Dimension
Improving Customer Information Services
2
THE CLIENT
Transport for London is a local government body responsible for the transport system in Greater London. The company manages London’s network of principle road routes as well as various rail networks including London Underground and Overground, Dockland Services, Buses, Taxis and Cycling provision. This project focuses on a brief provided by TfL to improve customer service interaction on their London Underground Networks Networks.
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CONTENTS 02
Introduction of TfL
04
Group Introduction
05
Profiles
10
Brief
11
Timeline
12
Target Users
14
Research
27
Re- phrasing the Brief
28
Personas
32
Concept Generation
34
Development
40
User Flows
43
Our Solution
50
Storyboard
52
Conclusion
4
THE TEAM
We are 5th Dimension, a multi-disciplinary team of international designers with experience in a variety of design disciplines. Our philosophy revolves around the end users. We aim to understand their various perspectives in order to adapt and create the best solution to their problems. With a strong focus on user research, we believe a solution can be accommodated to support a variety of user behaviours in a way that they find natural and satisfying. The name of our team is inspired by our 5 perspectives. We wanted to give a new ‘dimension’ to London Underground services by creating an intuitive, inclusive solution to the current customer problems. Our brand utilises bright green tones, which in many countries signifies help and support, complementing the focus of both the project and our design philosophy.
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WILLIAM CHAUMETON DESCRIPTION: I am an enthusiastic and focused designer from London with a passion for solving critical and complex problems. I have developed my skills for a number of years, working in a variety of design disciplines and in a range of design sectors including Graphics, Packaging, Product and Retail. I am always striving to challenge and develop my skills through hard work and my love for design and technology.
STUDYING: MA in User Experience Design (Loughborough University)
EXPERIENCE: • Packaging and Filling Designer at Nestle, Switzerland • Head of Design at Axion Watches • Design Consultant at Rothko Design • Graphic Designer at SERIOUS Ideas
PREVIOUS EDUCATION: • BA in Industrial Design & Technology (Loughborough University) • Royal Grammar School Guildford 2005-2012
CONTACT INFORMATION: • william@chaumeton.Design • +44 (0)7879032935 • linkedin.com/in/wchaumeton • pinterest.com/chaumie/ • Chaumeton.Design
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MARIA MICHAILIDOU DESCRIPTION: Digital designer from Cyprus. I have 2 years of experience in motion design and design is my passion. Undertaking every challenge, big or small, with commitment and enthusiasm, I like new challenges and opportunities. Currently I’m advancing my skills in the UX field with my master’s degree.
STUDYING: MA in User Experience Design (Loughborough University)
PREVIOUS EXPERIENCE: • Motion Designer at GTDigital.eu in Cyprus
PREVIOUS EDUCATION: • BA Multimedia and Graphic Design (Cyprus University of Technology)
CONTACT INFORMATION: • mx.michaelidou@outlook.com • +44 (0) 7743528553 • behance.net/MariaMichaelidou • linkedin.com/in/maria-michaelidou-755585a9
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YIMEI LIU DESCRIPTION: I love design, especially UX, which can solve problems people meet and improve our life. I have a digital media design background and I also studied in a range of design-related areas such as photography and painting. Besides, observation of life is my favourite thing. So, I hope to design innovative ways to solve the problems we face in our everyday lives.
STUDYING: MA in User Experience Design (Loughborough University)
PREVIOUS EXPERIENCE: • VI designer in Beijing Shangyonghui Culture Communication Co. Ltd
PREVIOUS EDUCATION: • BA Digital Media Design (Beijing Institute of Graphic Communication)
CONTACT INFORMATION: • yimeiliu99@gmail.com • +44 (0)7935841177 • http://pin.it/fVOKBnA
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YAZHOU JIA DESCRIPTION: I am a designer studying MA Industrial Design in Loughborough University now. I had been studying industrial design for five years and really want to improve myself in as many different environments as possible. I like to try new things and make friends from different countries.
STUDYING: MA in Industrial Design and Technology (Loughborough University)
PREVIOUS EXPERIENCE: • Packaging and Filling Designer As exchange student studied in Taiwan Huafan university • Working in Tuguang traveling equipment design company.
PREVIOUS EDUCATION: • BA in Industrial Design (Taiyuan University of Technology)
CONTACT INFORMATION: • y.jia-16@student.lboro.ac.uk • +44 (0)7761609712
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MINGMING GE DESCRIPTION: I hold a belief that design can make life better. During my years learning Industrial Design, I realised if we want to design effectively, the first thing we must do is find the right problem and this can come from every corner of daily life. In order to solve problems I need to develop my skills related to design, from sketching to modelling, as well as visual presentation skills. I have a long way to go to become a designer, but I think I am progressing in the right direction.
STUDYING: MA in Industrial Design and Technology (Loughborough University)
PREVIOUS EXPERIENCE: • Product designer at Beijing Zhishan Robot Company, Ltd, Peking, China • Product designer at Chidi Honghu Technology Company, Ltd, Peking, China
PREVIOUS EDUCATION: • BA in Industrial Design (Peking Forestry University)
CONTACT INFORMATION: • call.me.ming.thx@gmail.com • +44 (0)7874934259 • pinterest.com/call_me_gm/
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THE BRIEF
Design a way for London Underground (‘Tube’) customers to interact with staff who are out of sight…could include issues such as accessibility, location, fit with other assets and processes, considering the diverse passenger demographic.
