1 / 20

ITP Show BlueWay Experience Brief 4/31/06

ITP Show BlueWay Experience Brief 4/31/06.

kana
Download Presentation

ITP Show BlueWay Experience Brief 4/31/06

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. ITP Show BlueWay Experience Brief 4/31/06 We initially chose New York’s Pennsylvania Station as an overall community for our study. After examining a number of behavioral segments using observation, intercept interviews and talk-aloud protocols, we decided to concentrate on wayfinding as the biggest challenge for travelers using the station. Our proposed solution was a Bluetooth-enabled sign system that provides customized directions and personal presence information called BlueWay. After delivering this proposal we decided we wanted to implement a working version of BlueWay. So we focused on the wayfinding and information needs of visitors to the ITP floor. We then completed a round of participatory design and began to build the project. Myra Einstein Rob Faludi Arly Ross David Yates

  2. Penn Station Project: The Pennsylvania Station Community • Pennsylvania Station is part of a larger complex that includes various office buildings and Madison Square Garden.The station is an underground hub for New Jersey Transit rail, the Long Island Railroad, New York City Subway and Amtrak. Penn Station serves passengers traveling within New York City, to various points in the tri-state metropolitan area, international airports and rail to the U.S. and Canada. • Penn Station consists of three underground levels. It’s a very disjointed and confusing building with no obvious directional cues. Certain areas are almost empty while others are badly overcrowded. There is no major central open space, and plenty of twisty passages, all alike. • Approximately 1.4 million people use Penn Station every day. A wide variety of people use the station and are involved in a variety of activities: • Finding the way to various locations and services inside the station. • Selecting and purchasing tickets, possibly for the entire passenger journey. • The majority of Penn Station customers were holding a beverage and or food item, many of which had been purchased inside the station. • Standing, sitting, lying down, reading, watching signs, listening to music, talking to companions. • Leaving the station either by one of the trackways, or one of the street exits. • Hundreds of people work inside Penn Station including transit employees, vendors, police agencies, maintenance personnel and students doing research. Approximately 1.4 million people use Penn Station every day.

  3. Penn Station Project : Research Goals 1. To identify fundamental usage patterns of Penn Station. 2. Engage in interviews with users in order to expand our understanding of their thoughts and actions while engaging in those usage patterns. 3. Create segmentation models and user personas. 4. Choose model and personas of greatest interest and opportunity. 5. Identify key opportunities and develop concepts for new applications and services that will enrich and extend the community of Penn Station users.

