TEAM 09 –1–
RAILWAY ACCESSIBLE FACILITIES
MEET THE TEAM
XIAO HU
XIALAN ZHENG
YUQI WANG
QIZHE WANG
JIAYI WEN
CHUNJING LAI
Architecture/UX
Industry design/UX
Advertising/UX
Animation/UX
Industry design
Industry design
A C C I L –2–
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CONTENTS
01
BACKGROUND •About RDG •Challenges
05
PERSONAS •Non smartphone user •Smartphone user
02
TARGET USERS
•Mobility difficulty •Hearing impairment •Visual impairment •Gantt chart
06
CONCEPTS •Feedback system •App •Device •Improvement •Road lines
03
REASEARCH •Secondary research •Role-pal ying •Interview •Limitation
07
SUMMARY/REFLECTION •Evaluation •Peer review
04
DATA ANALYSIS
•Key insights •How might we •Opportunities •Idea generation
08
STORYBOARD
•Feedback system •App •Device •Information in station
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GANTT CHART •3st Group Meeting •Prepare for Service Saf ari •Tutorial •Service Saf ari •Role playing and Observation Record •Service Saf ari Reflection •Secondary Research
•RDG Meeting •1st Group Meeting •Company Trip Reflection •Develop Logo Idea •Develop Banner Idea •Draft Project Direction Report
•Tutorial •Backg round Research •Personal Reflection
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•5st Group Meeting •Anal ysis Tracy ’s Report •Interview Pilot Study •Modified Interview questions •Interview Participant •Tutorial •Plan Interview of Feedback System •Interview Script
•Project Direction Report •Secondary Research •2st Group Meeting •Logo Design •Banner Design •Tutorial •Plan for Service Saf ari
•4st Group Meeting •Interview Plan •Tutorial •Reflection about Project Direction Report •Modified interview questions •Sampling and recuit participants •Service Saf ari Finding •Secondary Research Date anal ysis
•Wireframe of Application •9st Group Meeting •Tutorial •Functional Specification of Inormation Board • Peer Review •Low Fidelity of Information Board •Concept of Road Guide •Portable Device Low Fidelity
•Interview of Feedback system finding •7st Group Meeting •Tutorial •How Might We •Design Opportunities
•6st Group Meeting •Interview Key Finding •Tutorial •Interview of Feedback System •Date Anal ysis •Affinity Diag ram •Insights & Key Finding
•8st Group Meeting •Determined our Final Concept •Tutorial •Application Information Architecture •Sketch • Concepts of Feedback System • Concepts of Portable Device
•Presentation Reflection •11st Group Meeting •Concept System Diag ram •Tutorial •Booklet •High Fidelity Improvement
•High Fidelity of Application •10st Group Meeting •Tutorial •Peer Review Feedback Reflection •Storyboard Design •High Fidelity of Information Board •Prepare for Presentation •Portable Device High Fidelity •Evaluation •Test our Concept
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SECONDARY RESEARCH AIM In order to have a clear understanding of our project and collect data from existing resources. We did secondary research which could be divided into two parts, one is the limitations of existing services and facilities, and the other is the experience of target users' travel.
PROCESS 1. For the first part, We conducted data collection and analysis of the data from reports and official website of RDG. 2. For the second part, with the help of our tutor, we analysed a report of the Design School which related to the travel experience of disabled people and then extracted some key findings. –9–
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S E C O N D A RY R E S E A RC H
Limitations of existing services and facilities Few passengers check the information of the station for related facilities and services on the website. Information about accessibility at train stations is not always consistent. At over 99% of stations, the ramp must be used by staff. For wheelchair users, it is difficult for them to be guaranteed a place for wheelchairs. 89% of stations will be without staff in some parts of the day. A majority of “assisted” passengers don’t book assistance. The use of mobility scooters by older and disabled people is growing fast. Most people don't want to call for assistance when using facilities on the station.
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01
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S E C O N D A RY R E S E A RC H
02
Experience of target users' travel The travel of passengers is mainly divided into three phases: 01 Pre-trip 02 From entering start station to leaving end station 03 From boarding train to alighting train We conducted an analysis of this three phases of passenger experience, which can be further subdivided into preparations before travel, problems encountered in travel experience, how to solve problems, and ideal solutions. Users want to know the accurate location of facilities so they can get to there by themselves.
