Untangling Road Trip Experiences with Connected

Planning and bringing it to the car

MFA in Interaction Design Thesis Project Report Aylin Alpay

Abstract

With developing technologies and growing infrastructures, connected experiences are expanding their realms towards various devices and scenarios in our lives. One of the areas, which is going under a big change due to this connectivity is the car related experiences. As connectivity is intrinsically enabler of different experiences and services, it is foreseen that it will bring a different dimension to car and related experiences as well.

By investigating the future trends and possibilities that connectivity can provide to car and driving related experiences, this thesis aims for imagining the near future scenarios with an explorative approach, focusing on one and addressing to the rising issues with a design proposal that is meaningful to both users and the industry.

The result, Tripcloud, contributes to the future scenario of having a road trip with the car, with a new digital platform that aims for supporting the users throughout the planning and bringing the plans into the car experience seamlessly and safely. It aims for reducing today’s existing complexity in terms of interaction and cognition to provide a better experience and avoid driver distraction. With providing organised information pieces, information exchange between people and automated links with mobile devices and car, Tripcloud offers easier an more convenient alternative for road trip planing and bringing the plans into car experiences for the near future. Table of Content

INTRODUCTION 1

Overview 2 Process 2 Exploration 2 Collaboration 2 Design Process 2 External Tutoring 2 Covered Research Area 2 Background 4 Future Changes 4 Personal Interest 5

EXPLORATION 7

Literature Research 8 Connected Car 8 Connectivity Architecture 9 Value for People 10 Value for Industry 10 My Vision for Connected Car 11 Exploratory Research 12 Interviews & Journey Mapping 12 Brainstorming 13 Future Trend Analysis 14 Personas & Storyboarding 15

DESIGN PROCESS 17

Primary Research 18 Scope 18 Intention 18 Before Trip 18 During Trip 20 Problem Re-definition 22 Framing the problem 22 Design Problem 22 Technology 22 Main Problem 22 Aim 23 Research Synthesis 24 Need for Reducing Confusion 24 Need for Reference 24 Need for Balancing Planning 24 Engagement 25 Constraints, Objectives, Directives 25 Creative Process 26 Ideation Workshop 26 Early Prototypes 28 Feedback 30 Reflection 30 Tactics 31 Storyboarding 32 Prototyping & Testing 34 Result 36 Concept 36 Reflection 40 References 41

INTRODUCTION

This project started with a curiosity to explore newly emerging technologies and trends around car industry. The purpose of the studies was to identify opportunities for today and future in order to find ways to enhance experiences that includes and driving.

The area has been narrowed down and studies have been deepened towards specific usages after broad explorations on technology, users and future trends have been framed with defining the context and the problems.

Systemic level of thinking that came with the investigation of a technology and interaction level of thinking that came from the identification of the context and problems have been merged together to design a coherent result.

The underlying reasons for the choice of topic and the methods were, to be able to investigate a newly emerging area and then, propose a design solution that; makes use of that technology, is meaningful to the user, is possible in the future and relevant to industry.

1 Overview

Process

This thesis consists of two fundamental parts. First part is the exploration; where the topic arising from personal interest has been investigated from a broad perspective, and second part is the design process; where more focused research and ideation took part to propose a design solution. Covered Research Areas

Exploration Design Process

First part of the project is designed The second part of the thesis Literature to get glimpses of people’s which starts with a clear Research experiences with car and to identification of a problem, has unfold the potential value that done individually and includes newly emerging technologies research, ideation, design and can bring to people’s experiences execution. Throughout the with car. The approach for this process, user behaviours and part of the project was explorative interactions, pain points, motives rather than in-depth. Various and conveniences for users has methods and tools used for been investigated in-depth. bringing different perspectives Additional research had been Desktop to the topic and evaluating the done when needed throughout Research outcomes. the ideation and design phase .

External Tutoring Collaboration This thesis was supported Exploration part has been done by Jorge Furuya and Paulo in collaboration with another Coelho from the Android Auto Interaction Design thesis student department at Google (CA), who from the University of Southern have mentored and guided the Denmark. Throughout this directions of the project. They User exploration phase, our roles were have been providing support in Studies parallel, the same as our interests terms of useful methodology, for research areas. feedback from the industry, as well as relevant articles and information.

2 Technology Trip Online Foundational and Car Planning Community

Future Trend Reports, Literature on Usage of Internet for Motivations for Industry Reports (PSFK, Future of Mobility, Trip planning contribution to IBM, strategy&pwc) Data Collection, online communities Opportunities for car industry

Trends in car Connectivity Market Research on Research on existing industry (Medium, Infrastructures relevant applications online community The Verge, CES (webinars, online platforms videos, TED) presentations)

First steps from industry (corporation websites)

Interviews on Observation in car Online probe, User involvement communication in User involvement with paper the car and with the with paper prototypes car prototypes

Journey mapping Observation in car on driving experiences

Figure 1.1: Covered research areas 3 Background

“The auto industry has been a goldmine and Car driving force for new technologies for over 100 Buyer years... (Markus Granlund, CEO of SEMCON, 2013)

