Personalized help point system
1418631 Chang-Hsing Lin
Contents 5 6 7 8 9 10 13 14
Recap Aim & objective Background Insight from group research Further individual research Problem statement Individual research Insights Value canvas
15 16 17 18 20 21 22 23 24 27 30 31
Concept Objectives Existing solution & problems Design opportunities Expert interview Idea generation Big idea Service image Touchpoints Benchmark Differentiation Concept presentation
32 33 34 35 36 38 39 40 42 43 44 46 47 48 49
Development Design requirements Offering map Service blueprint Branding Task flow Paper wireframe prototype Digital prototype Design evaluation Idea sketching Cardboard prototype CAD modeling & FEA analysis RP prototype evaluation Development presentation User interview
51 52 53 54 55 57 60 61
Deliever System diagram Branding Application Wearable device Storyboard Final evaluation Summary
3
Methodology
4
Recap
6 7 8 9 10 13 14
Aim & objective Background Insight from group research Further individual research Problem statement Individual research Insights Value canvas
5
Recap
Aim & objective Aim To design an easy-to-use public transport mode to improve the transport experience of people with and without disabilities.
Objectives
1
System
To enhance the user-accessibility of the transportation system by creating a big impact at a low-cost.
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2
Service
To help providers improve the transport service by making it more accessible to a wider range of users.
3
Experience
To improve the transportation experience of moving around the city for people with and without disabilities.
Recap
Background
1. Total travel amount of average journey number in London from 2000 to 2010.
The London transport system is managed and developed by Transport for London. The network incorporates trains, the underground, buses, a light railway and London Tramlink among others. The transport system has been developed and expanded for over a century; however, it cannot be accessed by every citizen. To address the accessibility problem for disabled people, different modes of transportation have been designed such as the Dockland Light Railway, but limitations remain, especially due to the age of the system. On the right, different figures show the transport situation in London. Figure 1 clearly demonstrates the increasing trend of journey numbers every year - around 28.7 million in 2010. The percentages of significant changes by mode from 2000 to 2010 are shown in Figure 2. Buses have changed most [+57%], then rail [~+40%] and the underground is +14% in this decade. Chart 3 shows that public transport use was greater than cars and walking. According to both usage and the percentage change, buses are used most for daily journeys. Underground and rail modes both have around 10%. As a result, the public transport system in London is significant to citizens for everyday journeys. Therefore, it is important not only to improve the operation of the system, but also to provide good customer services and experiences.
Millions of journey stages with all modes
2. Percentage change by mode from 2000 to 2010
39% Rail
14% Undergorund
57% Bus
3. Daily journey stages by mode in 2010 Rail : 9% Underground : 10%
Car : 35%
Bus : 20% Walk : 21% Research data from TFL Travel in London Report 4
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Recap
Insight from group research 1
Accessibility
- Facility upgrades are limited due to the age of some stations. - Ramps and lifts help less-mobile people overcome accessibility issues. - Disabled people need to plan their journeys since not every station has easy access. - Stairs could be a barrier for people with disabilities in moving around.
3
Visual
- Inconsistent access to each station affects people with limited mobility and the visually impaired. - Help and assistance tends to be favour wheel-chair users rather than other disabilities. - It can be difficult to navigate without help if a journey is being undertaken for the first time. - Difficulties finding correct platforms and trains occur for visually impaired people.
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2
Safety
- Many passenger facilities are not designed for disabled people. - The design of facilities does not cover a wide range of situations. - Designs that ensure the safety of differently disabled people are a serious issue. - Difficulties requesting help in an emergency still occur.
4
Communication
- The priority seats in the London underground are not clearly marked. - Problems can occur if the station staff are not available to help when boarding a train. - There is a communication barrier so that sometimes people fail to help other commuters, as they don’t know how to approach them. - Weak assistance for communication between passengers and staff.
