South London Largest London borough by population Home of trams in the capital
I wont pretend to be an expert in this But speaking to different experts and the options we felt we needed an approach that allowed a detailed understanding of the journey customers follow Using ethnographics – basically semi-structured interviews and observation, in their local environment. Dicsussing all the feelings and experiences and what customers really wanted or felt would work Was time consuming – and required right skills Their understanding of issues and services Motivation behind decision making
The subtle bit that makes all the difference.
5. Support informal social networks at all stages, especially early stages.