{"id":10709,"date":"2023-04-26T16:31:17","date_gmt":"2023-04-26T14:31:17","guid":{"rendered":"https:\/\/www.mobilityinstitute.es\/content\/mejorando-el-transporte-publico-desde-la-experiencia-de-usuario\/"},"modified":"2023-05-03T15:45:18","modified_gmt":"2023-05-03T13:45:18","slug":"transporte-publico-y-experiencia-usuario","status":"publish","type":"avada_portfolio","link":"https:\/\/www.mobilityinstitute.es\/ca\/content\/transporte-publico-y-experiencia-usuario\/","title":{"rendered":"El transporte p\u00fablico y la experiencia de usuario"},"content":{"rendered":"<div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: rgba(255,255,255,0);background-position: center center;background-repeat: no-repeat;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;margin-bottom: 0px;margin-top: 0px;border-width: 0px 0px 0px 0px;border-color:#eae9e9;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_3_4 3_4 fusion-three-fourth fusion-column-first\" style=\"width:75%;width:calc(75% - ( ( 4% ) * 0.75 ) );margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-builder-row fusion-builder-row-inner fusion-row\"><div class=\"fusion-layout-column fusion_builder_column_inner fusion-builder-nested-column-0 fusion_builder_column_inner_1_3 1_3 fusion-one-third fusion-column-first\" style=\"width:33.333333333333%;width:calc(33.333333333333% - ( ( 4% ) * 0.33333333333333 ) );margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><span class=\" fusion-imageframe imageframe-none imageframe-1 hover-type-none document_image\"><img decoding=\"async\" width=\"368\" height=\"322\" title=\"Mejorando_transporte_publico\" src=\"https:\/\/www.mobilityinstitute.es\/wp-content\/uploads\/2023\/04\/www.mobilityinstitute.es-mejorando-transporte-publico.png\" data-orig-src=\"https:\/\/www.mobilityinstitute.es\/wp-content\/uploads\/2023\/04\/www.mobilityinstitute.es-mejorando-transporte-publico.png\" alt class=\"lazyload img-responsive wp-image-10704\" srcset=\"data:image\/svg+xml,%3Csvg%20xmlns%3D%27http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%27%20width%3D%27368%27%20height%3D%27322%27%20viewBox%3D%270%200%20368%20322%27%3E%3Crect%20width%3D%27368%27%20height%3D%27322%27%20fill-opacity%3D%220%22%2F%3E%3C%2Fsvg%3E\" data-srcset=\"https:\/\/www.mobilityinstitute.es\/wp-content\/uploads\/2023\/04\/www.mobilityinstitute.es-mejorando-transporte-publico-200x175.png 200w, https:\/\/www.mobilityinstitute.es\/wp-content\/uploads\/2023\/04\/www.mobilityinstitute.es-mejorando-transporte-publico.png 368w\" data-sizes=\"auto\" data-orig-sizes=\"(max-width: 800px) 100vw, 368px\" \/><\/span><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column_inner fusion-builder-nested-column-1 fusion_builder_column_inner_2_3 2_3 fusion-two-third fusion-column-last\" style=\"width:66.666666666667%;width:calc(66.666666666667% - ( ( 4% ) * 0.66666666666667 ) );margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><style type=\"text\/css\">@media only screen and (max-width:800px) {.fusion-title.fusion-title-1{margin-top:!important;margin-bottom:0px!important;}}<\/style><div class=\"fusion-title title fusion-title-1 fusion-sep-none fusion-title-text fusion-title-size-two document_title\" style=\"margin-top:0px;margin-right:0px;margin-bottom:0px;margin-left:0px;\"><h2 class=\"title-heading-left fusion-responsive-typography-calculated\" style=\"margin:0;--fontSize:15;--minFontSize:25pt;line-height:1.5;\">El transporte p\u00fablico y la experiencia de usuario<\/h2><\/div><style type=\"text\/css\">@media only screen and (max-width:800px) {.fusion-title.fusion-title-2{margin-top:0px!important;margin-bottom:!important;}}<\/style><div class=\"fusion-title title fusion-title-2 fusion-sep-none fusion-title-text fusion-title-size-three document_subtitle\" style=\"margin-top:0px;margin-right:0px;margin-bottom:31px;margin-left:0px;\"><h3 class=\"title-heading-left fusion-responsive-typography-calculated\" style=\"margin:0;--fontSize:15;--minFontSize:16pt;line-height:1.5;\">Monografia<\/h3><\/div><div class=\"fusion-text fusion-text-1 document_details\"><p><strong>Categoria:<\/strong> Monografies<\/p>\n<\/div><div class=\"fusion-text fusion-text-2 document_details\"><p><strong>Publicat:<\/strong> 26\/04\/2023<\/p>\n<\/div><div class=\"fusion-text fusion-text-3 document_details\"><p><strong>P\u00e0gines:<\/strong> 80<\/p>\n<\/div><div class=\"fusion-text fusion-text-4 document_details\"><p><strong>Format:<\/strong> PDF<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><div class=\"fusion-tabs fusion-tabs-1 classic document_summary horizontal-tabs