The document discusses encouraging new patterns of urban experience through connecting mobile applications, online services, and the internet of things. It introduces the citizen experience journey model, which analyzes each step of a citizen's daily activities and identifies their needs, requested data, supporting technologies, and necessary operations to ensure those needs are met. An example is provided of a student's experience journey taking the bus to school and the potential data, technologies, and integrations involved in each step.

1. Encouraging new patterns of urban experience
through the interconnection between
mobile applications, online services and the internet of things.
SESSION P49 – SMART TOOLS AND CITIZENS INVOLVEMENT // SLOT 3 – ALESSANDRO PRUNESTI

2. alessandro.prunesti@gmail.com
@prunesti
www.alessandroprunesti.com
www.greal.eu
Alessandro Prunesti

3. Key Points
> The connection between social, mobile and IoT technology
> The impacts on the citizen daily experience
> The citizen Experience Journey Model
> The new challenges for the social geographer.

4. > The connection between social, mobile and IoT technology
> The impacts on the citizen daily experience
> The citizen Experience Journey Model
> The new challenges for the social geographer.

5. 1Sources: We Are Social, InternetLiveStats, InternetWorldStats: Facebook, Tencent, VKontakte, LiveInternet; GSMA Intelligence.

6. Internet Of Things

7. > The connection between social, mobile and IoT technology
> The impacts on the citizen daily experience
> The citizen Experience Journey Model
> The new challenges for the social geographer.

8. > New digital technologies, new citizen behaviors
> Real-time user generated data and contents
> Interaction with IoT services
> Huge amount of data (to transform in insights)
> New paradigm of “Hyperplace”

9. Citizens today expect more transparent,
accessible, and responsive services

10. Citizen journey
Individuals and entities which can interact
each other through mobile applications, online
platforms and IoT tech.

11. > The connection between social, mobile and IoT technology
> The impacts on the citizen daily experience
> The citizen Experience Journey Model
> The new challenges for the social geographer.

12. Citizen Experience Journey
It is a model, derived from marketing, that allow to analyze every
step of the daily activity for each typology of citizen and each
other possible entity involved in the city daily life.
The model indentifies their needs, the kind of digital informations
requested for each action, the supporting technologies and the
operations to deploy in order to ensure those needs.

13. An example of citizen experience journey
application

14. Ac#vity Need Data
delivered Data
acquired
Main
device/
technology
used
Type
of
data Type
of
digital
footprint
Current
status To-­‐do
ac#ons Owner Sa#sfac#on
level
Go
to
school
Set
route
for
school
Student
loca1on
and
school
loca1on
Route
Mobile
phone
Anonymous Ac1ve Not
implemented
by
city
bus
company
Define
bus
line
database
City
bus
company
Go
to
school
Go
to
the
bus
stop
Student
loca1on
Nearest
bus
stop
at
home
Mobile
phone
Personal
data
Passive Not
implemented
by
city
bus
company
Define
bus
stop
database
City
bus
company
Go
to
school
Know
the
wai1ng
1me
Student
loca1on
Bus
loca1on Mobile
phone
Anonymous Passive Implemented
by
city
bus
company
Integra1on
whit
bus
lines
and
stops
City
bus
company
Go
to
school
Ticket
purchase
User
ID Ticket
ID IoT Personal
data
Ac1ve Not
implemented
by
city
bus
company
Integra1ng
NFC
onboard
for
payment
via
mobile
app
City
bus
company
Go
to
school
Check-­‐in
on
the
bus
User
and
1cket
ID
Welcome
message
Mobile
phone
Personal
data
Ac1ve Not
implemented
by
city
bus
company
Enable
check-­‐in
person
on
board
and
integrate
into
the
CRM
system
City
bus
company
Go
to
school
Find
friends
already
onboard
bus
User
ID Other
users
(friends)
onboard
Mobile
phone
Personal
data
Ac1ve Not
implemented
by
city
bus
company
Enable
no1fica1on
system
City
bus
company
Students Experience Journey

