Time keeps on changing our perception of what is possible in our personal life and around us. Over time, jobs such as elevator operator was essential to make the elevator keep its speed, stop parallel to the floor and keep passengers safe in case of emergency. Nowadays elevator passengers just have to enter their destination and wait to be transported there. An operator would be superfluous for this, today, simple procedure. This paper aims to create a set of interaction strategies to provide an efficient and pleasurable journey for the passenger traveling with an autonomous bus, as well as evaluate concepts where these strategies have been applied. The strategies and concepts will be developed from an extensive user- and literature research where the situation of today will be analysed and looked upon with the eyes of tomorrow, to find challenges and needs. Findings shows that passengers have to trust the vehicle and service. At the same time vehicle and service providers have to provide a reliable and consistent service. Four design directions were created to establish this trust between the user and vehicle and service. To enable control and give passengers an efficient journey, passengers have to be provided with adequate and reliable information. The information regarding the bus’s behaviour should be communicated in a transparent way so the bus’s intentions and actions are understandable from a passenger point of view. Also, passengers have to be enabled to stay safe when using the bus, during commuting and emergency, through giving them cues in how an emergency should be handled.

The practical relevancy of Customer Experience Management is increasing. The research on the topic has still not found common ground in all areas. Most scholars still fail to see the advantage of adopting a broader perspective of Customer Experience Management and integrating factors that lie out of the focal company’s control into the scope of the conceptual framework. The aim of this thesis is to clarify the principal elements that constitute Customer Experience Management and explore what role the Service Delivery Network plays in this context and how it can be managed more effectively with the help of IT/IS. To explore the problem empirically, a case study approach was used. The author had the possibility to investigate the Passenger Experience activities of Tallinn Airport which has the unique goal of becoming "The World’s Cosiest Airport". Summarizing the findings of the thesis very briefly, the following things should be noted. First, the case study has shown empirically that passengers’ experiences with different companies in a Service Delivery Network interfere with each other. Second, the findings suggest that Partner Management is an important part of Passenger Experience Management. Third, IT and mobile IT in particular are good means to manage Passenger Experiences. Especially, mobile applications have a huge potential to support a customer’s self-management and co-create an experience. A potential avenue for future research would be 1. to take on the passenger perspective on the topic and 2. to replicate the study or at least parts of it at other airports to allow cross-case analyses.

In a future vision for rail travel, trains will be designed as an activity-based whole space, with different areas for various activities, such as relaxing, socialising or family bonding. My degree project, in collaboration with SJ, proposes a concept carriage dedicated to work, analogous to spending a day at a mobile coworking space. By recognising the new ways of working, this carriage will cater for the needs of different individuals and various types of work and will include private digital meeting spaces, group compartments, collaborative open spaces and cocoon-like seating options in quiet areas. Unlike other modes of transportation, trains allow for passengers to navigate and experience different spaces. By enhancing the use of space and incorporating amenities that improve the user experience, I aim to transform the perception of long train journeys from tedious to exciting and allow a more seamless and efficient way of getting work done while travelling. Ultimately, this degree project encourages sustainable travel through user-centred design.

Global mobility, wireless technology and networked society are transforming the airport territory. These changes (hard factors) have been analysed in airport planning and transportation studies (Koll-Schretzenmayr 2003; Banister 2003; Schaafsma 2003; Knippenberger &Wall 2010; Salewski & Michaelli 2011; Convenz & Thierstein ed. 2014 et al) and architecture and design (Edwards 1998; Blow 2005; Cuadra 2002; Uffelen 2012; Gensler 2013 et al). But design strategies focusing on the passenger experience (soft factors) have not yet been thoroughly assimilated by architecture and design. On the theoretical level this dissertation spans the analysis of current methodologies in social studies (e.g. Castells 1996; Gottdiener 2000; Cresswell 2006; Urry, 2007; Elliott & Urry 2010; Adey 2010 et al) and their relation to architectural and urban studies concepts for the airport. The latter includes the “Airport as City” (Güller & Güller 2000), “Aviopolis – A Book about Airports” (Fuller & Harley 2005) and “Aerotropolis” (Kassarda 2010). This dissertation also explores IT and aviation industry interests at the interface between technology and air travellers. In this light aviation industry research and solutions (Amadeus 2011, SITA 2013) are important to consider, as well the philosophy behind who travels and for what purpose (Sloterdijk 1998; Koolhaas 1998; Gottdiener 2000; Urry 2007; Birtchnell & Caletrio 2014 et al). Here, the author’s previous field research at Frankfurt International Airport is relevant. We live more mobile lifestyles, we work in hybrid spaces (Suoza 2006; Duffy 2010 et al), and we consequently need to share information and collaborate differently. Using constant travellers as a case study, the impact of physical and informational mobility on perceptions of and behavioural patterns in the airport can lead to a deeper understanding of mobile work and the air travel experience. New design strategies can be developed from research about constant travellers, and the results may improve their work and air travel experience. The author’s combination of design approaches from architecture and social science (sociology and psychology) methodologies can better address the real needs of constant travellers in hybrid workspaces. It is hoped that this dissertation will inspire airport architects and designers, interaction designers and the aviation industry to pay more attention to users’ needs in their design processes.