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Thomas Rayon

ENA Project

1. Introduction

The ENA project, launched in 2018 under the EVRA initiative by the French government, aims to develop and deploy autonomous shuttles to improve urban and rural transportation. Coordinated by Université Gustave Eiffel, the project brings together a diverse consortium of academic, industrial, and territorial partners. My work at LESCOT within this project focused on assessing user acceptability and acceptance of these shuttles. This involved gathering user expectations and experiences through extensive studies and real-world trials, ensuring that the shuttles meet the mobility needs of diverse populations.

3. UX Research Activities

My role involved conducting comprehensive UX research on autonomous shuttles. I designed and implemented various methodologies, including on-site observations, interviews, and surveys, in collaboration with project partners. These activities aimed to collect detailed user feedback from different ENA territories. By analyzing data on user satisfaction, comfort, perceived safety, and overall experience, I provided critical insights into user expectations and acceptance, which were instrumental in refining and improving the shuttle services.

3.1. Logbook Methodology

3.1.1. Composition

The methodology of the logbook was designed to capture user experiences with autonomous shuttles over an extended period. This technique allows for longitudinal evaluation, providing insights into user acceptability and acceptance of the shuttles. In the ENA project, the logbook methodology was employed to gather feedback, experiences, and potential persistent hesitations from users regarding the autonomous shuttles. Participants, referred to as "beta testers," were invited to regularly use the shuttle throughout the experiment and document their experiences after each trip. To ensure uniform data collection, participants were trained at the beginning of the experiment and received weekly follow-ups throughout the data collection phase.

3.1.2. Steps and Questionnaires

Step 1: Initial Meeting

During the initial meeting, the investigator explained the detailed procedure of the logbook method and administered the first three questionnaires:

  • Sociodemographic Questionnaire: Administered only once during the initial session to collect basic demographic information such as gender, age, and socio-professional category.
  • Attitudes Towards New Technologies Questionnaire: Also administered only once, this questionnaire aimed to understand participants' attitudes towards technology, categorized into "Technophiles," "Technophobes," and "Techno-pragmatics."
  • Acceptability/Acceptance Survey: Administered three times (before the first use, after the first use, and at the end of the logbook period) to evaluate changes in participants' perceptions over time.
Step 2: Regular Use and Data Collection

Participants were encouraged to use the autonomous shuttle regularly and complete the satisfaction questionnaire after each trip. This questionnaire was available online via Qualtrics and included items on overall satisfaction, comfort, perceived safety, and effectiveness. Regular follow-ups ensured that participants adhered to the usage and data collection schedule.

Step 3: Satisfaction After Each Trip

After each shuttle trip, participants filled out the satisfaction questionnaire, which assessed their immediate reactions and experiences using the same dimensions as in Step 2.

Step 4: Final Debriefing

At the end of their participation, a final debriefing session was held to review the collected data and gather participants' comprehensive feedback. This included their overall experience, memorable events, and suggestions for improvement. Participants also completed the final acceptability/acceptance survey to compare their initial and final perceptions of the autonomous shuttles.

A visual flowchart explaining the methodology of a project, showing a timeline with four steps: Step 1: First meeting with the participant to brief them on how the logbooks work, Step 2: First trip with the experimenter, Step 3: The participant fills out their logbook after each trip in NA, Step 4: The participant completes their debriefing with the experimenter. Below the timeline, there are various surveys listed: Socio-demographic survey, Satisfaction survey regarding current means of transport, Survey on attitudes towards new technologies, Acceptability survey, Acceptance survey, and Satisfaction survey.

3.2. Findings

3.2.1. What We Did

We engaged 26 participants, including 12 women and 14 men aged 18 to 64, to regularly use an autonomous shuttle and document their experiences. These participants represented various transportation habits, including car drivers, public transport users, and those who walked or biked. Our goal was to understand their experiences with the shuttle, focusing on comfort, safety, and overall satisfaction.