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PROJECT TIMELINE Week 1
Introduction to the project
Week 2
TfL visit
Week 3
Project Direction Report
Week 4
Data Collection and Analysis
Week 5
Identify Insights and Ideate Intial Concepts
Week 6
Concepts Development
Week 7
Revised Concept Review with client
Week 8
Confirm Low Fidelity App continue Product Development
Week 9
Review visual works and prepare for final presentation
Week 10
Presentation rehearsal and booklet
Week 11
Final presentation and Project Deliverable submission
Week 12
Peer review and Personal Reflective statement
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TARGET USERS Along with the brief, we were provided with the four types of commuter from TfL. These user groups were researched extensively and their needs were considered throughout development.
‘EVERYDAY COMMUTER’
‘LEISURE USER’
Customers living and working in and around London. These users use the networks very frequently and are familiar with a number of journeys.
These users are defined as customers that are familiar with our network but may be making an unfamiliar journey, e.g. a London resident commuting to a different part of the city to visit a friend.
‘TOURIST’
‘DISABLED USER’
Customers who are unfamiliar with the network and are making an unfamiliar journey, e.g. a visitor to London travelling to a tourist attraction.
Customers who have physical or mental disabilities that may result in them viewing the London Underground as an inconvenience or find it difficult to navigate as well as use the facilities within stations.
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THE DOUBLE DIAMOND For our project, we followed The Double Diamond design process. The Double Diamond is a structured design approach to tackle complex design challenges in four distinct stages.
DEFINE
DEVELOP
DELIVER
SOLUTION
PROBLEM
DISCOVER
DEFINITION
RESEARCH, ANALYZE, SYNTHESIZE
PROTOTYPE, TEST, REFINE
1. Discover /Research— Insight into the problem (Diverging) 2. Define/Synthesis — The area to focus upon (Converging) 3. Develop/ Ideation— Potential solutions (Diverging) 4. Deliver /Implementation— Solutions that work (Converging) The four phases of the Double Diamond can be simplified by merging the first two and second two stages. We followed this structure from initial research to final design and implementation. Stage 1 — ‘Designing the Right Thing’ (Diamond 1 — Discover and Define) Stage one is all about identifying the right problems to solve. We started our project by conducting extensive research to identify the most common user problems. Stage 2 — ‘Designing Things Right’ (Diamond 2 — Develop and Deliver) Once we found the right questions to focus on, we were able to plan and design solutions and concepts efficiently. These concepts were based on robust user insights and research.
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RESEARCH METHODS In order to better understand the user needs and problems we conducted a wide variety of research. Below are the different methods and areas identified for both primary and secondary research.
SECONDARY RESEARCH Secondary research was used to explore and analyse a variety of product related areas. These helped us to generate a better understand of feasability and the target market.
•
Technologies
•
Signposting
•
Legislation and materials
•
Competitors
•
Existing Assets
•
Accessibility
PRIMARY RESEARCH Primary research is first hand accounts from users we are targetting. There are a variety of available methods that could be used but we chose three that we could conduct ourselves within the available time. We also used these methods to gather both in-depth insights from current users as well as a broader range of insights from all four target user groups. •
Interviews
•
Observations
•
Surveys
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SECONDARY RESEARCH The aim of our secondary research was to better understand what is going on in different aspects of the target market as well as within TfL. The following pages break down some of the different areas we explored.
TECHNOLOGY We conducted research into existing and new technologies to see what we could incorporate into our solution,
NFC/ iBeacon
Interactive Robots / Smart AI
AR/VR
Information Points
Holograms
SIGNPOSTING We explored ways in which signposting can be used to clarify message and direction.
University of East Anglia
Evelina Children’s Hospital, UK
Public Spaces
Korona Kielce Mall, Poland
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SECONDARY RESEARCH LEGISLATION AND MATERIALS It was important for us to consider additional details such as legislation and materials as they are very important when designing things to go underground. This research helped establish boundaries for development and gave us an idea of what would be feasible.
EXISTING ASSETS We were also made aware of the 7 existing models of ‘Help Point’ which TfL use to provide customer/staff assistance throughout the network. In general the format is similar, however older models include additional features such as screens and different buttons. There were a lot of points to consider prior to development such as installation and tooling for these units, power, functionality and capabilities.
As well as the help points, we also researched how and when staff interact with customers, what they are most commonly asked and how the effective the current systems are. Due to the number of types of help point, the current systems can be confusing and in-efficient.
17 COMPETITOR ANALYSIS We conducted a competitor analysis to get a better understanding of what other services and companies were doing around the world. In general we found them to be similar in function with technology being the major difference.
Paris Underground
Toronto station
New York Metro
Malpensa Airport
San Jose Airport
ACCESSIBILITY Considering the disabled demographic that uses the London Underground, we also wanted to explore the nature of accessibility on the London Underground and solutions to related problems.