  4. Penn Station Project : Research Methodology 1. Observational Research On our first trip to Penn Station we visited all major areas of the station including track areas for Long Island Railroad, Amtrak and NJ Transit. In the process we took many photos, made a couple of brief videos, and recorded initial observations about the station itself and about the behavior of people inside it. On this first visit, we did not speak to any users--we simply observed, took some photos/videos, and discussed it all amongst ourselves. Locations: Long Island Railroad area New Jersey Transit area Amtrak area Connecting passageways Shopping areas Gateways to other forms of transportation--taxis, subway, buses • 2. User Intercept Interviews: • We interviewed 20 travelers inside Penn Station on a weekend afternoon in March 2006. Our goal was to capture two different segments of the Penn Station customer base. We split our group of four into pairs to intercept passengers for interviews. After introducing ourselves and our project, we asked open-ended questions to probe their responses to the station, signage, kiosks and the travel experience. Some of the highlights are listed below. • User Intercept Interviews - Amtrak area • # of interviews - 4 • Locations - Amtrak area • Arly and David spent time in the Amtrak area speaking both with passengers who were waiting for a train and who had recently arrived by train. • Stephen (30’s) and Ginger (40’s) • - Married, In town for weekend from Washington D.C. • - Had visited Penn Station before and so were somewhat familiar with the station. • Didn’t like signage, liked big departure board, felt secure, wanted better access to info about station • Susan (50’s) • From NYC going to visit friend in Albany • - Familiar with Penn Station • Thought signage should be improved • Chuck (40’s) and Holly (11) • - Visiting for weekend from Maryland • Must be in particular location to see departure board • Generally non-hospitable atmosphere, signage difficult to find and see, doesn’t like not knowing which track train will be on • Maik (20’s) • Foreign exchange student from South Dakota, Just arrived, visiting friend in NYC • - No cell phone and no central meeting point in station--just hoping friend finds him User Intercept Interviews - NJ Transit area # of interviews - 7 Locations - NJ Transit area Rob and Myra spent time in the NJ Transit area speaking with users of the automated ticket kiosks. Jim (30’s) and Jane (30’s) Destination: Trenton Origin: Trenton - uses kiosk because it’s easier - never uses the ticket window - regular user, no problems with kiosk or with station in general Brenda (20’s) Destination: Asbury Park Origin: Boston - In the past was frequent user of ticket kiosk - thinks it’s the only option for buying a ticket - transferring from Amtrak to NJ Transit and must purchase separate ticket - had no problem with wayfinding Charles (20’s) Destination: New Brunswick Origin: Queens - doesn’t know the NJ transit train schedule. Just arrived and looked at little screen to find out, missed train and must wait an hour for next one - doesn't like not knowing which platform train and then rushing to get a seat 10 min before train leaves - pressed cancel button instead of continue a few times by accident and had to start over in middle of transaction - hasn't memorized the station codes yet, still has to look them up Pam (40’s) and Courtney (teens) Destination: Marleton Origin: NJ Teen: - bought one way before, now buying one way back to NJ - found ticket kiosks by following signs - usually buy from kiosk, thinks it's the only way - bought one way each way, because round trip only for off peak and not for peak “Not only was it hard to find train platforms but it was hard to find other people. There’s no central meeting place.”

  5. Penn Station Project : Other Research Activities Test #1: Two people find each other, no communication Laura’s thoughts/strategy/actions - go to one place and wait - don't know how big the space is, need to find map get bearings and relative location within space - find good place to wait - asked for and received directions to info booth - made mental map - wants to get map. also, info booth seems like good place to wait - didn't realize there were so many levels - info booth says no maps for security reasons - no map, looking for central area to see people and be seen James’ thoughts/strategy/actions - walks West into the station - approaches Amtrak Information booth and requests a map - looks over the map: "I'm seeking the broadest area with the best view of an intersection" - heads up a nearby staircase to a balcony that overlooks the (rather small) entrance area - he thinks that Laura will walk around a lot, so he's going to stay put and watch for her - this strategy immediately pays off, he spots her crossing the entrance area (where she was seeking a map so as to use the same strategy, as it turns out) • Test #2: One person tells other current location and provides directions • Laura’s thoughts/strategy/actions • - tells James via phone: "I'm down a level from the police station. You'll see GNC, Rose Pizza, European Cafe and Soup Man. Find the police station, go downstairs, go straight and turn right. There's an LIRR departures screen" (there are probably 40 of these screens all over the station so this is not a location-specific feature) • - stands in the middle of the aisle to be conspicuous, and for best visibility. • - notices that she's near Tracks 20 and 21, so she calls James again. This time she asks where he is (he's at Madison Sq. Garden entrance). • - does he see signs for the LIRR? • - Laura can't give directions from where James is, because she • doesn't know how to get here from there. • - Laura mainly looks for James in the direction that she had arrived. (her mental model of his arrival is a copy of what happened to her) • "I'm assuming that since I know where I am, he'll know too...even though I know that doesn't make sense.” • James’ thoughts/strategy/actions • - looking for point of reference from Laura's instructions (LIRR signs) • - looking for tracks 20/21, “Carlton Cards” • - realizes there are multiple signs for tracks 20/21 and more than one “Carlton Cards” • - important or urgency of timing not clearly communicated • - didn't know other person's location in relation to their own position even after it was told to them. • Test #3: Find specific place/item and track within in 10 minutes • James’ thoughts/strategy/actions • heads North along shop corridor, looking for Penn Sushi • - find person to tell him where Penn sushi is • - turns around at the end of the corridor and heads back the way he came • - switches to looking for Track 5 because he feels that he's running out of time • - goes toward signs for Track 13-19 because that seems to be the right direction • - asks One Penn Plaza Security where Track 5 is, and gets an indication that it's back the way we came • - passes police booth without asking again, even though it's not yet clear we're going the right way • - arrives at a dead end by the Maya Lin clock again. Then spots an additional corridor to the East • - follows this corridor to a passageway that leads to a different part of the station and Track 5 • States that he used a process of elimination to find it.

