towards a better metro fare card machine

Towards a better Metro Towards a better Metro Fare Card Machine Fare Card Machine

By: Bhumi DeliwalaBy: Bhumi Deliwala

Final Project: LBSC 795Final Project: LBSC 795

Landscape Landscape

Flip side:Flip side:

Use of strong colours and animation Use of strong colours and animation Interactive Interactive –(–(Holman,2009)Holman,2009)

Intuitive InterfaceIntuitive Interface Similar to ATM Machines. Similar to ATM Machines. –– --

(Deliwala,2010)(Deliwala,2010)

Less instructions on machines. Neatly organized. Less instructions on machines. Neatly organized.

- - (Deliwala,2010)(Deliwala,2010)

Adaptable to changesAdaptable to changes. . --(Deliwala,2010)(Deliwala,2010)

Less steps to perform a task :Less steps to perform a task : For e.g The regular subway riders took about 10 For e.g The regular subway riders took about 10

seconds to finish a transaction when it came to seconds to finish a transaction when it came to selecting a new card, paying, and retrieving a fresh selecting a new card, paying, and retrieving a fresh MTA subway cardMTA subway card (Assumption: Regular commuters purchased (Assumption: Regular commuters purchased monthly passes) monthly passes)

––(Cindy,2009)(Cindy,2009)

Image from: (Cindy,2009)

Comparative analysis New York cityComparative analysis New York citywith metro machineswith metro machines

Comparative analysis New York cityComparative analysis New York citywith metro machines (cont..)with metro machines (cont..)

Flop side:Flop side:

No idea what the big silver button is for ? No idea what the big silver button is for ? - -

(Deliwala,2010)(Deliwala,2010)

No pointer as to where to insert metrocard to No pointer as to where to insert metrocard to refill -refill -(Cindy,2009)(Cindy,2009)

Options on first screen confusing -Options on first screen confusing -(Cindy,2009)(Cindy,2009)

Methods of studyMethods of study

Field research for initial data collection: Observation, Field research for initial data collection: Observation, Personal experience & Expert Review Personal experience & Expert Review

Bad Information Architecture:Bad Information Architecture:

Information overload Information overload cluttered cluttered

Touch Smarttrip to refill slot Touch Smarttrip to refill slot towards the bottom results in towards the bottom results in people not noticing it people not noticing it

General Instructions often ignored.General Instructions often ignored.

List of stations and fares List of stations and fares less less prominentprominent

Map missingMap missing

Image: Deliwala,2010

Interface design:Interface design:

A,B,C buttons for selecting mode of A,B,C buttons for selecting mode of payment confusingpayment confusing

Toggle button for increase and decrease $ Toggle button for increase and decrease $ and cents was misleading and annoyingand cents was misleading and annoying

LED screen too small LED screen too small

Too many buttons same color &size Too many buttons same color &size No No distinctiondistinction

All text in white color- occupy space on All text in white color- occupy space on machinemachine

Too many input/output slotsToo many input/output slots

No Back and Next button to navigateNo Back and Next button to navigate


Field research for initial data collection: Observation, Field research for initial data collection: Observation, Personal experience & Expert Review Personal experience & Expert Review

Filed Study: Expert reviewFiled Study: Expert review No adaptabilityNo adaptability

Lack of awareness Lack of awareness even a even a farecard could be recharged.farecard could be recharged.

Farecard options terminologies Farecard options terminologies ambiguityambiguity

Users need to calculate fare Users need to calculate fare annoyingannoying

Poor money management Poor money management algorithm algorithm



Prototype DevelopmentPrototype Development

Prototype developmentPrototype development

Based on the data collected via field study research, Based on the data collected via field study research, personal observation and expert review personal observation and expert review Prototype Prototype version 0.0version 0.0

Created the prototype in Power PointCreated the prototype in Power Point

Prototype version 0.0Prototype version 0.0

Big Projector Screen A View of Map with a list of stations

Purchase ticket here (scrolling alerts)

Credit/Debit Card

$1$5$10$20

Accepted BillsInsert Cash

Accepted Coins5c,10c,25c,$1

English Spanish Chinese

Hindi Polish Italian

Greek German French

Cash

Push to cancel

transaction

Change/receiptsCollect Tickets

Push for Audio

Push to call

Station manager for help

Select a Language to Begin

Insert Credit /Debit Card

Accepted cards

Insert Coin

Change/receipts

Metro Farecard /Passes Dispatch machine

One way Fare card

One day pass

Weekly pass

Unlimited monthly

pass

Round TripFarecard

Online help

?Select type of fare card you want to purchaseBack

First Evaluation method and FindingsFirst Evaluation method and Findings

Class critique roundsClass critique rounds Feedback and key findings:Feedback and key findings:

Online help option would be helpful.Online help option would be helpful. Keep Back and Next button on each screen to allow users Keep Back and Next button on each screen to allow users

to navigate back and forth. to navigate back and forth. Arrow pointers to point to each card slot and flash light Arrow pointers to point to each card slot and flash light

border around that slot should blink when that slot will border around that slot should blink when that slot will be in usebe in use intuitive interface intuitive interface

On the screen that displays farecard options to purchase, On the screen that displays farecard options to purchase, have a ‘?’ button to provide brief information about each have a ‘?’ button to provide brief information about each one of themone of them

Limitation: Limitation: With PPT prototype, drawing a 3-D view of the metro With PPT prototype, drawing a 3-D view of the metro

machine was difficult to draw.machine was difficult to draw.



