BART Kiosk Redesign
Project Length: 4 weeks
Project Date: 2016
Collaborators: Lizzie Garrett, Kristine Yuen
Bay Area Rapid Transit (BART) provides low-cost and reliable transportation to 420,000 people a day yet it's ticketing kiosks are a constant source of frustration among riders. We set out to better understand these frustrations and use these insights to redesign a kiosk that is more human-centered.
I conducted initial research at a frequented BART station through environmental observation and informal interviews. I talked to a variety of travelers ranging from first time users to daily commuters. I asked riders questions about their BART experience and commuting habits. Some participants allowed me to observe them perform tasks using the BART Kiosk.
"I want to see where to go before payment options." - Natalie, tourist
"People just stare at the kiosk and don't know what to do." - Gary, station agent for BART
"Commuters avoid using their phones because they are worried about theft & safety." - Tracy, daily commuter
We were challenged to design our interface using only paper. When normally I would have turned straight to digital prototyping, I learned that paper prototyping is ideal for rapid iterations, and allows the designer to focus on the prototype’s functionality rather than the visual design.
We ran in-person evaluation sessions with 8 participants as well as, remote unmoderated sessions with 4 participants on UserTesting.com. We asked the participants to complete three prompts using our prototype. After completing each prompt, we would ask the participant to reflect on their experience.
We codified the findings from with a synthesis technique called Rose, Bud, Thorn and then arranged the information using a matrix.. The left column of the matrix representing individual participants and the top row representing the tasks asked of them.
We iterated our prototype between different user testing sessions. In order to compare how participants interacted with our different iterations, we had a series of metrics that we used to evaluate the participant experience.
One metric we looked at was the participants emotional journey during each task. We used their verbal feedback to construct an Experience Map, which was a helpful way to visualize participant frustration and satisfaction at different points. Each colored line on the Experience Map represents a different user. satisfaction throughout the test.