...Auto industry given us Innovation’(Viereckl, R. et al., freedom and mobility in a 2015), ‘Advancing Mobility; way that would have been The new Frontier of Smarter hard to imagine a century Transportation’ (Gyimesi, K. et ago. But it’s also an industry al., 2010). facing challenges and change all the time. This time things 1.THE CAR BUYER IS will change the bedrock of CHANGING. New generations New its business and products it which has clearly different Markets creates.” (Granlund 2013) understanding of ownership and service are about the be Future Changes the drivers of the future. As this generation values access over Future of the automotive industry ownership, car buyers might be is full of changes. Many in the service providers, rather than industry’s ecosystem consider individuals. this development disturbing, others see it as a way of creating 2.NEW MARKETS WILL new opportunities for innovative TAKE OVER. Considering the technological development such investments and potential of as autonomous cars, accident- eastern countries, the market, so Alternative free traffic, intelligent mobility. does the design and production Energy From a broader perspective, is changing the future plans. they have a potential to change the infrastructure of mobility 3.ALTERNATIVE ENERGY for the long run. Meanwhile, SOURCES are one of the they also provide different Figure 1.2: Aspects that has great influence on the future of auto industry and its biggest areas that auto makers side-opportunities both for products are investing a lot to be able to by 2020 around a quarter of all automakers, service providers shape the future infrastructures cars, mainly the more expensive and users. and business models as it sort, will be online. (smart phones I can see the clues of these is known that shifting from on wheels) early conversations about the fossil fuels to clean energy is changes in industry reports and inevitable. 5.THE DRIVERLESS CARS are the design researches: Future by vehicles that are equipped with semcon, ‘Trends changing the 4.CONNECTIVITY.The required technology to monitor automotive industry’ (Olsson number of cars with some the traffic and manoeuvre 2013), ‘Long-run Trends in Car sort of networking ability (via themselves while the driver is Use’ (International connecting smart phones etc.) doing something else. This is the Forum 2013), ‘Connected Car today is small, perhaps only 8% ultimate vision for connected, Study 2015: Racing Ahead With of the global total, according to smart and communicative Autonomour Cars and Digital McKinsey, a consulting firm. But vehicle which will eventually

4 Personal Interest Driverless Cars My choice of topic came from a all the accessibility it provides. curiosity to understand complex This led us to expect services systems and this project initially at anywhere and anytime started with an interest to explore followed by expectations of newly emerging technologies different convenience as well. and trends around car industry. Due to these changes, interest My motives for deciding what in connected products and subject I would work on during services, to provide a better and my thesis were: more personal experiences has been ever increasing in every Making newly emerging sector. Big concepts and technology useful Data for people “As we see the Imagining future scenarios and designing for it future before it connectivity becomes reality space evolving, what we also see Work both with systemic level and interaction level is customers’ changing Be user centred but also stay behaviours in many, relevant to the industry as well. very significant Connectivity From interaction design ways. Some of perspective, I found connectivity which make their area interesting due to some questions like “What will ways to vehicles as connectivity of the car mean to well” users? What will connectivity of Malhotra, Figure 1.2: Aspects that has great influence on the future of auto industry and its products the user through the car mean? Senior Manager Audi open a new era in mobility and How these will change the Connected Vehicles, 2015 transportation. experiences and interactions?“

6.BIG DATA is also another In our daily lives we are Connectivity is slowly jumping important factor that most of the connected through various into the car industry and tends to manufacturers are competing different channels such as our become a key element when we for value creation for different smart phones, tablets, laptops talk about future car experiences areas such as customer relations, and other devices which helps and interactions. Now it seems brand awareness, product us decide whether to take our like the car is the new digital improvements, insurance umbrella with us or where to arena and how it will become pricing etc. which will change the eat or whom to talk to at that part of our connected life, will be service concept that exist today moment. Connectivity in the determinant of the changes and infrastructures structures general has changed how we industry will experience in the that exists today. think and how we behave with future.

5 6 EXPLORATION answering “what?”

The project started with a broad topic of “connected car” and “better user experiences it can provide to people”. My interests, so does the project was at the intersection of a new concept that came with the implementation of new technologies and possible experiences it can offer to the users. Before narrowing it down to a more specific topic, holistic understanding of the context, having primal insights and standpoints were needed in order to proceed to the next steps. The intention of the exploration phase was understanding what this technology is and then set the grounds for “what” are the opportunities for designing better experiences.

During this period, we expected to engage various people in order to gain insights on usage of car and technology, as well as their stories and driving experiences. We planned to approach the topic from various perspectives. With desktop research and user researches, we expected to contribute to our understanding of the area and broaden our horizon. When it comes to narrow down the topic, we aimed to boil down the learnings into scenarios in order to leave room for inspiration for the next steps.

7 Literature Research The best known connected- car technology could be satellite Connected Car navigation, which uses the global- positioning system (GPS) in conjunction with a database of roads to provide directions and find points The connected car is an automobile of interest. (The Economist 2009) designed with direct access to the It was the first form of transferring data between car and outer world Internet, enabling automated links to all to provide conveniences to the other connected objects, including smart users driving from A to B. However, definition and the scope of the phones, tracking devices, traffic lights “connected car” is evolving rapidly other motor vehicles and even home as vehicles are outfitted with appliances new technologies. Today it is the convenience of plugging the smart (Viereckl et al. 2015) phone in the car. However studies are projecting that the next couple of years, it will expand and enable new The connected car provides the possibility connectivity areas such as vehicle- to-vehicle, mobile device-to- of internet-based data transfer between vehicle, user-to-vehicle, vehicle- the car and its surroundings to-smart infrastructure. All these (everis Connected Car Report, 2015) newly emerging communication channels are supported with different connectivity architectures. To understand what are the possibilities, it is important to For over a hundred years, automobiles have been isolated understand how the infrastructures machines of metal and motor with the single purpose are formed. of transporting passengers and cargo from one place to another. Over the past 50 plus years, the automotive industry has adopted electronics and information technology to INTEGRATED TETHERED EMBEDDED meet regulatory requirements for safety, emissions control with external modem with embedded modem and fuel efficiency; improve diagnostics; and satisfy

market-driven requirements for comfort, convenience, Web App API Web App API Web App Web App communications and entertainment. With the advent of a perpetually connected society, people naturally expect to expand the digital experience into their vehicles. In effect, car owners want their vehicle to become a personal node on a network of rolling, connected devices. And automakers have Modem Modem a complementary interest in monitoring vehicles remotely to SIM SIM SIM UI UI Apps UI Apps Modem UI Apps Modem SIM pro-actively detect and respond to warranty and maintenance UI needs (Poulin 2014) Apps

