1. Participant Profile & Context

• Rare public transport user
• Typically relies on:
  • Driving
  • Lifts from others
  • Walking
• Uses public transport only when:
  • There is no practical alternative
  • Driving feels inconvenient (city centre, events, drinking)
• Low familiarity with:
  • Routes
  • Ticket types
  • App features
  • Network structure

Public transport is non-habitual and unfamiliar — each journey feels like a fresh problem to solve.

2. Relationship with Public Transport

• Public transport is seen as:
  • Slightly intimidating
  • Unpredictable
  • Easy to “get wrong”
• Not actively disliked, but not trusted.

Key framing:

This user does not assume the system will help them — they assume they need to be careful.

3. Frequency & Confidence

• Uses public transport:
  • Infrequently
  • Irregularly
  • Only for specific scenarios
• Lacks confidence to:
  • Improvise
  • Recover from mistakes
  • Change routes mid-journey

Insight:

Low frequency prevents learning — every trip reinforces uncertainty rather than building familiarity.

4. Journey Types & Complexity