceeds to 16 User book the travel solution.

Possible Alternative Activity Flow Alternative Flow N.1 This alternative flow is aimed to described the journey planning phase with respect to an Infirm couple over 65 years old that travels from Barcelona suburb to London suburb and inserts the following input parameters (differently from the Main Activity Flow):  The user decides to display only travel solutions based on plane. Thus he clicks on the plane icon. This Alternative Flow starts from Step 7 described in the Main Activity Flow.

STEP ACTOR ACTIVITY The user decides to display only travel solutions based on 7 User plane. Thus he clicks on the plane icon. 8 EuTravel Journey The EuTravel Journey Planner shows the uni-modal legs Planner composing the multi-modal travel solution: Leg 1: user address in Sabadell (Barcelona suburb) – Placa Catalonya Metro Station, by FGC train; Leg 2: Placa Catalonya Metro Station - El Prat Airport of Barcelona, by train provided by RENFE; Leg 3: El Prat Airport of Barcelona - Heathrow Airport of London, by plane; Leg 4: Heathrow Airport of London – sons house in Sutton (London suburb), by train. For each uni-modal leg, the EuTravel Journey Planner shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Availability of special seats for infirm persons.  Overall price. In this specific case, the price takes into account rail and airline operators special tariffs for elderly / infirm people (if available). The user confirms the selected option by clicking on the 9 User Select button. The activity flow continues from step 10 as described in the Main Activity Flow.

Post-conditions

UC_05_04: Infirm couple planning a door-to-door trip from Brussels to Oslo The following Use case is aimed to describe the journey planning phase with respect to an infirm couple that travels from Brussels to Oslo and inserts the following input parameters in the “Preferred transport mode” field : “1. Train”; “2. Plane”; “3. Ferry”.

Title Infirm couple planning a door-to-door trip from Brussels to Oslo Context and Objectives This use case aims to show how the EuTravel System can return the user an optimal customised travel solution for the itinerary Brussels to Oslo Services Scope Journey planning. Pre-conditions The user has already registered to the EuTravel System and has updated his profile related information. Constraints Preferable Browsers: Chrome, Edge, Firefox Optional Browsers: IE10+, Safari Actors User EuTravel Journey Planner Transport Operator GDS User focus group An Infirm couple over 65 years old Door-to-door routes Brussels - Oslo. Specifically, the user leaves from his friend’s house in Brussels and arrives to his home in Oslo Transport modes This use case involves user preferred transport modes: 1. Train; 2. Plane; 3. Ferry.

STEP ACTOR ACTIVITY The user opens the EuTravel System and lands on the 1 User Welcome screen. The user inserts the following trip information:  Point of departure: the EuTravel Journey Planner recognizes the “current user location” as the point of departure; 2 User  Point of destination: the user inserts the home address in Oslo;  Date: the user inserts the date of departure;  Adults: the user selects the option “2”;  Direct or return: the user selects the option “direct”. 3 User The user clicks on the Plan button. The EuTravel Journey Planner shows the user the planning page, indicating:  Point and date of departure;  Point and date of destination; EuTravel Journey 4  The number of possible travel solutions for the Planner itinerary (these have been already screened, based on user profile and preferences, among all existing travel solutions). The planning page also shows a map that highlights the point of departure and the point of arrival. In the planning page, the user has the possibility to add intermediate stops to the itinerary. 5 User The user does not add any intermediate stop and clicks on the confirm button to proceed and display travel solutions. 6 EuTravel Journey The EuTravel Journey Planner returns the user a list of Planner possible travel solutions for the itinerary. Travel solutions are ranked based on user preferences and parameters. In the case of an infirm couple, travel solutions will be ranked according to the following priorities: availability of access for disabled people; availability of special seats; travel duration ordering. For each travel solutions the EuTravel Journey Planner shows the following information:  Overall price;  Overall duration (in hours and minutes);  Number and type of different transport modes included in the travel solution. For each travel solution, the EuTravel Journey Planner gives the possibility to the user to click on the travel solutions to get more details and for each travel solution shows the “Select” button to allow the user to choose the travel solution. The EuTravel Journey Planner also gives the user the possibility to filter travel solutions by transport mode (plane, train, bus ferry). For instance, if the user selects “plane”, the EuTravel Journey Planner will only display plane-based travel solutions. 7 User The user clicks on the first returned travel solution. The EuTravel Journey Planner shows the uni-modal legs composing the multi-modal travel solution, based on train (according to the preferences expressed by the user): Leg 1: friend’s house address in Brussels – Brussels Train Station, by public transportation; Leg 2: Brussels Train Station - Hannover Train Station, by train; Leg 3: Hannover Train Station in Germany - Helsingborg C Train Station In Sweden, by train; Leg 4: Helsingborg C Train Station in Sweden - Oslo Train Station, by train; EuTravel Journey 8 Leg 5: Oslo Train Station – user address, by public Planner transportation. For each uni-modal leg, the EuTravel Journey Planner shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price. In this specific case, the price takes into account rail and public transportation operator special tariffs for elderly / infirm people (if available). The user confirms the selected option by clicking on the 9 User Select button. 10 EuTravel Journey The EuTravel Journey Planner updates the planning page showing the complete itinerary. The EuTravel Journey Planner shows a box that recaps the following itinerary-related information:  Transport modes; Planner  Departure date and time;  Arrival date and time;  Duration;  Overall price. 11 User The user clicks on the proceed button. The EuTravel Journey Planner shows the user the overall travel solution:  Uni-modal legs; EuTravel Journey 12 Planner  Number of passengers;  Overall price (this takes into account prices set-up by transport operators for different passengers categories: elderly, infirm, disabled, etc.). The user clicks on the “Book” button to proceed with the 13 User travel solution reservation. The EuTravel Journey Planner shows information on Terms EuTravel Journey and Conditions and Passengers Rights associated to the 14 Planner selected travel solution (as defined by involved transport operator). The EuTravel Journey Planner asks the user to accept the EuTravel Journey 15 Terms and Conditions and Passengers Rights and shows the Planner “Accept” button. The user clicks on the “Accept” button and proceeds to 16 User book the travel solution.

Possible Alternative Activity Flow Alternative Flow N.1 This alternative flow is aimed to described the journey planning phase with respect to an Infirm couple over 65 years old that travels from Brussels to Oslo and inserts the following input parameters (differently from the Main Activity Flow):  The user decides to display only travel solutions based on plane. Thus he clicks on the plane icon.

STEP ACTOR ACTIVITY The user decides to display only travel solutions based on 7 User plane. Thus he clicks on the plane icon. The EuTravel Journey Planner shows the uni-modal legs composing the multi-modal travel solution: Leg 1: friend’s house address in Brussels - Bruxelles- National Airport in Zaventem, by train; Leg 2: Bruxelles-National Airport - Oslo-Gardermoen Airport of Oslo, by plane; Leg 3: Oslo-Gardermoen Airport of Oslo – user address, by public transportation. For each uni-modal leg, the EuTravel Journey Planner EuTravel Journey shows: 8 Planner  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Availability of special seats for infirm persons;  Overall price. In this specific case, the price takes into account rail, airline and public transportation operators special tariffs for elderly / infirm people (if available). The user returns to the list of travel solution to check other 9 User proposed travel solutions. The user clicks on the “Select” button corresponding to the 10 User second returned travel solution. The EuTravel Journey Planner shows the uni-modal legs composing the multi-modal travel solution. Legs are the same as described in the first returned travel solution. However: EuTravel Journey 11  Planner departure and arrival time differ (for instance, the user may select travel solutions departing early in the morning or late in the afternoon in order to not waste time during the day);  there is a minor difference in the overall price. The user confirms the second selected travel solution by 12 User clicking on the Select button.

Post-conditions The user can proceed to book the selected travel solution. 12.3.3 A wheelchair bound person with carer UC_06_02: Wheelchair-bound person planning a door-to-door trip from Barcelona suburb to London suburb

USE CASE ID UC_06_02 Wheelchair-bound person planning a door-to-door trip from Barcelona Title suburb to London suburb. Context and Objectives This use case aims to show how the EuTravel System can return the user an optimal customised travel solution for the itinerary Barcelona suburb – London suburb. Services Scope Journey planning. Pre-conditions The user has already registered to the EuTravel System and has updated his profile related information. Constraints Preferable Browsers: Chrome, Edge, Firefox Optional Browsers: IE10+, Safari Actors User EuTravel Journey Planner Transport Operator GDS User focus group A wheelchair-bound person with carer. Door-to-door routes Barcelona suburb – London suburb. Specifically, the user leaves from his home in Barcelona suburb and arrives to the hotel in London suburb Transport modes This use case involves user preferred transport modes: 1. Ferry; 2. Plane; 3. Car

