Developing a Serious Game for Rail Services: Improving Passenger Information During Disruption (PIDD)


Managing passenger information during disruption (PIDD) is a significant factor in running effective and quick-to-recover rail operations. Disruptions are unpredictable, and their timely resolution is ultimately dependent on the expert knowledge of experienced frontline staff. The development of frontline employees by their employers usually takes the form of practice reviews and ‘on-the-job’ learning, while academic education majors on theoretical approaches and classroom-based teaching. This paper reports on a novel industry-funded project that has developed a serious game (the ‘Rail Disruption Game’) that combines theory and practice to better manage PIDD for frontline staff in a UK train operating company (TOC). It defines challenges and the development method for the Rail Disruption Game; it also incorporates developer and user feedback. This paper provides insight into how to design, make and deploy a serious game as part of a gamified management process.

Divisions: College of Business and Social Sciences > Aston Business School > Operations & Information Management
College of Business and Social Sciences > Aston Business School
Additional Information: Copyright © 2023 by the authors. Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license ( Funding Information: This research was funded by the Rail Safety and Standards Board (RSSB). Reference, TOC’15.
Publication ISSN: 2078-2489
Last Modified: 29 Nov 2023 13:40
Date Deposited: 04 Sep 2023 11:30
Full Text Link: 10.3390/info14080464
Related URLs: https://www.mdp ... 8-2489/14/8/464 (Publisher URL)
http://www.scop ... tnerID=8YFLogxK (Scopus URL)
PURE Output Type: Article
Published Date: 2023-08
Published Online Date: 2023-08-17
Accepted Date: 2023-08-16
Authors: Clegg, Ben
Orme, Richard
Petridis, Panagiotis



Version: Published Version

License: Creative Commons Attribution

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