RETHINKING THE WASHINGTON, DC-AREA METROSUGGESTIONS TO INCREASE USABILITY

Anne Bowser

Please see slide 11 for photo credit.

Usability and Public Transportation

“It strikes me as tragic that one of the first User Experiences you’re likely to encounter upon arrival at a new destination is the purchase of some kind of public transportation ticket...”*“Fares on the DC Metro are complex. Distance, time of day, various payment options, passes, tickets, cards make the getting of one place to another a real piece of work, and totally obscure to a newcomer.“**

Please see slide 11 for photo credits.

Research Goals and Methods Pre-Prototype Method: Research, Observed 5

users, Interviewed 3 users Complicated Fare Structure Complicated Payment Method Lack of help- employees, tutorial, back button

Research Goals: To Simplify Faster for frequent users Increase clarity for infrequent users Address lack of help

Post-Prototype Method: 3 Rounds of remote, asynchronous Usability testing, 10 total users

“Are the machines really the biggest problem? The DC metro is too slow, too expensive, and unsafe.”

Prototype 1

Please see slide 11 for photo credits.

•Touch Screen

•Simplify Interface, Color Scheme

•Tutorial video

•Improved Inputs and Outputs

•Back Button and Help Button

Support for touch screen- “The touch screen offers clear options and doesn't confuse the user with two or more options that are similar or ambiguous which is so often a problem with touch screens.” Simpler Interface- “Ehh, it still looks clunky,” “What happens if you press the smiley?”

The Frequent UserStep 3

As you have learned in a well publicized campaign, Metro is now offering weekly passes for $30 and 30-day passes for $90.

This is designed to save regular riders money. Tourists (non- regular riders who do not purchase a 7-day or 30-day card) will now pay $1 more for every ride. This increase will be built on the current “prime time” rate.

Metro will discontinue the practice of charging different rates at different times.•Response• 7/8 users said that the touch screen flow was a major improvement• Mixed feelings about new rate structure (see slide 12)

Other changes: “Shortcuts,” General simplification to facilitate speed

The Infrequent User

•Improved Flow- See slide 13

•“Get help buying a farecard”• map, search

•Help Options• back button• smiley face• tutorial

Getting Help

“Would I use a help button or view the tutorial? Depends on my level of desperation.”

•Both frequent and infrequent users indicate experience confusion and frustration

•Help Button tested, rejected; back button tested, accepted

•All Users want separate, discrete Kiosk with a short tutorial

•New machines could reduce the number of on-duty metro employees

“As a much greater percentage of metro riders are daily riders as opposed to new riders, something like this will only cause problems – at the very least, lines of angry commuters.”

Prototype to Date

Tutorial moved to Kiosk, Shortcuts, Area to insert Farecard (More: See slide 12)

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1. The interface is overly complicated. Testers respond positively to a simplified interface featuring a touch screen.2. Completing transactions is overly complicated. Frequent users can benefit from a shortcuts button; new users, a back button.3. Infrequent users need clearer instructions, but the idea of a tutorial in the machine was rejected. Metro should provide a separate tutorial area for new users.4. Users have difficulty understanding the rate structure, which might be redesigned (see slide 14).5. Perceptions of the DC Metro are negative. After change is implimented, a PR campaign could work wonders.

Findings and Recommendations

Next Steps More Testing: blind

users, ESL users Further evaluation of

“shortcuts” Evaluate the effects of

a new rate structure, including weekly or monthly passes

Media campaign to improve Metro’s image

“A better system would ease the minds of those who must commute on a daily basis to work via metro.”

Photo credit page 11

ReferencesQuotations

* (slide 2)- “Bart Ticket Machine User Experience.” Figure/ Ground Ambiguities Contemplated., http://www.welcometoalville.com/blog/bart-ticket-machine-user-experience/** (slide 2)- “Transit Usability and the Washington, DC Metro.” http://www.tc.umn.edu/~hause011/article/Bus_ride43.htmlAll others from prototype testers

Photo Credits Slide 1- Picture of people boarding metro, http://www.thedctraveler.com/files/2006/10/dc-metro-

flickr.jpg Slide 2- BART Ticket Machine, http://www.flickr.com/photos/welcometoalville/3921318764/, DC

Metro ticket Machine, http://www.dragonballyee.com/blogpics/2007/11November/YEE_4635.jpg, NY Subway ticket machine, http://www.nysubway.com/repository/metrocard/metrocardmachine-175x233.gif

Slide 3- DC Metro Rail Crash, http://images.angelpub.com/2009/26/2397/dc-metro-rail-crash.jpg Slide 4- DC Skyline (used in design), http://raaschaos.com/wp/wp-content/uploads/2009/07/dc-

skyline.jpg Slide 7- Greenbelt Metro,

http://upload.wikimedia.org/wikipedia/commons/e/e9/Washington_DC_metro_station_greenbelt.jpg

Slide 8- DC Skyline (used in design), same as above Slide 9- DC Skyline, same as above Slide 10- Print of DC Metro: http://rlv.zcache.com/dc_metro_poster-

p228814793528845571t5wm_400.jpg

Minor Changes The initial screen flow for new users featured a reference to a back button that

should be removed (slide 12). As one user put it, “I didn't have a problem with knowing that it would take you back to the previous screen until I got to the "confirming" Columbia Heights screen.   I'm not sure why.  Maybe because I want to know that I can go back and try again, and I'm not just looking for information.  At this point in the process, I feel locked into Columbia Heights without an out.”

Two users recommended a change in wording by the credit card sensor. This changed from “touch card here” to “touch all cards here.” Similarly, “take card and change” became “take single Faircard or change.”

In order to simplify input devices, the same device should be used for trading in used farecards and paying by cash. This would necessitate a re-sizing of single passes to fit the size of dollar bills.

A shortcuts button was added before the final prototype. Users suggested that this should include a way to check your SmartTrip Balance (or the amount of time before a monthly pass expired) and adding money to a SmartCard. As noted in slide 10, this needs further evaluation.

Flow tested for New Users

Users disagree about the rate structure “I think a pass could be a good addition. However, I’m a strong

proponent of peak pricing and don’t think that this should be removed.” (DC Resident)

“I get my Smart trip loaded by my employer (as do a lot of people in DC) on a pre-tax basis which serves as an incentive to use smart trip and also saves me money.  Could you buy weekly passes on a pre-tax basis?  If not, which should I choose?” (DC Resident)

“How would that effect metro’s budget?” (DC Resident) “Sure, make the tourists pay.” (DC Resident) “Someone should tell metro that their fairs are waaaay too

expensive!” (NY State Resident) “How can it cost more to take the metro in DC than NY? And

it’s really [messed] up that you guys can’t get monthly passes.”