Figure 2.1: Three ways of bringing connectivity into car. Connectivity Infrastructures is illustrated with the learnings from; Everis Connected Car Report and Current Landscape of Connected Car APIs (online presentation by Liz Slocum Jensen) 8 Connectivity Architecture In an embedded system, a +/- complete communication According to the Global module (modem and a SIM), is Embedded solution System for Mobile Association, permanently integrated into the • Vehicle centric connectivity architectures can car which does not require any • Very reliable and always on be defined in three categories; external device. • Seamless user experience embedded, tethered and • Does not require user setup integrated (GSMA 2013). Although these three solution • Suitable for both safety and mainly serve the same purpose, security-related services For the integrated approach, the which is providing connectivity, +/- connection is made through a they are not completely substitute for each other. Due mobile device, but all applications Tethered solution: to the infrastructure differences and programs run on the user’s embedded modem they vary in terms of strength, mobile device. The car hardware • Easier and personalised cost cost and capability. In the future, is only used for displaying and management for services connectivity can vary based HMI reasons. • More reliable and faster on the need and they might connection compared to continue to co-exist as well. For the tethered solution, external modem solutions (everis connected car report) intelligence of the applications due to the usage of the car run in the vehicle but an antenna external SIM is used to enable +/- • Better for infotainment connectivity. SIM can be brought Integrated solution: usage (music, content it with two ways, one is having • Can make use of most streaming etc.) a built in modem in the car with recent device and relevant a SIM card slot. The other one is network technology external modem making use of the modem and • Appropriate for • Easier and personalised cost the SIM card of user’s mobile infotainment, access to management for services device, e.g. smart phone. traffic information and • Less costly in-vehicle external navigation hardware is required • Seamless service is not • External modem is more guaranteed likely to be up-to-date

INTEGRATED TETHERED EMBEDDED

with external modem with embedded modem

Web App API Web App API Web App Web App

Modem Modem

SIM SIM SIM UI UI Apps UI Apps Modem UI Apps Modem SIM UI

Apps

Figure 2.1: Three ways of bringing connectivity into car. Connectivity Infrastructures is illustrated with the learnings from; Everis Connected Car Report and Current Landscape of Connected Car APIs (online presentation by Liz Slocum Jensen) 9 What is the value for people? So when we talk about the value will trigger a fierce competition, for users it is about enhancing on the other hand it will also From behavioural perspective, the experience and providing provide new possibilities both connectivity has a great influence convenience of having for industries and users. This will on defining our interactions and information to hand, continuing allow consumers to employ new usage patterns of products and your ‘connected’ experience applications for different needs services. This means that it is from the home and the phone (Gyimesi et al. 2010) an important factor to address into the car. today’s and future users. Anupam In order to meet the demands, Malhotra, manager of connected What is the value for industry? provide more convenient or vehicles at Audi of America, personalised experiences to new also emphasizes that the 70% of Soon, every aspect of vehicular generations and benefit from the the customers in next few years transportation will be controlled new communication channel will be X and Y generation and by telematics and information with the customers, connectivity connected lifestyle is given for technology and the connectivity stays highly relevant. Based on them (Viereckl et al. 2015). Providing Advancing Mobility report by connectivity and applying IBM, auto buyers of near future He emphasizes that connected intelligent technologies to cars will come to regard the car as a car is “ a game changer , and as comes with a lot of positive bundle of services, rather than connectivity remains extremely impressions for the car and a package of hardware, which meaningful to younger groups, software industries, which makes will as a consequence, increase this lifestyle has to be reflected in a lot of companies to invest on the importance of digital vehicle as well. new concepts. On one hand it experiences.

People Industry

Improve the Improve Enhance Data gathering Maintaining Meeting driving operational the driving on vehicle brand regulatory experience [1] performance [3] experience [4] usage [3] awareness [3] demands [3]

Building an Offering Create a better Provide better Improved Creating a on-going enhanced user experience user experience infotainment unique customer relationship w/ vehicle [3] [1] experiences [4] relationship [3] customer [3] related services [2] (E.g. remote diagnostics, preventive Personalisation Address to a Developing maintenance, through bigger new models of early applications [2] audience [1] mobility [3] warning)

[1] Connected Car Study [2] Advancing Mobility by [3] Connected Car Industry [4] Everis Connected Car 2015 by Strategy& pwc IBM Institute for Business Report 2013 by Telefoica Report

Figure 2.2: Areas that users value in the near future Figure 2.3: Areas that industries value in the near future 10 My Vision for Connected Car

Based on the papers, reports and With internet connectivity, studies, it is obvious that cars vehicle to device connectivity being connected will provide and connectivity with service lots of benefits. It will make the providers, car can offer better roads safer, driving easier and experiences to users. I found this travelling more convenient. It area to be more about providing will enable seamless experiences convenience, comfort and new by creating a channel to bringing ways of interaction. in-car experiences outside and outside experiences into the car. .

Positioning

There is no doubt that the technology and investments behind car’s connectivity as well as the advantages of it, will be huge. When car becomes our next connected device, the infrastructure of the connectivity will be bigger and more complex Figure 2.4: Possible issues that than today’s connected devices Connected Car can address such as our phones, watches, thermostats, refrigerators and so Scope on. Even though the complexity makes it unique amongst other Referring to the value creation things we use everyday, I believe areas mentioned before, it it will still be just one of our is possible to say that the connected devices that we use opportunities are almost endless. to make our lives easier. However, I believe the scope of connected car can provide Role solutions for two big topics. With in this framework, it is Thanks to the vehicle to vehicle possible to say that connected communication, vehicle to car concept is more of a medium infrastructure communication to provide solutions and create and ability to reach real-time better scenarios. It will not be the traffic data, it cansolve traffic experience itself. Instead it will problems. This area is more be the enabler of experiences about safety, security, traffic that we would want or need. management and emergency,

11 Exploratory Research

Interviews & Journey Mapping Main Learnings.

