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Designing for Urban Mobility: Modeling the Traveler Experience

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Designing for Urban Mobility: Modeling the Traveler Experience Designing for urban mobility: Modeling the traveler experience 2019SACLC006 2019SACLC006 : Thèse de doctorat de l'Université Paris-Saclay préparée à CentraleSupélec NNT École doctorale n°573 : interfaces : approches interdisciplinaires, fondements, applications et innovation (Interfaces) Spécialité : sciences et technologies industrielles Thèse présentée et soutenue à Gif-sur-Yvette, le 29 Janvier 2019, par Ouail Al Maghraoui Composition du Jury : Stéphanie Buisine Rapporteur Professeur, Groupe CESI Laboratoire d'Innovation Numérique pour les Entreprises, les Apprentissages et la Compétitivité des Territoires Cristina Pronello Rapporteur Professeur, Université de Technologie de Compiègne Département Génie des systèmes urbains Isabelle Nicolaï Examinateur Professeur, Université Paris Saclay Laboratoire Génie Industriel Alexandra Millonig Examinateur Docteur, Austrian Institute of Technology Dynamic Transportation Systems Fabien Leurent Président Professeur, Université Paris Est Laboratoire Ville Mobilité Transport Jakob Puchinger Directeur de thèse Professeur, Université Paris Saclay Laboratoire Génie Industriel & IRT SystemX Bernard Yannou Co-Directeur de thèse Professeur, Université Paris Saclay Laboratoire Génie Industriel Flore Vallet Co-Directeur de thèse Docteur, Université Paris Saclay Laboratoire Génie Industriel & IRT SystemX 1 To my dear parents To my beloved wife To my dear brother and my big family To all my dear friends and comrades To all those whom I love and who believe in me In memory of my grandfather To my dear teachers To anyone working for the good of humanity 2 Acknowledgements - Remerciements I first would like to warmly thank the jury members of this PhD thesis: Stéphanie Buisine from CESI Group and Crisitna Pronello from University of Technology of Compiègne, for accepting to review this work. The reports were rich in useful advice and information for the continuation of my work. I thank professor Fabien Leurent from Paris-Est University, Alexandra Millonig from the Austrian Institute of Technology and Isabelle Nicolaï from Paris-Saclay University for accepting to evaluate this work as examiners. It is a great honor to have my work assessed by you. The exchanges in the defense allowed me to accentuate my perspective on this work, and I hope that we will still have the opportunity to exchange in the future. Mon voyage pendant ces trois années de thèse n’aurait pas été agréable sans la présence et le soutien de plusieurs personnes. Tout d’abord, mes trois encadrants Flore Vallet, Jakob Puchinger, et Bernard Yannou, qui m’ont accompagné dans mon cheminement de chercheur en herbe, du premier jour jusqu’à ma soutenance. Flore, pour m’avoir assisté dans les plus petits détails de mes activités de recherche et pour son engagement sans égal. Jakob, pour ses commentaires constructifs et sa bienveillance. Bernard, pour ses recommandations clairvoyantes et pour les différentes opportunités qu’il m’a offertes. Je remercie les différents interlocuteurs des partenaires industriels de la Chaire Anthropolis qui m’ont éclairé sur leurs enjeux et leurs attentes, puis pour leurs retours très constructifs qui m’ont permis d’améliorer les résultats de ma recherche. Je suis également reconnaissant aux personnes qui ont accepté de participer à mes interviews et focus groups : la grande famille des doctorants et plus particulièrement Tasneem Adeeb Bani Mustafa, Hichame Benbitour, Selmen Boubaker, Haythem Selmi, Fabio Antonialli et Shaohua Yu. Puis mes amis e l’IRT SystemX : Danya Bachir, Omar Dib, Joseph Kamel, Nada Essaouini, Hanane Fadiaw, Niezi Mharsi, Mohamed Zayani, Rim Kaddah, Farah Haidar, Nabil El Fadli et Alam Mahabub. Une mention spéciale pour mes deux compagnons et frères Abood Mourad et Reza Vosooghi sans qui ces années de thèse auraient été ennuyeuses et mon manuscrit sans cinquième chapitre. Je suis également reconnaissant aux piliers du Laboratoire de Génie Industriel pour les merveilleux moments passés à leurs côtés, pour leur soutien et leur amitié : Delphine Martin, Sylvie Guillemain, Corinne Ollivier, et Carole Stoll. Je tiens à remercier Jean-Claude Bocquet qui a été le premier à m’accompagner dans mon cheminement au sein de la chaire. Je tiens à remercier chaleureusement mes amis du LGI et de l’IRT SystemX Alexandre Bekhradi, Sonia Ben Hamida, Islam Abdin, Guillaume Lamé, Youssef Dammak, Lara Qasim, Naouress Fatfouta, Tim Sissoko, Diya Moubdi, Sarra Fakhfakh, Rodrigo Gandia, Bruna Habib Cavazza, Hoang-Phuong Nguyen, Amira Ben Hamida, Fereshteh Asgari. Un grand merci à mes professeurs et collègues François Cluzel, Vicent Mousseau, Yann Leroy, Marija Jankovic, Ludovic-Alexandre Vidal, Franck Marle, Asma