A mixed-methods study of urban traffic congestion — from emotional responses to behavioural patterns — conducted with 13 participants across 24 in-depth interview questions.
A statistical snapshot of 13 interviews — demographics, transport choices, emotions, and core pain points.
Six cross-cutting themes identified through analysis of 312 responses (13 × 24 questions).
Direct quotes illustrating key themes
"For me, a guaranteed travel time would be the ideal solution. I'm willing to leave earlier — I just need to know exactly when I'll arrive."— Anna, 35–44, suburban commuter
"I get very angry in traffic jams — the intensity depends on whether I'm in a hurry or not."— Anatoly, 35–44, car-only commuter
"The worst outcome is that I won't get to where I need to be, or I'll be very, very late."— Alena, 35–44, multimodal user
"I sacrifice time — and that is my most important resource. Buying a car meant I could at least be stuck in traffic comfortably."— Galina, 25–34, mother + worker
"Uncertainty and disruption of plans — mine and other people's."— Anna, 35–44, on her biggest fear
"I left at 10 pm and arrived home at 5 am. We were driving for seven hours."— Galina, 25–34, extreme case
"Even if the trip is a bit longer, it's easier when I know exactly how long it will take. Then I can plan."— Yury, 18–24, student / worker
"I've already done what I could — I switched to the metro. I don't know what else can be done."— Natallia, 45–54, adapted user
Synthesised from 13 interviews into two archetypes — based on behavioural patterns, motivations, and life context.
Lives in the suburbs. Morning is a chain: home → school → office. Leaves at 7:20 am. A 10-minute delay doubles the entire journey. Responsible for children and employer simultaneously.
Leaves with a 15-min buffer. Delegates children to her husband when a critical meeting is scheduled. Sometimes parks the car and takes the metro. "We've already optimised everything we can control."
"For me, it's all about predictability."
Commutes alone on a stable route. Knows all the "best" roads; often refuses to change behaviour even when aware of congestion. Traffic is part of life — adapted to it, but still gets angry. Values the comfort and privacy of the car.
Listens to podcasts / YouTube. Leaves a bit later in the evening. "Not willing to wake up earlier." Stays in the car even when alternatives exist — the car is personal space.
"The best option is longer but with an accurate time — because I manage my own schedule."
| Dimension | Anna the Multitasker | Solo Steve |
|---|---|---|
| Primary goal | Predictability + don't let others down | Save time + stay comfortable |
| Reaction to jam | Immediate decision-making mode | Angry, but passively waits |
| Readiness to change | High — already switches to metro | Low — "not willing to wake up earlier" |
| Type of stress | Systemic (dependency chain) | Personal (lost time and control) |
| Key solution | Accurate forecast + multimodal options | Comfort during jam + smart departure time |
6 stages of a morning commute — actions, thoughts, emotions, and pain points at each step.
When a person understands the jam is unavoidable. A critical window for deciding — jump to the metro or stay. Requires immediate, accurate information.
"No alternatives available" — the most painful moment. When every route on the map is red, people feel completely powerless.
Calling school, work, partner. Social stress layers on top of physical frustration. "What's worst is when people are waiting for me."
Applying Planet-Centered Design — adding the "planet persona" to our CJM. What does Earth lose while we sit in traffic?
Age: 4.5 billion years · Location: global · Status: under pressure
"Every minute idling in a traffic jam is an engine running without moving — exhaust with no progress, fuel burned for nothing. Urban traffic at global scale generates hundreds of millions of tonnes of CO₂ annually from idle alone."
Intersection insight: Our participants want predictability — the planet wants less idle traffic. Accurate travel time forecasting → fewer "precautionary" car trips → fewer cars on the road → less congestion → less CO₂. This is a true win-win: the human-centered and planet-centered solutions align.
Design questions formulated from the research — entry points for ideation and solution generation.
Supporting statistics and trends on urban congestion from secondary sources
Average time lost in traffic per driver in major cities annually. Moscow, London, Mexico City rank in the global top 3.
Annual economic losses from congestion in European cities — productivity, fuel, and public health costs.
Transport's share of total EU CO₂ emissions. Idle traffic in jams accounts for up to 30% of that figure.
Of drivers report a significant increase in anxiety and aggression when daily delays exceed 20 minutes.
Average buffer people build into their schedule to absorb unpredictability — the so-called "anxiety buffer."
Increase in satisfaction when switching from car to predictable public transport — even when the journey is longer.
Mixed method: qualitative interviews + thematic coding + open-source secondary data.
N=13 is insufficient for statistical significance. Patterns are compelling for qualitative analysis but require quantitative validation at scale.
35–44 overrepresented (38%). No respondents aged 55+. All from the CIS / Europe region. No perspective from Global South megacities.
Data is based on recall, not observation. Idealisation of behaviour and recall bias for extreme events are possible.