Interviews and journey mapping For the journey mapping, the In many scenarios whether were chosen as the first form same participants were asked it is about daily usage or long of user involvement. With to tell one of their memorable drive experience, flexibility and nine participants including car driving experience in three convenience were the keywords owners, car users and non- steps; before, during and after. for both drivers and passengers. drivers, interviews have been Capturing the details of driving The less they put effort, the conducted with the main focus and driving related experiences happier they were. This was of “the communication”, later was the main purpose of the also related with time efficiency, elaborated with three questions activity. especially for drives related to regarding the daily activities. The more time people spent on interacting, communication between changing, deciding etc., the people in the car, e.g. chat, less they were satisfied with the decision making about experiences. destination, music, route etc. Among the ones who picked up communication between a long trip experience for the vehicles e.g. communicating journey mapping, it was found with other cars through the that planning causes all of them car itself and through mobile some difficulty and stress. Also devices. getting ready for the journey, collecting information and communication with the car keeping everything in mind was (drivers/passengers interacting Figure 2.6: Journey mapping with a pain point for the participants. with the car) users

Figure 2.5: Process visualisation and required input from users concerning Figure 2.7: Representation of the main communication pain point derived from the research. 12 Brainstorming

A follow-up brainstorming session (on the left) was held in order to speculate and interpret the insights derived from users. In this phase this method has been used as a tool to expand the topic first with turning the insight into “How might we” questions.

A quick ideation session on each how might we questions, has been done and the outcomes have been clustered to create directions and narrow down the topic.

Brainstorming and ideation helped us to approach to the topic in a creative way and see the glimpses of what can be done in the field. As we stayed directly relevant to the insights, outcomes were representing potential solutions to the problematic areas which also helped us to narrow down the topic based on the saturation of the area and personal interests of ours.

Main Learning

Outcomes of the brainstorming have been clustered in four categories; Entertainment, Navigation, Safety and Comfort. Among the four categories, Navigation has been chosen as the main focus with two sub areas; Navigation for daily usage and Navigation for long distance. The outcomes of ideation session played an important role on making this decision.

13 Future Trend Analysis are. This empowerment will enable people to embrace every In order to recognize the unknown and help them deal upcoming user lifestyles and with everything in a short period. behaviours, a future board where future trends and lifestyles were Based on the future trend reports, represented, has been created. it is also possible to say that New generations’ mindset, people will more than they transportation, urban life styles do now in 5 years (LHBS 2015). and technological developments While the big portion of it will were the main focuses while be by plane, substantial increase doing the research. For a better in instant trips to close cities, understanding of the drives that nearby attractions and road trips will be influential, various future are also expected to happen trend reports have been reviewed. more frequently. For this particular project, next 5 years has been chosen as the time frame.

Figure 2.9: Summary of outcomes of the future trends board

Continuous Increase Connection in instant

Embrace Boundless Figure 2.8: Future trends board every Access unknown Main Learnings

The big picture we created with future trends and researches indicates that connectivity between devices and platforms will be the infrastructure of future products and services. As the Time Empowerment services will be continuous, on efficiency demand and personal, people will be in expectation of boundless access and assistance whenever they want and wherever they Figure 2.10: Synthesis of the Future trends research. Influential Reports; PSFK The Future of Travel 2015, PSFK The Future of Travel 2016, LHBS The Near Future of Travel 2015, Hyper-connected Travel and Transportation in Action 14 Personas & Storyboarding and visualize the learnings and taking the user studies, future outcomes so far. This was the trends and brainstorming into After a broad research to last activity for the exploration consideration. The four personas understand the limitations and sprint and set the foundations have different backgrounds possibilities, creating personas of the decision of the topic and characteristic, and the four and storyboards has been for me. Four stories and four scenarios representing a day in chosen as a tool to synthesize personas have been created by their lives have different themes.

Outcome

All off the scenarios we created were quite interesting and inspirational. While some of them were more about marketing and service creation, some others were more about interaction and design. Among the four scenarios “Conveniences for Trip Planning” seemed like an opportunity to me, so I decided to focus on that area.

The most influential question that helped me decide was;

WHAT IF OUR CAR KNEW WHERE WE WANTED TO GO?

The factors I considered while narrowing my topic down were; technology that can leverage the existing experiences, problems that users have mentioned and my personal interest in topic.

Jonas Becker Mathilda Arnesen Lucas Nilsson Amy Jackson

User Technology problems Future of Syncing daily Conveniences Connected commuting activities for trip services experience with car planning on the go Personal Interest

Figure 2.11: Personas, stories and the relevant outcomes of the brainstorming Figure 2.12: Factors considered for session. narrowing down the topic.

15 16 DESIGN PROCESS answering “how?”

Providing better experiences to car users was the initial and the fundamental goal for the project. Starting with investigating new technologies, pursuing emerging trends and understanding user scenarios, the project had a bottom up approach for the exploration part in order to get a better grasp of the topic. After identifying the possible design areas and focusing on one, next question that needed to be answered was “How?” . To be able to address that, I shifted the approach from bottom-up to top- down. Following this shift, more specific research was needed to get specific insights form people in order to form a design proposal relevant to the problems.

User-centered design approach, has created the backbone of the design process. For this part of the project, observations, engagement of various people, prototyping and testing the prototypes were expected. Getting specific insights from people to find answers to “How?” questions through out the process and using feedbacks as an evaluation tool has been planned.

17 Primary Research Before Trip

Digital Probe + Q&A session

In order to collect data on how people plan their trips, an online activity has been created and sent to 6 people of different ages and backgrounds.