  6. Penn Station Project : Research Artifacts

  7. Penn Station Project : Behavioral Segmentation 1. Primary Segment: Meet-ups This segment is made up of groups of people trying to find one another. Whether it’s one person from the city meeting an out of town visitor, two city dwellers meeting up, or two people coming from out of town, finding one another can be difficult. With no central meeting area or distinguishable landmarks, it’s hard to describe your location to the person you’re meeting. Often using cell phones to coordinate locations, as the two parties wander around until they finally find each other. Lost, confused, and anxious Wandering and wondering 2. Secondary Segment: Seekers Seekers use Penn Station to kill time, looking for food or shopping. With no maps of shops or restaurants, this group is forced to wander around, hoping to find what they are looking for. Generally, this segment has limited disposable time. Hurried and harried Desperately seeking something Late and getting later Needs a menu of services and locations 3. Tangential Segment: Commuters Commuters are probably the most frequent users of Penn Station, passing through twice a day, five days a week. Because of their frequent use, this segment has no trouble with wayfinding. They know the quickest routes to their method of transportation, but would probably have trouble navigating other areas of the station. Rote and mundane Forgettable No problems

  8. Penn Station Project : Persona #1 (Meet-up Mike) Goals & Motivations Mike has come to Penn Station to meet his college friend John who is arriving on Amtrak from D.C. They did not pick a place to meet, and unfortunately, John’s cell phone battery is dead. Mike does not know exactly which train John is on, only that it arrives around 6 p.m. Goal #1 Find the friend he is supposed to meet. Goal #2 Find his friend as quickly as possible to prevent him from becoming lost in New York. Goal #3 Locate information about Amtrak train arrivals. Behavioral Characteristics Mike enters the station and needs to locate Amtrak information. Because he’s early, he finds a place to sit and uses his laptop to search for train arrival information. However he can’t get online so he uses the signs to navigate toward Amtrak, getting lost several times along the way. Once there, he checks the big board for trains from Washington, but there are no track numbers and he doesn’t know what line his friend will use. In fact, it’s possible that his friend has already arrived. He notices another waiting area and checks around there to no avail. It’s getting late, and he begins to worry that he won’t find his friend. Therefore he goes to the entrance area and stands on an elevated staircase to survey the space as best he can. Design Implications No clear landmarks in the station, no single centralized meeting areas, no visual paging system Implication #1 Technological solutions would be appropriate, given the tech sophistication of this user. Implication #2 Wayfinding without cell phone communication is very important. Implication #3 Solutions need to take user device failure into account. Implication #4 Many users need help with navigation through the complex, multi-level station. • 27 years old • Copywriter • Single • New York City resident • B.A. in Business from U.V.A. •  Carries a smart phone with camera Treo 650 • Uses a G5 at home and work, email, IM, Skype, NY Times, blogs, Gizmodo • Enjoys independent films on DVD from a boutique rental shop. Video games only occasionally. Upscale ethnic dining. In Penn Station, Mike was unable to identify an appropriate central meeting point or area in which to be seen by his friend.