Main Activity Flow

STEP ACTOR ACTIVITY The user opens the EuTravel System and lands on the 1 User Welcome screen. 2 User The user inserts the following trip information:  Point of departure: the EuTravel Journey Planner recognizes the “current user location” as the point of departure;  Point of destination: the user inserts the hotel address in Sutton (London suburb);  Departure Date: the user inserts the date of departure;  Adults: the user selects the option “2”;  Direct or return: the user selects the option “return”. 3 User The user clicks on the Plan button. The EuTravel Journey Planner shows the user the planning page, indicating:  Point and date of departure;  Point and date of destination; EuTravel Journey 4  The number of possible travel solutions for the Planner itinerary (these have been already screened, based on user profile and preferences, among all existing travel solutions). The planning page also shows a map that highlights the point of departure and the point of arrival. In the planning page, the user has the possibility to add intermediate stops to the itinerary. 5 User The user does not add any intermediate stop and clicks on the circled number to proceed and display travel solutions. The EuTravel Journey Planner returns the user a list of possible travel solutions for the itinerary. Travel solutions are ranked based on user preferences and parameters. In the case of a wheelchair-bound person with carer, travel solutions will be ranked according to the following priority: availability of access for disabled people. For each travel solutions the EuTravel Journey Planner shows the following information:  Overall price; EuTravel Journey  Overall duration (in hours and minutes); 6 Planner  Number and type of different transport modes included in the travel solution. For each travel solution, the EuTravel Journey Planner gives the possibility to the user to click on the travel solutions to get more details and for each travel solution shows the “Select” button to allow the user to choose the travel solution. The EuTravel Journey Planner also gives the user the possibility to filter travel solutions by transport mode (plane, train, bus ferry). For instance, if the user selects “plane”, the EuTravel Journey Planner will only display plane-based travel solutions. 7 User The user clicks on the first returned travel solution. 8 EuTravel Journey The EuTravel Journey Planner shows the uni-modal legs Planner composing the multi-modal travel solution, based on ferry (according to the preferences expressed by the user): Leg 1: User address in Sabadell (Barcelona suburb) – Bilbao harbour, by private car; Leg 2: Bilbao harbour - Portsmouth harbour, by Brittany Ferries. Leg 3: Portsmouth harbour – hotel address in Sutton (London suburb), by private car. Return: Leg 1: Hotel address in Sutton (London suburb) – Portsmouth harbour, by private car; Leg 2: Portsmouth harbour – Bilbao harbour, by Brittany Ferries; Leg 3: Bilbao harbour – user address, by private car. For each uni-modal leg, the EuTravel Journey Planner shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price. In this specific case, the price takes into account ferry operator special tariffs for elderly / disabled people (if available) and also includes: cabin accommodation fee; car fee. The user confirms the selected option by clicking on the 9 User Select button. The EuTravel Journey Planner updates the planning page showing the complete itinerary. The EuTravel Journey Planner shows a box that recaps the following itinerary-related information: EuTravel Journey 10  Transport modes; Planner  Departure date and time;  Arrival date and time;  Duration;  Overall price. 11 User The user clicks on the Proceed button. The EuTravel Journey Planner shows the user the overall travel solution:  Uni-modal legs; EuTravel Journey 12 Planner  Number of passengers;  Overall price (this takes into account prices set-up by transport operators for different passengers categories: elderly, disabled, etc.). The user clicks on the “Book” button to proceed with the 13 User travel solution reservation. The EuTravel Journey Planner shows information on Terms EuTravel Journey and Conditions and Passengers Rights associated to the 14 Planner selected travel solution (as defined by involved transport operator). The EuTravel Journey Planner asks the user to accept the EuTravel Journey 15 Terms and Conditions and Passengers Rights and shows the Planner “Accept” button. The user clicks on the “Accept” button and proceeds to 16 User book the travel solution.

Alternative Flow N.1 This alternative flow is aimed to described the journey planning phase with respect to a wheelchair-bound person with carer that travels from Barcelona suburb to London suburb and inserts the following input parameter (differently from the Main Activity Flow):  Price ordering: cheaper solutions first.  The user decides to display only travel solutions based on plane. Thus he clicks on the plane icon. This Alternative Flow starts from Step 7 described in the Main Activity Flow.

STEP ACTOR ACTIVITY The user decides to display only travel solutions based on 7 User plane. Thus he clicks on the plane icon. 8 EuTravel Journey The EuTravel Journey Planner shows the uni-modal legs Planner composing the multi-modal travel solution: Leg 1: user address in Sabadell (Barcelona suburb) – El Prat Airport of Barcelona, by private car; Leg 2: El Prat Airport of Barcelona – Heathrow Airport of London, by plane Leg 3: Heathrow Airport of London – hotel address in Sutton (London suburb), by train; Return: Leg 1: hotel address in Sutton (London suburb) – Heathrow Airport of London, by train; Leg 2: Heathrow Airport of London – El Prat Airport of Barcelona, by plane; Leg 3: El Prat Airport of Barcelona – user address in Sabadell (Barcelona suburb), by private car. For each uni-modal leg, the EuTravel Journey Planner shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price. In this specific case, the price takes into account airline and rail operators special tariffs for elderly / disabled people (if available). The user confirms the selected option by clicking on the 9 User Select button.

UC_06_03: Wheelchair-bound person planning a door-to-door trip from London suburb to Bruges The following Use case is aimed to describe the journey planning phase with respect to a wheelchair-bound person with carer that travels from London suburb to Bruges and inserts the following input parameter in the “Preferred transport mode” field :“1. Plane”; “2. Train”; “3. Car”.

USE CASE ID UC_06_03 Wheelchair-bound person planning a door-to-door trip from London Title suburb to Bruges. Context and Objectives This use case aims to show how the EuTravel Journey Planner can return the user an optimal customised travel solution for the itinerary London suburb – Bruges. Services Scope Journey planning. Pre-conditions The user has already registered to the EuTravel Journey Planner and has updated his profile related information. Constraints Preferable Browsers: Chrome, Edge, Firefox Optional Browsers: IE10+, Safari Actors User EuTravel Journey Planner Transport Operator GDS User focus group A wheelchair-bound person with carer. Door-to-door routes London suburb – Bruges. Specifically, the user leaves from his home in Sutton (London suburb) and arrives to his family house in Bruges Transport modes This use case involves user preferred transport modes: 1. Plane; 2. Train; 3. Car

Main Activity Flow

STEP ACTOR ACTIVITY The user opens the EuTravel Journey Planner and lands on 1 User the Welcome screen. The user inserts the following trip information:  Point of departure: the EuTravel Journey Planner recognizes the “current user location” as the point of departure;  Point of destination: the user inserts the family 2 User house address in Bruges;  Departure Date: the user inserts the date of departure;  Adults: the user selects the option “2”;  Direct or return: the user selects the option “direct”. 3 User The user clicks on the Plan button. The EuTravel Journey Planner shows the user the planning page, indicating:  Point and date of departure;  Point and date of destination; EuTravel Journey 4  The number of possible travel solutions for the Planner itinerary (these have been already screened, based on user profile and preferences, among all existing travel solutions). The planning page also shows a map that highlights the point of departure and the point of arrival. In the planning page, the user has the possibility to add intermediate stops to the itinerary. 5 User The user does not add any intermediate stop and clicks on the circled number to proceed and display travel solutions. 6 EuTravel Journey The EuTravel Journey Planner returns the user a list of Planner possible travel solutions for the itinerary. Travel solutions are ranked based on user preferences and parameters. In the case of a wheelchair-bound person with carer, travel solutions will be ranked according to the following priority: availability of access for disabled people. For each travel solutions the EuTravel Journey Planner shows the following information:  Overall price;  Overall duration (in hours and minutes);  Number and type of different transport modes included in the travel solution. For each travel solution, the EuTravel Journey Planner gives the possibility to the user to click on the travel solutions to get more details and for each travel solution shows the “Select” button to allow the user to choose the travel solution. The EuTravel Journey Planner also gives the user the possibility to filter travel solutions by transport mode (plane, train, bus ferry). For instance, if the user selects “plane”, the EuTravel Journey Planner will only display plane-based travel solutions. 7 User The user clicks on the first returned travel solution. The EuTravel Journey Planner shows the uni-modal legs composing the multi-modal travel solution, based on plane (according to the preferences expressed by the user about maximum connection equal to three): Leg 1: user address in Sutton (London suburb) - Heathrow Airport of London, by train; Leg 2: Heathrow Airport of London - Ostenda-Bruges Airport of Bruges, by plane; Leg 3: Ostenda-Bruges Airport of Bruges – family house address in Bruges, by public transportation. EuTravel Journey 8 For each uni-modal leg, the EuTravel Journey Planner Planner shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price. In this specific case, the price takes into account airline, rail and public transportation operators special tariffs for elderly / disabled people (if available). The user confirms the selected option by clicking on the 9 User Select button. 10 EuTravel Journey The EuTravel Journey Planner updates the planning page Planner showing the complete itinerary. The EuTravel Journey Planner shows a box that recaps the following itinerary-related information:  Transport modes;  Departure date and time;  Arrival date and time;  Duration;  Overall price. 11 User The user clicks on the Proceed button. The EuTravel Journey Planner shows the user the overall travel solution:  Uni-modal legs; EuTravel Journey 12  Number of passengers; Planner  Overall price (this takes into account prices set-up by airline, rail and public transportation operators for different passengers categories: elderly, disabled, etc.). The user clicks on the “Book” button to proceed with the 13 User travel solution reservation. The EuTravel Journey Planner shows information on Terms EuTravel Journey and Conditions and Passengers Rights associated to the 14 Planner selected travel solution (as defined by involved transport operator). The EuTravel Journey Planner asks the user to accept the EuTravel Journey 15 Terms and Conditions and Passengers Rights and shows the Planner “Accept” button. The user clicks on the “Accept” button and proceeds to 16 User book the travel solution.

