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User Experience In Public Transportation

User experience in public transportation globally.
A group of passengers boarding an electric bus in the streets Kampala, Uganda.

When using technologies like E-Buses, it is essential to understand society’s general perception. Local perceptions and priorities might change depending on the location; therefore, cities need to understand these values and implement E-Buses that support local needs. However, the presented cases do not apply to everyone and are discussed here to provide an example.

What attributes do passengers value in electrified buses?

Four primary attributes can be used to analyze user satisfaction with E-Bus services:

  • cleanliness
  • crowding
  • seating comfort
  • convenience of getting on/off.

Furthermore, four attributes characterize E-Buses as opposed to those of conventional buses:

  • safety
  • ride comfort
  • environmental friendliness
  • exterior design.

A table showcasing the different attributes of an electric bus and their definitions.Click to expand. Definitions of attributes of an electric bus. PEM Motion (2023)

Identification of Potential Passengers’ Perceptions of Electrified Buses:

According to a study conducted by Kwon Y., Kim S., Kim H., and Byun J. (2022), when it comes to analyzing the quality of public transportation service, gender plays a crucial role in explaining attitudes, preferences, and behaviors, and in this case, passenger behavior.

As shown in the following graph, the results show an essential difference in the scores between males and females regarding safety, environmental friendliness, and ride comfort. In particular, women rated safety and environmental friendliness more critically than men.

On the other hand, males gave higher value to ride comfort and exterior design attributes. For the remaining attributes, however, there are only slight differences between gender groups regarding cleanliness, crowding, seat comfort, and convenience of getting on/off.

Graph showing a comparison between different perceptions by gender of electric bus perceptionsClick to expand. Comparison of male and female e-bus passenger values. PEM Motion (2023)

The study implies that:

  • there are differences in preference between men and women for several attributes, such as safety, ride comfort, environmental friendliness, and exterior design
  • women give more importance to electrified buses’ safety and environmental friendliness than men
  • women rated environmental friendliness as a more important attribute of E-Buses than men.


Project planners should conduct studies to understand individual needs and ensure that the local community values E-Buses. For instance, if women feel unsafe when traveling at night, E-Bus services should drop them off as close to their destination as possible. This could be achieved e.g. by incorporating more bus stops or offering direct rides to passengers during late hours. E-Bus planners can increase engagement and excitement among the locals by taking such steps, leading to a more prosperous and sustainable project.


Kwon, Y., Kim, S., Kim, H., & Byun, J. (2020). What Attributes Do Passengers Value in Electrified Buses? Energies. Retrieved from: Link

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