  9. Penn Station Project: Persona #2 (Time Kill Jill) Goals & Motivations Came to Penn Station to kill time on her lunch break. Has about an hour, maybe more (because she’s currently dating her boss). Find a gift for her mother (who she calls weekly) and grab a healthy and filling lunch--sushi if possible. Goal #1 Locate stores where she can find a nice, inexpensive gift for her mother. Goal #2 Find a healthy lunch--especially sushi Goal #3 People-watching to kill time. A little flirting. Behavioral Characteristics Wanders in through the Madison Square Garden entrance. Stops in at “Tie-coon” to browse for boyfriend. Walks down a line of shops to search for a good mom-gift, but doesn’t find anything appropriate. Seeks a map so that she can find other stores, but no maps are helpful. Walks down some corridors looking for another retail area. Gets lost and ends up back where she started. Leaves the station, exasperated, even though “Penn Sushi” was just around the corner. Grabs a fast lunch on the street and postpones looking for her mother’s gift. Design Implications Implication #1 Technological solutions would be appropriate, but need to be simple, intuitive, and quickly/easily learned Implication #2 Wayfinding around products/services is important. Implication #3 Solutions need to take user device failure or device unfamiliarity into account. Implication #4 Many users need help with navigation through the complex, multi-level station. • 26 years old • Go-fer for a midtown Law Firm • Single, no kids • Westchester resident • High school diploma • Carries a blinged-out basic cell phone from Cingular and iPod Mini • Uses Gmail, Flickr (party pix) and MySpace (dating) • Watches Movies-on-Demand Jill arrives in the station ready to spend money but leaves without finding what she wanted in the time frame she had.

  10. Penn Station Project: Persona #3 (Outta-town Tim) Goals & Motivations Arrives in Penn Station with wife and 2 restless children with luggage in tow. Oldest child needs to find a bathroom. All of them are hungry, so Tim wants to find out what the dining options in Penn Station are. Then they need to find taxi transportation to the hotel. Goal #1 Find a restroom Goal #2 Find dining options. Goal #3 Find taxi stand in a timely fashion Behavioral Characteristics He comes out of the elevator to the main level of Amtrak. Looks around for signs indicating the location of a restroom. Finds the restrooms. Then tries to find out where to get information about the dining options. Initially looks for a Penn Station map detailing all the locations of the various products and services. Failing to find that, he looks for an information booth. After some wandering, he finds the information booth, talks to the person in the booth, and gets the information he was looking for and decides against eating in Penn Station. Then he tries to find the taxi stand by walking around a little bit and looking for signs, but can find none. Then he returns to the information booth, gets directions to the taxi stand and eventually finds where it is. Design Implications Problems around information: wayfinding, tourist information. Track rush is undesirable. Implication #1 Clear and easy-to-find signage Implication #2 Consolidation of information sources into one location Implication #3 Personalized information • 45 years old • Project Manager • Married, 2 kids (9 & 12) • Suburban D.C. • M.A. degree • Carries a Blackberry and cell phone • Uses Windows PC at both home/work • Blockbuster, books travel online, gets news/sports/stock info online “Having just arrived in New York after a 3 1/2 hour trip with my family, it would be nice if we could easily find a few things here in the station before we head out into the city.”

  11. Penn Station Project: Findings 1. Signage is inadequate and confusing in a large majority of the station (NJ Transit area may be an exception). 2. It’s difficult to find products, services, and tracks in the station as well as other modes of transportation such as taxis, buses and subway. 3. There are few, if any, landmarks. Therefore it’s difficult to know where you are in the station in relation to other parts of the station. 4. Wayfinding is difficult, even for some experienced users of Penn Station.

  12. Penn Station Project: Parallel Needs of Penn Station and ITP floor visitors #1: Electronic Wayfinding A comprehensive electronic wayfinding system could work with widely available station customer equipment, to take advantage of the computing and interface power already present in customer’s pockets and purses. This system could augment, rather than replace traditional wayfinding artifacts like static signs and visual landmarks. #2: Better Information Improvements to wayfinding systems would help customers find a variety of things in Penn Station. The optimal solution would indicate products, services, track locations, other modes of transportation, station layout and the customer’s current location within station. #3: Ubiquitous Interfaces A system of zones and landmarks could indicate the customer’s relative location in the station and help users get to where they want to go quickly and easily. This system should be available to customers who do not speak English, and who do not carry any electronic products with them, while still being extensible to provide extra information to the considerable number of customers with access to personal technology. “I don’t know where I am and I just hope my friend can find me.” “Which way is north? Oh, I haven’t the slightest idea. No clue.”

