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Published in:
2021 | OriginalPaper | Chapter
Capturing Future Trends in Customer Needs for the Design of Next-Generation Gas Station Services
Authors : Joao Gabriel Alves Ribeiro Rosa, Fabiano Armellini, Jean-Marc Robert
Published in: Proceedings of the 21st Congress of the International Ergonomics Association (IEA 2021)
Publisher: Springer International Publishing
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Abstract
This paper presents the data collection approach that was followed in the initial phase of a Prospective Ergonomics project on the design of future service stations in North America. The data collection involved different stakeholders and consisted of a review of technical documents, field observations, task analyses, and PESTEL analyses. Results show some statistics on the evolution of energy sources for vehicles and on the diversity of services offered at gas stations in Canada. They also highlight some political, social, and technological trends to consider when developing design scenarios for future service stations.