metro redesign prototype by sargam aggarwal for wmata authorities
TRANSCRIPT
Metro Redesign Prototype
By Sargam Aggarwal
for WMATA Authorities
Landscape of existing systems
Some Bad Ticket Vending System Interfaces
Welwyn North,UK(User Interface as System Design, Harold
Thimbleby, et al)
Stockholm (http://peterkrantz.com/wud/ ,November 12, 2007, Peterka )
Some Good Ticket Vending System Interfaces
Dutch Railway (http://www.uselog.com/2006/05/good-
design-dutch-railways-ticket.html, May18,2006, Jasper)
Paris and Ile de France (http://parisbytrain.com/pa
ris-train-ticket-machine/, August 11,2008, Ben Lam)
The Current System
WMATA Ticket Vending Machines
Separate machines for purchasing and refilling smart trip cards
Some of the older models i.e. Black machines do not have the bankcard slot.
Confusing instructions
Too Many slots
Data Gathering Methods
Field Research Personal Experience Analyzing the system
Expert Review Station Master
Unstructured Observations Observing commuters/ travellers
Comparative Ananlysis Researching other TVM's
Contextual Inquiry Regular commuters
Data Analysis
Field Research
Important information is hidden
People not aware of many functions
People have a preference for old machines.
Too much information
Lack of adaptabilityUsers are not familiar with most ticket options available.
Expert Review
Instructions were not complete and precise
Unstructured Observations
Too many buttons
Time ConsumingPeople loose money
Confusing Instructions
Too many different slotsColor and Layout of buttons is not optimal
Contextual Inquiry
Unfamiliar ticket options
Difficulty in calculating the fare using the table provided
Difficulty in calculating the fare using the table provided
Unstructured Observations
Each Group had 10 users
3 different machines i.e. Smart Trip vending machine, Black machines, blue machines
Trying to adapt the older machine to incorporate some of the newer features
No white spaces in the newer machines (bad Information Architecture)
The instructions do not follow top - down or left to right approach
Information Overload
What is wrong with the current system design?
Lack of adaptability for future enhancements
Black machines have enough white spaces which makes it more user friendly
Checking balance using Smart Trip card is very fast and easy
Smart Trip card is a good option which is offered as compared to other paper cards which get damaged easily
Regular commuters who are used to the system find it easy to use
What is right with the current system design?
Be consistent with the flow of instructions on the screen
The options for payment, input and output should be placed such that a user can easily distinguish between the various slots
The machine should be built so that it can be easily adapted for future enhancements
Easy calculation of fares while purchasing farecards
Features for the Redesign
A more intuitive and interactive bigger screen for the ease of users
The redesigned machine should dispense SmartTrip cards as well
Provide helpful information and error messages when needed
The physical machine should be redesigned to have a half closed design for better audio and security purposes
Prototype 1
Methods Used and Suggested Changes
Methods Used:• Field Research• Expert Review• Comparative Analysis• Unstructured Observation• Interviews
Suggested Changes Implemented Changes Reasons behind Implementation
-Combine the instructions for SmartTrip and farecard
- Combined into general instructions for using the machine
- Motive was to reduce information overload and increase white spaces
- Sensor for touching SmartTrip card is too high up
- Sensor for SmartTrip was shifted to the right of the touch screen
- Easier access for the different classes of users (disabled people, shorter people)
Prototype 2
Methods Used and Suggested Changes
Methods Used:• Task Analysis/ Contextual Inquiry• Class Evaluation
Suggested Changes Implemented Changes Reasons behind Implementation
-Remove the instructions
- Removed the instructions altogether
- The directions were redundant according to most users
- Laying out the components of the machine in 2 layers instead of 3
- Rearranged the components to make the interface 2 layered
- Easier access for the different classes of users as users preferred most of the components at the eye-level
- SmartTrip sensor was removed. Now SmartTrip also needs to be inserted into the slot for refilling
- To reduce the number of slots/components on the machine and make the interface uniform to use with both SmartTrip and farecards
Prototype 3
Methods Used and Suggested Changes
Methods Used:• Task Analysis/ Contextual Inquiry• Usability Testing
Suggested Changes Implemented Changes Reasons behind Implementation
-Add images for SmartTrip and Farecards
- Added images nest to the respective options
- To make the interface more interactive
- Take card screen should come after the screen for another transcation
- Rearranged the order of the screens to incorporate this change
-most users said that the receipt and card should come out after all the transactions have been completed
Evaluation:
Method: Usability Testing
Number of Users: 12- 8 Regular Commuters- 4 Occasional Commuters
Age Group: 20 -35 years
Procedure:- Gave a general look and feel of the redesigned interface- Gave certain tasks like Buy Single Farecard to Fort Totten, Refill SmartTrip Card, etc- Asked questions to better understand the problems faced after using the system- Took recommendations and comments for improvement
Prototype 4 (Demo)
Challenges Faced
Due to the limited nature of the prototype all functionalities could not be tested i.e. audio
Due to the limited nature of the prototype the system could not be time tested to get a feel of the actual time required for a transaction
Since a mid-tech prototype was used, all functionalities could not be fully implemented
Gathering sufficient users for successful evaluation of the prototype
Future Enhancements
Having an online interactive demo to get people accustomed to the system
Integrating choice of language to make it appealing to a wider audience
Offering discounts if tickets purchased online to avoid rush at the station
Ability to sense smart phone screens to read tickets
Having different interfaces for regular commuters and tourists.
Open Issues
Test system with other potential users of the system i.e. Blind users
Test system for the ease of the physical aspects like the card slot, cash slot, etc
Test the audio interface of the system
Required Resources for the Redesign
Time: 14 - 18 months
Money: $85,000 to $1,25,000
People: Interface Designers, Machine Manufacturers, Testers
References:
• http://peterkrantz.com/wud/ ; November 12, 2007; Peterka • http://www.uselog.com/2006/05/good-design-dutch-railways-ticket.html; May18,2006; Jasper• http://parisbytrain.com/paris-train-ticket-machine/; August 11,2008; Ben Lam• http://www.wmata.com/fares/purchase/passes.cfm ; 2010 Washington Metropolitan Area Transit
Authority• User Interface as System Design; Harold Thimbleby, Ann Blandford, Paul Cairns, Paul Curzon,
Matt Jones• http://www.springerlink.com/content/6mx4h0031528524v/; Jaime Sanchez, Eduardo
Maureira; Springer Berlin / Heidelberg; 2007• http://www.webbie.org.uk/webbie.htm ;Alasdair King, Gareth Evans, Paul Blenkhorn; UMIST,
Manchester, UK; 2004• http://blog.use-design.com/2008/train-ticket-vending-machine-as-a-reflection-of-national-
character/; January 15, 2008; Use Design• http://www.humanefficiency.nl/designers_understanding.shtml; • Dr. Leonard Verhoef; 2007
Questions??
Thank You.