Users want to know the availability of the facility
Users must be assisted by staff when they use certain facilities or face with some problems.
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ROLE - PLAYING
Group member Yuqi perceived the real journey of the target user by playing a wheelchair user. Other members observed the details of the journey during the process of accompanying actors.
As main target users are disabled people who have travel experience. It is relatively difficult to recruit to do interview. In the initial stage, we used observation and role-playing methods to research user experience and get empathy with target users.
1
STEP1
Yuqi needed to get on the train by a ramp with the help of the staff.
2
Yuqi was placed in a wheelchair seat and there was an emergency call button on the table.
Yuqi tried to go to the toilet, but because the toilet’s logo was above her line of sight, she missed the toilet directly. She found it difficult to use accessible toilets in trains.
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Before arriving at the transfer station, Yuqi did not receive any information that the staff would wait for her on the platform.
5
STEP2
STEP3
3
4
STEP4
6
STEP5
It was the first time Yuqi transferred at Derby station and she felt difficult to find a transfer platform when in a hurry situation.
STEP6
On the train after the transfer, Yuqi's seat was next to the accessible toilet. This time she successfully found the toilet.
INTERVIEW WITH TARGET USERS
AIM
How we carry out the interviews We conducted semi-structured interviews with the users based on the interview questions prepared and took notes at the same time. In addition, we recorded the interview for transcription.
Understand the experience of users experiencing unavailability of facilities during travel, and their ideal travel experience and how they want to get facility availability information, discovering the pain points and design opportunities to improve their travel experience.
PREPARATION Since the target user is a minority, it is difficult for us to recruit participants. We tried our best to recruit them and got some participants' contact information. But in the end, we only successfully contacted two participants for phone interviews. Before the interview, we discussed the questions that needed to be interviewed, and then our tutor helped us modify that to get the final edition of questions. Then, we made a pilot interview to prepare for the interview.
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INTERVIEW WITH PUBLIC
AIM Understand the public’s attitudes and opinions on giving feedback of facility situations to the staff, and identify the design opportunities of taking advantage of the public to give feedback to the staff.
“Social media team can look into the situation and take a prompt action to resolve it.” “go to find staff member and tell them. not easily to find them in the train need because it needs internet.”
“I didn’t speak about the matter to customer service team to get a refund.”
HOW TO CARRY OUT We conducted semi-structured interviews with the public and asked participants about their experiences and opinions on how they give feedback of the facility situations to the staff.
“It would be easier uploading to social media cus not everyone has their apps. Plus the train company’s app is really difficult to use. So that needs improving.” “There are buttons to speak to people on the platform but I don’t feel comfortable using them. They don’t have any privacy and everyone would listen in.”
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primary & secondary
L I M I TAT I O N limitation of primary research: 01. .02. 03. 04.
The number of target users we interviewed with was limited. Some details did not tell clearly in the process of phone interview. The target users who were interviewed were only wheelchair users. The questions for public were limited.
limitation of secondary research: 01. We did not go deeply to see the differences of accessible facilities and services that different rail companies applied. 02. The psychoanalysis of target users when they face with different facilities out of work was not enough
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AFFINITY DIAGRAM We integ rated all the data collected from research and used affinity diag ram to externalize cluster insights from the findings of research.
KEY INSIGHTS • Users feel less confident about their travel due to the inconsistency of facilities in different stations because they are not familiar about the facilities. • Users hope to be guaranteed that they could get help at any time and be located by staff. • Target users need to know if facilities is available in advance so that they can make prepare. • Users don not want to search information by themselves, but want to be informed directly. • Public is willing to report the broken facilities in an anonymous way. • Visually impaired users: want to travel independently
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1 • Design a help button in the entrance of station.
• enable them to directly contact staffs.
OPPORTUNITIES
2
KEY INSIGHTS
Target users need to know if facilities is available in advance so that they can make prepare.
• Design an app to enable users to check facilities information of each stations.
3 – 18 OPPORTUNITIES –
HOW MIGHT WE?
• update the status of facilities efficiently. • enable staff to notice the unavailability of facilitie in time.
