Page02/28/2006HP79.2468 Fundamentals of Interaction Design

Assignment #6: Penn Station ObservationsArly Ross, David Yates, Myra Einstein, Robert Faludi

2.28.06

Assignment; Introduce the class to the community that you will be studying. You should conduct some initial observations and gather visual materials and artifacts so that you can bring this community to life for the rest of the class.

We chose New York’s Pennsylvania Station as an overall community for our study. For this first assignment we surveyed the entire station including the Amtrak, New Jersey Transit and Long Island Railroad areas. Our plan is to narrow our focus to just one off these areas. Our methods included direct observations, photography and creating a collection of artifacts from the station.

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Penn Station Observations: The BuildingDescribe the key insights that emerged from talking to typical users, observing situations and contexts or reviewing existing products and services:

1. Multi-service buildingPennsylvania Station is part of a larger complex that includes various office buildings and Madison Square Garden.

2. Four major transit agenciesThe Station is an underground hub for New Jersey Transit rail, the Long Island Railroad, New York City Subway and Amtrak.

3. Access to local, regional and international travelThe 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.

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Penn Station Observations: InteriorPenn Station consists of three underground levels. It’s a very disjointed and confusing structure 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.

1. Large under-utilized spacesThere are large open, empty areas that seem to serve no practical or experience-enhancing purpose.

2. Small over-utilized spacesSpaces meant for pedestrian traffic are instead used as waiting areas leading to a cramped, crowded and impassable part of the station.

3. Multitude of narrow, cramped passageways with inadequate signageUnmarked stairs and passages that lead to mysterious destinations.

4. Disjointed, awkward relationship between spacesThe various main areas of the station are connected in a confusing and complex manner.

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Penn Station Observations: People and ActivitiesApproximately 1.4 million people use Penn Station every day. A wide variety of people use the station and are involved in a diversity of activities:

1. Wayfinding Finding the pathway to various locations and services inside the station, through the entire user experience.

2. TicketingSelecting and purchasing tickets, possibly for the entire passenger journey.

3. Eating & DrinkingThe majority of Penn Station customers were holding a beverage and or food item, many of which had been purchased inside the station.

4. WaitingStanding, sitting, lying down, reading, watching signs, listening to music, talking to companions.

5. DepartureLeaving the station either by one of the trackways, or one of the street exits.

6. WorkingThousands of people work inside Penn Station including transit employees, vendors, police agencies, maintenance personnel and students doing research.

7. Everything ElseSome visitors to Penn Station are tourists, some are just there to grab a snack, some are using the Station for shelter and others as a way to get from one street location to another.

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Penn Station Observation: Initial Observations

Several thematic possibilities:

1. Complex Address the complexity of Penn Station, making it easier to use the transit functions. Perhaps a single ticket or unified signage?

2. ConfusingReduce the confusion around orientation and wayfinding. Produce new wayfinding tools and peripheral orientation cues.

3. ClaustrophobicChange traffic flow and modest architectural features to reduce crowding and improve the sense of open space.

4. Unattractive EnvironmentAdd public art and unified design to improve the overall passenger experience.

5. Improve Social InteractionPenn Station does not currently support a positive emotional affect, therefore social interactions are reduced and skewed toward the negative. Improving the environment and experience could improve the nature of these social interactions. Similarly, improving social interactions per se could induce a more positive user experience withing the space.

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Penn Station: The Way it Was...

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