3.2.2. What We Found

  • Initial Excitement but Fading Enthusiasm: At first, people thought the shuttle was useful and interesting. However, by the end of the experiment, their enthusiasm had decreased. They initially found it somewhat exciting but became less impressed over time.
  • Comfort and Ease of Use: After the first ride, participants found the shuttle less easy to use than they initially thought. Although there was a slight improvement by the end, it wasn't significant. Comfort levels followed a similar pattern, starting lower after the first ride and slightly improving later.
  • Social Influence: The influence of friends and family on their decision to use the shuttle decreased consistently throughout the experiment. People cared less about what others thought as time went on.
  • Fun Factor: The fun or enjoyment of riding the shuttle increased after the first ride but declined by the end of the experiment. It seems the novelty wore off quickly.
  • Anxiety and Safety Concerns: Initially, people were a bit anxious about using the shuttle, but this decreased after the first ride. However, by the end of the experiment, anxiety levels rose again, possibly due to concerns about safety or the shuttle's performance.
  • Perceived Value: Over time, participants felt that the shuttle offered good value, especially since it was free and electric. This perception improved as they used the shuttle more.
  • Intention to Use: Despite some positive aspects, participants' intention to continue using the shuttle dropped by the end. They seemed less likely to choose the shuttle over their usual transportation methods.
An image of a pink autonomous shuttle with a list of results on the right. The results cover topics such as Initial Excitement but Fading Enthusiasm, Comfort and Ease of Use, Social Influence, Fun Factor, Anxiety and Safety Concerns, Perceived Value, and Intention to Use.

3.2.3. What This Means

People were curious and somewhat excited about the autonomous shuttle at first, but this excitement faded. They found some issues with ease of use and comfort, and although they initially thought the shuttle was a fun experience, this feeling didn't last. Concerns about safety and anxiety resurfaced by the end of the experiment.

However, they did see value in the shuttle being an economical and eco-friendly option. Despite this, their overall intention to keep using the shuttle decreased. This suggests that while there is potential for autonomous shuttles, improvements are needed in comfort, ease of use, and safety to keep users interested and satisfied in the long run.

4. Conclusion

4.1. Summary of Findings

Our logbook study, which included 26 participants from diverse backgrounds, revealed an initial surge of enthusiasm for the autonomous shuttle. This excitement, driven by perceived usefulness and enjoyment, peaked after the first use but gradually waned as the experiment progressed. Participants reported that the shuttle was less intuitive to use than expected, and while comfort levels improved slightly, the overall experience did not meet initial expectations.

4.2. Cost Perception and Intention to Use

Throughout the experiment, participants increasingly recognized the cost-effectiveness of the autonomous shuttles, appreciating their economic and environmental advantages as an electric, free-to-ride option. Despite this, their intention to continue using the shuttle declined by the end of the study. This drop in motivation, coupled with rising anxiety levels, points to unresolved issues related to comfort and shuttle performance.

4.3. Social Influence and User Experience

As the experiment progressed, social influence on participants' opinions waned, reflecting a more independent evaluation of the shuttle experience. Initial reactions were mostly positive, but ongoing concerns about safety and shuttle performance gradually eroded confidence, leading to increased anxiety and declining motivation.

4.4. Practical Implications

To improve user experience (UX) and acceptance of autonomous shuttles, several key areas require attention:

  • Ease of Use: Simplify the shuttle system to make it more intuitive and user-friendly.
  • Comfort and Performance: Address challenges related to braking, speed, and ride comfort to enhance the overall experience.
  • Safety and Reliability: Minimize operational glitches and ensure consistent performance to build trust and reduce anxiety.
  • Economic and Environmental Value: Capitalize on the shuttle’s cost-effectiveness and sustainability to strengthen its appeal.
An image showing two autonomous shuttles, one pink and the other green, with a list of practical implications on the right. These implications include Ease of Use, Comfort and Performance, Safety and Reliability, and Economic and Environmental Value.

4.5. Future Directions

To build on the success of the ENA project, further data collection and analysis should be conducted in other regions, including larger cities and rural areas, to better understand how autonomous shuttles are perceived and utilized in diverse environments.

Future efforts should focus on the following:

  • Comparative Analysis: Conduct studies comparing urban and rural settings to identify specific needs and preferences for autonomous shuttle services, enabling tailored solutions for different communities.
  • User-Centered Design Improvements: Utilize collected data to refine shuttle design and operations, prioritizing comfort, safety, and ease of use to address issues identified in the initial study.
  • Public Engagement: Enhance public engagement through surveys, workshops, and pilot programs in new areas to gather comprehensive user feedback, ensuring shuttle services meet community needs.
  • Collaboration with Stakeholders: Partner with local governments, transportation authorities, and technology developers to seamlessly integrate autonomous shuttles into existing transportation networks, creating comprehensive mobility solutions.
  • Longitudinal Studies: Implement long-term studies to track changes in user acceptance and satisfaction, offering valuable insights into evolving perceptions and potential challenges.

By addressing these areas, the ENA project can contribute to the successful integration of autonomous shuttles into broader transportation systems, ultimately enhancing mobility options and improving the quality of life for residents in various regions.