Recap
Further individual research Disabled commuter’s journey research Research data from TFL conducted by Accent (2010)
7% Wheelchair Users
79%
85%
Used underground for their journeys
Travelling alone
78%
48%
Do not know staff assistance on platform
Only 48% feel comfort on train journey
10% Deaf
11% Hearing Impairment
26% Visual Impairment
Main disablilty of assessors by underground
44% Mobility Impairment
The journey research shows the situation for disabled commuters travelling in London. The main disabilities are people with limited mobility and visual impairment: 44% and 28%. Nearly 80% of disabled people used the underground for their journey and 85% of people are travelling alone. However, 78% of respondents do not know that staff assistance can be found on the platform and nearly half indicate that they do not feel comfortable on train journeys.
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Recap
Problem statement 1
4.The quality rating of considerations made for disabled people in designing the following % Poor Black cabs
According to the attitudes of disabled people to public transport research study from DPTAC (2002), people with a disability travel less than the general public. They often use taxis, minicabs and buses. Usually they use telephone services to obtain journey information. The consideration for transport included the difficulty of use and the frequency and reliability of transportation. However, they had clear expectations for future transportation systems. They will use public transport if improvements are made e.g. the quality of service and information and the integration of modes. The figure on the right shows the quality rating for designs that consider the needs of disabled people. Disabled users had a poor opinion about designs of buses, trains and stations. Moreover, over 50% of people rate the quality of street and pavement designs for disabled people as poor.
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48
Airports
5
Planes
7
Ferries
6
Coaches Buses
% Good
25
31 25
+39 48 +26 31 +18 25
19
+13 19
23
-2
23
-6
36
-6
25
42
36
Bus stations
31
Train stations
29
18
-11
18
Trains
29
16
-13
16
-34
23
Streets & 57 pavements
25
23
989 respondents Source from MORI 10
Recap
Problem statement 2 5.Satisfaction research by disability ( the numbers show the percentage of dissatisfied opinions )
Audio or visual information in ticket hall area
Figure 5 demonstrates the difficulties of obtaining information in different situations by disability. Around 15% of the people were dissatisfied or very dissatisfied with the audio or visual information in the ticket hall and platforms. People with hearing impairment find it especially difficult to receive information [27% in the ticket hall and 36% on the platform]. Next, 33% of wheelchair users were very dissatisfied in the ticket hall which might suggest redesigning information to consider disabled people. Also, 22% of people with visual impairment have difficulty with information announcements on the platform. Hence, the communication of information to disabled people needs improvement.
16% Overall
27% Hearning Impairment
33% Wheelchair User
Information announcements at platform
17% Overall
36% Hearning Impairment
22% Visual Impairment
Research data from TFL conducted by Accent (2010)
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Recap
Problem statement 3 Figure 6 shows the information quality, comfort of the journey and usability of facilities for disabled people from the disabled commuters’ journey experience report (Transport for London, 2010). Firstly, the overall visual and announced information on the platform and train caused dissatisfaction [16% and 19% respectively]. Secondly, nearly 25% of people do not have a comfortable experience during their train journey. Finally, the research into ease of using facilities shows that, overall, 22% of people is dissatisfied whilst the ease of getting to the platform for people with mobility impairment had 34% dissatisfaction. Comparing with lifts and escalators, stairs are the most difficult to use with 27 % dissatisfaction overall. From the report, people felt uncomfortable and tired after using stairs and the reasons for an unsatisfactory journey experience are mainly due to overcrowding and seat problems.
6.Satisfaction research by disability ( the numbers show the percentage of dissatisfied opinions )
Visual information on platform
Announce information on train
Comfort of train journey
16%
19%
24%
Overall
Overall
Ease of getting to the platform
Overall
Ease of stairs using
22%
34%
27%
Overall
Mobility Impairment
Stairs
Research data from TFL conducted by Accent (2010)
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Recap
Individual research Insights The insights gained from individual research are divided into three parts: assistance, journey experience and communications. Additionally, those from group research will be considered in the value canvas tool at the concept development stage.
1
Assistance
- Disabled people are unaware that assistance from staff is available. - Expect improved service performance. - Demands for assistance for getting on the platform. - Difficulties requesting assistance.
2
Journey Experience
- Feel uncomfortable when using the transport. - Some facilities are not easy to use or out of use. - Mobility difficulties occur in crowds or at peak times.
3
Communication
- Poor design consideration for disabled people. - Difficulties of obtaining visual or announced information. - Visual or hearing impairment and wheelchair users were most dissatisfied.