Credit/Debit Card

$1$5$10$20

Accepted BillsInsert Cash


Cash

Push to cancel

transaction

Change/receiptsCollect Tickets

Push for Audio

Push to call



Accepted cards

Insert Coin

Change/receipts


Online help

Select type of fare card you want to purchase

?

Back Next

Unlimited monthly

pass

Round TripFarecard

One way Fare card ?

?

?

? ?

Back NextBack NextBack


NextBack

?Select type of fare card you want to purchase

NextBack Online help


NextBack Online help


NextBack

Round TripFarecard

Online help


NextBack

?

Round TripFarecard

Online help


NextBack

?

?

Round TripFarecard

Online help


NextBack

??

?

Round TripFarecard

Online help


NextBack

???

?

Round TripFarecard

Online help


NextBack

Unlimited monthly

pass ???

?

Round TripFarecard

Online help


NextBack

One way Fare card ?

Unlimited monthly

pass ???

?

Online help


NextBack

One day pass

Weekly pass

Round TripFarecard

One way Fare card

Unlimited monthly

pass


One day pass

Weekly pass

Round TripFarecard

One way Fare card ?

Unlimited monthly

pass ???

?

Online help


NextBackOnline help

?Payment method details displayedBack Next

Debit/ATMCard

Select mode of payment

CashCredit Card

Evaluation-Round II:Evaluation-Round II:

Usability Testing and its findingsUsability Testing and its findings

Methods:Methods: Scenario based testingScenario based testing Think Aloud Think Aloud

No. of participants: 4 (2 visitors + 2 regular commuters)No. of participants: 4 (2 visitors + 2 regular commuters) Interview Interview No. of participants: 2 No. of participants: 2 (1- frequent rider, other one rides once a month(1- frequent rider, other one rides once a month

Surveys – 12 people responded Surveys – 12 people responded (Deliwala. Web Survey, 2010)(Deliwala. Web Survey, 2010)

Observation :Observation : Less suggestion from regular commuters vs visitors.Less suggestion from regular commuters vs visitors. Interview was more useful for knowing user preferencesInterview was more useful for knowing user preferences Detailed and interesting suggestions were derived from Detailed and interesting suggestions were derived from

Scenario based testing method of evaluationScenario based testing method of evaluation Survey was just helpful to get a broader picture of some Survey was just helpful to get a broader picture of some

featuresfeatures

Usability Testing and its findingsUsability Testing and its findings

Key Findings:Key Findings: Having a map on the LED screen to select destination Having a map on the LED screen to select destination

for purchasing a farecard was more intuitive.for purchasing a farecard was more intuitive. Payment Interface should be in the same vicinity.Payment Interface should be in the same vicinity. Combine Smart trip card and fare card machines. –Combine Smart trip card and fare card machines. –All 3 methodsAll 3 methods

70% users had heads up for touchscreen interface. - 70% users had heads up for touchscreen interface. - All 3 methodsAll 3 methods Allow recharging card online, but not buying.Allow recharging card online, but not buying. No elimination of smart trip card option.No elimination of smart trip card option. Mixed reviews on allowing Touch interface forMixed reviews on allowing Touch interface for

smart trip to be kept intact.smart trip to be kept intact. Prefer having separate farecards and smart trip both.Prefer having separate farecards and smart trip both. Contrastingly, 55.5% users prefer having farecard and smart tripContrastingly, 55.5% users prefer having farecard and smart trip

combined. –combined. –SurveySurvey

80% said – no need of separate kiosks for visitors and regular commuters80% said – no need of separate kiosks for visitors and regular commuters . – . – All three All three methodsmethods

All passes should be applicable in buses also. -All passes should be applicable in buses also. - InterviewInterview

Interview and Scenario based testing

Interview and Scenario based testing

Final Prototype version 2.0Final Prototype version 2.0



Credit/Debit Card

$1$5$10$20

Accepted Bills

Insert Cash


Cash

Collect FareCards/Passes

Push for Audio

Push to call


Insert Coin

Change/receipts


Online help


Back Next

?

? ? ?

Back NextBack Next


Next


Next Online help


Next Online help


Next Online help


Next

?

Online help


Next

?

?

Online help


Next

??

?

Online help


Next

???

?

Online help


Next

???

?

Online help


Next

???

?

Online help


Next


??

?

Online helpNext

Accepted cards


One day pass

Weekly pass

Round TripFarecard

One way Fare card

?

Unlimited monthly

pass ???

?

Online help


NextBack

Push to cancel

transaction

Touch Smartrip card here to refill

One day pass

Round TripFarecard

Monthly pass?

Weekly pass

? ?

SmarTripCard?

One way Fare card ?

