Design Systems Research & Review Book
William Gillies | 2005
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Introduction
Entering into any organization’s way-finding system,
an assessment of products, goals, and experiences are needed to accurately provide strategies and solutions. We started our class by preparing ourselves on some methods of how information is gathered. We immersed ourselves into the environments of various touch points, by riding busses, interviewing people and even creating personas of riders who used the system. We collected our findings, narrowed our focus, created strategies, and then developed short and long-term solutions. This book documents that process and specifically my role in designing a solution for one of the touch points we focused on. The organization our class assessed was the Regional Transport District (RTD). RTD is a state and regionally funded public transportation system. Comprising of commuter busses, smaller scaled busses, light rail trains and several other transportation services including catering to local events, for the elderly and individuals with disabilities. Their mission statement is, “To meet our constituents’ present and future public transit needs by offering safe, clean, reliable, courteous, accessible and cost-effective service throughout the district.” After our initial findings, we took their mission and focused on how to increase riders among first time users. Our goals and solutions would always keep in mind that the primary objective was to enhance the experience for first time riders.
Introduction
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hcraeseR
Research
Experiencing the RTD way-finding system was
something that went beyond classroom discussions. In order to gain critical information of how the system works we entered the system as a first time rider, which many of us were. This gave us invaluable insight by creating real scenarios of seeking information like reading bus schedules and stops and fees. I remember how daunting the initial hurdles were of approaching an RTD bus stop sign. What did the numbers on the bus mean? When will the next bus arrive? How much was the fare? We also interviewed people and their experiences. We observed and compared their stories with their desired goals and expectations. We built personas of a range of riders that helped us narrow the experiences and who we were trying to reach. All this information was distilled into an initial problem statement which was documented in a design brief. One of the major problems with the RTD bus system is the usability of entry points. First-time users must clear formidable hurdles when using the web site, maps, busses, bus stops and stations. Accessing crucial information about routes, schedules, stops, transfers and fares is difficult, and failing to do so makes riders feel uncomfortable with the entire system. This problem statement would be used as a back bone for our designed solutions. The designs would be solutions for these address points.
Research
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Strategy
Diagramming the touch points was another crucial
step. We choose five touch points that would have the most impact on our stated goals; maps, web site, bus stops, signage and phone. By diagramming the touch points, information revealed patterns, and areas of opportunities. We made several diagrams in class. Some of those highlighted the same areas, while others created perspectives otherwise overlooked. We diagrammed people’s experience of the system. We created scenarios of tipping points for why people would ride or not ride. Envisioning information from the gathered resources helped us rethink the touch points and build a strategy of how best to develop solutions. Our strategy was based on the areas first time users faced. The diagrams revealed that the touch points, were key entry points into the RTD system. By fixing those initial hurdles, first time users would view RTD as a, dependable, friendly, viable transportation option. We narrowed the five touch points down to the scope of what our class could offer and choose three to develop solutions for. Maps, bus stop signage and RTDs web site would be the three. I choose to work on the bus stop signage. The following pages document my role in that development.
Strategy
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Solutions
Considering perhaps the most ubiquitous and
accessible of all RTDs way finding systems, the signage at bus stops proved to be the greatest opportunity to redesign quickly and effectively. We are trying to achieve, for first time riders, critical information these riders would need when first approaching this point of entry into the RTD system. After gathering information through interviews we narrowed our questions of purpose to three essential points. • When will the next bus arrive? • What route (destination) will be served, what stops are made • How much is the bus fare? In addition to serving these points we wanted to improve upon the accessibility and usefulness of the signs. Creating a mental map, making the signs more friendly and having a coherent consistency throughout the stops would help first time users be more confident to engage RTD’s service. Using this information, we developed a strategy that would answer the essential purpose points by; • Posting bus arrival times • Creating a mental map of the route being served at that particular bus stop. • Posting bus fare for route
Solutions
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Solutions
The existing signs consist of the RTD bus symbol centered in a red field, and bus route stickers that the stop is serving. Some stickers were fixed to the back of the sign and they’re usefulness is cryptic into color coded numbers and letters. Having a map makes the numbers and letters use apparent. But for first timers users, these maps are not available at every stop, so the color coded numbers and letters are useless in answering our three primary questions. So we created a route sign that would incorporate the existing and highly recognizable RTD sign with a more functional platform consisting of a visual map, bus arrival times and bus fares. This new sign has the capability of displaying a route map, which would build a visual map for users. We then designed a map and developed it to function quickly and effectively. We pro to typed several versions and gathered feedback to further hone the maps usefulness. We simplified, the map. We reduced the information to only essential and relevant information to the purpose points. In particular, we addressed what stops were being made by the bus route, and we listed all the stops made by the bus. We modeled how to navigate the map similarly to a mall map.
