John Waterhouse

1. Passenger Perspective
Elliott Bay Design Group LLC
Better to Build – Better to Operate
Presented by John Waterhouse, P.E.
Midyear TRB Ferry Committee Meeting
August 2012

2. Outline
• Challenge
• Process
• Results

3. Challenge
• Identifying the needs
▫ Expressed
▫ Latent
• Identifying the constraints
▫ Regulations
▫ Existing Infrastructure
▫ Service Level/Budget

4. Example - Passenger/Vehicle Loading

5. Process
• Familiarization
• Stakeholder Identification
• Outcome Definition
• Data Collection
• Analysis
• Report & Recommendations

6. Familiarization

7. Stakeholder Identification
• Passengers
▫ Commuters
▫ Daytime Local Residents
▫ Nighttime Local Residents
▫ Tourists
▫ Elderly
▫ Special Needs

8. Passengers

9. Outcome Definition
• What questions are needing to be answered?
• When is the information required?
• How will budget constraints will limit the data
collection?
• Who will review the results?
▫ Operations staff
▫ Planning staff
▫ Public officials (non-technical)
▫ Citizens (of all stripes)

10. Data Collection
• Desktop Research
• Surveys
▫ Intercept
▫ Mail (Traditional & email)
▫ Telephone
• Interviews
▫ Individuals
▫ Focus Groups
• Field Observations

11. Intercept Surveys
• Onboard Surveys by Halcrow in October 2009
• 489 Useable/136 Not Useable
• Most surveys collected from 7 am to 8 pm

12. Passenger Feedback
How to best Spend $1000 Mean Std. Dev Rank
Improved facilities on board vessels (seats, decks, toilets, etc.) 130.3 287.5 1
Increased frequency of weekend service (every 15 minutes) 116.8 229.1 2
Service always within 5 minutes of scheduled timetable 115.3 263.1 3
Increased frequency of late night service (every half hour) 113.9 230.9 4
Advance information by text message or email about delays / cancellations 103.1 233.3 5
Improved food service on board vessels 78.9 215.6 6
Improved cleanliness of restrooms 71.6 214.9 7
Improved facilities at terminals (seats, toilets etc ) 67.1 196.8 8
Feel safe at all times on board and in terminals 51 179.7 9
Free WiFi available on board vessels and at terminals 49 163.5 10

13. Field Observations

14. Analysis
• Be open to widening the questions
• Bad ground rules begets bad results
• Sensitivity checks are valuable
• Statistical validity

15. Report & Recommendations
• Loading/Unloading is critical
▫ On time performance improvements
▫ Reduced fuel consumption
▫ Reduction in injury claims
▫ Less confusion for infrequent riders
• Minimize changes in direction
• Allow adequate decision time
• Use colors and signage strategically

16. Opportunities for Operators
• Establish a baseline – Its difficult to
measure progress without one
• Network with your peers – No shame in
using someone else's good idea
• Progress is getting 1000 details right
• Use lessons from other businesses
▫ Disney theme parks
▫ Princess Cruise Lines
▫ Southwest Airlines