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PRIMARY RESEARCH Alongside secondary research, we conducted a variety of primary research to better understand the current user demographics and their needs. We started by planning observations and interviews on the network. We visited 13 different stations on a route designed to encompass the four station types outlined by TfL (Gateway, Destination, Metro and Local). We selected weekdays to conduct this research due to the higher chance of meeting all four types of target users. We also conducted our research at peak time to increase our chances of success. We managed to conduct semi-structured interviews with 1 Underground staff and 2 passengers for each station.
STATIONS THE ROUTE
19 These observations helped us to identify potential issues with the current solutions as well as the overall experience. We were also able to observe both staff and customers interacting with the service. We wanted to gather as many insights as possible from as many people as possible in as many stations as possible within the time we had available. We conducted semi-structured interviews with Underground staff and passengers from the four types of station outlined by TfL. The aim was to interview 3 passengers and 2 members of staff in each station, however due to time constraints, we were able to interview 2 passengers and 1 member of staff per station on average.
We identified a number of common problems through primary research. The most common issues included: 1. Unfamiliar interactions with timetable, route and tube map led to delayed travel and a more stressful experience. 2.Phone signal does not work well underground and prevents users utilising existing services to plan journeys or check updates. 3. Language barriers cause a number of issues. Visitors find it difficult to interact with staff and find assistance.
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SURVEYS We created two surveys to collect broader insights from all four target demographics. The first was designed to target Leisure users, Tourists and Everyday Commuters. The second was designed to target Disabled users.
GENERAL SURVEY Distributed among friends and family, Loughborough-based alumni organisations and social media. • General questions around existing user experience and issues. • 56 responses • Most responses were from visitors who were less familiar with the systems.
DISABLED SURVEY Sent to 10 UK based charities specialising in disability. We receIved replies from 6 of these charities, 3 of which we kept ongoing conversations with during development. • General questions around disabilities and independence on public transport as well as London Underground specific questions. • 3 responses bolstered by conversations with 3 UK based charities: MASIS, MENCAP and Disability Rights UK. • Secured spot for survey on MASIS website homepage.
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KEY RESULTS The survey generated a number of useful and interesting insights. There were over 50 questions and in total we receIved 59 responses. Some key insights have been extracted from the surveys and can be seen below.
Almost 70% of people that responded were ‘Visitors’. Overall we had responses from all four target user groups.
We found that only 7% of people that responded had used or interacted with the existing systems despite having questions and problems underground.
We were told that users prefer interacting with staff than a machine which was consistent with our findings (82.1%). We found however that this was due to the current machines not giving users the information they needed.
70% of respondants wanted better options for selfassistance. They felt powerless then they needed help or information.
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RESEARCH ANALYSIS
After collecting all this primary and secondary research, we analysed it as a group. We collected all of our research and extracted the major insights. Using these insights we created an affinity map. The insights were randomly placed on the wall before we worked together to identify and gather similar insights into themes. We identified 8 major themes which we grouped into 3 major over-arching problem areas to focus on.
More detail on facing page.
23 PROBLEM AREAS Below are the major problem areas along with their associated themes. Some key insights relating to these themes can be found on the next pages.
1. MISSING INFORMATION • Ticketing • Planning • Way Finding
2. USER EXPERIENCE • Convenience • Efficiency • Trust
3. EXISTING ASSETS • Cost issues • Technical issues
We then analysed these themes and discussed initial directions for development. Due to the high number of current user needs, we wanted to establish the major issues and then incorporate as many isses when developing the solution.
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KEY ISSUES AND FINDINGS The major themes that we identified represent frequently occuring problems for users and below we have provided some more detail.
Missing Information Many of our insights showed us problems regarding information that customers could not understand clearly and easily.
We had 56 responses to the general survey and 67.9% were tourists. Many of the users we spoke to and observed in primary research also outlined some of these key problems they experienced. Ticketing Passengers have queries about tickets, either about the cost of journeys or how they go about buying them properly. Planning Less familiar users of the services are unaware of efficient ways to plan journeys. They want to be able to plan and modify their journeys while on the go. They also wanted more information regarding includes routes, lines and delays.
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Wayfinding Most commuters find it hard to locate themselves in a station and cannot help themselves efficiently. The current signposting could be easily improved to show a variety of facilities and locations within each station.
experience Convenience Visitors utilize mobile technology but cannot use it underground. They carry paper maps. Outdated solution. Speed & efficiency People move fast through stations and need a new system. Trust People feel that they can’t trust the current help points because they have experienced no answers.
A fast application, that isn't 100% dependent on having internet connection. Because sometimes when you're underground, you can't use it.
Not 100% sure they work, is someone always on the other end?
Lack of self-assistance Passengers want to have better options for assistance, both self-assistance and staff-assistance.
A mix of more intelligent self-service, as well as readily available human support.
existing assets Cost issues Information points are expensive to install. Technical issues Current solutions not working The current help points are seen as emergency points only for most passengers. The systems are not fulfilling their role.