Alternative Flow N.1 This alternative flow is aimed to described the journey planning phase with respect to a wheelchair-bound person with carer that travels from London suburb to Bruges and inserts the following input parameters (differently from the Main Activity Flow):  Price ordering: cheaper solutions first;  The user decides to display only travel solutions based on train. Thus he clicks on the train icon.

STEP ACTOR ACTIVITY The user decides to display only travel solutions based on 7 User train. Thus he clicks on the train icon. 8 EuTravel Journey The EuTravel Journey Planner shows the uni-modal legs composing the multi-modal travel solution: Leg 1: user address in Sutton (London suburb) – St Pancras Train Station of London, by train; Leg 2: St Pancras Train Station of London - Brux.Midi/Bruss.Zuid Station, by train; Leg 3: Brux.Midi/Bruss.Zuid Train Station - Bruxelles Midi Train Station, by public transportation; Leg 4: Bruxelles Midi Train Station – family house address in Bruges, by train. Planner For each uni-modal leg, the EuTravel Journey Planner shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price. In this specific case, the price takes into account rail and public transportation operators special tariffs for elderly / disabled people (if available). The user returns to the list of travel solution to check other 9 User proposed travel solutions. The user clicks on the “Select” button corresponding to the 10 User second returned travel solution. The EuTravel Journey Planner shows the uni-modal legs composing the multi-modal travel solution. Legs are the same as described in the first returned travel solution. However: EuTravel Journey 11  Planner departure and arrival time differ (for instance, the user may select travel solutions departing early in the morning or late in the afternoon in order to not waste time during the day);  there is a minor difference in the overall price. The user confirms the second selected travel solution by 12 User clicking on the Select button.

Post-conditions

Post-conditions The user can proceed to book the selected travel solution. UC_06_04: Wheelchair-bound person planning a door-to-door trip from Brussels to Oslo The following Use case is aimed to describe the journey planning phase with respect to a wheelchair-bound person with carer that travels from Brussels to Oslo and inserts the following input parameters in the “Preferred transport mode” field: 1. “Plane”; “2. Train” ; “3. Car”.

USE CASE ID UC_06_04 Wheelchair-bound person planning a door-to-door trip from Brussels to Title Oslo. Context and Objectives This use case aims to show how the EuTravel System can return the user an optimal customised travel solution for the itinerary Brussels – Oslo. Services Scope Journey planning. Pre-conditions The user has already registered to the EuTravel System and has updated his profile related information. Constraints Preferable Browsers: Chrome, Edge, Firefox Optional Browsers: IE10+, Safari Actors User EuTravel Journey Planner Transport Operator GDS User focus group A wheelchair-bound person with carer. Door-to-door routes Brussels – Oslo. Specifically, the user leaves from his home in Brussels and arrives to a friend’s house in Oslo. Transport modes This use case involves user preferred transport modes: 1. Plane; 2. Train; 3. Car

Main Activity Flow

STEP ACTOR ACTIVITY The user opens the EuTravel System and lands on the 1 User Welcome screen. 2 User The user inserts the following trip information:  Point of departure: the EuTravel Journey Planner recognizes the “current user location” as the point of departure;  Point of destination: the user inserts the friend’s house address in Oslo;  Departure Date: the user inserts the date of departure;  Adults: the user selects the option “2”;  Direct or return: the user selects the option “direct”. 3 User The user clicks on the Plan button. The EuTravel Journey Planner shows the user the planning page, indicating:  Point and date of departure;  Point and date of destination; EuTravel Journey 4  The number of possible travel solutions for the Planner itinerary (these have been already screened, based on user profile and preferences, among all existing travel solutions). The planning page also shows a map that highlights the point of departure and the point of arrival. In the planning page, the user has the possibility to add intermediate stops to the itinerary. 5 User The user does not add any intermediate stop and clicks on the circled number to proceed and display travel solutions. The EuTravel Journey Planner returns the user a list of possible travel solutions for the itinerary. Travel solutions are ranked based on user preferences and parameters. In the case of a wheelchair-bound person with carer, travel solutions will be ranked according to the following priority: availability of access for disabled people. For each travel solutions the EuTravel Journey Planner shows the following information:  Overall price; EuTravel Journey  Overall duration (in hours and minutes); 6 Planner  Number and type of different transport modes included in the travel solution. For each travel solution, the EuTravel Journey Planner gives the possibility to the user to click on the travel solutions to get more details and for each travel solution shows the “Select” button to allow the user to choose the travel solution. The EuTravel Journey Planner also gives the user the possibility to filter travel solutions by transport mode (plane, train, bus ferry). For instance, if the user selects “plane”, the EuTravel Journey Planner will only display plane-based travel solutions. 7 User The user clicks on the first returned travel solution. 8 EuTravel Journey The EuTravel Journey Planner shows the uni-modal legs Planner composing the multi-modal travel solution, based on plane (according to the preferences expressed by the user): Leg 1: user address in Brussels - Bruxelles-National Airport in Zaventem, by train; Leg 2: Bruxelles-National Airport - Oslo-Gardermoen Airport of Oslo, by plane; Leg 3: Oslo-Gardermoen Airport of Oslo – friend’s house address in Oslo, by public transportation For each uni-modal leg, the EuTravel Journey Planner shows:  Departure and Arrival Date and Time;  Duration;  Number of stopovers to be covered to reach the following intermediate destination (if applicable);  Overall price. In this specific case, the price takes into account airline, rail and public transportation operators special tariffs for elderly / disabled people (if available). The user confirms the selected option by clicking on the 9 User Select button. The EuTravel Journey Planner updates the planning page showing the complete itinerary. The EuTravel Journey Planner shows a box that recaps the following itinerary-related information: EuTravel Journey 10  Transport modes; Planner  Departure date and time;  Arrival date and time;  Duration;  Overall price. 11 User The user clicks on the Proceed button. The EuTravel Journey Planner shows the user the overall travel solution:  Uni-modal legs; EuTravel Journey 12 Planner  Number of passengers;  Overall price (this takes into account prices set-up by transport operators for different passengers categories: elderly, disabled, etc.). The user clicks on the “Book” button to proceed with the 13 User travel solution reservation. The EuTravel Journey Planner shows information on Terms EuTravel Journey and Conditions and Passengers Rights associated to the 14 Planner selected travel solution (as defined by involved transport operator). 15 EuTravel Journey The EuTravel Journey Planner asks the user to accept the Terms and Conditions and Passengers Rights and shows the Planner “Accept” button. The user clicks on the “Accept” button and proceeds to 16 User book the travel solution.

Post-conditions

Post-conditions The user can proceed to book the selected travel solution. 13 Annex 2 EuTravel multi-modal travel itineraries coverage

13.1 Rome – Barcelona suburb Focus Group Scenario 1 (train) Scenario 2 (bus) Scenario 3 (plane) Scenario 4 (ferry) Urban and Departure: Termini Central Station of Rome Departure: Tiburtina Departure: Termini Central Station of Departure: Roma Sub-urban able Arrival: Sabadell (Barcelona suburb) Station of Rome Rome Arrival: Sabadell (Barcelona Arrival: Sabadell Arrival: Sabadell (Barcelona suburb) suburb) adult travellers 1. Termini Central Station of Rome - Paris Gare de (Barcelona suburb) Lyon (by train provided by Trenitalia) 1. Termini Central Station of Rome - 1. Roma - Civitavecchia Station 2. Paris Gare de Lyon - Sants Station of Barcelona 1. Tiburtina Station of Fiumicino Airport of Rome (by train (by train provided by Trenitalia) (by train operated by Renfe - data provided by Rome - Sants Station of provided by Trenitalia) 2. Civitavecchia Station - Silverrail) Barcelona (by bus 2. Fiumicino Airport of Rome - El Prat Civitavecchia Port (by bus 3. Sants Station of Barcelona - Placa Catalonya provided by Eurolines) Airport of Barcelona (by plane - data provided by Argo) Metro Station (option 1: Metro TMB. Option 2: 2. Sants Station of provided by Travelport) 3. Civitavecchia Port of Rome - RENFE - RENFE data are provide by Silverrail) Barcelona - Placa 3. El Prat Airport of Barcelona -Placa Port of Barcelona (by ferry 4. Placa Catalonya Metro Station - Sabadell (by Catalonya Metro Catalonya (Option 1: by train provided by provided by Grimaldi Lines train provided by FGC) Station (option 1: Metro RENFE - RENFE data are provided by Ferry* - data provided by Pharos TMB. Option 2: RENFE - Silverrail, Option 2 TMB L9+L1) Datacom) RENFE data are provide 4. Placa Catalonya - Sabadell (by train 4. Port of Barcelona - Portal de by Silverrail) provided by FGC) la Pau Plaza (Option 1: 10' 3. Placa Catalonya walking, Option 2 by bus Metro Station - Sabadell provided by T3 Portbus (by train provided by Barcelona) FGC) 5. Portal de Pau Plaza - Placa Catalonya (by subway L3 provided by TMB) 6. Placa Catalonya - Sabadell (by train provided by FGC)

