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ICED 11
Papers

A pilot study into users’ anxiety in the London Underground network environments (for the purpose of re-designing safety information)

A pilot study into users’ anxiety in the London Underground network environments (for the purpose of re-designing safety information)

Year: 2016

Section: Service design

Editor: Boks, Casper; Sigurjonsson, Johannes; Steinert, Martin; Vis, Carlijn; Wulvik, Andreas

Author: Kim, Jisun; Gustafson-Pearce, Olinkha

Series: NordDESIGN

Institution: Brunel University, United Kingdom

Section: Service design

Pages: 032-041

ISBN: 978-1-904670-80-3

Abstract

The aim of the study is to present a novel approach to help relieve customers’ anxiety experienced in the London Underground environments, through enabling provision of re-designed safety information. In this paper, anxiety as an emotional state experienced when facing potential threat was measured through a self-report anxiety scale. The findings showed some of the anxiety-inducing situations in the environments experienced by passengers, which include seeing other passengers’ anti-social behaviour, overcrowding, noise and late-night travel. The situations demonstrate when passengers’ information needs (the gap between the required state of knowledge to resolve a problem in a situation and the current state of knowledge) might arise. Sense of control has been stated as one of the important factors which may buffer anxious arousal. This paper therefore discusses a pilot study which measures anxious arousal and shows preliminary results from the study, and also makes some suggestions based on the results of the study and the relevant literature.

Keywords: Information design, Service, Customer experience, Emotion, Anxiety

ds conferenceNEW DATE: NordDesign 2016, 10th - 12th August 2016, Trondheim, Norway.

NEW DATE: NordDesign 2016, 10th - 12th August 2016, Trondheim, Norway.Welcome to NordDesign 2016. We are pleased to announce that NordDesign 2016 will be hosted in the beautiful city of Trondheim on 10th-12th August 2016. The conference will take place at NTNU and is organised by the Department of Product Development and Materials in collaboration with the Department of Product Design. We are calling for evidence based academic work on topical issues on design, development and innovation that strengthens both our theoretical understanding and the connection between...

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Special Interest Group (SIG)NordDesign

Enhancing a Nordic approach to product development in industry, education and research...

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SIG Workshop - March 2013