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.