Posts By: Nathan Kirchner

Into the loop

Historically, the interaction between person and machine was very simple – a person knew what they wanted to do and that they wanted to use the machine to do it, so they went and pressed a button and it happened. The interaction between these peers only went one way, from person to machine, with nothing… Read more

The language of syndromes to identify ways of enhancing public transport services for customers

When someone is ill, there are two choices available to them. On the one hand, they can take painkillers or lozenges to mask their sore throat or headache. But while this makes their symptoms disappear for a few moments, it doesn’t address their underlying syndrome. It’s more desirable to take antibiotics as these will both… Read more

Customer service and the ethics of influencing travel behaviour to improve public transport operations

Influence is a powerful phenomenon. As people go about their daily lives, they are pushed and pulled in various directions by forces as varied as advertising, the news media, their significant other, even signs and information points – these all influence the decisions they make. These relationships are positive if they are in the best… Read more