*Daily service - no restrictions: Discount agreements with: ACI; AMICA Card; ARC-ACI Europa; Associazione CRAL Italia; Camper Life; and Cariparma VYP Club. Focus Group Scenario 1 (train) Scenario 2 (bus) Scenario 3 (plane) Scenario 4 (ferry) Disability information available from rail and ferry operators. Family of Departure: Termini Central Station of Rome Departure: Tiburtina Departure: Termini Central Station of Departure: Roma adults Arrival: Sabadell (Barcelona suburb) Station of Rome Rome Arrival: Sabadell (Barcelona and 2 children Arrival: Sabadell Arrival: Sabadell (Barcelona suburb) suburb) 1. Termini Central Station of Rome - Paris Gare de (Barcelona suburb) Lyon (by train provided by Trenitalia) 1. Termini Central Station of Rome - 1. Roma - Civitavecchia Station 2. Paris Gare de Lyon - Sants Station of Barcelona 1. Tiburtina Station of Fiumicino Airport of Rome (by train (by train provided by Trenitalia) (by train operated by Renfe - data provided by Rome - Sants Station of provided by Trenitalia*) 2. Civitavecchia Station - Silverrail) Barcelona (by bus 2. Fiumicino Airport of Rome - El Prat Civitavecchia Port (by bus 3. Sants Station of Barcelona - Placa Catalonya provided by Eurolines*) Airport of Barcelona (by plane - data provided by Argo) Metro Station (option 1: Metro TMB. Option 2: 2. Sants Station of provided by Travelport) 3. Civitavecchia Port of Rome - RENFE - RENFE data are provide by Silverrail) Barcelona - Placa 3. El Prat Airport of Barcelona -Placa Port of Barcelona (by ferry 4. Placa Catalonya Metro Station - Sabadell (by Catalonya Metro Catalonya (Option 1: by train provided by provided by Grimaldi Lines train provided by FGC*) Station (option 1: Metro RENFE - RENFE data are provided by Ferry* - data provided by Pharos TMB. Option 2: RENFE - Silverrail, Option 2 TMB L9+L1) Datacom) RENFE data are provide 4. Placa Catalonya - Sabadell (by train 4. Port of Barcelona - Portal de by Silverrail) provided by FGC**) la Pau Plaza (Option 1: 10' *FGC offers free ticket for children of <4 years old 3. Placa Catalonya walking, Option 2 by bus and children of >4 years old must pay Metro Station - Sabadell *Trenitalia allows children of <15 years provided by T3 Portbus (by train provided by old to travel for free. This promotion is Barcelona) FGC**) reserved to family composed by 2-5 5. Portal de Pau Plaza - Placa people (with at least an adult who travels Catalonya (by subway L3 with the children). provided by TMB) *Eurolines offers **FGC offers free ticket for children of <3 6. Placa Catalonya - Sabadell (by several discount for years old and children of >4 years old train provided by FGC**) children based on the must pay age: *Daily service - no restrictions: -children 2< 80% Discount agreements with: ACI; dicount AMICA Card; ARC-ACI Europa; -children 12< Associazione CRAL Italia; Camper 50%discount Life; and Cariparma VYP Club. **FGC offers free ticket Disability information available for children of <4 years from rail and ferry operators. old and children of >4 Focus Group Scenario 1 (train) Scenario 2 (bus) Scenario 3 (plane) Scenario 4 (ferry) **FGC offers free ticket for children of <3 years old and years old must pay children of >4 years old must pay A pregnant Departure: Termini Central Station of Rome Departure: Tiburtina Departure: Termini Central Station of Departure: Roma mother Arrival: Sabadell (Barcelona suburb) Station of Rome Rome Arrival: Sabadell (Barcelona with small Arrival: Sabadell Arrival: Sabadell (Barcelona suburb) suburb) child (Barcelona suburb) (e.g. in baby 1. Termini Central Station of Rome - Paris Gare de 1. Termini Central Station of Rome - 1. Roma - Civitavecchia Station carriage) Lyon (by train provided by Trenitalia) Fiumicino Airport of Rome (by train (by train provided by Trenitalia) travelling 2. Paris Gare de Lyon - Sants Station of Barcelona 1. Tiburtina Station of provided by Trenitalia*) 2. Civitavecchia Station - alone (by train operated by Renfe - data provided by Rome - Sants Station of 2. Fiumicino Airport of Rome - El Prat Civitavecchia Port (by bus Silverrail) Barcelona (by bus Airport of Barcelona (by plane - data provided by Argo) 3. Sants Station of Barcelona - Placa Catalonya provided by Eurolines*) provided by Travelport) 3. Civitavecchia Port of Rome - Metro Station (option 1: Metro TMB. Option 2: 2. Sants Station of 3. El Prat Airport of Barcelona -Placa Port of Barcelona (by ferry RENFE - RENFE data are provide by Silverrail) Barcelona - Placa Catalonya (Option 1: by train provided by provided by Grimaldi Lines 4. Placa Catalonya Metro Station - Sabadell (by Catalonya Metro RENFE - RENFE data are provided by Ferry* - data provided by Pharos train provided by FGC*) Station (option 1: Metro Silverrail, Option 2 TMB L9+L1) Datacom) TMB. Option 2: RENFE - 4. Placa Catalonya - Sabadell (by train 4. Port of Barcelona - Portal de *FGC offers free ticket for children of <4 years old RENFE data are provide provided by FGC**) la Pau Plaza (Option 1: 10' and children of >4 years old must pay by Silverrail) walking, Option 2 by bus 3. Placa Catalonya *Trenitalia allows children of <15 years provided by T3 Portbus Metro Station - Sabadell old to travel for free. This promotion is Barcelona) (by train provided by reserved to family composed by 2-5 5. Portal de Pau Plaza - Placa FGC**) people (with at least an adult who travels Catalonya (by subway L3 with the children). provided by TMB) *Eurolines offers **FGC offers free ticket for children of <3 6. Placa Catalonya - Sabadell (by several discount for years old and children of >4 years old train provided by FGC**) children based on the must pay age: *Daily service - no restrictions: -children 2< 80% Discount agreements with: ACI; dicount AMICA Card; ARC-ACI Europa; -children 12< Associazione CRAL Italia; Camper 50%discount Life; and Cariparma VYP Club. **FGC offers free ticket Disability information available Focus Group Scenario 1 (train) Scenario 2 (bus) Scenario 3 (plane) Scenario 4 (ferry) from rail and ferry operators. for children of <4 years **FGC offers free ticket for old and children of >4 children of <3 years old and years old must pay children of >4 years old must pay An infirm Departure: Termini Central Station of Rome Departure: Tiburtina Departure: Termini Central Station of Departure: Roma couple Arrival: Sabadell (Barcelona suburb) Station of Rome Rome Arrival: Sabadell (Barcelona Arrival: Sabadell Arrival: Sabadell (Barcelona suburb) suburb) (Barcelona suburb) 1. Termini Central Station of Rome - Paris Gare de 1. Termini Central Station of Rome - 1. Roma - Civitavecchia Station Lyon (by train provided by Trenitalia) 1. Tiburtina Station of Fiumicino Airport of Rome (by train (by train provided by Trenitalia) 2. Paris Gare de Lyon - Sants Station of Barcelona Rome - Sants Station of provided by Trenitalia*) 2. Civitavecchia Station - (by train operated by Renfe - data provided by Barcelona (by bus 2. Fiumicino Airport of Rome - El Prat Civitavecchia Port (by bus Silverrail) provided by Eurolines*) Airport of Barcelona (by plane - data provided by Argo) 3. Sants Station of Barcelona - Placa Catalonya 2. Sants Station of provided by Travelport) 3. Civitavecchia Port of Rome - Metro Station (option 1: Metro TMB. Option 2: Barcelona - Placa 3. El Prat Airport of Barcelona -Placa Port of Barcelona (by ferry RENFE - RENFE data are provide by Silverrail) Catalonya Metro Catalonya (Option 1: by train provided by provided by Grimaldi Lines 4. Placa Catalonya Metro Station - Sabadell (by Station (option 1: Metro RENFE - RENFE data are provided by Ferry* - data provided by Pharos train provided by FGC*) TMB. Option 2: RENFE - Silverrail, Option 2 TMB L9+L1) Datacom) RENFE data are provide 4. Placa Catalonya - Sabadell (by train 4. Port of Barcelona - Portal de *FGC offers the possibility to infirm person to buy by Silverrail) provided by FGC**) la Pau Plaza (Option 1: 10' a card that allow them to obtain discount 3. Placa Catalonya walking, Option 2 by bus Metro Station - Sabadell *Trenitalia offers support services for provided by T3 Portbus (by train provided by infirm person. The services include Barcelona) FGC**) assistance during all the travel. 5. Portal de Pau Plaza - Placa Furthermore, it is offered a service called Catalonya (by subway L3 "Posto Blu" that allows the client to pre- provided by TMB) *Eurolines welcomes book online the special seats provided on 6. Placa Catalonya - Sabadell (by passengers with board for infirm person. train provided by FGC**) restricted mobility ** FGC offers the possibility to infirm aboard its coaches person to buy a card that allow them to *Daily service - no restrictions: provided they are obtain discount Discount agreements with: ACI; accompanied by a non- AMICA Card; ARC-ACI Europa; handicapped helper. Associazione CRAL Italia; Camper Focus Group Scenario 1 (train) Scenario 2 (bus) Scenario 3 (plane) Scenario 4 (ferry) Life; and Cariparma VYP Club. Disability information available **FGC offers the from rail and ferry operators. possibility to infirm person to buy a card **FGC offers free ticket for that allow them to children of <3 years old and obtain discount children of >4 years old must pay A wheelchair- Departure: Termini Central Station of Rome Departure: Tiburtina Departure: Termini Central Station of Departure: Roma bound person Arrival: Sabadell (Barcelona suburb) Station of Rome Rome Arrival: Sabadell (Barcelona with carer Arrival: Sabadell Arrival: Sabadell (Barcelona suburb) suburb) 1. Termini Central Station of Rome - Paris Gare de (Barcelona suburb) Lyon (by train provided by Trenitalia) 1. Termini Central Station of Rome - 1. Roma - Civitavecchia Station 2. Paris Gare de Lyon - Sants Station of Barcelona 1. Tiburtina Station of Fiumicino Airport of Rome (by train (by train provided by Trenitalia) (by train operated by Renfe - data provided by Rome - Sants Station of provided by Trenitalia*) 2. Civitavecchia Station - Silverrail) Barcelona (by bus 2. Fiumicino Airport of Rome - El Prat Civitavecchia Port (by bus 3. Sants Station of Barcelona - Placa Catalonya provided by Airport of Barcelona (by plane - data provided by Argo) Metro Station (option 1: Metro TMB. Option 2: Eurolines**) provided by Travelport) 3. Civitavecchia Port of Rome - RENFE - RENFE data are provide by Silverrail) 2. Sants Station of 3. El Prat Airport of Barcelona -Placa Port of Barcelona (by ferry 4. Placa Catalonya Metro Station - Sabadell (by Barcelona - Placa Catalonya (Option 1: by train provided by provided by Grimaldi Lines train provided by FGC*) Catalonya Metro RENFE - RENFE data are provided by Ferry* - data provided by Pharos Station (option 1: Metro Silverrail, Option 2 TMB L9+L1) Datacom) *FGC offers the possibility to infirm person to buy TMB. Option 2: RENFE - 4. Placa Catalonya - Sabadell (by train 4. Port of Barcelona - Portal de a card that allow them to obtain discount RENFE data are provide provided by FGC**) la Pau Plaza (Option 1: 10' by Silverrail) walking, Option 2 by bus 3. Placa Catalonya *Trenitalia offers support services for provided by T3 Portbus Metro Station - Sabadell infirm person. The services include Barcelona) (by train provided by assistance during all the travel. Trenitalia 5. Portal de Pau Plaza - Placa FGC**) provides coches to host wheelchair- Catalonya (by subway L3 bound person and it provides a fideluty provided by TMB) card called "Carat Blu" that allows the 6. Placa Catalonya - Sabadell (by person to obtain free ticket or discount train provided by FGC**) * Eurolines welcomes for the helper. passengers with ** FGC offers the possibility to infirm *Daily service - no restrictions: restricted mobility person to buy a card that allow them to Discount agreements with: ACI; Focus Group Scenario 1 (train) Scenario 2 (bus) Scenario 3 (plane) Scenario 4 (ferry) aboard its coaches provided they are accompanied by a non- AMICA Card; ARC-ACI Europa; handicapped helper. Associazione CRAL Italia; Camper Eurolines offers to the Life; and Cariparma VYP Club. person accompanying Disability information available the disabled passenger from rail and ferry operators. a 50% discount off obtain discount Eurolines standard fare. **FGC offers free ticket for children of <3 years old and **FGC offers the children of >4 years old must possibility to infirm pay person to buy a card that allow them to obtain discount 13.2 Barcelona suburb – London suburb Focus Group Scenario 1 (train) Scenario 2 (bus) Scenario 3 (plane) Scenario 4 (ferry) Urban and Departure: Sabadell Departure: Sabadell (Barcelona Suburb) Departure: Sabadell Departure: Sabadell (Barcelona Sub-urban able (Barcelona Suburb) Arrival: Sutton (London Suburb) (Barcelona Suburb) Suburb) adult travellers Arrival: Sutton Arrival: Sutton (London Arrival: Sutton (London Suburb) (London Suburb) 1. Sabadell (Barcelona Suburb) - Placa Suburb) Catalonya Metro Station (by train provided 1. Sabadell (Barcelona Suburb) - 1. Sabadell by FGC) 1. Sabadell (Barcelona Placa Catalonya Metro Station (by (Barcelona Suburb) 2. Placa Catalonya Metro Station - Sants Suburb) - Placa Catalonya train provided by FGC) - Placa Catalonya Station of Barcelona (by subway provided by Metro Station (by train 2. Placa Catalonya Metro Station - Metro Station (by TMB or train provided by RENFE - RENFE data provided by FGC) Sants Station of Barcelona (by train provided by are provided by Silverrail) 2. Placa Catalonya Metro subway provided by TMB or train FGC) 3. Sants Station of Barcelona - Victoria Coach Station - El Prat Airport of provided by RENFE - RENFE data are 2. Placa Catalonya Station of London (by bus provided by Barcelona (Option 1: by provided by Silverrail) Metro Station - Eurolines) train provided by RENFE - 3. Sants Station of Barcelona - Bilbao Sants Station of 4. Victoria Coach Station of London - Sutton RENFE data are provided by Train Station (by train, data Barcelona (by (by train, data provided by Silverrail) Silverrail, Option 2 TMB provided by Silverrail) subway provided by L9+L1) 4. Bilbao Train Station - Bilbao TMB or train 3. El Prat Airport of harbour (by local public transport ) provided by RENFE Barcelona - Heathrow 5. Bilbao harbour - Portsmouth - RENFE data are Airport of London (by plane, harbour (by ferry provided by provided by data provided by Travelport) Brittany Ferries) Silverrail) 6. Portsmouth harbour - Waterloo 3. Sants Train 4. Heathrow Airport of Train Station of London (by train, Station of London - Sutton (by train, data provided by Silverrail) Barcelona - data provided by Silverrail) 7. Waterloo Train Station of London - Waterloo Train Sutton (by train, data provided by Station of London Silverrail ) (by train, data provided by Silverrail) 4. Waterloo Train Station of London - Sutton (by train, data provided by Focus Group Scenario 1 (train) Scenario 2 (bus) Scenario 3 (plane) Scenario 4 (ferry)

