The user experience of crowds

This thesis is concerned with the user experience of crowds, incorporating issues of comfort, satisfaction, safety and performance within a given crowd situation. Factors that influence the organisation and monitoring of crowd events will be considered. A comprehensive review of the literature revealed that crowd safety, pedestrian flow modeling, public order policing and hooliganism prevention, has received the greatest attention with previous research on crowds. Whereas crowd performance, comfort and satisfaction has received less attention, particularly within spectator events (sporting and music for example). Original research undertaken for this doctoral thesis involved a series of studies: user focus groups, stakeholder interviews, and observational research within event security and organisation. Following on from these investigations, the findings have been integrated with a tool to assist crowd organisers and deliverers during the planning of crowd events, and accompanying user feedback interviews following use of the tool. The overarching aim of the research within this thesis was to explore the complex issues that contribute to the user experience of being in a crowd, and how this might be improved. The crowd user focus groups revealed differences in factors affecting crowd satisfaction, varying according to age and user expectations. Greater differences existed between crowd users, than across crowd situations, highlighting the importance of identifying expected crowd members when planning individual events. Additionally, venue design, organisation, safety and security concerns were found to highly affect crowd satisfaction, irrespective of group differences or crowd situations, showing the importance of these issues when considering crowd satisfaction for all crowd events, for any crowd members. Stakeholder interviews examining crowds from another perspective suggested that overall safety was a high priority due to legal obligations, in order to protect venue reputation. Whereas, comfort and satisfaction received less attention within the organisation of crowd events due to budget considerations, and a lack of concern as to the importance of such issues. Moreover, communication and management systems were sometimes inadequate to ensure compliance with internal procedures. In addition a lack of usable guidance was seen to be available to those responsible for organising crowd situations. Eleven themes were summarised from the data, placed in order of frequency of references to the issues: health and safety, public order, communication, physical environment, public relations, crowd movement, event capacity, facilities, satisfaction, comfort, and crowd characteristics. Results were in line with the weighting of the issues within the literature, with health and safety receiving the most attention, and comfort and satisfaction less attention. These results were used to form the basis of observational checklists for event observations across various crowd situations. Event observations took two forms: observing the role of public and private security, and observing crowd events from the user perspective. Observations within public and private security identified seven general themes: communication, anticipating crowd reaction, information, storage, training, role confusion, financial considerations and professionalism. Findings questioned the clarity of the differing roles of public and private security, and understanding of these differences. Also the increasing use of private over public security within crowd event security, and the differing levels of training and experience within public and private security were identified. Event observations identified fifteen common themes drawn from the data analysis: communication, public order, comfort, facilities, queuing systems, transportation, crowd movement, design, satisfaction, health and safety, public relations, event capacity, time constraints, encumbrances, and cultural differences. Key issues included the layout of the event venue together with the movement and monitoring of crowd users, as well as the availability of facilities in order to reduce competition between crowd users, together with possible links to maintaining public order and reducing anti-social behaviour during crowd events. Findings from the focus groups, interviews, and observations were then combined (to enhance the robustness of the findings), and developed into the Crowd Satisfaction Assessment Tool (CSAT) prototype, a practical tool for event organisers to use during the planning of crowd events. In order to assess proof of concept of the CSAT, potential users (event organisers) were recruited to use the CSAT during the planning of an event they were involved in organising. Semi-structured feedback interviews were then undertaken, to gain insight into the content, usefulness, and usability of the CSAT. Separately human factors researchers were recruited to review the CSAT, providing feedback on the layout and usability of the tool. Feedback interviews suggested the CSAT was a useful concept, aiding communication, and providing organisers with a systematic and methodical structure for planning ahead, prioritising ideas, and highlighting areas of concern. The CSAT was described as being clear and easy to follow, with clear aims, and clear instructions for completion, and was felt to aid communication between the various stakeholders involved in the organisation and management of an event, allowing information to be recorded, stored and shared between stakeholders, with the aim of preventing the loss of crucial information. The thesis concludes with a summary model of the factors that influence crowd satisfaction within crowd events of various descriptions. Key elements of this are the anticipation, facilities, and planning considered before an event, influences and monitoring during an event and reflection after an event. The relevance and impact of this research is to assist the planning of crowd events, with the overall aim of improving participant satisfaction during crowd events. From a business perspective the issue is important with competition between events, the desire to encourage return to events, and to increase profit for organisers. From an ergonomics perspective, there is the imperative of improving the performance of crowd organisers and the experience of crowd users