Solutions
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11
120X
S
BUS
Extraneous information was stripped off, leaving only essential landmarks and major roads.
North W
E S
N
A “You are here” sticker couldWeasily be affixed E to this sign to orientate people existing S the bus. Fare
N
$1.25
children under 5
6am - 9pm 15 minutes
free
We modeled how 9pm-6am to navigatehou the rly map similarly to a mall map. So the bus stops were numbered, and the numbers were listed at the bottom. Key
16 local Stops
16 local & limited Stops 16 local & Exceptio n Stops Local/Limited/E xception
Transfer
L
L
16
at all stops
$1.25
RTD
free
1 2
1.800.366.743
9pm-6am arrival - hourly
I-25
Lipan Maripos
Federal
6
Centura St. Anthon y Hospital
Irving
7
Centura Senior Life Center
Perry
8 Sheridan RMCAD Research
Center
9
Kendall
10
JCRS Shopping Cen
Pierce
ter
11 12 13 14 15 Westland Mall
Wadsworth Zephyr Carr Garrison Kipling
Federal Center
You are Here
Denver West Boulevard 17
Oak
18
I-7
0
Cold Springs park-n-ride Simms
Colorado Mills
19
Denver West Retail Entrance
Indiana
21
3 4 5 6
California 21st and Welton 15st St. Lipan Mariposa Irving
13th St Coors
22
Transfer Route
6am - 9pm arrival - 15 minute s
15th St
Auraria Campus 5
20
Exception Stops
*drop offs available
Califor 21st St
W
.
d Blv
4
Colfax at Auraria LRT Station
x
Bus Station
Express Stops
er
Spe
DOW
S
Broadway
3
Denver West Village
Fare
children under 5
N
1
6th Ave
E
E 2
14th Ave
BUS
Colfax
W
COLFAX EAST
Solutions N
Perry Sheridan Kendall 10 Pierce 11 Wadsw orth 12 Zep hyr 7
8
9
Carr Garrison 15 Kipling 16 Oak 17 Cold Spr ings P-n-R 18 Simms 13
14
GOLDEN
Colorado Mills Indiana 21 13th St. 22 Coors 23 Golden 19
20
So the bus stops were numbered, and the numbers were listed at the bottom. To help first time users locate themselves we added reference points in addition to a compass. And to reduce the cost of printing specific signs at every stop a “you are here” sticker could easily be affixed to this sign to orientate people exiting the bus. This new route sign is specific to the route. Several route signs could be hung together, back to back. The route is identified with its name running vertically up the left side and could be colored to the corresponding map. Space was also allocated to answer to the other two primary points. The bus fare for this route and the next bus arrival, for this route. To be consistent and form a coherent approach to the way finding system, we collaborated with the other design teams and determined the Helvetica font family best served this purpose. We also used standard symbols when applicable for the signs and maps for a visual cohesiveness and user predictability. The colors would used the existing color system of the maps. The route sign was designed for near term solutions.