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Recap
Value canvas - Enhance the help service performance - Expand the help point system for widely using - An approach to plan journey not only by web - Create different ways of asking a help sssistance
- Assistance from TFl staff or other customers - Using help point service to obtain information - Plan journey online firstly - Using emergency call
Big idea - Adding new function of the existing help point system - Request help easily in different ways - Plan journey through smartphone - Promote the help service by branding
Gain creator
Gain
Pain reliever
Pain
- Improve the existing facilities for disabled users - Increase awareness for helping customers - An approach to request a help easily - Better way to receive information
Proposal 14
Scenario
- Disabled people traveling in London - Traveling alone without assistance - During the peak time
- Difficulties of facilities using - Feel uncomfortable during the journey - Difficulties of obtaining information - Hard to move around when crowded - Assistant service not available
Existing situation
Concept 16 17 18 20 21 22 23 24 27 30 31
Objectives Existing solution & problems Design opportunities Expert interview Idea generation Big idea Service image Touchpoints Benchmark Differentiation Concept presentation
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Concept
Objectives According to the RSA brief and insight results, the individual project focuses on the improvement in transport journey experience. The journey experience addresses the issues of help and safety experiences and develops from help services and communication points of view.
Help Service
Experience
Journey Experience
Help Service
Communication
Using the views of TFL and customers, to create a better journey experience on safety and assistance issues when travelling in London.
To discover the problems of the existing TFL help service and explore different solutions to support customers’ journey experience.
To improve the approach to communication thereby minimising the gaps between users and the TFL service.
Communication To improve the transport experience for disabled people and other customers by enhancing the performance of the help service and communication areas.
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Concept
Existing solution & problems The existing help solutions include help from staff or other customers, hardware devices installed in different places, website and travel support card. However, these solutions are not close to individual users and have different problems for improvements.
TFL Staff
Difficulties for TFL staff in caring for and helping every customer during peak times.
Other Customers
Not every customer knows how to help in different kinds of situations, especially the assistance needed by disabled people.
Emergency Alarm
The emergency alarm can only be used in an emergency situation and customers are not familiar with that.
Plan Journey on Website
The free access journey planning service can only be used by accessing a website on the Internet, which does not meet the full range of different situations and needs.
Help Point
The help point system can only be used by the interaction between speaking and listening. It can also be out of use.
Travel Support Card An additional card needs to be carried when travelling. It is inconvenient to update information on the support card. 17
Concept
Design opportunities
The image on the right illustrates the process for discovering design opportunities. Different areas of opportunities have been explored and categorized into 6 areas and further details shown on the next page. The overall results can be summarized by saying that the different public transportation help services have not been wellintegrated so making it difficult for customers to request assistance. As a result, the design opportunity for experience-improvement is the enhancement of the help services provided for individual users.
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Concept
Design opportunities Public Transportation - An integrated service system for each mode of transportation. - More improvement possibilities in tube journeys.
Problems
- To decrease the gaps between customers and TFL. - A consistent design throughout public transportation. - A new solution for announcements to customers.
Type of Experience - To develop clear user-friendly solutions. - To ensure that users feel safe and comfortable during journeys.
Disabled People - Prioritise services to the mobility- and hearing-impaired. - A convenient way for users to plan a step-free journey depends on the situation.
Help & Assistance - Improved access to help services even at peak times. - Facilitate communication between users and TFL.
Help Sevice - To expand the help service closer to the individual users. - To improve the existing TFL help point service. - To design and promote a help service as a brand activity. 19
Concept
Expert interview To investigate the difficulties users have when requesting help and emergency services, an interview has been conducted with Doctor Ying-Chu Chen a family medicine physician. From the results of expert interview, the direction of wearable devices was defining to measure the user’s data and request help automatically. The key results of the interview are as follows: - Not only patients with disabilities have problems requesting help, people feeling unwell or in an emergency situation also find it difficult. - In an emergency, doctors usually check patients’ symptoms (e.g. fainting, unconsciousness, chest pain), vital signs (heart rate, breathing, body temperature, blood pressure and oxygen) and take an Electrocardiogram. - Patients need to be monitored regularly; especially high-risk patients (e.g. with heart failure). - Normally, clinicians first measure the pulse and breathing. If they have no equipment, not everyone knows the correct course of action. - To help understand the patient and make decisions, it will be better if the staff can provide the patients’ health condition and medical information for clinicians in the ambulance.