Through the digital probe, people were asked to plan an imaginary trip for a weekend. They answered the questions related to; Figure 3.1: Representation of the topic -How they get the idea or the Scope Intention inspiration?

Under the “trip experiences The primary research intended -How they figured out where to with a car” topic, design process to look at scenarios in depth go and how to spend their time? had its focus on people’s and identify the user problems behaviours, interactions faced through out the process. -How they organise the collected and perceptions which I was mainly interested in information and the plans? created the foundation of the capturing the small details research phase. With help about the usage of existing -How they got prepared for the from ethnographic research technology and the car in the trip? methods, the research for context of trip planning and this thesis included a digital implementation of the plans. -How they brought the probe, Q&A session with A qualitative approach was information into the car or the participants and observation chosen to create the best in- navigation system? within the relevant areas of depth understanding of users’ the subject. In order to see the behaviour in the context, and Participants were asked to relations and have more clear to dig deep into the “how” document the process with understanding of the findings, questions relevant with the photos and screen-shots. Later the research has been framed area. The key objectives of the on, a quick Q&A session was held with the relations of three primary research were; to talk about the specific points factors; people, object, data. of the outcomes. Getting specific insights

data Getting behaviour patterns

Validating the problem area

Developing design people object principles

Figure 3.2: Representation of the research frame with a diagram 18 Figure 3.3: Online activity that is sent to the participants Main Learnings

While analysing the outcomes, There weren’t significant locations with the intention of I came across with two types of problems for the second type of checking them whenever they behavioural pattern; people at this stage as they didn’t need. put much effort on planning 1 Planing everything ahead and bringing plans into the car. Besides the differences, both and knowing what to However, for the first type of types have valued the expect people, the process was effortful. recommendations from friends They check the possible while deciding where to go and 2 Not planning in advance, destinations from online maps, non of them used any kind of keeping the excitement websites, applications and application through out their with being spontaneous forums for location, images and deciding and planning periods. comments that will help them While first type of people were to decide and create their plans. marking , places They put quite amount of effort to visit and things to do on on collecting information. At map or taking notes on their bringing them in car phase, mobile devices, second type of people either printed the required people preferred receiving less information or they brought information beforehand and them in digitally, on their phone liked being independent. in the form of notes or marked

19 During Trip

Observation

As J. Blomberg said on ethnographic field methods “The ability to observe and record ongoing activities becomes more critical to the success of the endeavour.”

A group of 3 adults (1 female, 2 male) that are having a weekend trip from Ankara to Cappadocia with a car had been observed for 3 days. The focus for the observation was on the following experiences;

• how people actually bring the information in the car

• how people interact with the car and devices in terms of finding different destinations throughout the journey

• how the communication and decision making patterns were shaped in the group

While the group is travelling, my primary role was to observe, and document the communication and user interactions with car and devices, related to the trip.

Figure 3.4: Scenes from observation

20 Main Learnings Even if people had plans on Plans needed to flexible. Based where to go, they had trouble on various factors such as instant Observation has provided finding the place on the weather changes, road and traffic valuable insights about ‘during navigation device several times. situation, getting hungry, getting the trip’ part of the experience They either struggled with it for tired, etc. people changed the and created connection between a while or used the device that next destination they are about planning and implementing part they have found or saved the to visit. In such cases, decision with contextual clues. information to find the address making took quite a lot of time, or the way. triggered intensive use of mobile During the trip mostly driver devices and required attention of or the person next to the driver Internet connection was the everyone. seemed to be responsible for most used channel for the the plan. They interacted with information and way finding. the devices and the car. That Websites and applications like excluded the other passengers Foursquare, Google Maps, on the back seat and made Wikitravel and Trip Advisor have it troublesome for them to been used for decision making contribute and provide input. on the go.

Figure 3.5: The places visited during the trip

21 Problem Re-definition

Framing the problem Collected Information The topic of planning a trip includes various layers and sub- layers. In order to understand the problems, I used the same data factors; people, object, data, as a template to see the connections x between factors clearly while re-defining the problems. I also included a time line that people object consists of three steps “planning, in-between, during the trip” as User Car course of events also plays an important role on understanding cause and effect relation. Figure 3.6: Visualisation of the problematic areas

Design Problem Technology Main Problem

? ! people data data x object people object

The user research and market When we think about our ‘It is now evident that if you are research have shown that cars, they are actually isolated using a mobile phone while existing tools fail to support machines that we control only driving you are approximately people both before and during when we sit on the seat. Even four times more likely to be the trip phase. if the car was one of the most involved in a crash than a driver used “device/machine/object” who is not using a phone. This It is also evident with the findings while having a trip, it was totally risk appears to be similar for that existing applications fail to isolated from the data that has both hand-held and hands-free support people in some cases been collected before and used phones, because it is the cognitive such eliminating confusion, along the trip. And because distraction that is an issue, not engaging people with the service, of that, sometimes people only the physical distraction providing seamless experiences improvise, use other channels associated with holding the and reducing driver distraction. and devices to work around. (E.g. phone.’ (GSMA Connecting printing, taking a screen-shot, Cars: The Technology Roadmap) When thinking about the whole taking a photo etc.). In that case Driver distraction is the most process, the platform needs the concept of car being our important problem of the to be redesigned considering next connected device becomes scenario. However with having these concerns and the new valuable to link the two phases proper tools to plan and proper connectivity infrastructures. and becomes enabler of better channels, to bring in the plans, So the main direction here is experiences. better experiences can be drawn. designing on connectivity, designing for better future experiences.

22 Figure 3.7: Visualisation of the before and during the trip scenario

AIM

As it can be understood from Collected Information the Figure 9, this project aims for reducing the risks of driver distraction that comes from today’s device interactions by making the planning of a trip easier, safer and seamless. It is also important to mention that, this project started with the vision of designing better future experiences with newly emerging technologies and imagines the requirements to User Car embody the expected results.