Solutions
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Solutions
BUS
North W E
N W
E S
Fare
$1.25
N
children under 5 free
6am - 9pm 15 minutes 9pm-6am hourly
16 local & limited Stops
L
16 local & Exception Stops Local/Limited/Exception
RMCAD Research Center
Bus Station
*drop offs available at all stops
RTD 1.800.366.743
Federal
6
Irving
7
Perry
8
Sheridan
9
Kendall Pierce
10
JCRS Shopping Center
11 12 13
Wadsworth
14 15 Westland Mall
Federal Center
Zephyr Carr Garrison Kipling Oak
Denver West Village
Cold Springs park-n-ride Simms
18
Denver West 17 Boulevard
Colorado Mills
19
Denver West Retail Entrance
I-7
0
20
Indiana
13th St
21
Coors
22
GOLDEN
x
Transfer Route 1
L
Express Stops
Lipan Mariposa
I-25
children under 5 free
Transfer Exception Stops
15th St
Auraria Campus 5
Centura Senior Life Center
16 $1.25
16 local Stops
Sp
Centura St. Anthony Hospital
California 21st St and Welton
d.
4 Colfax at Auraria LRT Station
DOWNTOWN DEN
Blv
r ee
3
Fare
Key
S W
6th Ave
S
S
11
120X
Broadway
14th Ave
E
1
2
Colfax
W
BUS
COLFAX EAST
N
E N
6am - 9pm arrival - 15 minutes 9pm-6am arrival - hourly
2 3 4 5 6
California 21st and Welton 15st St. Lipan Mariposa Irving
7 8 9 10 11 12
Perry Sheridan Kendall Pierce Wadsworth Zephyr
13 Carr
19
14 Garrison
20
15 Kipling
21
16 Oak 17 Cold
22
Springs P-n-R
23
Colorado Mills Indiana 13th St. Coors Golden
18 Simms
It was meant to retro fit the existing structures with a immediate improvement and to address the missing information we identified for first time users. It was also conceived not to challenge existing way finding points, but compliment them and establish its union with them. Within the limited physical space we projected long term solutions, that would address accessibility, the structure of the sign posts, and modular sign systems that could be used a shelter as well aesthetics issues which would help build RTDs identity. We understood the constraints and dynamics RTD operates under to maintain and service these bus stops. Our long term solution encourages working together with the vendors of existing structures and incorporate the strengths of each solution so that all parties are served while making the system friendly to first time users. The identity of the bus stop could extent from having more helpful information, to a safer, protected bus stop with a future solution shown illustrated. This structure could offer more protection from vehicles, and the fully built modular design would create shelter from the elements and creating more ad space to pay for these kinds of structures.
Solutions
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Conclusion
Forecasting solutions into the future, we developed a
SmartCard for RTD’s system. Assessing all our projects, web site, bus sign, and map, we saw another opportunity to develop a small magnetic card that would allow riders to quickly access busses, prepay into the system and allow RTD to monitor riders frequency and traffic patterns. Other incentives were created for drivers of RTD to push the SmartCard usage. For example, the more people that use the cards on a drivers route, the driver receives benefits from RTD. By having the drivers view the card as a benefit to them, the more likely they are to sell more. The availability of the cards was solved by selling them as pre-charged cards and supplying them to grocery stores, convenient store, even gas stations. We created a scenario that touched on these points to gain a better understanding of what issues may arise, that story boarding does not account for. Our scenario portrayed different types of riders accessing the SmartCard and demonstrated its ease of use. All the products we created we related in some visual way that gave cues to a larger system of identity. Fonts, colors, frequency, and images were used in support of this goal. By operating under the strategic goals set up from the beginning, all products would assimilate into the system. And from that, a design system emerges and allows itself to built upon.
Conclusion
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nohpoloC
Colophon
Paper Hamermill Color Cover Copy 60lb. 98US Brightness
Copy William Gillies
Sign Design Kevin Deganhart/William Gillies
Book Design William Gillies fonts used: Title OCR A Std Medium Headline Helvetica Neue Condensed Bold Text Helvetica Neue Regular
Colophon
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