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Ying-Chu Chen Family Medicine Physician
Concept
Idea generation - Responses to users’ queries should be requested directly through the app. - TFL staff can read and understand about users’ condition from medical ID records on a device in emergency situations.
Big Idea An affinity mapping approach can help generate new ideas. The process of affinity mapping is shown on the right side and the final insight for big ideas have been selected and listed in the blue area beginning with the problems and design opportunities based on previous activities. The ideas have been generated and determined from the three main areas: help service, wearable devices and applications. An extra area on how to expand the help point system was considered in order to improve the awareness of help services.
Help Service Wearable device
Help point expansion
App
- To send emergency requests automatically by heart rate monitoring. - To request assistance by pressing a button. - Chips record users’ data for interactions with staff, the help point system or other facilities. - Let users request help easier depending on the situations. - Send key information to the staff in emergency situations. - Provide first aid instruction on the app and help point system in order to guide users in an emergency. - Select customized assistance record and request assistance from staff. - Provide users’ needs and location to staff. - Extra essential function to bring convenience to users such as journey planning, oyster account payments and medical ID record on the app and wearable devices.
- To create connections between the existing help point system and individual users through interaction with wearable devices. - To promote service as a brand for users to understand the help service and help point increases the help action awareness for all.
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Concept
Big idea Personalized help point system To develop a personalized help point system and improve the existing TFL help point service from a passive to an active one. The system is a wearable device and application integrated with a help point to improve journey experiences for public transport customers in London.
Help Service Help point system
Experience Emergency
Transport for London
Communication Promote the new TFL help point service as a brand e.g. oyster card in order to familiarise customers with the help point services and how TFL can help customers.
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Information
Application Based on the help point service system, the application has additional personal functions for individuals. Also, it interacts with a wearable device to help users improve their journeys.
Wearable device
Help point service
A convenient solution to help users send a help request automatically and/or manually along with other functions to help individuals.
Expanding existing help point services to meet different demands from individual users with more interaction and guides for customers.
Concept
Service image
Emergency Information
Help point system
TFL Staff
Application
Cusomer experience
Wearable device
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Concept
Touchpoints - Emergency
1 User
When a user feels unwell and heart rate is falling.
2 3 4
The app will send an emergency request to staff or can be cancelled by users.
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6
1 TFL staff
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TFL staff will receive users’ emergency requests and find the users by the location provided. (Staff can read the user’s medical ID on the device to understand the user’s health condition.)
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7
3
8
2
9
5
Concept
Touchpoints - Assistance
1 User
A manual assistance request could be sent by a wearable device or application.
1
2
1
3 3
4
2
5
TFL staff will receive an assistance request from the user with request and location details. TFL staff
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Concept
Touchpoints - Daily using
2
3
4
To edit customized user selection and send data firstly to a device and then interact with the help point system.
1 User Add medical, ID or help-support information to the app.
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1
2
1
2
Plan step-free journeys by app without using the Internet.
Concept
Benchmark - Olive Olive is a developing project that helps users manage their stress through the wearable device and application. The wearable device aims to be a bracelet suitable to the occasion. It will measure different data from users and show an analysis of the information for users to manage their stress. Strength: - A wearable device that complements the user’s lifestyle. - The position of the product is as an accessory. - The function and usability of the product have been well-considered. - Comprehensive design for both device and application to achieve the objectives of the projects. https://www.indiegogo.com/projects/olive-a-wearable-to-manage-stress
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Concept
Benchmark - Visi
Sotera wireless ViSi mobile is a medical solution that monitors and provides user health data to nurses and doctors and allows their interventions. This medical solution included the devices and platforms for clinicians to view the patient’s condition by desktop or tablet. Strength: - User-centred design for the device. - Professional delivery of data for clinicians. - Well-designed user instructions. - Meets the specified situations.
