Passenger Research for Public Transportation Design – We Listen to Design Better
Only those who truly understand their passengers’ needs can make public transportation attractive, efficient, and future-ready. Milani designs and conducts passenger surveys that deliver real insights and enable concrete improvements, from concept to implementation.
Our Expertise: Understanding Passengers, Designing with a Human-Centered Approach
Public transportation today is under pressure: rising expectations, growing competition, and new mobility options. To build long-term passenger loyalty, technical solutions alone are not enough. What matters is consistently including the passenger perspective.
This is where Milani comes in. Our passenger surveys go far beyond traditional questionnaires: we talk to people, observe their behavior, and draw clear conclusions. Travel behavior differs depending on train type, region, or mode of transport – just as passenger needs vary.
With innovative methods, precise analysis, and creative tools, we reveal what truly drives passengers – their needs, frustrations, and desires. This way, we gain insights into changing travel behaviors and diverse mobility requirements. Only by truly understanding these can we design solutions that make an impact.
Customer Journey Mapping – Seeing the Journey Through Passengers’ Eyes
To truly understand passengers, it’s not enough to look at isolated touchpoints. Customer Journey Mapping reveals the entire travel chain – from buying a ticket, to time spent onboard, to arriving at the destination. This process makes needs, pain points, and opportunities visible.
At Milani, this mapping always forms the foundation of our work. It allows us to focus on the most critical moments of the journey and design solutions that enhance comfort, improve wayfinding, and sustainably elevate the passenger experience in public transportation.
