Exploratory group project examining the user interface of the BART ticketing kiosk and how it affects riders experiences
We focused on creating an initial design for one primary user. After the experience for this user was established we added features for secondary users. The idea behind this thought process is to ensure that the experience for the primary user is not compromised while still meeting most needs of the secondary personas.
We gathered qualitative field research to evaluate the ticketing system and to better inform our design process. I focused on ethnographic and in-person interviews. By focusing on actual riders and removing our personal biases and beliefs we were able to learn,
Following our research we looked for patterns and formed actionable insights for the design.
After collecting the data on riders we were able to compile our insights and identify behavioral patterns. Our synthesis focused on the following categories:
We focused on creating one primary persona to design our experience around. By focusing on this persona’s behavioral patterns we felt we could meet the needs of the majority of users.
We developed the storyboard to outline the role that the kiosk would play, with the new interface, and how the interaction with it would affect the riders experience.
Keeping in mind the persona's mental models we began to develop a design framework.
Based on the data, the current kiosk hardware interface was a contributing factor to the confusion. We decided the experience would benefit from incorporating a modern-day touch screen.
By focusing on a new conceptual model we minimized button options and on-screen information, streamlining inputs to more efficiently help the user complete their purchase.
I decided to take our project to the next level and began designing the prototype using Justinmind Prototyper.
I made slight adjustments to the framework then created a medium-fidelity prototype, with minimal design and interaction for the target scenario.
View BART prototype
I conducted 5 task-based remote user tests to learn about the effectiveness of the design and gather initial feedback. By providing my target subjects with the scenario and the task I was able to gauge the usability of the design and iterate changes. Tests were followed-up by a questionnaire.
You are on a business trip in the Bay area. You have a very important sales pitch meeting at a Fortune 500 company in South San Francisco. The pressure is on and it is imperative to arrive on time. After your meeting you have dinner reservations at your hotel. In the morning, you leave your hotel and arrive at the closest subway station, however you are running five minutes late.
Based on the specified scenario above, please purchase one round-trip ticket to South SanFranciso.
View BART prototype