Tooling is incredibly expensive. Building on the underground costs a lot of money.
People are aware of better technology: You could try using iBeacons potentially.
Looks rather scary, i would only use in emergency, i would feel stupid talking into a box with people walking around.
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HOW MIGHT WE After analysing the research and identifying the major issues users are currently experiencing, we created some ‘How Might We’ statements. These statements helped to outline possible directions for concepts and led us to rephrase the brief.
35 STATEMENTS We created 35 final statements to help inform concept generation. Below are some of the main HMW’s that led to the development of our solution: 1. HMW inform passengers in a more convenient and clear way how to transfer between the lines? 2. HMW provide information on delays,strikes,overcrowded routes to passengers? 3. HMW provide a clearer suggested route to passengers before they travel? 4. HMW help passengers use digital services while moving? 5. HMW improve self assistance options on the London underground? 6. HMW provide more flexible language options?
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RE-PHRASING THE BRIEF Based on our research and the commuter issues we identified, we felt that trying to promote and improve the interaction with the staff would not be an efficient way of solving the current user needs. We found that the most common problems could be solved by designing better options for self assistance, improving the presentation of information and streamlining the existing assistance services so that staff are more readily available to help when they are actually needed. To more clearly outline a direction for concept development, we worked on rephrasing the brief. Below is the original brief alongside our amended version.
ORIGINAL Design a way for London Underground (‘Tube’) customers to interact with staff who are out of sight‌could include issues such as accessibility, location, fit with other assets and processes, considering the diverse passenger demographic
NEW BRIEF Improve customer assistance services by enhancing selfassistance capabilities and streamlining customer/ staff interaction on the London Underground. This includes issues such as accessibility, location, fit with other assets and processes, considering the diverse passenger demographic.
Basis for further design development.
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PERSONA 1 Zhang San TYPE Visitor
25 FROM China AGE
BACKGROUND: Zhang is visiting London for the first time. He is a junior engineer at a firm in Beijing who has travelled alone to visit a friend in the UK. He has planned his trip online prior to his visit but was unaware there would be delays and issues with his route. He was also unaware signal was limited in London Underground stations and cannot connect to the WiFi to work out a new route.
TASK GOALS: • Language barrier • Doesn’t know how to plan journey properly • Not familiar with London Underground • Doesn’t know where to look for staff • Finds it difficult to carry all of his luggage • Has difficulty finding signal while in the underground.
PAIN POINTS: • Wants a pleasant trip • Would like things to be simple and easy • Wants to be able to connect and communicate through his phone. • Wants to understand how to get to his destination quicker. • Wants to see and understand cancellation information that will affect his trip.
EXPERIENCE GOALS: Zhang wants to be able to find information easily if there is a problem with his route. He also wants to be able to check and discuss routes this with staff is he is unsure however he would like the option to find the information for himself when offline.
29 BACKGROUND: Alice was born in London but moved to the country when she was little. She is currently studying Computer Science at Surrey University but likes to visit London on the weekends to see some of her friends and shop.
PERSONA 2 Alice Robinson TYPE
Leisure user AGE 22 FROM Surrey
TASK GOALS: • Wants to travel on less busy lines but does not know the underground well enough. • Would like to be able to quickly work out the fasters routes in and out of London on her phone. • Needs a reliable, easy way to get information while on the move. • Wishes information was displayed more clearly.
PAIN POINTS: • Hates the crowds on underground services. • She cannot check her phone while she is carrying bags but must stop to work out where to go. • She does not trust the information points because she did not receive an answer last time she tried one. • Doesn’t like asking for help in front of her friends.
EXPERIENCE GOALS: Alice wants to be able to travel to and from central London quickly on quieter lines. She needs a way to check information and the most appropriate route without using her hands.
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30
PERSONA 3 Peter Davies TYPE
Everyday Commuter AGE 34 FROM London
BACKGROUND: Peter is a businessman who has lived in London his whole life and works in central London as a property developer. He commuters to work on the London Underground every day during peak hours and is familiar with the system to the WiFi to work out a new route.
TASK GOALS:
PAIN POINTS:
• He wants an efficient journey every time.
• Has to deal with large crowds every day.
• Would like to be able to quickly gather information while on the move.
• Doesn’t normally have enough time to seek members of staff when he needs help.
• Would prefer to help himself instead of spend time seeking staff. • Wants to avoid crowds where possible • Wants to get to and from work quickly.
• Finds it stressful when dealing with delays and even though he knows the network. • Frustrated by people who clog up platforms and stations.
EXPERIENCE GOALS: Peter would like to be able to get to and from work quickly and efficiently with as little effort as possible. He finds it stressful being underground during peak times and doesn’t like wasting time looking for staff. He wants a way to understand delays and information quickly while on the move or on the tube.
31 BACKGROUND: Lucy is a 41 year old HR worker who recently became disabled. Prior to her accident, she used the London Underground to get to work and has since lost confidence in doing so. She uses the tube to get from Tottenham to Waterloo on a daily basis but will not get the tube between other stations as she finds navigating station access stressful, especially in an unfamiliar location.
