Exercise 2 - Interview with personel at information desk - Per

Peter Lundkvist, info desk at T-Centralen ticket gate. 58 y/o.

-What is the most common question you get?

- It is definitely about ticket types.

-What are other common issues that tourists have?

- The Zone system is confuses a lot of people, a lot of people are afraid of getting the wrong ticket so they rather ask me or in the booth at the gate.  Also the reduced ticket price is causing a lot of questions and mistakes.

(Peter walks over to the machine to show us that if you press english and single ticket, one of the options is be “Zone A red”)

- This causes a lot of trouble because lots of tourists interprets it as it being a ticket for zone A and line A, which is of course wrong. And since this person might not qualify for reduced fee, they have to go back to SL-center to try to get a refund for their ticket. It’s all very unfortunate.

- Are there any environmental factors?

-Most tourists are tired and are coming straight from Arlanda. The information on the signs and stickers around the machine is a little bit too much. We just started replacing the signs above the machines, so hopefully the new ones are a little bit more clear and will lead to less questions and mistakes. They just changed them here in this ticket area at T-centralen on monday.

- Do you have any suggestion about what could be done to make it easier for tourists to buy their tickets and get the correct information?

They could reprogram the interface of the ticket machine so that the whole “Zone A red” problem disappears, atleast put a dot after so you know that it is short for something. Should not take a programmer much time to fix. There’s even space enough to write “reduced fee”.