Metro Redesign PrototypeBy Sargam Aggarwalfor WMATA Authorities

Landscape of existing systems

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

The Current System

WMATA Ticket Vending MachinesSeparate machines for purchasing and refilling smart trip cardsSome of the older models i.e. Black machines do not have the bankcard slot.Confusing instructionsToo Many slots

Data Gathering Methods

Field ResearchPersonal ExperienceAnalyzing the systemExpert ReviewStation MasterUnstructured ObservationsObserving commuters/ travellersComparative AnanlysisResearching other TVM'sContextual InquiryRegular commuters

Data Analysis

Field ResearchImportant information is hiddenPeople not aware of many functionsPeople have a preference for old machines.Too much informationLack of adaptabilityUsers are not familiar with most ticket options available.Expert ReviewInstructions were not complete and precise

Unstructured ObservationsToo many buttonsTime ConsumingPeople loose moneyConfusing InstructionsToo many different slotsColor and Layout of buttons is not optimalContextual InquiryUnfamiliar ticket optionsDifficulty in calculating the fare using the table providedDifficulty in calculating the fare using the table provided

Unstructured ObservationsEach Group had 10 users

3 different machines i.e. Smart Trip vending machine, Black machines, blue machinesTrying to adapt the older machine to incorporate some of the newer featuresNo white spaces in the newer machines (bad Information Architecture)The instructions do not follow top - down or left to right approachInformation OverloadWhat is wrong with the current system design?Lack of adaptability for future enhancements

Black machines have enough white spaces which makes it more user friendlyChecking balance using Smart Trip card is very fast and easySmart Trip card is a good option which is offered as compared to other paper cards which get damaged easilyRegular commuters who are used to the system find it easy to useWhat is right with the current system design?

Be consistent with the flow of instructions on the screenThe options for payment, input and output should be placed such that a user can easily distinguish between the various slotsThe machine should be built so that it can be easily adapted for future enhancementsEasy calculation of fares while purchasing farecardsFeatures for the RedesignA more intuitive and interactive bigger screen for the ease of usersThe redesigned machine should dispense SmartTrip cards as wellProvide helpful information and error messages when neededThe physical machine should be redesigned to have a half closed design for better audio and security purposes

Prototype 1

Methods Used and Suggested ChangesMethods Used:Field ResearchExpert ReviewComparative AnalysisUnstructured ObservationInterviews

Suggested ChangesImplemented ChangesReasons 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 ChangesMethods Used:Task Analysis/Contextual InquiryClass Evaluation

Suggested ChangesImplemented ChangesReasons 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 ChangesMethods Used:Task Analysis/Contextual InquiryUsability Testing

Suggested ChangesImplemented ChangesReasons 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. audioDue 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 transactionSince a mid-tech prototype was used, all functionalities could not be fully implementedGathering sufficient users for successful evaluation of the prototype

Future Enhancements

Having an online interactive demo to get people accustomed to the systemIntegrating choice of language to make it appealing to a wider audienceOffering discounts if tickets purchased online to avoid rush at the stationAbility to sense smart phone screens to read ticketsHaving different interfaces for regular commuters and tourists.

Open Issues

Test system with other potential users of the system i.e. Blind usersTest system for the ease of the physical aspects like the card slot, cash slot, etcTest the audio interface of the system

Required Resources for the Redesign

Time: 14 - 18 monthsMoney: $85,000 to $1,25,000People: Interface Designers, Machine Manufacturers, Testers

References:http://peterkrantz.com/wud/; November 12, 2007; Peterkahttp://www.uselog.com/2006/05/good-design-dutch-railways-ticket.html; May18,2006; Jasperhttp://parisbytrain.com/paris-train-ticket-machine/; August 11,2008;Ben Lamhttp://www.wmata.com/fares/purchase/passes.cfm; 2010 Washington Metropolitan Area Transit AuthorityUser Interface as System Design; Harold Thimbleby, Ann Blandford, Paul Cairns, Paul Curzon, Matt Joneshttp://www.springerlink.com/content/6mx4h0031528524v/;Jaime Sanchez, Eduardo Maureira;Springer Berlin / Heidelberg; 2007http://www.webbie.org.uk/webbie.htm;Alasdair King, Gareth Evans, Paul Blenkhorn; UMIST, Manchester, UK; 2004http://blog.use-design.com/2008/train-ticket-vending-machine-as-a-reflection-of-national-character/; January 15, 2008; Use Designhttp://www.humanefficiency.nl/designers_understanding.shtml;Dr. Leonard Verhoef; 2007

Questions??

Thank You.