• Enable passengers to check the accessibility information. OPPORTUNITIES
• ensure that they can get help from staffs. • ensure the numbers of staffs.
• Design a feedback system to allow public to report broken facilities to staff.
2
HOW MIGHT WE?
Users hope to be guaranteed that they could get help at any time and be located by staff.
• Design a function in app for calling staff and allow staff to locate users.
1
KEY INSIGHTS
3
KEY INSIGHTS
Users feel less confident about their travel due to the inconsistency of facilities in different stations because they are not familiar about the facilities.
HOW MIGHT WE?
• make information clear to them without checking on their own. • enable them to extract the information they want easily. • make them feel more confident about information of facility.
HOW
We reframed as How Migh those challen for design.
4
KEY INSIGHTS
HOW MIGHT WE ?
Visually impaired users: want to travel independently
• enable them to travel more independently. • enable them get assistant and accompanied in time.
• Design a portable audio guide device for blind people.
• make good use of sound information to provide information for them. OPPORTUNITIES
5
MIGHT WE
d our insight statements ht We questions to turn nges into opportunities
KEY INSIGHTS
HOW MIGHT WE?
Users don not want to search by themselves, but want to be informed directly.
• create a smart device available to information communication. • update the states in time.
• Design an app to push the notification timely to users when facilities availability changes.
OPPORTUNITIES
6
KEY INSIGHTS
public is willing to report the broken facilities in an anonymous way.
4
5
HOW MIGHT WE?
• encourage public to report the issue. • make the report process easy and anonymous. • avoid wrong report
• Capture the problems of facilities through the public
• Design a button for public to quickly report the issue. OPPORTUNITIES – 19 –
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IDEA GENERATION Baced on the design opportunities we got from “How Might We”, our concepts were developed and can be explained from two parts.
1
FEEDBACK SYSTEM We noticed the problem that railway companies do no have enough staff to check every facilities in stations or trains. Passengers can be very useful because they are not only great number of users, but also testers.
2
INFORMATION TRANSFER We generated 4 different ways for information communication. Because target users have different disability , which results in limitation for them to use certain tools. Their preparation for train travel also varies a lot, which leads to diversification of the final solution. This is more like an information delivery system and its ultimate goal is to help more target users complete their train journey with confidence.
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PETER RAWLINS
ABOUT HIM
PAIN POINTS
Peter Rawlins has multiple sclerosis which he has affected his leg and cannot walk. He can't lift his own legs so he permanently use a very powerful motorized wheelchair to get around. He is retired and he go and see his daughter in London often. Each week have two Journey to London.
• His wheelchiar will be completely defeated by steps or stairs and he got trouble. • Accessable facilities are frequently broken. • It’s difficult for him to use toilet in a moving train. • Seats can not be guaranteed.
NEEDS AGE 65 years old
NATIONALITY British
GENDER Male
LOCATION Kent
TECHNOLOGY Not confident with smart phone
NON SMARTPHONE USER – 22 –
DISABILITY Mulitiple sclerosis which affected his legs and he can not walk
• Sometime need help. • The train entrances not aligned with platform so he need a ramp. • Need to know if the toilet on train available before getting into train. • Need to know how to transfer between trains.
GOALS • Easy to find help. • Feel more confidence about his train travel. • Travel smoothly.
ANNA STARK
ABOUT HER
PAIN POINTS
Anna is a lawyer who needs to use wheelchair every day. She works in a large law firm. Sometimes she travels by train to different cities and meets with clients. She lives in Leicester and need to attend some important conferences in different cities.
• The accessible toilet on the train could out of work sometimes. • No staff at the station to help her at the peak time in some stations. If she went back after 10pm, there would be no staff help her get out of the train. • The layout of train stations are different which make her feel nervous.
NEEDS AGE 38 years old
NATIONALITY British
GENDER Famale
LOCATION Leicester
TECHNOLOGY Smart device user
SMARTPHONE USER
DISABILITY Mobility difficulty
• Need more accessible toilets on the train. • Need some help from staff to board and leave the train. • Might need some guidance when she goes to unfamiliar train station. • Need to book the assistance before traveling.
GOALS • Complete the train journey independentl y. • Know the enough trains information before journey. • Travel with more confidence.