PERSONA 4 Lucy Flemming TYPE
Limited access user AGE 41 FROM London
TASK GOALS: • Would like to be able to organise staff assistance before making a journey so she has to wait around less. • She would like to feel more comfortable and confident while using underground services • She wants to be able to get from A to B by herself • She would like to be able to gather appropriate information with ease.
PAIN POINTS: • She feels like a burden to staff and other commuters. • She hates crowded platforms. Feels unsafe. • Always needs help getting on and off the train regardless of how accessible the station is. • Finds it difficult to work out which stations have full disabled access and therefore struggles to plan new journeys. • Finds the whole experience stressful and difficult.
EXPERIENCE GOALS: Lucy would like to be able to make journeys with confidence and ease. She wants to be able to plan a journey by herself and organise assistance in advance at any station if necessary. Ideally, she’d like to be able to complete a whole journey unassisted.
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CONCEPT GENERATION With the newly re-phrased brief, analysed research and personas to represent our target user, we created a number of concepts. Using CAD, sketchwork and renders, we were able to begin exploring solutions to a variety of user needs. We quickly realised that our concepts could be combined into three major directions for a design solution. After refining the options, we mapped them on a cost timeline which you can see below.
COST TIMELINE
LOWEST COST
1
1
2
HIGHEST COST
3
IMPROVED SIGNPOSTING By improving signposting, TfL could better outline the locations of facilities as well as the lines and destinations. In our research, we identified this is a major problem for tourists and some leisure users.
2
SEPARATING EMERGENCY AND INFORMATION
3
COMBINING EMERGENCY AND INFORMATION The third and final option was to combine the current features in an entirely new format. This is what most of the competitors around the world do however it will be the most expensive option to the need for extensive design, testing and installation of brand new multi-function service points.
This solution involved separating the current emergency and information functions from the current help points. In this way, we could design a more interactive, tactile information point for the target users without replacing the current surplus of help points.
After discussing the various options with the client, we decided that option two was the most appropriate solution to develop. It is however worth noting that improving the current signposting on the London Underground would also solve a variety of current user needs.
CHOSEN CONCEPT
1
2
3
33
1
SEPARATING EMERGENCY AND INFORMATION
IMPROVED SIGNPOSTING
2
3
COMBINING EMERGENCY AND INFORMATION
34
PRODUCT DEVELOPMENT SKETCHING After identifying a new direction, we began to design the new components of the system. We explored a range of designs and layouts for the emergency point. We needed it to be easy to install and clearly attract users attention so we settled on a round design and focused on the details.
GRAPHICS
We also created a number of 2D graphics showing simple versions of some of our sketches. These formed the basis for the final design. These images also allowed us to make quick changes to our design and explore details like speakers, lights, form and how to combine the design with external features such as instruction stickers.
35 We tested our designs and discussed details with people who have used the London Underground. They helped us to identify potential issues with designs and functions.
GRAPHICS
We considered a much wider variety of insights during the development of the information screens however the methods for product development remained the same. As well as a variety of sketches, we also created 2D graphics to explore layout, user interaction and the inclusion of new technologies such as NFC or iBeacon. User interaction was the major focus of the design as we wanted both staff and customers to be able to interact with the screens easily and comfortably. Alongside this, we also wanted the screens to fit into a variety of spaces in both large and small stations. Development led us to create a portrait screen with most of the features and technology contained within the product.
SKETCHING
36
UI DEVELOPMENT As well as product development, we used a number of different methods to ideate, test and develop the UI for both our app and information screens.
TASK FLOWS AND information architecture We started by outlining features that would solve user problems and arranging them in a task flow. This in turn helped us to map how each page will interact and connect to the next, creating a basic structure.
low fidelity Once we had a basic structure for the information and features we began to design screens in low fidelity. These sketches were then used to analyse and develop the information architecture and create final sitemaps. (See p.38 - 41)
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HIGH FIDELITY - APP With our structure taking shape, we began to develop high fidelity mock ups of screens for both the app and the information point. We wanted the design to be consistent but the layout and functions to be presented differently as users would interact with both parts differently.
HIGH FIDELITY - iNFORMATION SCREEN We used the same process to develop and finalise the information screens UI. Screen designs and layouts were tested with users during development to identify the most intuitive way to present information.
aPPLICATION
38
LANGUAGE
user flow HOMEPAGE LANGUAGE
SPLASH SCREEN
LANGUAGE
YOU ARE HERE
LONDON UNDERGROUND
EN
SP
FR
IT
GE
US
RU
BL
JA
CZ
CH
NE
PO
NW
SW
FROM
TO
UPDATES
LIVE CHAT
Loading screen/animation.
From the homepage, users can access all the main features of the app.
Back to previous screen.
Click to expand or move
LIVE CHAT SPECIFIC STATION HOMEPAGE
UPDATES
LIVE CHAT Hi Tom! How may I help you today?
LANGUAGE
MAP
I would like to know how long the Central line will be delayed for? Sure thing! Unfortunately we have a small signaling problem at Bond street. Normal service should resume within an hour. We are sorry for any in-convenience! Is there anything else I can help you with?