15. Ac#vity Need Data
delivered Data
acquired
Main
device/
technology
used
Type
of
data Type
of
digital
footprint
Current
status To-­‐do
ac#ons Owner Sa#sfac#on
level
Go
to
school
Set
route
for
school
Student
loca1on
and
school
loca1on
Route
Mobile
phone
Anonymous Ac1ve Not
implemented
by
city
bus
company
Define
bus
line
database
City
bus
company
Go
to
school
Go
to
the
bus
stop
Student
loca1on
Nearest
bus
stop
at
home
Mobile
phone
Personal
data
Passive Not
implemented
by
city
bus
company
Define
bus
stop
database
City
bus
company
Go
to
school
Know
the
wai1ng
1me
Student
loca1on
Bus
loca1on Mobile
phone
Anonymous Passive Implemented
by
city
bus
company
Integra1on
whit
bus
lines
and
stops
City
bus
company
Go
to
school
Ticket
purchase
User
ID Ticket
ID IoT Personal
data
Ac1ve Not
implemented
by
city
bus
company
Integra1ng
NFC
onboard
for
payment
via
mobile
app
City
bus
company
Go
to
school
Check-­‐in
on
the
bus
User
and
1cket
ID
Welcome
message
Mobile
phone
Personal
data
Ac1ve Not
implemented
by
city
bus
company
Enable
check-­‐in
person
on
board
and
integrate
into
the
CRM
system
City
bus
company
Go
to
school
Find
friends
already
onboard
bus
User
ID Other
users
(friends)
onboard
Mobile
phone
Personal
data
Ac1ve Not
implemented
by
city
bus
company
Enable
no1fica1on
system
City
bus
company
Students Experience Journey

16. Ac#vity Need Data
delivered Data
acquired
Main
device/
technology
used
Type
of
data Type
of
digital
footprint
Current
status To-­‐do
ac#ons Owner Sa#sfac#on
level
Go
to
school
Set
route
for
school
Student
loca1on
and
school
loca1on
Route
Mobile
phone
Anonymous Ac1ve Not
implemented
by
city
bus
company
Define
bus
line
database
City
bus
company
Go
to
school
Go
to
the
bus
stop
Student
loca1on
Nearest
bus
stop
at
home
Mobile
phone
Personal
data
Passive Not
implemented
by
city
bus
company
Define
bus
stop
database
City
bus
company
Go
to
school
Know
the
wai1ng
1me
Student
loca1on
Bus
loca1on Mobile
phone
Anonymous Passive Implemented
by
city
bus
company
Integra1on
whit
bus
lines
and
stops
City
bus
company
Go
to
school
Ticket
purchase
User
ID Ticket
ID IoT Personal
data
Ac1ve Not
implemented
by
city
bus
company
Integra1ng
NFC
onboard
for
payment
via
mobile
app
City
bus
company
Go
to
school
Check-­‐in
on
the
bus
User
and
1cket
ID
Welcome
message
Mobile
phone
Personal
data
Ac1ve Not
implemented
by
city
bus
company
Enable
check-­‐in
person
on
board
and
integrate
into
the
CRM
system
City
bus
company
Go
to
school
Find
friends
already
onboard
bus
User
ID Other
users
(friends)
onboard
Mobile
phone
Personal
data
Ac1ve Not
implemented
by
city
bus
company
Enable
no1fica1on
system
City
bus
company
Students Experience Journey

17. Ac#vity Need Data
delivered Data
acquired
Main
device/
technology
used
Type
of
data Type
of
digital
footprint
Current
status To-­‐do
ac#ons Owner Sa#sfac#on
level
Go
to
school
Set
route
for
school
Student
loca1on
and
school
loca1on
Route
Mobile
phone
Anonymous Ac1ve Not
implemented
by
city
bus
company
Define
bus
line
database
City
bus
company
Go
to
school
Go
to
the
bus
stop
Student
loca1on
Nearest
bus
stop
at
home
Mobile
phone
Personal
data
Passive Not
implemented
by
city
bus
company
Define
bus
stop
database
City
bus
company
Go
to
school
Know
the
wai1ng
1me
Student
loca1on
Bus
loca1on Mobile
phone
Anonymous Passive Implemented
by
city
bus
company
Integra1on
whit
bus
lines
and
stops
City
bus
company
Go
to
school
Ticket
purchase
User
ID Ticket
ID IoT Personal
data
Ac1ve Not
implemented
by
city
bus
company
Integra1ng
NFC
onboard
for
payment
via
mobile
app
City
bus
company
Go
to
school
Check-­‐in
on
the
bus
User
and
1cket
ID
Welcome
message
Mobile
phone
Personal
data
Ac1ve Not
implemented
by
city
bus
company
Enable
check-­‐in
person
on
board
and
integrate
into
the
CRM
system
City
bus
company
Go
to
school
Find
friends
already
onboard
bus
User
ID Other
users
(friends)
onboard
Mobile
phone
Personal
data
Ac1ve Not
implemented
by
city
bus
company
Enable
no1fica1on
system
City
bus
company
Students Experience Journey