Figure 3.7: Visualisation of the aimed scenario

23 Research Synthesis User studies in the form of digital probe and observation have provided a more comprehensive understanding of the audience, problems and design context. While making sense of the outcomes, several insights based on the user research have emerged . See the appendix for detailed break-down of the findings

Need for Reference Need for Balancing Planning Need for Reducing Confusion Most of the participants that “I would check the forecast first. One of the most common were involved in the digital Then I would do some research situation that I observed probe have took other people’s based on my interest such throughout the research was that comments and suggestions as historical places, touristic people were getting lost easily about the trip into consideration attractions, and things that I when they were looking for whether it is over internet or would enjoy like where can I information for the trip they were face to face. Due to the fact that have a good or traditional meal. going to have. The reason is that internet provides easy access I would make a list of them and they were collecting information to any kind of information, mark the places on the map from wide range of sources such people valued the comments and print some of them to bring as websites, digital maps, traveller and recommendations of others with me. I enjoy learning as blogs, forums, social media, face that they reached through online much as possible about those to face conversations etc. which platforms regardless of knowing places beforehand” - Tunay creates a bunch of disorganised them personally or not. (participant) information. In that case Supporting that finding, It has there was an obvious need for been established that travellers “I don’t like being so strict about reducing the confusion in order take advantage of Web 2.0 and planning, it kills the joy” - İlker to help people while searching consult social media when (participant) and collecting information. planning their (Gretzel, 2006; Gretzel & Yoo, 2008). The preparations people make Increasingly, travellers are in advance in this context is turning to online user-generated highly subjective and depends content available through social on people’s perspectives and media to obtain information expectations. As it can be prior to their vacations, understood from the user quotes, particularly online travel reviews, some like knowing what to do believing them to be trustworthy and what to expect, some others and useful (Pan, MacLaurin & like being free and exploring on Crotts, 2007; Litvin, Goldsmith & the go. The level of planning Pan, 2008; Xiang & Gretzel, 2010; diverses from one person to Figure 3.8: Main pain-points Yoo, Lee, Gretzel & Fesenmaier, another and the main underlying concerning the confusion 2009; Dickinger, 2011). reasons are their characters, motivations and the type of the . The behaviours people exhibit can be imagined as a scale; on one edge stands strictly

24 Constraints Objectives Directives

After the problem redefinition and Engagement research synthesis, I made use of C.O.D. exercise where I defined planning everything, on the Another aspect I tried to explore the Constraints, Objectives and other edge not planning at all. during the research was how Directives of the project. The Both extremities have different to engage people to a platform outcomes of the exercise was quite consequences relevant to where they can manage their useful in terms of helping me to planning and driving. intended trips easily. For the keep the limitations and priorities purpose of getting inspiration in mind. Not planning at all and and information, there affordability that comes with were quite amount of blogs, CONSTRAINTS technology triggers drivers applications and websites to interact with car interface that people used. Although • Distraction or another mobile device on there were a considerable the go which causes driver amount of applications for distraction even if they are not creating itineraries, non of the OBJECTIVES aware. participants mentioned using an application for creating one. • Reduce interacting with On the other hand while When asked ‘Why?’ the main the car’s infotainment planning every destination in reasons were ; advance makes it easier and system or other mobile devices on the go for way- smoother, it requires so much • Having limited, fixed and finding, make it seamless. effort in the planning and stereotypical content bringing it into the car phase. • Reduce the effort and the Also having everything planned • Finding it useless for car cognitive load of planning might have negative effects on ride as it will only stay in the a trip the level of enjoyment. platform they created the itinerary Consequently it is obvious • Simplify the interactions that people should plan their • Not liking fixed plans trips but considering both situations, it is important to • Not being familiar with such DIRECTIVES respect the natural differences applications in preparation phase and trying • Offering a seamless to balance the enjoyment and So for the project, it was experience to the users safety at the same time. important to pay attention to these reasons to increase the • Designing for connectivity level of engagement. between devices and car

25 Creative Process Ideation Workshop

To kick off the creative process, an ideation workshop has been held with 6 participant. With the question of “how might people Throughout the creative process, which consists of ideation, want to collect and receive trip user involvement, prototyping and testing, several tactics related information”, 6 cards based on the insights derived from literature and user research that includes different types have been developed to fulfil the goals. of information bits have been handed out to people to start with. Every participant had gone through all information type and drawn the way they have imagined to collect the information. The same process had been repeated for how they wanted to receive those collected information bits as well.

Figure 4.1: Ideation workshop and the outcomes

26 Outcomes

After the workshop, I have gone having the photo of the place clustered under “creating user through the ideas participants that directs you to the there) generated content”. Ideas have generated and clustered and it came almost natural to such as platooning, receiving them to see the main themes and people to collect a defined unit to collections of others, people trends. manage them easily afterwards following others’ traces, hearing when they have multiple. Based recommendations while One of the clusters that I found on the people’s perception walking in the city, imagining interesting and valuable to pursue and the potential to address coffee shops as touch-points for was the one that has been named the “Confusion” as the research information, gave me inspiration as “Information Packages”, the finding, I decided to keep the to create an open online platform idea of having all the relevant idea of creating “Information where information, experience information in a compact form. Packages”. and ideas can be followed and “Information Packages” has arose exchanged. several times in different forms Considering the findings on (e.g. collecting tokens, message people’s “need for reference”, in a bottle, collecting pebbles, relevant ideas have been