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CONCEPT DEVELOPENT We conducted further thinking divergence and design iterations through skteching, thinking about the user journey and key insights, enriching our concepts to make them more reasonable. In order to comprehensively consider each type of target user, we build all our concepts into a whole information service system.
01
02
FEEDBACK SYSTEM
PORTABLE DEVICE
A simple button is used to leave feedback or inform staffs. It is easy to understand for passengers.
Design for those who are not confident with smartphone. They need an additional product to improve better experience.
03
04 APP
A powerful app provides useful informations and reminds passengers according to their journey.
INFORMATION BOARD & LINE It could be useful as an additional tool to help passengers to access the facilities on the station.
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OVERVIEW
Staff Group
Maintenance
Our concept is a holistic service system which includes an information feedback system and an information transfer system to achieve our goal of capturing the availability of facilities and com municating this to passengers.
Feedback System
Application
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Portable Device
Improve Entrance
INFORMATION SERVICE SYSTEM
Ticket Machine
Through the feedback system, the public can easily and promptly give feedback to the staff about facility situations, so that a staff can arrange for maintenance. In the mean time, information is transferred to users by information transfer system through multiple channels.
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FEEDBACK SYSTEM PORTABLE DEVICE
01
It is comprised of a screen button andmanagement system, only aiming at toilets and lifts of the stationm as well as carriage.
STORYBOARD. It is the deliverable of our design, including four stories of five concepts. Each story represent different types of our target user :
01. Feedback system 02. App 03. Portable device 04. Information board & Guide line
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Interaction between passengers and staffs
HOW IT WOR KS
toilet is out of order
in maintenance passengers
Touching to inform staffs and tell other passengers.
staff
1
Staffs use their cards to turn it into maintenance.
STEP1
When a passenger touches the screen button, it will turn to be red with ‘ out of order’ on its screen.
2 3
STEP2
In the meantime, staffs receive the information and a staff might be appointed to check this situation.
STEP3
Being tapped the button with their ID, the red button will gradually dim and change to orange with ‘ maintenance’.
It clearly shows the state of the facility that passengers don’t need to be worried and fully know how the facility works. Besides, passengers are able to capture the the shiny coloured button more easily even though they just sit. It should be considerable that the red button can only be unlocked by the staff with their card which avoiding unnecessary mischief made by passengers and causing chaos.
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APP
02
App is designed for the target users who are confident with smart phone. It’s the most convienent way to get information anytime, anywhere. 02. App 03. Portable device 04. Information board & Guide line
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R Design for smartphone users
APP KEY F EAT UR ES
CLEAR FACILITIES INFORMATION Get clear f acilities information including accessibility, location and field photos at any time.
NOTIFICATION OF UPDATES Allowed to save one-time journey and regular journey to recei ve notification when there are any updates of f acilities availability .
NAVIGATION Provide map and navigation to guide users to navigate to f acilities with confidence.
HELP BUTTON Call staff for help anywhere during your travel, Can be located by staff quickl y.
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S I TE M AP SITEMAP
Search
Service
My travel
Login
Train list
Journey tracker
Find staff
Navigation
Preferences
On platform
Transfer
On train
In station
Facilities
Facilities
Call for help
My journey
In station
Travel map
Settings
Add regular travel
Manage regular travel
Accessibility in every station
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Red icon to show the unavailable facilities in the journey
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Search
Trip preferences
Search results
Search information of trains according their travel time.
Trip preferences options are provided to meet different users’ needs to make a quick search.
It only shows the filtered trains that match user’s preferences.
• Clicking “add journey” and get notification when there are any updates of facilities availability.
Journey tracker Shows the details of journey and the notes of unavailable facilities.
Manage regular travel
My travel • Manage your account information. • Review the saved journey.
Track my travel
Facilities information
Manage my travel
• Track their journey through the full map in real-time.
• Familiar with strange stations and the facilities there in advance.
• Save regular journey - no need to repeat the search.
• Know about the map of the passing station of the journey and the facility information in advance.
• Get notification of any undate in regular travel.