SEVERE DELAYS DISTRICT LINE CIRCLE LINE
Return to map view.
MINOR DELAYS BAKERLOO LINE CHARING CROSS STATION |
TO
TYPE A MESSAGE...
UPDATES 22/03/2017 (Tap for more info)
Request staff chat.
UPDATES
CENTRAL LINE NORMAL SERVICE EAST LONDON LINE HAMMERSMITH AND CITY LINE JUBILEE LINE
LIVE CHAT VICTORIA LINE
The live chat function allows users to ask questions to an AI staff member. The AI will be capable of answering a variety of questions and will forward the question to actual staff if it is unable to answer them.
The app recognises the users location using GPS and adapts the homepage background depeding on the station you are in. It will also fill our the ‘From’ field.
The updates page displays the status of all the underground lines. Users can tap each line to get updates and more information. They can also ask the app to send updates as notifications when there is a delay.
The language can be changed at any time by tapping the small language icon.
MAP VIEW
39
QUICK DETAIL
LANGUAGE
LANGUAGE
The map functions like a normal map but is adapted to London Underground stations.
Mansion House Dissabled acccess Loos Operating
Tap for more info
The map feature can be accessed by simply tapping on the background of the homepage. To get more information, users can simply tap the pop-up again.
JOURNEY PLANNER
BARONS COURT MARBLE ARCH
Cancel
By tapping on a station or attraction, a small pop up will appear. This pop up will provide users with quick information.
The map shows different stations and attractions on the London map in different colours. These can be changed using filters.
DESTINATION
JOURNEY DETAILS
Filter map results.
YOU ARE HERE
FACILITIES
3 LINES | 2 CHANGES | 9 MINUTES JOURNEY DETAILS
BARONS COURT
Reverse search.
MARBLE ARCH CHANGE ROUTE
PLAN JOURNEY (TIME) 11.20
(DATE) 01.05.17
11.21 When the user presses the search button it will illustrate the journey using a short annimation, adjusting the tube map, showing where they are and drawing the route out (highlighting the lines to take). It will take into account delays.
Mansion House
CONNECTED LINES
11.32
DISTRICT LINE
DETAIL VIEW
11.24
CIRCLE LINE
11.35
Crowd size.
DETAIL VIEW
11.40
STATION FACILITIES ENTRANCE
ENTRANCE
11.56 DETAIL VIEW
11.44
11.53 DETAIL VIEW
11.21 As well as the back key on screen, phone buttons also function in the app.
11.32 DETAIL VIEW
TOILETS
STAFF
Scrollable content.
Details of available journeys.
The new app will be connected to the new information screens. By tapping the phone on the display, details of a journey planned on the screen will automatically open the app on this page.
ATM
The journey pages allow users to see details about specific journeys and change elements of their trip.
Automatic
KEY
Tap Additional Note
INFORMATION SCREEN user flow
This sitemap details the features and layout of familiar users to gather information like delays users to search a variety of information with ea task flow simpler.
40 MAP
Tapping a station will bring up some information. Tapping this window will take users to the appropriate ‘Station Information’ page.
CHANGE MAP VIEW
EUSTON SQUARE BACK
LONDON MAP
EUSTON SQUARE LANGUAGE
BACK
TUBE MAP
LANGUAGE
Leicester Square Dissabled acccess Toilets Operating
Tap for more info
YOU ARE HERE
HOMEPAGE STATION NAME HERE
EN UPDATES
MAP
STATION INFO
The London Eye Waterloo Tube Station Victoria Train Station
SEARCH
LANGUAGE
PLAN JOURNEY
LIVE CHAT
The homepage contains all the main features in a tile format. These will be interchangeable and can beactivated and de-activated depending on the screens locaiton in the station. Tapping a tile opens the respective function. After 2 minutes of no activity, the screen will show the UPDATES screen.
SEARCH
Plan Journey
Plan Journey
The map page will allow users to view both the tube map and the London map. They can click on stations and attractions for more information or filter their search. The search funciton will suggest frequently searched options. Users will also be able to plan journeys from the map page.
By clicking on the map button at the top of the screen, users can swap between the London map and the tube map. The information screen knows where the user is and displays it on screen. From here users can search and filter attractions as well as stations.
Euston Square is the station this information screen has been installed in.
LIVE CHAT HOMEPAGE EUSTON SQUARE
FAQ
BACK Where am I?
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LANGUAGE London Example here
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London Underground Nearby locations
UPDATES
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Tap to expand
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Where is the... Example here
BACK
LANGUAGE
22/03/2017
DIMENSIONS Screen = 400mm - 600mm
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EUSTON SQUARE
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How do I get to...
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Welcome to London Underground Live chat! Above are some frequently asked ques�ons you might like to take a look at. Please select an op�on below to con�nue to start speaking to our online help desk.
SEVERE DELAYS DISTRICT LINE CIRCLE LINE
SPEAK
TYPE
MINOR DELAYS BAKERLOO LINE CENTRAL LINE
UPDATES
STATION INFO
LIVE CHAT
NORMAL SERVICE EAST LONDON LINE HAMMERSMITH AND CITY LINE JUBILEE LINE VICTORIA LINE METROPOLITAN LINE
The updates screen will display any delays to lines as well as the lines that are operating normally. From this screen, users can tap on a line to see any potential upcoming delays due to maintenance and get information regarding currentdelays to lines.
