Norway’s long coastline creates a strong need for waterborne transport, but current high-speed ferry services are costly, polluting, and reliant on limited human resources. Autonomous, electric solutions offer a promising alternative, and Norway is one of the leading countries in the green maritime transition. However, there are still few autonomous services operating today, and limited research on the passenger experience in such services. 

This master’s thesis investigates human needs in the shift toward autonomous solutions within waterborne transport. Through analysis of existing literature combined with primary research such as interviews and surveys, this made the foundation for designing a service concept for Frostabåten AS - a project where an electric hydrofoil ferry using semi-autonomous technology provides an efficient and emission free travel route between Frosta and Trondheim and demonstrates the green high-speed ferry alternative of the future.

To support a reliable and user-friendly journey, passengers interact with three interfaces across four key touchpoints: a screen at each dock, a screen on the boat, and a mobile app. These are designed to meet the passengers’ information needs. In this way, passenger needs can be acknowledged and met, even with limited human contact.