18. Ac#vity Need Data
delivered Data
acquired
Main
device/
technology
used
Type
of
data Type
of
digital
footprint
Current
status To-­‐do
ac#ons Owner Sa#sfac#on
level
Go
to
school
Set
route
for
school
Student
loca1on
and
school
loca1on
Route
Mobile
phone
Anonymous Ac1ve Not
implemented
by
city
bus
company
Define
bus
line
database
City
bus
company
Go
to
school
Go
to
the
bus
stop
Student
loca1on
Nearest
bus
stop
at
home
Mobile
phone
Personal
data
Passive Not
implemented
by
city
bus
company
Define
bus
stop
database
City
bus
company
Go
to
school
Know
the
wai1ng
1me
Student
loca1on
Bus
loca1on Mobile
phone
Anonymous Passive Implemented
by
city
bus
company
Integra1on
whit
bus
lines
and
stops
City
bus
company
Go
to
school
Ticket
purchase
User
ID Ticket
ID IoT Personal
data
Ac1ve Not
implemented
by
city
bus
company
Integra1ng
NFC
onboard
for
payment
via
mobile
app
City
bus
company
Go
to
school
Check-­‐in
on
the
bus
User
and
1cket
ID
Welcome
message
Mobile
phone
Personal
data
Ac1ve Not
implemented
by
city
bus
company
Enable
check-­‐in
person
on
board
and
integrate
into
the
CRM
system
City
bus
company
Go
to
school
Find
friends
already
onboard
bus
User
ID Other
users
(friends)
onboard
Mobile
phone
Personal
data
Ac1ve Not
implemented
by
city
bus
company
Enable
no1fica1on
system
City
bus
company
Students Experience Journey

19. Ac#vity Need Data
delivered Data
acquired
Main
device/
technology
used
Type
of
data Type
of
digital
footprint
Current
status To-­‐do
ac#ons Owner Sa#sfac#on
level
Go
to
school
Set
route
for
school
Student
loca1on
and
school
loca1on
Route
Mobile
phone
Anonymous Ac1ve Not
implemented
by
city
bus
company
Define
bus
line
database
City
bus
company
Go
to
school
Go
to
the
bus
stop
Student
loca1on
Nearest
bus
stop
at
home
Mobile
phone
Personal
data
Passive Not
implemented
by
city
bus
company
Define
bus
stop
database
City
bus
company
Go
to
school
Know
the
wai1ng
1me
Student
loca1on
Bus
loca1on Mobile
phone
Anonymous Passive Implemented
by
city
bus
company
Integra1on
whit
bus
lines
and
stops
City
bus
company
Go
to
school
Ticket
purchase
User
ID Ticket
ID IoT Personal
data
Ac1ve Not
implemented
by
city
bus
company
Integra1ng
NFC
onboard
for
payment
via
mobile
app
City
bus
company
Go
to
school
Check-­‐in
on
the
bus
User
and
1cket
ID
Welcome
message
Mobile
phone
Personal
data
Ac1ve Not
implemented
by
city
bus
company
Enable
check-­‐in
person
on
board
and
integrate
into
the
CRM
system
City
bus
company
Go
to
school
Find
friends
already
onboard
bus
User
ID Other
users
(friends)
onboard
Mobile
phone
Personal
data
Ac1ve Not
implemented
by
city
bus
company
Enable
no1fica1on
system
City
bus
company
Students Experience Journey