  13. BlueWay: Overview BlueWay provides a number of benefits to ITP Spring Show users: People Tracker BlueWay can show who is present at the show (and later, who is present on the ITP floor). Students and staffs are already in the database, using the existing photos. Visitors log in at a kiosk near the front door and have their picture taken. As people travel through the show, a representation of them appears on a large-screen map in the lounge, or several smaller displays at different locations. After 2. Directions BlueWay could display personalized signage with directional indicators for a user-selected exhibit or category of exhibits. When visitors log in at the front door, they indicate what they want to see. Monitors arranged around the floor sense the proximity of these visitors, and react by displaying directional signage. 3. Find a Friend BlueWay can help visitors find someone in particular. When logging in, they are given an option to pick people that they want to connect with. The signage could then react by displaying directional pointers to the approximate location of those people, whenever they have been detected on the floor

  14. BlueWay: Participatory Design 1. Interviews 2. Card Sorting 3. Participatory Design

  15. BlueWay: Findings • Overhead map view important way to represent presence and location • Auxiliary text info also desirable (legend for graphic, textual data) • Convey current sense of density of various areas--what's popular,what's busy • Dynamic and directional signage in central area

  16. BlueWay: Map Interaction Details Peripheral Portrait - meant to be like ambient inbox, as more people are sensed in a room/section, the walls on the map expand to allow more space in that area. Map-Based with magnifying cursor - regular map with the people appearing near the sensors that sensed them.  A variation is a magnifying glass attached to the mouse, so when you mouse over the map, that section is enlarged. Directory - this one has a map, and a user list which you can scroll through and when you select a name, the picture of the person you selected is enlarged and the rest of the map is dimmed

  17. BlueWay: Kiosk (registration) Interaction Details 1. Welcome Screen. The user can first choose whether register their Bluetooth Device or manage their Blueway Identity if they are already registered. 2. Device RequestIf they choose to register their Bluetooth, they must make sure their device is turned on. 3. Device Selection All detected devices are displayed, So that the user can select their own. 4. Detail Entry The user must enter their name to be displayed and an email address to associate with their Bluetooth ID. 5. Photo Prompt A prompt is displayed to notify the user that their photo will be taken. 6. Photo ConfirmThe user has the option to accept the photo that was taken or retake the photo until they are satisfied. http://itp.nyu.edu/~me686/interactive_design/kiosk_blueway.html

  18. BlueWay: Kiosk (manage) Interaction Details 1. Welcome Screen. The user can first choose whether register their Bluetooth Device or manage their Blueway Identity if they are already registered. 2. Enter EmailThe user must enter the email they associated with their Bluetooth ID to be able to manage their account. 3. Manage Account The user can then choose to remove themselves from the Blueway system, change their display name or retake their picture. 4. Remove from Blueway If the user chooses to remove themselves from Blueway, a confirmation screen is displayed and then the user is removed from the system. 5. Change Display Name If the user chooses to change their display name, their current info is displayed and there is a text box for them to enter their new name. 6. Photo RetakeIf the user chooses to retake their photo they are taken the to screen where they can retake their photo until they are satisfied at which point they can accept the new picture. http://itp.nyu.edu/~me686/interactive_design/kiosk_blueway.html

  19. BlueWay : User Scenario – Betty Looks for Samir at the ITP Show Betty will be meeting her friend Samir at the ITP Spring Show. As she enters it’s quickly apparent that the show is extremely crowded. How will she find him? At the entrance, she notices an attractive BlueWay kiosk and waits in a short line to use it. Myra and David answer her questions about how it works and about its privacy features. Betty selects her phone from a list of IDs show by the system, enters her name at the prompt and takes a picture of herself, repeating the picture part until she looks properly stunning. Betty heads out to the show to find her friend. It’s very crowded and there’s lots of noise, weird sculptures and flashing LEDs. She sees the large BlueWay sign in a central location. It shows her own picture, so she knows where she is. It also shows a picture of Samir. He’s just around the corner, near the restrooms and water fountain. Betty approaches her friend and waves hello. BlueWay has helped them meet up.

  20. BlueWay : Current Progress on Display Screen for ITP Spring Show The BlueWay display screen, currently under development

More Related