User information needs for hybrid public transport systems in Cape Town, South Africa

Public transport information imbalances are rife in cities with hybrid systems composed of scheduled and unscheduled modes, hindering users’ ability to access mobility. Though private and public entities alike are seeking information-based technological solutions to aid users to navigate these systems, there is still little understanding of what information users need to navigate these complex hybrid systems. Particularly for captive public transport users who do not have access to private alternative means of travel, access to relevant information across all modes could enable access to information on trips that better suit their needs and preferences. Through semi-structured interviews followed by a best-worst scaling survey with captive public transport users in Cape Town, South Africa, this study investigates what information users need to plan non-routine hybrid journeys. Information needs are extensive, ranging beyond that which is publicly offered, not only on available transport services in isolation, but also across these collective services. This paper provides a method for investigating the information needs of users to enable policy makers to better align information and data strategies to support the integration of hybrid public transport systems through passenger information.