Silverrail) Focus Group Scenario 1 (train) Scenario 2 (bus) Scenario 3 (plane) Scenario 4 (ferry) Family of adults Departure: Sabadell Departure: Sabadell (Barcelona Suburb) Departure: Sabadell Departure: Sabadell (Barcelona and 2 children (Barcelona Suburb) Arrival: Sutton (London Suburb) (Barcelona Suburb) Suburb) Arrival: Sutton Arrival: Sutton (London Arrival: Sutton (London Suburb) (London Suburb) 1. Sabadell (Barcelona Suburb) - Placa Suburb) Catalonya Metro Station (by train provided 1. Sabadell (Barcelona Suburb) - 1. Sabadell by FGC*) 1. Sabadell (Barcelona Placa Catalonya Metro Station (by (Barcelona Suburb) 2. Placa Catalonya Metro Station - Sants Suburb) - Placa Catalonya train provided by FGC*) - Placa Catalonya Station of Barcelona (by subway provided by Metro Station (by train 2. Placa Catalonya Metro Station - Metro Station (by TMB or train provided by RENFE - RENFE data provided by FGC*) Sants Station of Barcelona (by train provided by are provided by Silverrail) 2. Placa Catalonya Metro subway provided by TMB or train FGC*) 3. Sants Station of Barcelona - Victoria Coach Station - El Prat Airport of provided by RENFE - RENFE data are 2. Placa Catalonya Station of London (by bus provided by Barcelona (Option 1: by provided by Silverrail) Metro Station - Eurolines) train provided by RENFE - 3. Sants Station of Barcelona - Bilbao Sants Station of 4. Victoria Coach Station of London - Sutton RENFE data are provided by Train Station (by train provided by Barcelona (by (by train, data provided by Silverrail) Silverrail, Option 2 TMB Silverrail) subway provided by L9+L1) 4. Bilbao Train Station - Bilbao TMB or train *FGC offers free ticket for children of <3 3. El Prat Airport of harbour (by local public transport) provided by RENFE years old and children of >4 years old must Barcelona - Heathrow 5. Bilbao harbour - Portsmouth - RENFE data are pay Airport of London (by plane, harbour (by ferry provided by provided by **Eurolines offers several discount for data provided by Travelport) Brittany Ferries) Silverrail) children based on the age: 6. Portsmouth harbour - Waterloo 3. Sants Train -children 2< 80% dicount 4. Heathrow Airport of Train Station of London (by train Station of -children 12< 50%discount. London - Sutton (by train, provided by Silverrail) Barcelona - data provided by Silverrail) 7. Waterloo Train Station of London - Waterloo Train Sutton (by train provided by Station of London *FGC offers free ticket for Silverrail) (by train, data children of <3 years old and provided by children of >4 years old *FGC offers free ticket for children of Silverrail) must pay <3 years old and children of >4 years 4. Waterloo Train old must pay Station of London - Sutton (by train, data provided by Silverrail) Focus Group Scenario 1 (train) Scenario 2 (bus) Scenario 3 (plane) Scenario 4 (ferry)

