User centred road charging

User feelings and attitudes to road charging change depending on level of engagement and stage of implementation. Some user feelings can be predicted, most are found through practical implementation of road charging. Trial implementation of road charging through a user centred approach and building on established mobile services is a rapid, low cost, politically low risk way of generating rich insight into what will be successful for authorities, users and service providers. Our volunteers loved additional services initially launched to convince them of charging accuracy but which were more generally useful. The highest response rate came from channels that were immediately accessible.