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Navigate yourself to access to the facilities
View your positon and route on this map
Real-time updated location of staff
Show the direction, time and distance Call for staff assistance
Service Can be used both in the station and on the train. Display different interfaces based on location. (train/station)
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Navigation
Call staff
• Navigate the transfer route directly.
• Show the distance from the nearest staff.
• Navigate to the nearest available facility.
• Staff are able to locate the user and come.
• Only show your location, you can choose where you need to navigate.
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PORTABLE DEVICE PORTABLE DEVICE
03
The aim of designing the portable device is to help for those who are non-smartphone users and visually impaired.
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7cm
2cm
COLLECT & RETURN Round and flat shape makes it lightweight and small whichnit is much easier for users to carry.
The portable device is collected and returned from the ticket gate. When inserting ticket into the machine, it will pop up from the front side of the gate. Users can choose if they need it or no when they are buying ticket.
headphone plug
prototype
first concept
modified
FUNCTIONS in an emergency, users can press it for 3 seconds
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can be buckled on the clothes’ pocket
The main functions of the portable device is to call out for help from staffs, locate the their positions and get voice message. The device will vibrate before getting voice message to remind users. In some emergency situation, users can press the OK button to call for emergency help.
Prototyping shows the process of concept testing. Then after given feedbacks by users, the device was updated from bulky and heavy to portable.
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IMPROVEMENT E N T R A N C E M AC HIN E & T I C K E T M AC H I N E IN ERFACE PORTABLE DEVICE
04 Wheelchair users and visually impaired users are difficult to read the information on the electric screen in stations because the texts on it are small and the position is high. to improve the ticket machine interface and the entrance machine to provide a way for them to access information in station.
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E N TRAN CE
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TI CKET MACHI N E I N ER FACE The improved ticket machine interface shows full trains information and availablity of facilities by scanning ticket.
Full information of train journey
Press this button to call staff
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ROAD LINES PORTABLE DEVICE
05
Intuitive visual ground navigation system directs users to the facilities.
STORYBOARD. It is the deliverable of our design, including four stories of five concepts. Each story represent different types of our target user :
01. Feedback system 02. App 03. Portable device 04. Information board & Guide line
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ROA D LINE
300meters The road line is used to connect each kind of disabled facility, for example toilet and lift, with coloured line. It shows the direction and distance between each facility, providing more convenience and flexibility to passengers.
50meters Lift which kind of facility
Accessible toilet
distance to the facility
Example: One disabled toilet is out of order, passenger can follow the line and find the another disabled toilet.
Prompt node
Road line
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02
EVALUATION
We did a user evaluation to test our design concept. During the evaluation, we gave the participant five different stages of scenario to let her imagine that she is ready to go to London from Loughborough by train. The five stages are : before travel, get the station, on the train, get the transfer platform, and leaving the station. We tested how she uses our design concepts in these scenarios and then get feedback from her to modify our design concept. 01. Test the feedback system
It’s very convenient for everyone to use. Let the public to get involved in this system is a good idea. 02. Test the app
It’s useful. She often feels nervous during travel. If she can own the app, she may feel more confident. 03. Test the portable device
She can carry it during her trip and easy to understand. 04. Test the information board
It would be useful if she can’t use the phone.
Two of group members evaluated the noticeboard in the station: 01.
If normal passengers use this at the gate machine, it could affect the people who wait behind.
02.
It can be better to put it in the “buy ticket machine”.
03. Add one physical button to call for help.
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PEER REVIEW FEEDBACK Why not redesign the toilets. Maybe your interface design is too similar with the trainline App. Even there is only the color is different. So maybe you ‘d better design a new one. Navigation – what kinds of need are there? About find staff: what if the staffs go somewhere else when you going towards them. What if I can’t wait for the next train when all things broke down. If the train is canceled. It is so trouble. Next train will be so crowd. The navigation is too much like a system diagram. Make it more visual. – 46 –
REFLECTION Most parts of our design have been tested to be feasible, but there are still some problems with the part of the improvement of entrance machine. It’s inconvenient for people to access information at the entrance machine. Our group had reflected on that and changed the way information is displayed in our final concept. At the beginning, we are very grateful for all the opinions because they helped us improve, but some of them we can’t do much better. For example, we did want to redesign the toilet but it was out of our brief so we gave up. Except of this, we mainly did 3 improvement basic of the review: 1.Improve the outlook of the hand-held device to let it become more accessible 2.Change some details of the APP to avoid it looking similar to other products,such as trainline. 3.Improve the function of navigation and the logic of train changing in the APP
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FEEDBACK SYSTE M Andy is a main character in the story of feedback system who travels frequently three times a week. When he was faced with problems, generally he would take photos or leave messages directly to the rail company on Twitter.