Push to cancel

transaction


Online help

NextBack


Why buy my Design?Why buy my Design? As per my survey, 62.5% claimed that the part they hated most As per my survey, 62.5% claimed that the part they hated most

about existing machines is : too many steps to perform and about existing machines is : too many steps to perform and 37.5% complained about bad information architecture and 37.5% complained about bad information architecture and information overload.information overload.

My Design Solution:My Design Solution: Less steps to perform.Less steps to perform. Improved first try transaction success rateImproved first try transaction success rate Big LEDBig LED Touchscreen Touchscreen cool feature cool feature Use of distinct strong colors Use of distinct strong colors improves interactability improves interactability Strategy: Put all instructions/content within the screen and keep it briefStrategy: Put all instructions/content within the screen and keep it brief All action oriented content/features are in the left and central parts of All action oriented content/features are in the left and central parts of

the machine and optional features on the right the machine and optional features on the right avoid confusion avoid confusion Compartmentalization information into groups based on purpose.Compartmentalization information into groups based on purpose.

Simplicity + Cool design interface and automation Simplicity + Cool design interface and automation sellable in the sellable in the market.market.

Open issuesOpen issues

PPT prototype did not give idea of the exact size and look of the actual PPT prototype did not give idea of the exact size and look of the actual machine. machine.

Absence of interactivity aspect in the PPT prototype as there were no scope Absence of interactivity aspect in the PPT prototype as there were no scope of creating linkages between different phases.of creating linkages between different phases.

Was not able to do the evaluation on old usersWas not able to do the evaluation on old users Did not consider blind and impaired users in my design. Would want to Did not consider blind and impaired users in my design. Would want to

consider them as well and refine my design in the future.consider them as well and refine my design in the future. Cost was not considered. Cost was not considered. More people for survey need to be recruitedMore people for survey need to be recruited

ReferencesReferences

[1] [1] Holman, Kathleen. New York Subway Ticket Machine Design by IDEO. SHolman, Kathleen. New York Subway Ticket Machine Design by IDEO. Serial Pioneers Limited, 2009. Web. 8 May 2010erial Pioneers Limited, 2009. Web. 8 May 2010

[2] [2] Cindy. New York MTA Ticket Machine. Digital image. Pixel Punchout. PixCindy. New York MTA Ticket Machine. Digital image. Pixel Punchout. Pixel Punchout, 19 Oct. 2009. Web. 5 May 2010 el Punchout, 19 Oct. 2009. Web. 5 May 2010

[3] Deliwala Bhumi. “Personal site visit at NYC subway station”. April 17, [3] Deliwala Bhumi. “Personal site visit at NYC subway station”. April 17, 2010. 2010.

[4] Deliwala, Bhumi. ”DC Metro Ticket Machine- personal site visit”. [4] Deliwala, Bhumi. ”DC Metro Ticket Machine- personal site visit”. ImageImage. . April 8, 2010. April 8, 2010.

[5] [5] Deliwala, Bhumi. ”Survey on DC Metro Ticket Machine”. Web Survey. ApDeliwala, Bhumi. ”Survey on DC Metro Ticket Machine”. Web Survey. April 28, 2010. ril 28, 2010.

ThanksThanks

AppendixAppendix

Farecard options: Terms that are frequently confused are listed below: (Most people Farecard options: Terms that are frequently confused are listed below: (Most people rarely know/understand the meaning of each term below)rarely know/understand the meaning of each term below)

No clear or prominent instructions are specified explaining these terms:No clear or prominent instructions are specified explaining these terms:

One Day PassOne Day Pass:: Pass is valid for one day of unlimited Metrorail travel on weekdays after Pass is valid for one day of unlimited Metrorail travel on weekdays after

9:30 a.m. or all day on Saturdays, Sundays, and some federal holidays (unlimited Metrorail 9:30 a.m. or all day on Saturdays, Sundays, and some federal holidays (unlimited Metrorail travel begins after 9:30 a.m. on Martin Luther King Jr. Day, Presidents Day, Columbus Day, travel begins after 9:30 a.m. on Martin Luther King Jr. Day, Presidents Day, Columbus Day, and Veterans Day). Pass expires at the end of the operating day: 3 a.m. on weekends, and Veterans Day). Pass expires at the end of the operating day: 3 a.m. on weekends, midnight on weeknights. midnight on weeknights.

7-Day Short Trip Pass:7-Day Short Trip Pass: Pass is valid for seven consecutive days for Metrorail trips costing up to $2.65 from 5-9:30 Pass is valid for seven consecutive days for Metrorail trips costing up to $2.65 from 5-9:30 a.m. and 3-7 p.m. on weekdays. If the trip costs more than $2.65, you must use the Exitfare a.m. and 3-7 p.m. on weekdays. If the trip costs more than $2.65, you must use the Exitfare machine to pay the additional fare. The pass is valid for any rail trip at other times. The pass machine to pay the additional fare. The pass is valid for any rail trip at other times. The pass will be returned for continued use during the valid period. will be returned for continued use during the valid period.

7-Day Fast Pass:7-Day Fast Pass: Pass is valid for seven consecutive days of unlimited Metrorail travel. Pass is valid for seven consecutive days of unlimited Metrorail travel.

towards a better metro fare card machine

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