||Analyse af Rejsekortets mulige brugere og deres praksisser
||Cappelen, Line Pfeiffer
||Lindegaard, Hanne (Innovation and Sustainability, Department of Management Engineering, Technical University of Denmark, DTU, DK-2800 Kgs. Lyngby, Denmark)
||Technical University of Denmark, DTU, DK-2800 Kgs. Lyngby, Denmark
||This report constitutes a Master thesis carried out as part of the Design & Innovation
program. The title of this thesis is `The complex Rejsekort - Analysis of the potential users
and their future practices´. The research is conducted at Institute of DTU Management at
the Technical University of Denmark.
The study is explorative and the aim is to understand how it is possible to implement a new
ticket system, called Rejsekortet, in the most successful way. The thesis statement is to
explore how the users’ practices are according to the use of public transport, and how these
will be changed with a new ticket system? The aim of the analysis is to acquire knowledge
that can be used when implementing other new technologies, and show businesses how
important it is to have a practical knowledge of their potential users.
This project deals with how an already fully developed product can be implemented the
best way possible, without altering the design of the product, but only on the
implementation. Thus using a theoretical approach, based on technology itself is not
enough to determine the future use. The interaction and use determines whether the user
acquire the product.
The current ticket system has significant drawbacks, because it is difficult to understand
how the zone system works and how the different ticket types can be used. Despite this the
users have become accustomed to using the system, although there are parts of the system,
they still do not understand.
The empirical data, presented in the form of 10 completed interviews and 3 design games,
shows significant differences in the practices the users have. The habits and routines the
users have concerning the current ticket system, is of great importance to how they perceive
‘Rejsekortet’. This is because the users relate ‘Rejsekortet’ to their current habits and
therefore ‘Rejsekortet’ seems more complex.
The results of the analysis indicate that for ‘Rejsekortet’ to be implemented successfully, it
is important not to neglect the knowledge and skills which participants have achieved
through their use of the existing ticket system. This is because the users relate ‘Rejsekortet’
with the current ticketing system, which helps to further complicate the ‘Rejsekortet’. Thus,
it is not the design of the system behind the ‘Rejsekortet’ that determines how the users will
acquire ‘Rejsekortet’, but the relationship between the current ticket system and
The final recommendations to Rejsekort A/S, is to be more focused on the current ticket
system. The current system is not only to be seen as difficult because it contains the
reference point for the users. Involving current use patterns in ‘Rejsekortet’ will make it
easier for the users. This is done by implementing unlimited use for a fixed price, ticket sales
with clerks and greater transparency about prices and discounts.
||Technical University of Denmark (DTU) : Kgs. Lyngby, Denmark
Creation date: 2010-02-01
Update date: 2010-02-01