1 / 26

Unsucking the DC Metro Farecard Machines

Unsucking the DC Metro Farecard Machines. Jes Koepfler , Consultant, Smart Design May 10, 2010. Image Source: http://unsuckdcmetro.blogspot.com/. Landscape Review - People l ike t o t ouch t hings. Image Source: www.timholl.com/portfolio_digital.html.

paige
Download Presentation

Unsucking the DC Metro Farecard Machines

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. Unsucking the DC Metro Farecard Machines JesKoepfler, Consultant, Smart Design May 10, 2010 Image Source: http://unsuckdcmetro.blogspot.com/

  2. Landscape Review - People like to touch things Image Source: www.timholl.com/portfolio_digital.html Image Source: http://gpsinformation.org/grogan/rm2000/getProdImage.jpg Fore more on touchscreens: http://www.touchusability.com/ Photo by Dana Morrissey Image Source: http://www.protouchblog.co.uk/wp-content/uploads/2009/07/layers-of-painting.jpg Photo courtesy of Dana Morrissey Image Source: http://regmedia.co.uk/2010/01/27/ipad_rgb.jpg

  3. Funneled Approach to Needs Analysis Photo by Jes A. Koepfler

  4. Expert Review with Station Manager(n=1) Photo by Jes A. Koepfler

  5. Unobtrusive Observations (n=20) Photo by Jes A. Koepfler

  6. 87 Stations 3 Fare Types Information Overload 5 Purchasing options 3 Pass options 3 “Steps” 3 Slots 11 Debit/Card Types 3 Machine types Lots of confused people Photo by Jes A. Koepfler

  7. Information Overload 671 WORDS! Photo by Jes A. Koepfler

  8. Viral Web Survey

  9. N=118 in less than 48 hours • 4 Closed Questions • Experience • Frequency of use • Satisfaction • List of possible negative experiences • 8 Open-ended Questions • Most recent experience • Tasks trying to achieve • Improve experience • Challenges • One thing to change • Ideas for change • Like best • Anything else • 5 Demographic Questions • Gender • Age • Living environment • Primary method of trans • Closest metro system

  10. Sample Description (n=118)

  11. Sample Description (n=118)

  12. Sample Description (n=118)

  13. Results - Experiences

  14. “I hate having to calculate fares in DC – it’s so annoying! I lived in NYC for 3 years and I’d honestly rather pay $2 per trip than by distance.” “I am doing this rarely enough to always feel anxious.” Results - Challenges “I thought I knew what I was doing, but I had some trouble hitting the right button to complete the ‘sale’” “I’m very familiar with the machines so rarely have problems. Even now, though, I do have to read the instructions since many of the steps aren’t intuitive.” “Someone needs to help the poor tourists.” “Can’t we have some tourist only machines?” “Overall, a real subpar experience.”

  15. “Signs saying Smartrip card lines only. This would separate uninformed casual riders vs. Smartripcarriers who know how to efficiently navigate their way through the Metro.” Results - Changes “Anywhere within DC is the same price, right? So if that is the case, why show every possible price point?” “I’m not so concerned about the farecard machines as I am my train crashing and burning in a horrible conflagration.” “If they could package the attendant in the machine, that would be best.” “Design it easy to use with a touch screen like the modern Bank of America ATM.” “Everything blurs and I end up looking around for the appropriate button even though I have used the machine 100 or more times.” “Kick WMATA swiftly in the backside to get technology that has been around since 2000.”

  16. Results – Challenges & Changes

  17. Data-driven Design - Early mock-up of metro station *Increased number of machines *Two different user areas and info architecture– commuter and visitor *All machines take same things (cash, cc, farecards, etc.) *Spatial layout to reduce stress for Novices and increase efficiency for Experts and Advanced users *Improved signage and use of color to drive user traffic Photo by Jes A. Koepfler

  18. Data-driven Design – Early mock-up of info architecture *Smart Benefits and account balances can be checked and managed online *Interactive map calculates fare automatically for user *Streamlined info architecture for commuters and visitors *Automatic processor upgrades for all machines Photo by Jes A. Koepfler

  19. Data-driven Design - Paper prototype for evaluation *Static nav on all pages of interaction: back, audio, enter, cancel, backspace, help *Updatable LED screens for alerts, farecardmachine sign, and directional signage *One card swipe area for all card times 47 words (624 fewer than the original) Photo by Jes A. Koepfler

  20. Evaluation – Scenario-based testing of central innovations Beyer, 2003, Paper Prototyping in the Large, http://incontextdesign.com/articles/paper-prototyping-in-the-large/ Photo by Jes A. Koepfler

  21. “It’s so simple, really an excellent layout.” Evaluation – Summary of findings “Obviously, it’s set up in your home, but it split off [commuter/visitor] early, so I didn’t feel rushed.” Photo by Jes A. Koepfler

  22. Next Steps – Future testing & design • Future testing should be conducted with the next level of prototype fidelity – a working link-based system set up in a Metro station with actual Metro users. • Signage and placement of signage would need to be tested during both crowded and low-volume periods. • Testing should occur with marginal audiences – those not represented by the survey and testing, including the elderly, those in wheel chairs, and other specialized groups. • Develop the associated mywmata.com site and test for the online/on-site cohesiveness • Apply the actual color scheme and finalize machine dimensions. • Testing various setups of the machine areas: ability to switch machines between types based on time of day – 7-10am, 4-8pm, Metro controlled, or by user

  23. Thank you Farecard is brokenwho do I ask for help nowkiosk man sleeps sound -Mike B. My ride this morningdelivered me safely andon time. I just drove. -Roma SmartTrip is not smart.FareCard's not fair. What of theCenter of the car? -Anonymous Source: http://unsuckdcmetro.blogspot.com/2010/03/metro-haiku.html

  24. Additional Results Slides Follow

  25. Results - Satisfaction

  26. Results – What users appreciate

More Related