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Metro Redesign Prototype

for WMATA Authorities. Metro Redesign Prototype. By Sargam Aggarwal. 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 ).

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Metro Redesign Prototype

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  1. for WMATA Authorities Metro Redesign Prototype By Sargam Aggarwal

  2. Landscape of existing systems

  3. 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)

  4. Some Good Ticket Vending System Interfaces Paris and Ile de France (http://parisbytrain.com/paris-train-ticket-machine/, August 11,2008, Ben Lam) Dutch Railway (http://www.uselog.com/2006/05/good-design-dutch-railways-ticket.html, May18,2006, Jasper)

  5. The Current System

  6. 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

  7. Data Gathering Methods

  8. 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

  9. Data Analysis

  10. Expert Review Important information is hidden Too much information People not aware of many functions People have a preference for old machines. Field Research Users are not familiar with most ticket options available. Lack of adaptability Instructions were not complete and precise

  11. Contextual Inquiry Too many buttons Confusing Instructions Time Consuming People loose money Unstructured Observations  Color and Layout of buttons is not optimal Too many different slots Unfamiliar ticket options Difficulty in calculating the fare using the table provided Difficulty in calculating the fare using the table provided

  12. Unstructured Observations Each Group had 10 users

  13. What is wrong with the current system design? 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 Lack of adaptability for future enhancements

  14. What is right with the current system design? 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 Black machines have enough white spaces which makes it more user friendly

  15. 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 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 Be consistent with the flow of instructions on the screen 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

  16. Prototype 1

  17. Methods Used: • Field Research • Expert Review • Comparative  Analysis • Unstructured Observation • Interviews Methods Used and Suggested Changes

  18. Prototype 2

  19. Methods Used: • Task Analysis/ Contextual Inquiry • Class Evaluation Methods Used and Suggested Changes

  20. Prototype 3

  21. Methods Used: • Task Analysis/ Contextual Inquiry • Usability Testing Methods Used and Suggested Changes

  22. 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 Evaluation:

  23. Prototype 4 (Demo)

  24. Challenges Faced

  25. Since a mid-tech prototype was used, all functionalities could not be fully implemented 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 Gathering sufficient users for successful evaluation of the prototype

  26. Future Enhancements

  27. Ability to sense smart phone screens to read tickets 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 Having different interfaces for regular commuters and tourists.

  28. Open Issues

  29. 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

  30. Required Resources for the Redesign

  31. Time: 14 - 18 months Money: $85,000 to $1,25,000 People: Interface Designers, Machine Manufacturers, Testers

  32. 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 References:

  33. Questions??

  34. Thank You.

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