Before interacting directly with the live chat, to streamline the process, users will be presented with the FAQ of that specific station as well as the option to verbally ask a question or type it.
Microphone picks up verbal questions.
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the new information screens. The aim is to allow quickly while on the move and also allow unfamiliar ase. Most of the features are interconnected to make
NFC ANIMATION
Interchangeable button for map view.
JOURNEY PLANNER
JOURNEY DETAIL
EUSTON SQUARE
EUSTON SQUARE LANGUAGE
BACK
When a user touches the phone transfer button, the icon changes into a circular animation with two concentric circles rotating around a fixed axis. Holding the phone over the icon for 3 seconds will transfer the data.
LANGUAGE
BACK EUSTON SQUARE OLD STREET (TIME) 11.20
LANGUAGES
(DATE) 01.05.17
11.21
SYNC JOURNEY TO PHONE
11.32 DETAIL VIEW
11.24
11.35 DETAIL VIEW
11.40
EUSTON SQUARE
By tapping the icon below, you can send this journey to your phone. If you do not have our app, tap and hold to get a link!
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LANGUAGE
LI
DU
FR
CZ
EN ES ENGLISH
KN
PU PL SYNC JOURNEY TO PHONE
DETAIL VIEW
11.44
EAST LONDON LINE
(TIME) 11.20
UZ
11.53 DETAIL VIEW
METROPOLITAN LINE
11.21
NORTHERN LINE
Euston Square
Old Street |
CR
11.32 DETAIL VIEW
11.32
11.24
DETAIL VIEW
GO
(DATE) ATE) 01.05.17 01.05.17 A
KD
11.21
CIRCLE LINE
11.35 DETAIL VIEW
11.40
STATION INFO
UPDATES
UPDATES
LIVE CHAT
From the journey planning screen, users will be able to plan journeys between stations. The journey planner will automatically know the station you are in however the stations can be changed by using the search bars. Typing in a station will start an animation that shows the journey.
STATION INFO
LIVE CHAT
Journey Details shows the different options for the journey with more detail and different times. It also displays crowds.
NFC Technology installed within each screen. Animations in the software direct users.
LEICESTER SQUARE
11.44
11.53 DETAIL VIEW
11.21
11.32 DETAIL VIEW
PHONE TRANSFERS EUSTON SQUARE
CIRCLE LINE
LANGUAGE
BACK
METROPOLITAN LINE
EUSTON SQUARE
STATION FACILITIES
OLD STREET
ENTRANCE
ENTRANCE (TIME) 11.20
EUSTON SQUARE BACK
(DATE) 01.05.17
11.21
11.32 DETAIL VIEW
LANGUAGE 11.24
Hello and welcome to Euston Square. How may I help you today?
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11.40
TOILETS
ATM
STAFF
Ready to transfer. Hold device below.
11.56 DETAIL VIEW
11.44
11.53 DETAIL VIEW
Unfortunately I am reading delays on the Hammersmith and City line. I recommend taking the Circle line. It should be rela�vely quiet at this �me. The delays should not affect your journey. Can I help you with anything else today?
UPDATES
HOME
LIVE CHAT
11.21
HOME
The live chat feature will operate the same way as the app. Users willl be able to type or speak questions into the screen which will then be intepreted by a smart AI. This software will be able to answer a variety of questions. If the user is not satisfied or the bot cannot answer the question, it will be sent to the office to be answered by a member of staff.
STATION INFO
UPDATES
LIVE CHAT
One of the major features will be the users ability to transfer their searches, journeys and findings to their phones with a simple tap. By clicking on the transfer to phone icon and holding the device to the screen, the software will transfer the journey to the users device. If the app is not installed, users will get a notificaiton and a link to the app in the store.
We decided that the ticketing information would not be appropriate as part of the information screens as improved signposting would make the ticketing locations clearer. Ticketing information will be calculated as part of the journey planning feature.
Return to first screen. These buttons change to home if you are on the feature.
11.32 DETAIL VIEW
The new app will be connected to the new information screens. By tapping the phone on the display, details of a journey planned on the screen will automatically open the app on this page.
TYPE A MESSAGE....
STATION INFO
SYNC JOURNEY TO PHONE
DETAIL VIEW
What is the quickest way to get to Liverpool Street sta�on from here?
UPDATES
LIVE CHAT
LANGUAGE
EAST LONDON LINE
LIVE CHAT
STATION INFO
Languages can be changed at any time by clicking the ‘Language’ button. This will open a pop up like the one illustrated above.
CONNECTED LINES
Request to speak to a member of staff. Button is greyed out if no one is in the office.
Return to previous page.
DETAIL VIEW
UPDATES
STATION INFORMATION BACK
11.56
By tapping the icon below, you can send this journey to your phone. If you do not have our app, tap and hold to get a link!
