Table of contents Abbreviations 1 List of tables and figures 2 Executive summary 3 1. Chapter 1: way-finding and public transit: an overview 9 1.1 introduction 9 1.2 public transit: an environment for way-finding 11 1.3 role of way-finding in public transit 13 1.4 why brts ahmedabad? 15 1.4.1 passenger information system 17 1.4.2 vehicle tracking system (gps/ gprs based) 18 1.5 research question 20 1.6 rationale and objectives 20 1.7 scope and limitations 20 1.8 methodology and thesis structure 21 2. Chapter 2: principles of way-finding 23 2.1 definition 23 2.2 steps in way-finding 24 2.2.1 orientation 24 2.2.2 route selection 24 2.2.3 route control 25 2.2.4 recognition of destination 25 2.3 factors involved in way-finding 26 2.3.1 human factors 26 2.3.2 environmental factors 27 2.3.3 newcomers to a city 28 2.4 design for all 28 3. Chapter 3: public transit for first time users 29 3.1 the first time user experience 29 3.1.1 definition 29 3.1.2 importance 29 3.1.3 drawbacks of unfamiliar pt 30 3.2 how people navigate 32 3.3 what people need to navigate in unfamiliar journeys by transit 33 3.3.1 pre-trip information 33 3.3.2 in-transit information 34 3.3.3 supportive/confirmative information 34 3.3.4 information at the last public transport station 34 3.4 elements of a journey using public transit 35 4. Chapter 4: way-finding information aids and content 38 4.1 transit information content 38 4.1.1 station / stop, route, schedule and fare 38 4.1.2 service alerts 38 4.1.3 real time location 38 4.1.4 destination 39 4.2 transit information format 39 4.2.1 maps 39 4.2.2 tables 41 4.2.3 text 42 4.2.4 audio 43 4.2.5 website & mobile apps (application software) 43 4.3 transit information delivery media 45 4.3.1 natural and built environment 45 4.3.2 human assistance 45 4.3.3 printed material 45 4.3.4 signage 46 4.3.5 public announcements 46 4.3.6 personal computer 46 4.3.7 mobile device 47 4.3.8 transit television 47 4.3.9 kiosks 47 4.4 classification of way-finding tools 49 4.4.1 classification 1: static, dynamic and cognitive 49 4.4.2 classification 2: stages of trip and way-finding tools 55 5. Chapter 5: way-finding in brts ahmedabad 60 5.1 user perspective survey 60 5.1.1 importance performance analysis 60 5.1.2 customer satisfaction index (csi) 67 5.2 user needs - survey results 69 6. Chapter 6: missing links and recommendations 80 6.1 signage 82 6.2 transit leaflet/brochure 82 6.3 transit website 83 6.4 transit mobile application 84 6.5 information kiosk 85 Bibliography 1