20. Ac#vity Need Data
delivered Data
acquired
Main
device/
technology
used
Type
of
data Type
of
digital
footprint
Current
status To-­‐do
ac#ons Owner Sa#sfac#on
level
Go
to
school
Set
route
for
school
Student
loca1on
and
school
loca1on
Route
Mobile
phone
Anonymous Ac1ve Not
implemented
by
city
bus
company
Define
bus
line
database
City
bus
company
Go
to
school
Go
to
the
bus
stop
Student
loca1on
Nearest
bus
stop
at
home
Mobile
phone
Personal
data
Passive Not
implemented
by
city
bus
company
Define
bus
stop
database
City
bus
company
Go
to
school
Know
the
wai1ng
1me
Student
loca1on
Bus
loca1on Mobile
phone
Anonymous Passive Implemented
by
city
bus
company
Integra1on
whit
bus
lines
and
stops
City
bus
company
Go
to
school
Ticket
purchase
User
ID Ticket
ID IoT Personal
data
Ac1ve Not
implemented
by
city
bus
company
Integra1ng
NFC
onboard
for
payment
via
mobile
app
City
bus
company
Go
to
school
Check-­‐in
on
the
bus
User
and
1cket
ID
Welcome
message
Mobile
phone
Personal
data
Ac1ve Not
implemented
by
city
bus
company
Enable
check-­‐in
person
on
board
and
integrate
into
the
CRM
system
City
bus
company
Go
to
school
Find
friends
already
onboard
bus
User
ID Other
users
(friends)
onboard
Mobile
phone
Personal
data
Ac1ve Not
implemented
by
city
bus
company
Enable
no1fica1on
system
City
bus
company
Students Experience Journey

21. Ac#vity Need Data
delivered Data
acquired
Main
device/
technology
used
Type
of
data Type
of
digital
footprint
Current
status To-­‐do
ac#ons Owner Sa#sfac#on
level
Go
to
school
Set
route
for
school
Student
loca1on
and
school
loca1on
Route
Mobile
phone
Anonymous Ac1ve Not
implemented
by
city
bus
company
Define
bus
line
database
City
bus
company
Go
to
school
Go
to
the
bus
stop
Student
loca1on
Nearest
bus
stop
at
home
Mobile
phone
Personal
data
Passive Not
implemented
by
city
bus
company
Define
bus
stop
database
City
bus
company
Go
to
school
Know
the
wai1ng
1me
Student
loca1on
Bus
loca1on Mobile
phone
Anonymous Passive Implemented
by
city
bus
company
Integra1on
whit
bus
lines
and
stops
City
bus
company
Go
to
school
Ticket
purchase
User
ID Ticket
ID IoT Personal
data
Ac1ve Not
implemented
by
city
bus
company
Integra1ng
NFC
onboard
for
payment
via
mobile
app
City
bus
company
Go
to
school
Check-­‐in
on
the
bus
User
and
1cket
ID
Welcome
message
Mobile
phone
Personal
data
Ac1ve Not
implemented
by
city
bus
company
Enable
check-­‐in
person
on
board
and
integrate
into
the
CRM
system
City
bus
company
Go
to
school
Find
friends
already
onboard
bus
User
ID Other
users
(friends)
onboard
Mobile
phone
Personal
data
Ac1ve Not
implemented
by
city
bus
company
Enable
no1fica1on
system
City
bus
company
Students Experience Journey

22. *
* Unexpected surprise for unlucky students

23. Ac#vity Need Data
acquired
Data
delivered
Main
device/
technology
used
Type
of
digital
footprint
Type
of
data Current
status To-­‐do
ac#ons Owner Sa#sfac#on
level
Bring
students
to
school
Iden1fy
student
posi1on
Student
loca1on
Bus
loca1on Web Passive Anonymous Not
implemented
by
city
bus
company
Providing
mobile
app
for
user
tracking
City
bus
company
Bring
students
to
school
Students
onboarding
User
ID Ticket
ID IoT
System Ac1ve Personal Not
implemented
by
city
bus
company
Integrate
NFC
onboard
for
payment
via
mobile
app
City
bus
company
Bring
students
to
school
Check
type
of
students
onboard
User
ID Customer
ID Web Passive Personal Not
implemented
by
city
bus
company
Enable
check-­‐in
person
on
board
and
integrate
into
the
CRM
system
City
bus
company
Bring
students
to
school
Drop
off
students
at
school
School
loca1on
Number
of
students
dropped
Web/IoT Passive Anonymous Not
implemented
by
city
bus
company
Define
database
for
school
loca1on
Implement
NFC
system
for
student
dropoff
count
City
administra
1on
Bus company Experience Journey