The user experience of crowds: a human factors challenge

Crowds are such an integral part of our everyday lives, yet research considering how the user experience of crowds can be enhanced, remains relatively underdeveloped. As with any other user interaction, the key human factors considerations of user safety, performance, comfort and satisfaction apply. A review of literature highlighted that important factors influencing the operation of crowds have been studied relatively independently, tending to focus on specific crowd situations, but rarely accounting for the interaction of factors and similarities and differences between crowd types. Focus groups exploring individual experiences of crowds revealed differences and priorities varying with age and expectations. This initial study contributes towards modeling contributory factors to the crowd experience, moving towards a more holistic understanding

Crowd satisfaction at sporting events

This paper presents findings from in depth semi-structured interviews with event organisers and deliverers, investigating the organisation, coordination, and security of a variety of spectator sporting events. Safety was identified by those responsible for organising and delivering events as a key priority, with less attention given to user experience, crowd comfort and satisfaction. An evidence based description was developed to embody findings of the current study, illustrating the central issues that influence crowd satisfaction within spectator sporting events: anticipation, facilities, and planning (prior to the event); influences and monitoring (carried out during the event); and reflection (engaged in after the event)

Planning crowd events to achieve high participant satisfaction

A case study investigation within a large UK university involving semi-structured stakeholder interviews, examined the organisation, coordination, and security within crowd events of various descriptions. Similarities in approaches and priorities emerged with crowd event organisation, primarily attention to safety requirements, in protecting crowd members, venue reputation, and legal obligations. Conversely, attention to and attitudes and beliefs surrounding user experience, crowd comfort and satisfaction, were often based on personal judgment, and appeared to be influenced by budget considerations. The findings suggest a lack of knowledge and usable evidence based guidance for planning crowd events in relation to important aspects affecting participant satisfaction

Teenage trespass on the railways – a systems approach

Rail trespass and risk-taking behaviours are particularly high among 16–25 year olds. The aim of the research described in this paper is to understand how the communication of safety information to these groups can be improved. The study involves focus groups with 117 young people and 43 interviews with stakeholders drawn from the rail industry alongside professionals involved in working with young people. Participants in the focus groups are shown a set of four safety videos which describe the dangers of trespass. The findings demonstrate a number of misconceptions about the dangers and legality of trespass among young people (e.g. lack of awareness of electrocution dangers). Material which includes emotional, ‘real-life’ information in the form of safety narratives is judged to be the most effective in communicating trespass risks. The study also underlines the importance of combining and integrating technical, educational and community-based efforts to reduce trespass

Understanding slips, trips, and falls among older rail passengers: future-proofing risk

The On average 30% of adults over the age of 65 years fall each year, with 1 in 5 of those falls requiring medical attention (Gillespie et al, 2012). With an ageing population across parts of the world (e.g. United Kingdom, Australia, and the United States of America), the number of older passengers (over the age of 65 years) using public transport (i.e. railways) is likely to increase, with implications for the design and use of train stations (Currie and Delbosc, 2010; DTI, 2000; Palacin, 2011; RSSB, 2008, 2011)

Probing deeper into the risks of slips, trips and falls for an ageing rail passenger population: applying a systems approach

In this study, the authors report the findings from a study of the contributory factors leading to slips, trips and falls (STFs) amongst elderly passengers at train stations and how these are likely to change in the future over the medium to long term (the period 2035–2050). Their data draws on: stakeholder interviews with rail personnel and elderly passengers; a set of station observations carried out across the UK; and, a survey of the views of station managers. The findings point to a set of 22 contributory factors covering aspects of organisational, station environment and passenger (individual) influence on S TFs. Amongst the factors which most co ncern station managers at the present and over the next few decades are: rushing behaviour on train platforms; the consumption of alcohol by passengers; aspects of station design (e.g. flooring); and, training for station staff as regard the risks of STFs. The authors summarise their findings in the form of a systems model which highlights priorities with regard to STFs in terms of all of the stakeholders taking part in the study. A final section discusses a set of issues which might form the basis for a future agenda for research and practice in this are