icon-position-left mobile-mode-accordion\"><style type=\"text\/css\">.fusion-tabs.fusion-tabs-1 .nav-tabs li a.tab-link{border-top-color:#ebeaea;background-color:#ebeaea;}.fusion-tabs.fusion-tabs-1 .nav-tabs{background-color:#ffffff;}.fusion-tabs.fusion-tabs-1 .nav-tabs li.active a.tab-link,.fusion-tabs.fusion-tabs-1 .nav-tabs li.active a.tab-link:hover,.fusion-tabs.fusion-tabs-1 .nav-tabs li.active a.tab-link:focus{border-right-color:#ffffff;}.fusion-tabs.fusion-tabs-1.classic .nav-tabs > li.active .tab-link, .fusion-tabs.fusion-tabs-1.classic .nav-tabs > li.active .tab-link:hover { border-color: #00c32e;}.fusion-tabs.fusion-tabs-1 .nav-tabs li.active a.tab-link,.fusion-tabs.fusion-tabs-1 .nav-tabs li.active a.tab-link:hover,.fusion-tabs.fusion-tabs-1 .nav-tabs li.active a.tab-link:focus{background-color:#ffffff;}.fusion-tabs.fusion-tabs-1 .nav-tabs li a:hover{background-color:#ffffff;border-top-color:#ffffff;}.fusion-tabs.fusion-tabs-1 .tab-pane{background-color:#ffffff;}.fusion-tabs.fusion-tabs-1 .nav,.fusion-tabs.fusion-tabs-1 .nav-tabs,.fusion-tabs.fusion-tabs-1 .tab-content .tab-pane{border-color:#ebeaea;}<\/style><div class=\"nav\"><ul class=\"nav-tabs nav-justified\" role=\"tablist\"><li class=\"active\" role=\"presentation\"><a class=\"tab-link\" data-toggle=\"tab\" role=\"tab\" aria-controls=\"tab-d8ac0818d53407abdd8\" aria-selected=\"true\" id=\"fusion-tab-resum\" href=\"#tab-d8ac0818d53407abdd8\"><h4 class=\"fusion-tab-heading\">Resum<\/h4><\/a><\/li><\/ul><\/div><div class=\"tab-content\"><div class=\"nav fusion-mobile-tab-nav\"><ul class=\"nav-tabs nav-justified\" role=\"tablist\"><li class=\"active\" role=\"presentation\"><a class=\"tab-link\" data-toggle=\"tab\" role=\"tab\" aria-controls=\"tab-d8ac0818d53407abdd8\" aria-selected=\"true\" id=\"mobile-fusion-tab-resum\" href=\"#tab-d8ac0818d53407abdd8\"><h4 class=\"fusion-tab-heading\">Resum<\/h4><\/a><\/li><\/ul><\/div><div class=\"tab-pane fade fusion-clearfix in active\" role=\"tabpanel\" tabindex=\"0\" aria-labelledby=\"fusion-tab-resum\" id=\"tab-d8ac0818d53407abdd8\"><p>Els mitjans de transport p\u00fablic representen el transport habitual d&#8217;aproximadament el <strong>45% dels ciutadans de les \u00e0rees metropolitanes de Madrid i Barcelona.<\/strong> La gran majoria d&#8217;aquests mitjans pr\u00e0cticament han aconseguit recuperar els nivells d&#8217;\u00fas anteriors a la pand\u00e8mia i afronten ara <strong>nous reptes per a respondre adequadament a l&#8217;increment de la demanda.<\/strong><\/p>\n<p>Per la seva banda, gr\u00e0cies principalment a l&#8217;\u00fas de plataformes digitals (Uber, Amazon, Booking, etc.), <strong>les persones estan molt m\u00e9s \u00abeducades\u00bb en models d&#8217;experi\u00e8ncia d&#8217;usuari i s\u00f3n molt m\u00e9s exigents en la qualitat del servei.<\/strong> Tot plegat, a m\u00e9s, en un context de conscienciaci\u00f3 de la sostenibilitat i limitaci\u00f3 a l&#8217;\u00fas del transport privat.<\/p>\n<p>En aquest entorn, <strong>resulta fonamental con\u00e8ixer a fons als usuaris en la seva relaci\u00f3 amb el transport p\u00fablic:<\/strong> el seu perfil, h\u00e0bits, necessitats, motivacions, demandes\u2026, aix\u00ed com la seva valoraci\u00f3 personal sobre els mitjans que usen di\u00e0riament (o les raons del no \u00fas). Aquest estudi parteix de les dades recopilades pel <em>Bar\u00f2metre de la Nova Mobilitat<\/em> del Mobility Institute per estudiar els usuaris i plantejar els principals reptes de futur que han d&#8217;abordar els operadors.<\/p>\n<p>A m\u00e9s, <strong>l&#8217;estudi incorpora la reflexi\u00f3 sobre el <em>customer journey<\/em> dels usuaris i els punts de dolor de cada mitj\u00e0 de transport (metro, bus urb\u00e0, bus interurb\u00e0 i tren),<\/strong> i incorpora casos d&#8217;\u00e8xit de millora de l&#8217;experi\u00e8ncia dels usuaris en diversos pa\u00efsos europeus i asi\u00e0tics. Finalment, planteja una s\u00e8rie de recomanacions als operadors per elevar l&#8217;experi\u00e8ncia d&#8217;usuari en el transport p\u00fablic, basades principalment en <strong>el valor d&#8217;escoltar i comunicar-se adequadament amb els usuaris, reaccionar amb actuacions t\u00e0ctiques o estructurals, i promoure la col\u00b7laboraci\u00f3<\/strong> entre operadors p\u00fablics i privats.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-1 fusion_builder_column_1_4 1_4 fusion-one-fourth fusion-column-last box\" style=\"width:25%;width:calc(25% - ( ( 4% ) * 0.25 ) );margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div 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