24. Ac#vity Need Data
acquired
Data
delivered
Main
device/
technology
used
Type
of
digital
footprint
Type
of
data Current
status To-­‐do
ac#ons Owner Sa#sfac#on
level
Bring
students
to
school
Iden1fy
student
posi1on
Student
loca1on
Bus
loca1on Web Passive Anonymous Not
implemented
by
city
bus
company
Providing
mobile
app
for
user
tracking
City
bus
company
Bring
students
to
school
Students
onboarding
User
ID Ticket
ID IoT
System Ac1ve Personal Not
implemented
by
city
bus
company
Integrate
NFC
onboard
for
payment
via
mobile
app
City
bus
company
Bring
students
to
school
Check
type
of
students
onboard
User
ID Customer
ID Web Passive Personal Not
implemented
by
city
bus
company
Enable
check-­‐in
person
on
board
and
integrate
into
the
CRM
system
City
bus
company
Bring
students
to
school
Drop
off
students
at
school
School
loca1on
Number
of
students
dropped
Web/IoT Passive Anonymous Not
implemented
by
city
bus
company
Define
database
for
school
loca1on
Implement
NFC
system
for
student
dropoff
count
City
administra
1on
Bus company Experience Journey

25. Ac#vity Need Data
acquired
Data
delivered
Main
device/
technology
used
Type
of
digital
footprint
Type
of
data Current
status To-­‐do
ac#ons Owner Sa#sfac#on
level
Bring
students
to
school
Iden1fy
student
posi1on
Student
loca1on
Bus
loca1on Web Passive Anonymous Not
implemented
by
city
bus
company
Providing
mobile
app
for
user
tracking
City
bus
company
Bring
students
to
school
Students
onboarding
User
ID Ticket
ID IoT
System Ac1ve Personal Not
implemented
by
city
bus
company
Integrate
NFC
onboard
for
payment
via
mobile
app
City
bus
company
Bring
students
to
school
Check
type
of
students
onboard
User
ID Customer
ID Web Passive Personal Not
implemented
by
city
bus
company
Enable
check-­‐in
person
on
board
and
integrate
into
the
CRM
system
City
bus
company
Bring
students
to
school
Drop
off
students
at
school
School
loca1on
Number
and
name
of
students
dropped
Web/IoT Passive Anonymous Not
implemented
by
city
bus
company
Define
database
for
school
loca1on
Implement
NFC
system
for
student
dropoff
count
City
administra
1on
Bus company Experience Journey

26. Ac#vity Need Data
acquired
Data
delivered
Main
device/
technology
used
Type
of
digital
footprint
Type
of
data Current
status To-­‐do
ac#ons Owner Sa#sfac#on
level
Bring
students
to
school
Iden1fy
student
posi1on
Student
loca1on
Bus
loca1on Web Passive Anonymous Not
implemented
by
city
bus
company
Providing
mobile
app
for
user
tracking
City
bus
company
Bring
students
to
school
Students
onboarding
User
ID Ticket
ID IoT
System Ac1ve Personal Not
implemented
by
city
bus
company
Integrate
NFC
onboard
for
payment
via
mobile
app
City
bus
company
Bring
students
to
school
Check
type
of
students
onboard
User
ID Customer
ID Web Passive Personal Not
implemented
by
city
bus
company
Enable
check-­‐in
person
on
board
and
integrate
into
the
CRM
system
City
bus
company
Bring
students
to
school
Drop
off
students
at
school
School
loca1on
Number
and
name
of
students
dropped
Web/IoT Passive Anonymous Not
implemented
by
city
bus
company
Define
database
for
school
loca1on
Implement
NFC
system
for
student
dropoff
count
City
administra
1on
Bus company Experience Journey

27. Ac#vity Need Data
acquired
Data
delivered
Main
device/
technology
used
Type
of
digital
footprint
Type
of
data Current
status To-­‐do
ac#ons Owner Sa#sfac#on
level
Bring
students
to
school
Iden1fy
student
posi1on
Student
loca1on
Bus
loca1on Web Passive Anonymous Not
implemented
by
city
bus
company
Providing
mobile
app
for
user
tracking
City
bus
company
Bring
students
to
school
Students
onboarding
User
ID Ticket
ID IoT
System Ac1ve Personal Not
implemented
by
city
bus
company
Integrate
NFC
onboard
for
payment
via
mobile
app
City
bus
company
Bring
students
to
school
Check
type
of
students
onboard
User
ID Customer
ID Web Passive Personal Not
implemented
by
city
bus
company
Enable
check-­‐in
person
on
board
and
integrate
into
the
CRM
system
City
bus
company
Bring
students
to
school
Drop
off
students
at
school
School
loca1on
Number
and
name
of
students
dropped
Web/IoT Passive Anonymous Not
implemented
by
city
bus
company
Define
database
for
school
loca1on
Implement
NFC
system
for
student
dropoff
count
City
administra
1on
Bus company Experience Journey