*FGC offers free ticket for children of <3 years old and children of >4 years old must pay. Focus Group Scenario 1 (train) Scenario 2 (bus) Scenario 3 (plane) Scenario 4 (ferry) A pregnant mother Departure: Sabadell Departure: Sabadell (Barcelona Suburb) Departure: Sabadell Departure: Sabadell (Barcelona with small child (Barcelona Suburb) Arrival: Sutton (London Suburb) (Barcelona Suburb) Suburb) (e.g. in baby carriage) travelling Arrival: Sutton Arrival: Sutton (London Arrival: Sutton (London Suburb) alone (London Suburb) 1. Sabadell (Barcelona Suburb) - Placa Suburb) Catalonya Metro Station (by train provided 1. Sabadell (Barcelona Suburb) - 1. Sabadell by FGC*) 1. Sabadell (Barcelona Placa Catalonya Metro Station (by (Barcelona Suburb) 2. Placa Catalonya Metro Station - Sants Suburb) - Placa Catalonya train provided by FGC*) - Placa Catalonya Station of Barcelona(by subway provided by Metro Station (by train 2. Placa Catalonya Metro Station - Metro Station (by TMB or train provided by RENFE - RENFE data provided by FGC*) Sants Station of Barcelona (by train provided by are provided by Silverrail) 2. Placa Catalonya Metro subway provided by TMB or train FGC*) 3. Sants Station of Barcelona - Victoria Coach Station - El Prat Airport of provided by RENFE - RENFE data are 2. Placa Catalonya Station of London (by bus provided by Barcelona (Option 1: by provided by Silverrail) Metro Station - Eurolines) train provided by RENFE - 3. Sants Station of Barcelona - Bilbao Sants Station of 4. Victoria Coach Station of London - Sutton RENFE data are provided by Train Station (by train, data Barcelona (by (by train, data provided by Silverrail) Silverrail, Option 2 TMB provided by Silverrail) subway provided by L9+L1) 4. Bilbao Train Station - Bilbao TMB or train *FGC offers free ticket for children of <3 3. El Prat Airport of harbour (by local public transport ) provided by RENFE years old and children of >4 years old must Barcelona - Heathrow 5. Bilbao harbour - Portsmouth - RENFE data are pay Airport of London (by plane, harbour (by ferry provided by provided by **Eurolines offers several discount for data provided by Travelport) Brittany Ferries) Silverrail) children based on the age: 6. Portsmouth harbour - Waterloo 3. Sants Train -children 2< 80% dicount 4. Heathrow Airport of Train Station of London (by train, Station of -children 12< 50%discount. London - Sutton (by train, data provided by Silverrail) Barcelona - data provided by Silverrail) 7. Waterloo Train Station of London - Waterloo Train Sutton (by train, data provided by Station of London *FGC offers free ticket for Silverrail ) (by train, data children of <3 years old and provided by children of >4 years old *FGC offers free ticket for children of Silverrail) must pay <3 years old and children of >4 years 4. Waterloo Train old must pay Station of London - Sutton (by train, data provided by Silverrail) Focus Group Scenario 1 (train) Scenario 2 (bus) Scenario 3 (plane) Scenario 4 (ferry)

*FGC offers free ticket for children of <3 years old and children of >4 years old must pay

Departure: Sabadell Departure: Sabadell (Barcelona Suburb) Departure: Sabadell Departure: Sabadell (Barcelona (Barcelona Suburb) Arrival: Sutton (London Suburb) (Barcelona Suburb) Suburb) Arrival: Sutton Arrival: Sutton (London Arrival: Sutton (London Suburb) (London Suburb) 1. Sabadell (Barcelona Suburb) - Placa Suburb) 1. Sabadell (Barcelona Suburb) - Catalonya Metro Station (by train provided Placa Catalonya Metro Station (by 1. Sabadell by FGC*) 1. Sabadell (Barcelona train provided by FGC*) (Barcelona Suburb) 2. Placa Catalonya Metro Station - Sants Suburb) - Placa Catalonya 2. Placa Catalonya Metro Station - - Placa Catalonya Station of Barcelona(by subway provided by Metro Station (by train Sants Station of Barcelona (by An infirm couple Metro Station (by TMB or train provided by RENFE - RENFE data provided by FGC*) subway provided by TMB or train train provided by are provided by Silverrail) 2. Placa Catalonya Metro provided by RENFE - RENFE data are Focus Group Scenario 1 (train) Scenario 2 (bus) Scenario 3 (plane) Scenario 4 (ferry) FGC*) 2. Placa Catalonya Metro Station - Sants Station of provided by Silverrail) Barcelona (by 3. Sants Station of Barcelona - Bilbao subway provided by Train Station (by train, data TMB or train Station - El Prat Airport of provided by Silverrail) provided by RENFE Barcelona (Option 1: by 4. Bilbao Train Station - Bilbao - RENFE data are train provided by RENFE - harbour (by local public transport) provided by 3. Sants Station of Barcelona - Victoria Coach RENFE data are provided by 5. Bilbao harbour - Portsmouth Silverrail) Station of London (by bus provided by Silverrail, Option 2 TMB harbour (by ferry provided by 3. Sants Train Eurolines) L9+L1) Brittany Ferries**) Station of 4. Victoria Coach Station of London - Sutton 3. El Prat Airport of 6. Portsmouth harbour - Waterloo Barcelona - (by train, data provided by Silverrail) Barcelona - Heathrow Train Station of London (by train, Waterloo Train Airport of London (by plane, data provided by Silverrail) Station of London *FGC offers the possibility to infirm person to data provided by Travelport) 7. Waterloo Train Station of London - (by train, data buy a card that allows them to obtain Sutton (by train, data provided by provided by discount 4. Heathrow Airport of Silverrail ) Silverrail) **Eurolines welcomes passengers with London - Sutton (by train, 4. Waterloo Train restricted mobility aboard its coaches data provided by Silverrail) *FGC offers the possibility to infirm Station of London - provided they are accompanied by a non- person to buy a card that allow them Sutton (by train, handicapped helper. *FGC offers the possibility to obtain discount data provided by to infirm person to buy a ** Brittany ferries provides all the Silverrail) card that allow them to facilities for infirm person but it obtain discount needs a previous communication *FGC offers the about the needs of the infirm possibility to infirm person. person to buy a card that allow them to obtain discount A wheelchair-bound person Departure: Sabadell Departure: Sabadell (Barcelona Suburb) Departure: Sabadell Departure: Sabadell (Barcelona with carer (Barcelona Suburb) Arrival: Sutton (London Suburb) (Barcelona Suburb) Suburb) Arrival: Sutton Arrival: Sutton (London Arrival: Sutton (London Suburb) (London Suburb) 1. Sabadell (Barcelona Suburb) - Placa Suburb) Focus Group Scenario 1 (train) Scenario 2 (bus) Scenario 3 (plane) Scenario 4 (ferry) Catalonya Metro Station (by train provided 1. Sabadell (Barcelona Suburb) - 1. Sabadell by FGC*) 1. Sabadell (Barcelona Placa Catalonya Metro Station (by (Barcelona Suburb) 2. Placa Catalonya Metro Station - Sants Suburb) - Placa Catalonya train provided by FGC*) - Placa Catalonya Station of Barcelona (by subway provided by Metro Station (by train 2. Placa Catalonya Metro Station - Metro Station (by TMB or train provided by RENFE - RENFE data provided by FGC*) Sants Station of Barcelona (by train provided by are provided by Silverrail) 2. Placa Catalonya Metro subway provided by TMB or train FGC*) 3. Sants Station of Barcelona - Victoria Coach Station - El Prat Airport of provided by RENFE - RENFE data are 2. Placa Catalonya Station of London (by bus provided by Barcelona (Option 1: by provided by Silverrail) Metro Station - Eurolines) train provided by RENFE - 3. Sants Station of Barcelona - Bilbao Sants Station of 4. Victoria Coach Station of London - Sutton RENFE data are provided by Train Station (by train, data Barcelona (by (by train, data provided by Silverrail) Silverrail, Option 2 TMB provided by Silverrail) subway provided by L9+L1) 4. Bilbao Train Station - Bilbao TMB or train *FGC offers the possibility to infirm person to 3. El Prat Airport of harbour (by local public transport) provided by RENFE buy a card that allows them to obtain Barcelona - Heathrow 5. Bilbao harbour - Portsmouth - RENFE data are discount Airport of London (by plane, harbour (by ferry provided by provided by **Eurolines welcomes passengers with data provided by Travelport) Brittany Ferries) Silverrail) restricted mobility aboard its coaches 6. Portsmouth harbour - Waterloo 3. Sants Train provided they are accompanied by a non- 4. Heathrow Airport of Train Station of London (by train, Station of handicapped helper. Eurolines offers to the London - Sutton (by train, data provided by Silverrail) Barcelona - person accompanying the disabled passenger data provided by Silverrail) 7. Waterloo Train Station of London - Waterloo Train a 50% discount off Eurolines standard fare. Sutton (by train, data provided by Station of London *FGC offers the possibility Silverrail ) (by train, data to infirm person to buy a provided by card that allows them to *FGC offers the possibility to infirm Silverrail) obtain discount person to buy a card that allow them 4. Waterloo Train to obtain discount Station of London - ** Brittany ferries provides all the Sutton (by train, facilities for infirm person but it data provided by needs a previous communication Silverrail) about the needs of the infirm person. *FGC offers the possibility to infirm person to buy a card that allows Focus Group Scenario 1 (train) Scenario 2 (bus) Scenario 3 (plane) Scenario 4 (ferry)