27 Early Prototypes The purpose was to give people Following the ideation, two low- freedom to choose anything fi paper prototypes have been from any source they want. created to set the foundation of initial concepts and see people’s comments and reactions on the OUTCOMES ideas. These were prototypes for creating a dialogue with the People were more into users and to see how the ideas inspiration and exploration at will resonate. first step and rather that having well structured template of the The side purpose of the plans, they wanted to store the prototypes was also to find out informations in a sorted way and the right balance for how much be flexible about the sequence. of a trip should be planned at once to avoid distraction but still I realized that providing people keep it enjoyable for people. with a platform that they can store the information worked pretty Paper Prototype 1 well. Having the platform where Information Pool they can drop everything was useful but as the sources were still First prototype has been based as many as it was before, the aim on collecting information for eliminating confusion was packages and organising them. not fully achieved. So the sources This prototype has been done in needed to be defined as well just order to define what could be an like information packages. information package and how they should be organised. For As a result of the testing, this prototype various websites visuals, text and location people used to use (foursquare, had to be linked together to trip advisor, facebook, airb&b create a standard information etc.) has been created and the package that provides enough specific informations have been information at different stages attached on the websites. Every of the process such as getting information piece; texts, images, inspired (mostly visuals), getting location pins designed as convinced(mostly texts), finding elements that can be dragged and the place (address). As long as dropped to a platform -a blank they are linked, lots of the steps paper- and then several ready and effort people put at different made templates (organising info stages will be eliminated day by day, based on the purpose accommodation, location, food, Figure 4.2: User involvement with activity, based on grouping the STACKING INFO paper prototype 1 and 2 areas and tracks) have been + offered to people to organize the STANDARD UNITS collected elements.

28 Paper Prototype 2 Outcomes Blogging on maps People were checking blogs In order to create a dialogue on of travellers to get practical, user generated content, I created contextual information, get to a prototype where the idea of know their experiences, ideas, travel blogging occurs on an and stories. The outcomes online map. The purpose of the of these actions serves for prototype was to bring together inspiration, being convinced the sources so people interact and confirmation. So following with them on one platform and people’s personal stories excited provide people with functions to the users. However when it exchange their trip experiences comes to following the itinerary as well as required information that someone else had made for the trip such as location, had created a conversation on images, comments etc. the feeling of fulfilling a task one after the other. Despite the fact The imagined platform consists that user generated content was of trips of others in the form of helping in terms of “reference” a route on the map and their and ready made itineraries experiences attached to that reduced the confusion and specific route in the form of text searching for information and visuals. People were able to period considerably, it needed reach others’ experience, select to be more flexible. During the one of the routes and follow it conversations several users throughout their journey. The came up with the idea of being purpose was to create ready able to pick and mix the locations made trips for travellers and make on different routes. Further the planning as easy as possible, conversations revealed that almost like one click. picking and mixing from other people’s routes or itineraries had negative effect on reducing the confusion.

USER GENERATED CONTENT

29 Feedback Reflection

A feedback session was held As the need for balancing after Midway presentation where planning still haven’t been I presented my initial concepts addressed, I went back to the and directions. Having to present observation that has been done to different people helped me with people on a trip. While understand things that needed going through the notes and clarifying. It was a good way video material with balancing to process the topic again, and planning in my mind, I tried to triggered useful discussions on find a reasonable time frame how to move on. for planning that will be short enough to avoid feelings like Focusing on online platform completing a long to do list and and user generated content, the long enough to cover a period motivations that increase the of time so that interactions with contribute of people to such the device/s are defined, less platforms have been researched frequently and less distractive. after the feedback session. Among the published papers, While going through the (Wang & Fesenmaier 2003, observation materials, I realised Teichman et al. 2015, Dholakia et that it was almost natural to talk al. 2003) several key points have about the plans during meal been highlighted which could be times. Breakfast and lunch used to increase the engagement were the times that the basis of of people to use such platforms. morning and afternoon plans were formed.

Leaving room for self presentation PLANNING PARTS OF THE DAY Creating inter-personal communication channels

Contribution facilitation

Considering required time for the prototyping and testing, one of the key points, leaving room for self presentation, have been prioritised to develop the concept further.

LEAVING ROOM FOR SELF PRESENTATION

30 FINDINGS TACTICS

REDUCING STACKING CONFUSION INFOS & STANDARD UNITS

REFERENCE USER GENERATED CONTENT

ENGAGEMENT LEAVING ROOM FOR SELF PRESENTATION

BALANCING PLANNING PLANNING PARTS OF THE DAY

31 Storyboarding

Based on the tactics, I created a storyboard to clarify the flow of the events and interactions. It helped me to define the touch-points of the process and the service. at home - Searching at home - Start Collecting Organizing the day

At this stage people do a general At this stage people are convinced This stage is designed to happen search on where to go or if they about the place and ready to before leaving for the next decided, they look for getting collect information packages destination. People will go to ideas on which places to visit. (cards) that they are willing to the application on their phone visit during their trip. They go to and go into the board that they the platform and create a board created for the trip. At this point for their trip and start collecting the platform offers two alternative the cards . ways of decision making. One is that they can pick from the mini routes that the platform generates out of the cards they picked up automatically for a certain part of the day. The other one is that they can select the cards manually from the board for a certain part of the day one by one.

32 Contribution

If people discover or visit a place that is not on the platform they can take pictures instantly, mark the location, write information about the place and submit directly. This process can be done later that day or even after the journey as long as they have the required information pieces to create the card.

33 Prototyping and Testing

In order to test the flow with people and get feedback, I first did the wire framing and then turned them into a click-able prototype. With the first iteration of the prototype people were; checking overview of some cities around them, then picking one, and see all the cards and routes people have shared so far, create a trip board, select cards or routes, and before driving, they select one of the routes from the trip board or combine some cards to create a time period.