28. Ac#vity Need Data
acquired
Data
delivered
Main
device/
technology
used
Type
of
digital
footprint
Type
of
data Current
status To-­‐do
ac#ons Owner Sa#sfac#on
level
Bring
students
to
school
Iden1fy
student
posi1on
Student
loca1on
Bus
loca1on Web Passive Anonymous Not
implemented
by
city
bus
company
Providing
mobile
app
for
user
tracking
City
bus
company
Bring
students
to
school
Students
onboarding
User
ID Ticket
ID IoT
System Ac1ve Personal Not
implemented
by
city
bus
company
Integrate
NFC
onboard
for
payment
via
mobile
app
City
bus
company
Bring
students
to
school
Check
type
of
students
onboard
User
ID Customer
ID Web Passive Personal Not
implemented
by
city
bus
company
Enable
check-­‐in
person
on
board
and
integrate
into
the
CRM
system
City
bus
company
Bring
students
to
school
Drop
off
students
at
school
School
loca1on
Number
and
name
of
students
dropped
Web/IoT Passive Anonymous Not
implemented
by
city
bus
company
Define
database
for
school
loca1on
Implement
NFC
system
for
student
dropoff
count
City
administra
1on
Bus company Experience Journey

29. Ac#vity Need Data
acquired
Data
delivered
Main
device/
technology
used
Type
of
digital
footprint
Type
of
data Current
status To-­‐do
ac#ons Owner Sa#sfac#on
level
Bring
students
to
school
Iden1fy
student
posi1on
Student
loca1on
Bus
loca1on Web Passive Anonymous Not
implemented
by
city
bus
company
Providing
mobile
app
for
user
tracking
City
bus
company
Bring
students
to
school
Students
onboarding
User
ID Ticket
ID IoT
System Ac1ve Personal Not
implemented
by
city
bus
company
Integrate
NFC
onboard
for
payment
via
mobile
app
City
bus
company
Bring
students
to
school
Check
type
of
students
onboard
User
ID Customer
ID Web Passive Personal Not
implemented
by
city
bus
company
Enable
check-­‐in
person
on
board
and
integrate
into
the
CRM
system
City
bus
company
Bring
students
to
school
Drop
off
students
at
school
School
loca1on
Number
and
name
of
students
dropped
Web/IoT Passive Anonymous Not
implemented
by
city
bus
company
Define
database
for
school
loca1on
Implement
NFC
system
for
student
dropoff
count
City
administra
1on
Bus company Experience Journey

30. Ac#vity Need Data
acquired
Data
delivered
Main
device/
technology
used
Type
of
digital
footprint
Type
of
data Current
status To-­‐do
ac#ons Owner Sa#sfac#on
level
Bring
students
to
school
Iden1fy
student
posi1on
Student
loca1on
Bus
loca1on Web Passive Anonymous Not
implemented
by
city
bus
company
Providing
mobile
app
for
user
tracking
City
bus
company
Bring
students
to
school
Students
onboarding
User
ID Ticket
ID IoT
System Ac1ve Personal Not
implemented
by
city
bus
company
Integrate
NFC
onboard
for
payment
via
mobile
app
City
bus
company
Bring
students
to
school
Check
type
of
students
onboard
User
ID Customer
ID Web Passive Personal Not
implemented
by
city
bus
company
Enable
check-­‐in
person
on
board
and
integrate
into
the
CRM
system
City
bus
company
Bring
students
to
school
Drop
off
students
at
school
School
loca1on
Number
and
name
of
students
dropped
Web/IoT Passive Anonymous Not
implemented
by
city
bus
company
Define
database
for
school
loca1on
Implement
NFC
system
for
student
dropoff
count
City
administra
1on
Bus company Experience Journey