Probing deeper into the risks of slips, trips and falls for an ageing rail passenger population: applying a systems approach

In this study, the authors report the findings from a study of the contributory factors leading to slips, trips and falls (STFs) amongst elderly passengers at train stations and how these are likely to change in the future over the medium to long term (the period 2035–2050). Their data draws on: stakeholder interviews with rail personnel and elderly passengers; a set of station observations carried out across the UK; and, a survey of the views of station managers. The findings point to a set of 22 contributory factors covering aspects of organisational, station environment and passenger (individual) influence on STFs. Amongst the factors which most concern station managers at the present and over the next few decades are: rushing behaviour on train platforms; the consumption of alcohol by passengers; aspects of station design (e.g. flooring); and, training for station staff as regard the risks of STFs. The authors summarise their findings in the form of a systems model which highlights priorities with regard to STFs in terms of all of the stakeholders taking part in the study. A final section discusses a set of issues which might form the basis for a future agenda for research and practice in this area

Proposed host galaxies of repeating fast radio burst sources detected by CHIME/FRB

We present a search for host galaxy associations for the third set of repeating fast radio burst (FRB) sources discovered by the CHIME/FRB Collaboration. Using the ~1 arcmin CHIME/FRB baseband localizations and probabilistic methods. We identify potential host galaxies of two FRBs, 20200223B and 20190110C at redshifts of 0.06024(2) and 0.12244(6), respectively. We also discuss the properties of a third marginal candidate host galaxy association for FRB 20191106C with a host redshift of 0.10775(1). The three putative host galaxies are all relatively massive, fall on the standard mass-metallicity relationship for nearby galaxies, and show evidence of ongoing star formation. They also all show signatures of being in a transitional regime, falling in the "green valley" which is between the bulk of star-forming and quiescent galaxies. The plausible host galaxies identified by our analysis are consistent with the overall population of repeating and non-repeating FRB hosts while increasing the fraction of massive and bright galaxies. Coupled with these previous host associations, we identify a possible excess of FRB repeaters whose host galaxies have M_u - M_r colors redder than the bulk of star-forming galaxies. Additional precise localizations are required to confirm this trend.Comment: 11 pages, submitted to AAS journal

Engaging terminally ill patients in end of life talk: How experienced palliative medicine doctors navigate the dilemma of promoting discussions about dying

Objective: To examine how palliative medicine doctors engage patients in end-of-life (hereon, EoL) talk. To examine whether the practice of “eliciting and responding to cues”, which has been widely advocated in the EoL care literature, promotes EoL talk. Design: Conversation analysis of video- and audio-recorded consultations. Participants: Unselected terminally ill patients and their companions in consultation with experienced palliative medicine doctors. Setting: Outpatient clinic, day therapy clinic, and inpatient unit of a single English hospice. Results: Doctors most commonly promoted EoL talk through open elaboration solicitations; these created opportunities for patients to introduce Ð then later further articulate Ð EoL considerations in such a way that doctors did not overtly ask about EoL matters. Importantly, the wording of elaboration solicitations avoided assuming that patients had EoL concerns. If a patient responded to open elaboration solicitations without introducing EoL considerations, doctors sometimes pursued EoL talk by switching to a less participatory and more presumptive type of solicitation, which suggested the patient might have EoL concerns. These more overt solicitations were used only later in consultations, which indicates that doctors give precedence to patients volunteering EoL considerations, and offer them opportunities to take the lead in initiating EoL talk. There is evidence that doctors treat elaboration of patients’ talk as a resource for engaging them in EoL conversations. However, there are limitations associated with labelling that talk as “cues” as is common in EoL communication contexts. We examine these limitations and propose “possible EoL considerations” as a descriptively more accurate term. Conclusions: Through communicating Ð via open elaboration solicitations Ð in ways that create opportunities for patients to volunteer EoL considerations, doctors navigate a core dilemma in promoting EoL talk: giving patients opportunities to choose whether to engage in conversations about EoL whilst being sensitive to their communication needs, preferences and state of readiness for such dialogue