Automatic
KEY
Tap Additional Note
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OUR SOLUTION
APP
INFORMATION SCREENS
EMERGENCY POINT
Our solution consists of three components. A new London Underground app, a new type of information point and a replacement shell designed to fit over existing help points.
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NEW EMERGENCY POINT
surround sound more efficient smart lighting accessible low cost
The new emergency point is designed to replace the existing help points. Based on our research, most custumers see the current service as emergency use only. The shape and title “Help Point� deter people from using them regulary so the unit has been re-branded and re-designed. The original information function has been removed and replaced with the new information screens. This means that less calls go through to the office for simple questions and the staff are more available to answer for an emergency if the emergency call button is used. The new design glows red to deter people from using them unless in an emergency.
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KEY FEATURES Clearly defined and separated functions Well signposted. Rugged shape to clarify function and back-lit shell for quick identification. Installed over existing help points. No additional tooling required for installation.
Fire alarm In-built induction loop
Gently back- Lit
Clearly signposted
Surround sound
Emergency call button Braille Smart lighting
New signposting will outline the features and instructions. The banner gently pulses red to keep users aware of its location when necessary. It is a low cost approach because it can be installed over existing help points. The new design is a shell which will sit over the top of existing help points.
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NEW INFORMATION SCREEN The new information screens are designed to enhance self-assistance services. They will enable all four target user groups to quickly and easily find information throughout the stations. They will provide unfamiliar users with journey planning and landmarks finding services and contain a smart AI instant chat feature which will understand and answer a variety of questions. If the screen is unable to answer the question, it will be forwarded to the in-station office when a staff member is present. For everyday commuters and leisure users, the screens will display delay and updates on the screensaver until someone interacts with them. The software has been designed in a tile format so that screens can be programmed to offer specific functions depending on where they are installed in the stations and networks. NFC technology is installed within the units, enabling users to link their phones to the screen to receive the information they need.
installation
The information screens can be installed anywhere in the station. They are easily mounted onto the wall and require a single power source. They are designed to fit comfortably into a variety of spaces so that they may be fitted in both large and small stations.
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KEY FEATURES *Adjustable height
Surround Sound Live Updates
Intuitive UI
Sleek, minimal design
Back- Lit
In-built microphone
Smart AI
The screen is designed to be height adjustable to allow more users to operate the system comfortably. It can be moved up and down under prescribed limit of 6� up or down from the central axis. The screen is mounted close to the wall to prevent accidental damage. The software can be used and developed to manage content. Content could be adjusted based on location of the screen as well as the station. In this way, users are less likely to congregate around the screens as their function is clear.
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NEW APP
JOURNEY PLANNER NFC capabilities LIVE UPDATES SMART MAPS LIVE CHAT
The new London Underground App aims to simplify the network and make journey planning more efficient and less stressful for all commuters.
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KEY FEATURES The new app has a number of key features which make it unique. We wanted our app to have a genuine appeal to consumers considering the wide range of available journey planning apps for London. It could therefore be a stand-alone app or could be combined with other exsiting services such as CityMapper. Established apps could be given access to exclusive features such as live chat, live updates and underground NFC technology. such as live chat, live updates and underground use.
Homepage Examples of main features.
Updates
Plan Journey
Facilties
Live Chat
The app will provide users with live updates on lines and delays.
The journey planner will animate journeys clearly and allow users to plan or alter their routes.
The app will know where facilities are within each station and display them in a tiered graphic.
The live chat feature allows users to communicate with a smart AI which can understand simple questions.
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STORY BOARD VISITOR PERSONA
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CONCLUSION In summation, our research led us design a new service that provides users with more self-assistance options and a flexible information services. It also enhances current assistance capabilities and streamlines staff interaction by providing users with more ways to solve common issues. By separating the existing ‘Emergency’ and ‘Information’ functions, we can free up more time for staff to complete their aditional duties thus making them more readily available when customers actually need them. We feel this system is more efficient for both the customers and the staff who are out of sight.
GROUP REFLECTION RESEARCH Due to the short nature of the project, our research had strict time constraints. While our research did provide us with lots of insights for development, further research would be required to improve and streamline our final solution.
DESIGN We feel our final design reflects an appropriate solution to the current user needs. While it solves most of the issues we found, there are other issues around cost and ticketing which should also be solved through further design work. The low cost option of simply improving signposting would be easy to implement and would also prevent a large number of current user needs.
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FURTHER DEVELOPMENT There is also an opportunity to further develop our solution. A number of comments and insights were gathered following the presentation of our concept to the client. These insights would prove useful when developing the system further.
CLIENT FEEDBACK After presenting our concept to the client, we were given some feedback that would be worth bearing in mind for potential future development.
APP Opportunities to partner with existing services. The app could also be made to work offline with development into underground wifi and iBeacon technologies.
INFORMATION SCREEN Overall an interesting proposal. TfL have tried some interactive touch points recently but they are expensive to install and people tend to gather around them causing issues. Management of content would be key to the success of such a product on the underground.
EMERGENCY POINT Very clear function and purpose. Design considerations for future would have to explore ways in which the new shell would fit over the existing 7 models.