31. Ac#vity Need Data
acquired Data
delivered Main
device/
technology
used
Type
of
digital
footprint
Type
of
data Current
status To-­‐do
ac#ons Owner Sa#sfac#on
level
Bring
students
to
school
Iden1fy
student
posi1on
Student
loca1on Bus
loca1on Web Passive Anonymous Not
implemented
by
city
bus
company
Providing
mobile
app
for
user
tracking
City
bus
company
Bring
students
to
school
Students
onboarding
User
ID Ticket
ID IoT
System Ac1ve Personal Not
implemented
by
city
bus
company
Integrate
NFC
onboard
for
payment
via
mobile
app
City
bus
company
Bring
students
to
school
Check
type
of
students
onboard
User
ID Customer
ID Web Passive Personal Not
implemented
by
city
bus
company
Enable
check-­‐in
person
on
board
and
integrate
into
the
CRM
system
City
bus
company
Bring
students
to
school
Drop
off
students
at
school
School
loca1on Number
and
name
of
students
dropped
Web/IoT Passive Anonymous Not
implemented
by
city
bus
company
Define
database
for
school
loca1on
Implement
NFC
system
for
student
dropoff
count
City
administra1
on
Ac#vity Need Data
delivered Data
acquired Main
device/
technology
used
Type
of
data Type
of
digital
footprint
Current
status To-­‐do
ac#ons Owner Sa#sfac#on
level
Go
to
school Set
route
for
school
Student
loca1on
and
school
loca1on
Route
Mobile
phone Anonymous Ac1ve Not
implemented
by
city
bus
company
Define
bus
line
database City
bus
company
Go
to
school Go
to
the
bus
stop
Student
loca1on Nearest
bus
stop
at
home
Mobile
phone Personal
data Passive Not
implemented
by
city
bus
company
Define
bus
stop
database City
bus
company
Go
to
school Know
the
wai1ng
1me
Student
loca1on Bus
loca1on Mobile
phone Anonymous Passive Implemented
by
city
bus
company
Integra1on
whit
bus
lines
and
stops
City
bus
company
Go
to
school Ticket
purchase User
ID Ticket
ID IoT Personal
data Ac1ve Not
implemented
by
city
bus
company
Integra1ng
NFC
onboard
for
payment
via
mobile
app
City
bus
company
Go
to
school Check-­‐in
on
the
bus
User
and
1cket
ID Welcome
message
Mobile
phone Personal
data Ac1ve Not
implemented
by
city
bus
company
Enable
check-­‐in
person
on
board
and
integrate
into
the
CRM
system
City
bus
company
Go
to
school Find
friends
already
onboard
bus
User
ID Other
users
(friends)
onboard
Mobile
phone Personal
data Ac1ve Not
implemented
by
city
bus
company
Enable
no1fica1on
system
City
bus
company
Student Journey
Bus company

32. Citizen Experience Journey - Informations provided
> Type of data acquired
> Type of data delivered
> Main device or technology utilized
> Current status of implementation for the individuated service
> To-do actions to implement or improve it
> Owners
> User satisfaction level.

33. For
the
student
Define
bus
line
database
Define
bus
stop
database
Integra1on
whit
bus
lines
and
stops
Integra1ng
NFC
onboard
for
payment
via
mobile
app
Enable
check-­‐in
person
on
board
and
integrate
into
the
CRM
system
Enable
no1fica1on
system
For
the
city
bus
company
Providing
mobile
app
for
user
tracking
Integrate
NFC
onboard
for
payment
via
mobile
app
Enable
check-­‐in
person
on
board
and
integrate
into
the
CRM
systemDefine
database
for
school
loca1on
Implement
NFC
system
for
student
dropoff
count
Citizen Experience Journey - To-do list

34. > The connection between social, mobile and IoT technology
> The impacts on the citizen daily experience
> The citizen Experience Journey Model
> The new challenges for the social geographer.

35. > People ability for new digital tech
> Availability of digital infrastructures
> New skills for social geographers
> Transform big data to insights

36. Level of interaction among
users, digital devices and
physical spaces
Level of user’s
digital tech
enablement
Standard phone
Only SMS, phone
calls
Smartphone
web surf and
social networking
Smartphone
mobile commerce,
digital payments
Smartphone
IoT service usage
Amount and depth of data
generated by digital
interactions
• User-generated
contents
• Geolocated data
• Product and service interactions
• Personal user data and preferences
• User generated contents
• User to object interaction
• User-generated contents
• Object-generated actions
• Big data

37. > People ability for new digital tech
> Availability of digital infrastructures
> New skills for social geographers
> Transform big data to insights

38. Source: Gartner hype cycle, 2015

39. > People ability for new digital tech
> Availability of digital infrastructures
> New skills for social geographers
> Transform big data to insights

40. > People ability for new digital tech
> Availability of digital infrastructures
> New skills for social geographers
> Transform big data to insights

41. Thank you!
alessandro.prunesti@gmail.com
@prunesti
www.alessandroprunesti.com
www.greal.eu