Figure 4.4: Screen flow of the first prototype

Figure 4.3: User testing of the first clickable prototype

34 Learnings

Elements “cards, routes, boards” needed to be introduced to people clearly without creating confusion,

Visual language is important in order to distinguish elements

One of the elements -cards or routes- should be eliminated to simplify the interactions and learning

In order to reduce the click count as much as possible, and help people in decision making, first page should have a neutral categorization on its own. Figure 4.4: Outcomes of the user testing

35 Result

Concept Tripcloud

Throughout this project I aimed for exploring a technology Tripcloud is a platform that and related trends to propose a design solution that can provides conveniences to the enhance existing interactions, as well as help expanding and users in terms of planning and imagining the near future scenarios that those developments realising a trip through the can enable. As technology and connectivity evolves, we expect combination of a website and new features and services to ease our lives and take some mobile device applications. burden away from us or simply make our lives easier. In that case I started with some questions in mind which are; Main Page

What if our car knew where we wanted to go? The main page that users land on is consciously designed to How can trip planning and bringing the plans into experience be as neutral and functional as be easier? possible to all kinds of users. For example, the ones that already Tripcloud aims for enhancing road trip experiences by decided where to go, can directly untangling the problematic parts of planning the trip and zoom in to the area to see more bringing the plans into the car. The concept, which has been pins or type in the name of the created with the questions above in mind, imagines a future place that they want to check. For scenario that is built on; the ones that haven’t decided yet and are looking for inspiration, An online platform where not only the experiences but most popular places are already also required information can be shared between users marked on the map to help them get started. Additionally, there Making use of the collected information directly thanks exist a colour coding for different to the automated links between devices and car, in other words categories; the connected cars. History, Nature, Fun, Culture, Relax

which are also reflected on the pins as a single colour or combinations of colours based on the content.

The purpose of the colour coding is to help people to create a quick connection or give an inspiration to get started, let people have an idea of what to expect at that place and .make it easier to filter the cards based on their interest roughly.

I believe the map and the colours 32-33

36 When users type in a city, region or a specific location, the cards that has been created for that place appears in a row. The pins on the map and the cards are linked. As users scroll the cards, pins also change according to the them.

One of the factors that people value the most for decision making is visual information, so the photos including the name of the places have been brought to forefront while designing the cards. More information about the place appears after clicking on the cards.

Figure 5.1: Final design, main page

give subtle clues about the places (distance from their location, what to expect from the place, popularity of the place, how much can be done at a place etc.)

Cards

Cards are the core elements in terms of user interface for this concept. They are the information packages that are created by users and consist of photos, location information of the places, information about the creator of the card, description and comments. Average time that travellers have spent at that location is also saved and Figure 5.2: Final design, card information used on the cards to show the approximate time to spend there. 32-33

37 My cloud

On this platform users can create and save the cards that they have chosen for the trip in the form of a folder like clusters. My cloud part is where all the trips that have been created so far is stored. The user can go into one board, go through the cards he or she collected and send one or more of them to the car directly before leaving.

Time Bar

Time bar is an indicator of the average time that the cards that are selected to be sent to the car requires. It also includes esti- mated travel time between the Figure 5.3: Final design, my cloud page selected cards as well. It appears when the user is in the board, selecting the cards to send the car, and helps the user planning / organizing by providing an overview on time. The user can pick only one card and send the car or can plan the entire day at once and then send. Figure 5.4: Final design, time bar

Car interface

Considering the driver distraction risks, interactions with car interface, have been kept at minimum. Once the user gets in the car, interface shows the card that has been chosen for that time period..As soon as user confirms, the route generated for that card is shown on the screen. It is a regular navigation interface. Additionally, users can see the time and distance left until the next point and to complete the selected card/s.

Figure 5.5: Final design, car interface 38 Profile

On the Tripcloud platform, there is also a profile page that consists of user’s personal information and the titles that he/she has gained. Below the personal information card, there is a button where users can contribute to the platform by creating a new card.

Beneath them there is an area where shared visits and created cards area shown. The user and the others that follow him/her, can see how many cards that have been visited and shared or how many new ones that the

39 Reflection

As mentioned before, this project started with a curiosity to explore newly emerging technologies and trends around car and driving. The purpose of the studies was to identify opportunities for today and future in order to find ways to enhance experiences that includes cars and driving. Looking back from interaction design perspective, I find the topic quite relevant and interesting in the context of graduation project. One of my motivations was that, the topic is quite relevant to the industry, it includes complexity and addresses quite amount of people in real life.

Having a strong interest on one subject was really a push for me to dig deep and explore further. It helped me to get quite a lot of information on different levels -interaction, service, system- and from different perspectives-users, technology, industry. As an interaction designer, I really learned a lot from the overall process in terms of organising different activities, organising the information and most importantly organising my thoughts. Reading “How to make sense of any mess” from Abby Covert also helped me to get better understanding of dealing with complex situations.

One of the biggest challenges I had in the exploration part was not knowing what exactly I was looking for. Even though it was the nature of the approach that I chose -to unfold the pain points and possibilities through the exploration phase- dealing with a broad topic from various perspectives in the beginning was a bit challenging. I tried to put down all the possibilities before making a choice. The topic could have been narrowed down earlier in the exploration phase.

Throughout the project I got lost several times, changed the path and postponed the decisions because of not feeling that I know enough to make a decision. What I realised is that, if everything is apparent, decision becomes mundane. As designer I learned that I should trust my intuitions sometimes and take initiative to proceed.

Another thing I learned from the creative part of the process is that, trying to solve every problem is a blockage in front of the project and creativity. As I focused on creating the whole platform, things got complicated quickly. At this stage, doing a prioritisation activity was quite important and helped me a lot in terms of organising my mind and my works.

Comparing with the other projects that I have done, I can say that this project was the one that I involved users the most. With different research, ideation, creative development and testing activities. I got valuable feedback and insights from various people which helped me both to expand and narrow down the topic from time to time. In the end, I wish I also could have made a functional prototype of the final design and see how it resonates with people to use the platform, send information between the mobile devices and the car.

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