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

Ben Clegg*, Richard Orme, Panagiotis Petridis

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review


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.

Original languageEnglish
Article number464
Number of pages17
JournalInformation (Switzerland)
Issue number8
Early online date17 Aug 2023
Publication statusPublished - Aug 2023

Bibliographical note

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.


  • business games
  • game-based learning
  • playful experiences
  • serious games


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