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K2

Understanding the (under-)utilization of personalized disruption notifications: from user- to system-triggered proactive information provision

During public transport disruptions, passengers need relevant information at the right time. Yet personalised monitoring functions in travel apps are used less than the regions expected. One problem may be that passengers must specify what to monitor, while the systems rely on general assumptions about the information people need. The project will examine what current and former users have experienced and expect from proactive notifications in different travel contexts and at different stages of a journey. It will also investigate whether more automated, data-driven personalisation can better meet differing needs, and when passengers perceive it as desirable and valuable.