them to obtain discount

13.3 London suburb – Bruges Focus Group Scenario 1 (train) Scenario 2 (bus) Scenario 3 (plane) Scenario 4 (ferry) Urban and Departure: Sutton Departure: Sutton (London suburb) Departure: Sutton (London Departure: Sutton (London suburb) Sub-urban able (London suburb) Arrival: Bruges suburb) Arrival: Bruges adult travellers Arrival: Bruges Arrival: Bruges 1. Sutton (London suburb) - Victoria 1. Sutton (London 1. Sutton (London suburb) - Station Central London (by train suburb) - St 1. Sutton (London suburb) - London Victoria Heathrow Airport of London provided by Silverrail) Pancras Train Station (by train, data provided by Silverrail) (by train, data provided by 2. Victoria Train Station London - Station of London 2. London Victoria Station – Bruges (by bus Silverrail) Dover Priory station (by train (by train, data provided by Eurolines) 2. Heathrow Airport of provided by Silverrail) provided by London - Ostenda-Bruges 3. Dover Priory station – Dover Silverrail) Airport of Bruges (by plane, harbour (by local transport) 2. St Pancras Train data provided by Travelport) 3. Dover harbour - Calais harbour (by Station of London - DFDS ferry or P&O ferry, data Brux.Midi/Bruss.Zui provided by Pharos Datacom) d Station (by train, 4. Calais - Bruges (by train provided data provided by by Silverrail) Silverrail ) 3. N.B. Other routes also apply – via Brux.Midi/Bruss.Zui Hull, Newhaven or Folkestone and d Train Station - Dieppe, Dunkerque or Zeebrugge. Bruxelles Midi Train Station (by local public transport) 4. Bruxelles Midi Focus Group Scenario 1 (train) Scenario 2 (bus) Scenario 3 (plane) Scenario 4 (ferry)

Train Station- Bruges (by train, data provided by Silverrail)

Family of adults Departure: Sutton Departure: Sutton (London suburb) Departure: Sutton (London Departure: Sutton (London suburb) and 2 children (London suburb) Arrival: Bruges suburb) Arrival: Bruges Arrival: Bruges Arrival: Bruges 1. Sutton (London suburb) - Victoria 1. Sutton (London 1. Sutton (London suburb) - Station Central London (by train suburb) - St 1. Sutton (London suburb) - London Victoria Heathrow Airport of London provided by Silverrail) Pancras Train Station (by train, data provided by Silverrail) (by train, data provided by 2. Victoria Train Station London - Station of London 2. London Victoria Station – Bruges (by bus Silverrail ) Dover Priory station (by train (by train, data provided by Eurolines) 2. Heathrow Airport of provided by Silverrail) provided by London - Ostenda-Bruges 3. Dover Priory station – Dover Silverrail) Airport of Bruges (by plane, harbour (by local transport) 2. St Pancras Train data provided by Travelport) 3. Dover harbour - Calais harbour (by Station of London - DFDS ferry or P&O ferry, data Brux.Midi/Bruss.Zui provided by Pharos Datacom) d Station (by train, 4. Calais - Bruges (by train provided data provided by by Silverrail) Silverrail ) 3. N.B. Other routes also apply – via Brux.Midi/Bruss.Zui Hull, Newhaven or Folkestone and d Train Station - Focus Group Scenario 1 (train) Scenario 2 (bus) Scenario 3 (plane) Scenario 4 (ferry)

Bruxelles Midi Train Station (by local public transport) 4. Bruxelles Midi Dieppe, Dunkerque or Zeebrugge. Train Station- Bruges (by train, data provided by Silverrail)

A pregnant mother Departure: Sutton Departure: Sutton (London suburb) Departure: Sutton (London Departure: Sutton (London suburb) with small child (London suburb) Arrival: Bruges suburb) Arrival: Bruges (e.g. in baby carriage) travelling Arrival: Bruges Arrival: Bruges alone 1. Sutton (London suburb) - Victoria 1. Sutton (London 1. Sutton (London suburb) - Station Central London (by train suburb) - St 1. Sutton (London suburb) - London Victoria Heathrow Airport of London provided by Silverrail) Pancras Train Station (by train, data provided by Silverrail) (by train, data provided by 2. Victoria Train Station London - Station of London 2. London Victoria Station – Bruges (by bus Silverrail) Dover Priory station (by train (by train, data provided by Eurolines) 2. Heathrow Airport of provided by Silverrail) provided by London - Ostenda-Bruges 3. Dover Priory station – Dover Silverrail) Airport of Bruges (by plane, harbour (by local transport) 2. St Pancras Train data provided by Travelport) 3. Dover harbour - Calais harbour (by Station of London - DFDS ferry or P&O ferry, data Brux.Midi/Bruss.Zui provided by Pharos Datacom) d Station (by train, 4. Calais - Bruges (by train provided data provided by by Silverrail) Silverrail ) Focus Group Scenario 1 (train) Scenario 2 (bus) Scenario 3 (plane) Scenario 4 (ferry)

3. Brux.Midi/Bruss.Zui d Train Station - Bruxelles Midi Train N.B. Other routes also apply – via Station (by local Hull, Newhaven or Folkestone and public transport ) Dieppe, Dunkerque or Zeebrugge. 4. Bruxelles Midi Train Station- Bruges (by train, data provided by Silverrail)

An infirm couple Departure: Sutton Departure: Sutton (London suburb) Departure: Sutton (London Departure: Sutton (London suburb) (London suburb) Arrival: Bruges suburb) Arrival: Bruges Arrival: Bruges Arrival: Bruges 1. Sutton (London suburb) - Victoria 1. Sutton (London 1. Sutton (London suburb) - Station Central London (by train suburb) - St 1. Sutton (London suburb) - London Victoria Heathrow Airport of London provided by Silverrail) Pancras Train Station (by train, data provided by Silverrail) (by train, data provided by 2. Victoria Train Station London - Station of London 2. London Victoria Station – Bruges (by bus Silverrail ) Dover Priory station (by train (by train, data provided by Eurolines) 2. Heathrow Airport of provided by Silverrail) provided by London - Ostenda-Bruges 3. Dover Priory station – Dover Silverrail) Airport of Bruges (by plane, harbour (by local transport) 2. St Pancras Train data provided by Travelport) 3. Dover harbour - Calais harbour (by Station of London - DFDS ferry or P&O ferry, data Brux.Midi/Bruss.Zui provided by Pharos Datacom) d Station (by train, 4. Calais - Bruges (by train provided data provided by by Silverrail) Silverrail ) 3. N.B. Other routes also apply – via Focus Group Scenario 1 (train) Scenario 2 (bus) Scenario 3 (plane) Scenario 4 (ferry)

