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© 2011 Davis Associates Ltd www.davis-associates.co.uk
City University HCID Open Day, 19th April 2011
Designing the Heathrow pod user experience
Gary Davis, Managing Director
www.davis-associates.co.uk
About Davis Associates
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• We are user insights specialists
• We’ve been working in user-centred design since 1986
• Based in Potters Bar, Herts
• Registered Consultancy with the Institute of Ergonomics and Human Factors
User insights for design
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About Davis Associates
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Transport systems
WayfindingConsumer products
User interfaces
Medical devices
User experience
Information design
Aircraft interiors
User insights for design
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About Davis Associates
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User insights for design
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The Heathrow podA world first
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A personal rapid transit (PRT) system
Fully automated driverless vehicles deliver you directly to your destination
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The Heathrow podA world first
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The Heathrow podA world first
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The pilot scheme
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In the beginning
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By 2005, ULTra PRT had developed a demonstration prototype vehicle and a test-track in Cardiff
By 2006 they had secured investment from BAA to develop a PRT system for Heathrow
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The passenger experience working group
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BAA set-up a multi-disciplinary team in April 2006
Architect
Industrial design
Civil engineering
PRT technology
Human factors
Service proposition
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Putting the passenger first
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Initial user insights• Ethnographic research around the airport
• Benchmarking of the bus service
• Focus groups
A passenger-led, not technology-led development process
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Putting the passenger first
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Personas• Defining passenger needs through
archetypical characters
• Each character has a back story to encourage empathy
• The full set embody a wide of user needs
• These stay in the minds of the team and inspire and influence design decisions
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Service proposition
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Functional requirements:• As easy to use as a lift
• 95% of first time users should be able to programme a destination and depart within 30 seconds.
• Fully accessible
• Accommodate four adults and their luggage
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Service proposition
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Emotional requirements
Research by BAA
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The severity of the scepticism demonstrated the huge opportunity to deliver a ‘wow’ factor with the ‘on-demand’ concept underpinned by solid reasons to believe.
Focus group feedback
Research by BAA
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Service proposition
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Minimum requirement:
Must be a better experience than using the bus
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Early design concepts
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Pod interior
Early station concepts
One of many exterior design concepts
Images from Jones Garrard MOVE
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User interaction design
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System-wide user interaction
Wireframe for the destination selection panel touchscreen interface
Information flow sequence and timing
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User interaction design
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Early interactive simulation for exploratory testing
Conceptual screen designs for testing purposes
Initial conceptual passenger testing
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First mock-up user trial
Station mock-up with working bay doors
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Touchscreen prototype
Vehicle mock-up
Set-up
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First mock-up user trial
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A diverse range of trial participants
Passengers with mobility and sensory impairments
Participants
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First mock-up user trial
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Groups and individuals used the system without instructions
Procedure
Video recorded for subsequent analysis
Post-trial qualitative interviews
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Early mock-up study
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Procedure
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Early mock-up study
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Procedure
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First mock-up user trial
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Trials with different interior space
Vehicle interior layout
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Vehicle design development
Head clearance tests Client and design colleagues try the seat meant for two
Ergonomics development rig
Ergonomics rig
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Test rig for emergency escape hatch
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Station design
Station user trial
Station mock-up trials
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Station design
inside the simple pod representation Boarding the pod
Destination selection
Station mock-up trials
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Experience prototype
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Testing the passenger experience
The interactive simulation was tested with passengers in Terminal 1
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Interactive end-to-end journey simulation
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Testing the passenger experience
Detailed storyboard
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Testing in the Terminal 1 departure lounge
Example screens
Interactive end-to-end journey simulation
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Experience prototype
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Operational testingConstruction phase complete - 2010
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Operational testing commenced as soon as the construction phase finished
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Operational testing
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Basic functionality trial
A series of passenger trials prior to opening
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Operational testing
Journey shadowing - video recording the destination selection touchscreen in use
Business user trials
Business passenger trial
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On-line quantitative questionnaire
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Operational testing
The call forward point is where passengers decide which bay to use
Testing the call-forward system
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Studying passenger behaviour
De-brief session with participants
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Operational testingSpecial needs trials
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Operational testing
Assessment of control systems and control room operations
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• Control room layout and physical ergonomics
• Task analysis and control system functionality
• Graphical user interface
• Non-standard use-case trial to test the system response
Control room systems and procedures
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Operational testing
Emergency escape hatch
Emergency escape through station doors
Emergency escape trials
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Ready for service
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© 2011 Davis Associates Ltd www.davis-associates.co.uk
Contact Us
Davis Associates Limited Wyllyotts Place Potters Bar Hertfordshire EN6 2JD UK
T +44 (0)1707 663665F +44 (0)1707 663668
insights@davis-associates.co.uk www.davis-associates.co.uk