Ghaffari et Julie Le Cardinal pour tout ce qu’ils m’ont appris durant ces années. Finalement, pour le meilleur et pour le pire, l’amour de mes proches était toujours là pour moi. Ma famille : Mes parents Naziha et Belkacem, qui n’ont jamais cessé de me soutenir et de me pousser vers l’avant, qui ont fait le voyage du Maroc pour assister à ma soutenance, je leur dédie ce travail. Ma tante Souad et son mari Majid qui sont venu de Dijon pour m’encourager, puis mon très cher ami Omar Fadlaoui pour s’être libéré un jour de la semaine et avoir été présent. Mes amis depuis des années en France ou au Maroc. Une pensée particulière à mes deux meilleurs amis Anass Mekouar et Abderrahim Boujida. Enfin, merci à ma femme Amina pour ses encouragements et son support pendant mes derniers mois de thèse qui ne sont que le début d’un chemin plein d’Amour et de projets pour l’humanité. 3 Abstract A user of urban mobility systems interacts with many products and services while heading to some destination. However, the design of urban mobility systems does not usually rely on a door-to-door representation of the traveler experience. Human-centered design represents a relevant way to bring together the views of urban mobility stakeholders in designing integrated mobility systems that meet travelers wants and needs. However, generic human-centered models and methods are not adapted to urban mobility specificities and do not integrate the door-to-door product and service experience of a traveler including his/her activities within a city. This has repercussions on design practice such as sampling, scaling, setting performance indicators, gathering and analyzing qualitative data, involving stakeholders, and setting the boundaries of the system to be designed. For designers and transport operators, these are not obvious to set when it comes to design complex systems, at the scale of a city, which are anchored in the urban life. This thesis aims at developing a model of traveler experience to assist the diagnosis of travel problems in urban mobility systems. Combining the views of user- experience (UX) design and transportation, it addresses the following research questions: Q1: How can traveler experience be modeled to feed travel problems diagnosis? Q2: What are the problems travelers experience using urban mobility systems? Q3: What is the effect of a traveler-centered stimulus on travel problem generation effectiveness? Q4: How can specific traveler attributes improve transport modeling and simulation? A conceptual model is first proposed based on human-centered and transportation literature, observations of four urban areas, six interviews, and three workshops. It describes and analyzes different facets of traveler experience and proposes a conceptual setting for problems that travelers face when they interact with an urban mobility system. The model illustrates how the traveler interacts, at different scales with mobility technical systems, and how situations from the urban context can provoke a shift from an expected to a real travel scenario. A case study is conducted to illustrate the use of the conceptual model in identifying travel problems for a demand-responsive transport service. It shows a need for pre- defined categories of problems when identifying causation of problems declared by users. A taxonomy of travel problems is then proposed to complete the missing categories in the conceptual model. It is based on a grounded theory approach using interview scripts from three metropolises and codes them into twenty-two categories of travel problems. Moreover, it proposes a definition of travel problems that synthesizes the views of interviewees and a causality scheme that connects the travel problems categories. The categories cover both objective and subjective dimensions of how problems are perceived by travelers. A case study shows the value of having pre-defined problem categories in bringing deeper insight into mobility systems diagnosis. However, the conceptual model needed validation in a design activity. It was therefore simplified to fit the focus group format of travel problem generation. A textual stimulus is designed to help travelers generate varied and novel travel problems. An experiment is conducted with two control groups as a baseline for non-stimulated problem generation and two experimental groups that are provided with a traveler-centered stimulus. Results show that the stimulated groups generate novel problems with a greater variety than the non-stimulated ones, covering most of the traveler experience dimensions. These dimensions are translated into traveler specific attributes to enhance the accuracy of the determinants of modal shift. Finally, an online survey (457 responses) is conducted for the greater Paris region to estimate the population that is more likely to shift towards using shared
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