Brux.Midi/Bruss.Zui d Train Station - Bruxelles Midi Train Station (by local Hull, Newhaven or Folkestone and public transport ) Dieppe, Dunkerque or Zeebrugge. 4. Bruxelles Midi Train Station- Bruges (by train, data provided by Silverrail) Focus Group Scenario 1 (train) Scenario 2 (bus) Scenario 3 (plane) Scenario 4 (ferry) Departure: Sutton (London suburb) Arrival: Bruges Departure: Sutton (London suburb) 1. Sutton (London Arrival: Bruges suburb) - St Pancras Train 1. Sutton (London suburb) - Victoria Station of London Departure: Sutton (London Station Central London (by train (by train, data suburb) provided by Silverrail) provided by Arrival: Bruges Departure: Sutton (London suburb) 2. Victoria Train Station London - Silverrail) Arrival: Bruges Dover Priory station (by train 2. St Pancras Train 1. Sutton (London suburb) - provided by Silverrail) Station of London - Heathrow Airport of London 3. Dover Priory station – Dover A wheelchair-bound person Brux.Midi/Bruss.Zui (by train, data provided by harbour (by local transport) with carer d Station (by train, Silverrail ) 1. Sutton (London suburb) - London Victoria 3. Dover harbour - Calais harbour (by data provided by 2. Heathrow Airport of Station (by train, data provided by Silverrail) DFDS ferry or P&O ferry, data Silverrail ) London - Ostenda-Bruges 2. London Victoria Station – Bruges (by bus provided by Pharos Datacom) 3. Airport of Bruges (by plane, provided by Eurolines) 4. Calais - Bruges (by train provided Brux.Midi/Bruss.Zui data provided by Travelport) by Silverrail) d Train Station - Bruxelles Midi Train N.B. Other routes also apply – via Station (by local Hull, Newhaven or Folkestone and public transport ) Dieppe, Dunkerque or Zeebrugge. 4. Bruxelles Midi Train Station- Bruges (by train, data provided by Silverrail) 13.4 Brussels – Oslo Focus Group Scenario 1 (train) Scenario 2 (bus) Scenario 3 (plane) Scenario 4 (ferry) Departure: Brussels Arrival: Oslo Departure: Brussels Arrival: Oslo 1. Brussels Train Station - Hannover 1. Bruxelles-Midi/Brussel-Zuid Train Train Station (by Departure: Brussels Station - Köln Hbf (by train, data train provided by Arrival: Oslo provided by Silverrail) Departure: Brussels Silverrail ) 2. Köln Hbf Germany – Kiel Hbf Arrival: Oslo 2. Hannover Train 1. Brussels suburb - Germany (by train, data provided by Station in Germany Bruxelles-National Airport in Silverrail) Urban and Sub-urban able 1. Brussels suburb - Brussels Bus Station (by - Helsingborg C Zaventem (by train, data 3. Kiel – Gothenburg (by Stena Line adult travellers train, data provided by Silverrail) Train Station In provided by Silverrail) ferries, data provided by Pharos 2. Brussel NOORD Coach Station of Brussels - Sweden (by train 2. Bruxelles-National Airport Datacom) Galer Oslo Busstn Coach Station of Oslo (by provided by - Oslo-Gardermoen Airport 4. Gothenburg port – Gothenburg bus provided by Eurolines) Silverrail ) of Oslo (by plane. data main station (by local transport 3. Helsingborg C provided by Travelport) service) Train Station in 5. Gothenburg station - Oslo station Sweden - Oslo Train (by train, data provided by Silverrail) Station (by train provided by Silverrail ) Focus Group Scenario 1 (train) Scenario 2 (bus) Scenario 3 (plane) Scenario 4 (ferry) Departure: Brussels Arrival: Oslo Departure: Brussels Arrival: Oslo 1. Brussels Train Departure: Brussels Station - Hannover 1. Bruxelles-Midi/Brussel-Zuid Train Arrival: Oslo Train Station (by Departure: Brussels Station - Köln Hbf (by train, data train provided by Arrival: Oslo provided by Silverrail) Silverrail ) 2. Köln Hbf Germany – Kiel Hbf 1. Brussels suburb - Brussels Bus Station (by 2. Hannover Train 1. Brussels suburb - Germany (by train, data provided by train, data provided by Silverrail) Station in Germany Bruxelles-National Airport in Silverrail) Family of adults 2. Brussel NOORD Coach Station of Brussels - - Helsingborg C Zaventem (by train, data 3. Kiel – Gothenburg (by Stena Line and 2 children Galer Oslo Busstn Coach Station of Oslo (by Train Station In provided by Silverrail) ferries, data provided by Pharos bus provided by Eurolines*) Sweden (by train 2. Bruxelles-National Airport Datacom) provided by - Oslo-Gardermoen Airport 4. Gothenburg port – Gothenburg *Eurolines offers several discount for Silverrail ) of Oslo (by plane. data main station (by local transport children based on the age: 3. Helsingborg C provided by Travelport) service) -children 2< 80% dicount Train Station in 5. Gothenburg station - Oslo station -children 12< 50%discount Sweden - Oslo Train (by train, data provided by Silverrail) Station (by train provided by Silverrail ) A pregnant mother Departure: Brussels Departure: Brussels Departure: Brussels Departure: Brussels with small child (e.g. in a baby Arrival: Oslo Arrival: Oslo Arrival: Oslo Arrival: Oslo carriage) travelling alone 1. Brussels Train 1. Brussels suburb - Brussels Bus Station (by 1. Brussels suburb - 1. Bruxelles-Midi/Brussel-Zuid Train Station - Hannover train, data provided by Silverrail) Bruxelles-National Airport in Station - Köln Hbf (by train, data Train Station (by 2. Brussel NOORD Coach Station of Brussels - Zaventem (by train, data provided by Silverrail) train provided by Galer Oslo Busstn Coach Station of Oslo (by provided by Silverrail) 2. Köln Hbf Germany – Kiel Hbf Silverrail ) bus provided by Eurolines*) 2. Bruxelles-National Airport Germany (by train, data provided by 2. Hannover Train - Oslo-Gardermoen Airport Silverrail) Station in Germany *Eurolines offers several discount for of Oslo (by plane. data 3. Kiel – Gothenburg (by Stena Line - Helsingborg C children based on the age: provided by Travelport) ferries, data provided by Pharos Train Station In -children 2< 80% dicount Datacom) Sweden (by train -children 12< 50%discount 4. Gothenburg port – Gothenburg provided by main station (by local transport Focus Group Scenario 1 (train) Scenario 2 (bus) Scenario 3 (plane) Scenario 4 (ferry) Silverrail ) 3. Helsingborg C service) Train Station in 5. Gothenburg station - Oslo station Sweden - Oslo Train (by train, data provided by Silverrail) Station (by train provided by Silverrail ) Departure: Brussels Arrival: Oslo Departure: Brussels Arrival: Oslo 1. Brussels Train Station - Hannover Departure: Brussels 1. Bruxelles-Midi/Brussel-Zuid Train Train Station (by Arrival: Oslo Departure: Brussels Station - Köln Hbf (by train, data train provided by Arrival: Oslo provided by Silverrail) Silverrail) 1. Brussels suburb - Brussels Bus Station (by 2. Köln Hbf Germany – Kiel Hbf 2. Hannover Train train, data provided by Silverrail) 1. Brussels suburb - Germany (by train, data provided by Station in Germany 2. Brussel NOORD Coach Station of Brussels - Bruxelles-National Airport in Silverrail) An infirm couple - Helsingborg C Galer Oslo Busstn Coach Station of Oslo (by Zaventem (by train provided 3. Kiel – Gothenburg (by Stena Line Train Station In bus provided by Eurolines*) by Silverrail ) ferries, data provided by Pharos Sweden (by train 2. Bruxelles-National Airport Datacom) provided by *Eurolines welcomes passengers with - Oslo-Gardermoen Airport 4. Gothenburg port – Gothenburg Silverrail) restricted mobility aboard its coaches of Oslo (by plane provided main station (by local transport 3. Helsingborg C provided they are accompanied by a non- by Amadeus ) service) Train Station in handicapped helper. 5. Gothenburg station - Oslo station Sweden - Oslo Train (by train, data provided by Silverrail) Station (by train provided by Silverrail) Focus Group Scenario 1 (train) Scenario 2 (bus) Scenario 3 (plane) Scenario 4 (ferry) Departure: Brussels Arrival: Oslo Departure: Brussels Arrival: Oslo 1. Brussels Train Departure: Brussels Station - Hannover Arrival: Oslo 1. Bruxelles-Midi/Brussel-Zuid Train Train Station (by Departure: Brussels Station - Köln Hbf (by train, data train provided by 1. Brussels suburb - Brussels Bus Station (by Arrival: Oslo provided by Silverrail) Silverrail ) train, data provided by Silverrail) 2. Köln Hbf Germany – Kiel Hbf 2. Hannover Train 2. Brussel NOORD Coach Station of Brussels - 1. Brussels suburb - Germany (by train, data provided by Station in Germany Galer Oslo Busstn Coach Station of Oslo (by Bruxelles-National Airport in Silverrail) A wheelchair-bound person - Helsingborg C bus provided by Eurolines*) Zaventem (by train, data 3. Kiel – Gothenburg (by Stena Line with carer Train Station In provided by Silverrail) ferries, data provided by Pharos Sweden (by train * Eurolines welcomes passengers with 2. Bruxelles-National Airport Datacom) provided by restricted mobility aboard its coaches - Oslo-Gardermoen Airport 4. Gothenburg port – Gothenburg Silverrail) provided they are accompanied by a non- of Oslo (by plane. data main station (by local transport 3. Helsingborg C handicapped helper. Eurolines offers to the provided by Travelport) service) Train Station in person accompanying the disabled passenger 5. Gothenburg station - Oslo station Sweden - Oslo Train a 50% discount off Eurolines standard fare. (by train, data provided by Silverrail) Station (by train provided by Silverrail)