1.
When Andy finds that the lift is out of order, he touches the button and it turns to be red with ‘out of order’ on screen.
2.
The information is conveyed quickly to the department and a staff is appointed to deal with this problem.
He hopes the problem of public facilities can be solved in time so that it will be convenient to other passengers who need to user these facilities.
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The staff locates the passenger and arrives at the lift quickly.
4.
She taps the button with her ID. Then it changes to be orange with ‘maintenance’ . In this time, she is checking the lift.
5.
In the meantime, the information of ‘a lift is under maintenance’ is pushed to the related app.
APP Anna has mobility disability. It is very hard for her to travel by train as she needs ramp from staffs when getting on and off the train. It should be made sure that a spare space is available to place her wheelchair. And she also feels nervous to find toilet.
1.
staff receives the information and 4. The search for Anna’s location.
Anna is buying the ticket on app. She screens out all trains that have wheelchairspace.
5.
2.
A staff comes and bring a rampe to help her to get on the train.
The app shows the corresponding trains. She notices that accessible toilet is not available in the second one so she clicks on the first one.
anna needs ramp to get on the train, 3. Since when she arrives at the station, she uses the
the trip, Anna receives a 6. During notification push from the app and is told that a lift is unavailable.
app to call staff.
7.
Anna uses the navigation in advance and it guides her to the nearest available lift.
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1.
Joe is buying ticket at the station. The ticket machine asks if he needs a portable device for help. He clicks on ‘yes’ .
2.
He inserts the ticket and a small device pops up from the ticket gate.
his trip, the device vibrates and 3. During reminds him with a voice message that a lift is unavailable.
PORTABLE DEVICE Joe is a character in the story of portable device who is quite old and has poor eyesight as well as hearing. During his journey, he often couldn’t read the screen. And he is not quite familiar with using smartphone. Since he couldn’t see the signage clearly, it was very difficult for him to find facilities . He always need help from staff.
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4.
Joe presses the button to call staffs for taking him to the available lift when he gets off the train.
5.
A staff is already waiting for him and takes him to the available lift.
1.
Jack inserts his ticket gate. The button is used to help passengers call staffs.
2.
The information board on the ticket gate tells him that the toilet of his train is not available.
3.
Because his disability, Jack needs a staff to carry his luggage. He presses the button.
INFORMATION BOARD & ROAD LINE Jack only has one arm. He often feels inconvenient when he travels by train. He can not keep balance between carrying his luggage and getting into the train station. The worst case is that if he was rushing to catch the train and also wanted to see some information of the train, he have no alternative but to lay his luggage down and then take his cellphone out from pocket.
4.
A staff gets the information and come to the machine gate to help him in time.
5.
After geting off the train, he can quickly find the nearest toilet via the guide line on the ground.
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REFERENCE Papworth Trust (2015) Improving rail travel for disabled passengers in Britain.Papworth Trust. Rail Delivery Group (2015) On Track for 2020? The Future of Accessible Rail Travel Final Report. Rail Delivery Group. Rail Delivery Group (2017) Working together to build an accessible railway for all. Available at: https://www.raildeliverygroup.com/about-us/our-blog/2017-cp/469773473-2017-11-14.html (Accessed: 14 November 2017). Tracy Ross, Andrew May, Andrea Burris (2016) Passenger and staff requirements, resulting propositions & evaluation. Design School, Loughborough University.
Images: https://orr.gov.uk https://www.networkrail.co.uk/communities/passengers/planning-a-trip/ http://www.railtechnologymagazine.com/Rail-News/lu-confirms-75m-fund-for-step-free-access https://www.virgintrains.co.uk/experience/assisted-travel https://www.flickr.com/photos/alanroygbiv/3376844266 https://devonvisitor.blogspot.com/2012/01/paddington-railway-station.html
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