Suppose your bus broke down and nobody came: A study on incident management in an automated shuttle bus

The absence of a human driver creates novel challenges for fully automated public transport. Passengers are likely to have different expectations, needs, or even fears when traveling without a driver in potentially dangerous situations. We present the results from two field studies in which we explored incident management in a driverless shuttle bus. We explored participant’s behavior and willingness to assist in solving problems in a variety of scenarios where the bus suddenly stops for technical reasons or a hypothesized situation of harassment. In a follow-up study, we focused on auditory remote assistance and investigated problem solving through the passengers. We found that diffusion of responsibility is an existent barrier, when passengers are involved in the resolving of potentially dangerous situations. It can be overcome, when incident-relevant instructions are designed explicitly, briefly, timely, distinguishable from regular on-trip information, and address auditory and visual sensory channels alike.