http://www.visimobile.com/visi-product-info/
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Concept
Benchmark - Noto Noto is a communication system for outdoor sports. The concept started from the kite buggy experience, but it is also suitable for different kinds of outdoor activities. Strengths: - Focus on one aim of solving the communication task during outdoor sports. - Complete design process in the final delivery. - The final concept of the product has been described and fully explained. - Clear design communication presented using sketches, rapid prototyping and pictures. https://www.behance.net/gallery/11614395/NOTO-Group-communication-during-outdoor-activities
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Concept
Differentiation The differences between the personalized help point system and other benchmarks have been compared in the graph. The compared areas have been defined in 6 areas for the personalized help point system. Although each benchmark has a high quality standard, it might not fit the areas considered for this project.
Different solutions can be integrated together
Added value to users
The blue line illustrates the objectives that are to be achieved in this project compared with the benchmarks. The most different areas to focus on are simplicity and the added value for individual users from the overall wearable device and app points of view. Therefore, important extra areas are the usability of the device and the app operation
Fitting the situation
Simplicity
Low
Personalized help point system
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Interaction experience
Usability of operation (user-centred design)
Concept
Concept presentation feedback The individual concept has been updated after discussion, meeting and feedback from the first concept presentation. SWOT analysis of presentation feedback Strengths: - “Service image� slide is very effective for communication an overview of the concept - Clear concept presentation - Good design opportunity to extend the existing help point Weaknesses: - Only focus on underground (should have wider applications for other transports) - Better to show the system differentiation from other related system Opportunities: - TFL providing the system is interesting. To develop this aspect of the proposition - To show the system differentiation in the development process Threats: - Could this system have wider application 31
Development 33 34 35 36 38 39 40 42 43 44 46 47 48 49
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Design requirements Offering map Service blueprint Branding Task flow Paper wireframe prototype Digital prototype Design evaluation Idea sketching Cardboard prototype CAD modeling & FEA analysis RP prototype evaluation Development presentation User interview
Development
Design requirements The design requirements have been defined for each section to develop during the design process. The design challenge in this project is to integrate hardware and software to meet the user’s needs and keep the system simple to use. Design priority: - Develop the solutions to fit the situations. - Consider the overall user experiences provided.
Function / Usability
Application
- Emergency and assistance request with the location provided to TFL staff. - Journey planning with travel information announcements. - Medical, ID, travel support and oyster card support. - First aid instructions included. - Customized settings and feedback given.
Wearable device
- Send an emergency request automatically by monitoring the heart rate. - Request help/assistance manually by pressing a button. - Medical data can be written on the device firstly for staff to read in an emergency. - Chips inside can be used for payment and interaction with the help point system.
Personalized help point system Emergenc y Informatio n
To develop the system as a brand and promote the help point service to allow customers to become familiar with using the system as a brand exercise.
User experience - To develop the UX/UI based on the usercentred design and follow the guidelines. - To keep the design consistency between the TFL website and the help point system. - To create the brand image as part of the app. - Keep the wearable device simple and easy to wear in daily use. - Consider different experience with the use of a wearable device such as wearing on and off, misuse prevention, charging and device operation.
Process - Define the task flow - Draw paper wireframes - Develop a digital prototype - Usability testing - User interviews - Facilitate for final delivery
- Sketching ideas - Making cardboard prototypes - CAD modeling - FEA analysis by Solidworks - Rapid prototype - User interviews - Facilitate for final delivery 33
Development
Offering map The offering map shows the main function provided by the personalized help point system. It is divided into three parts: the application, the wearable device and the help point service based on how to help customers to have better journeys.
Application
Wearable Device
Personalized help point system
Help Point Service 34
Development
Service blueprint
The service blueprint is based on the offering of maps and user journeys to explore and define the function of the application, wearable device and service delivery based on the customers’ actions. The journey can be divided into three parts: preparation, daily use and requesting help. The additional function and details of the development requirements have been defined at this stage. 35
Development
Branding
Brand Image mood board
The personalized help point system is integrated with the existing help point, the application, the wearable device, TFL staff service and other facilities. Therefore, it is important to create a brand to promote the help point service. The brand image is based on the context of providing assistance for customers and related to the existing TFL image.
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Development
Branding
The idea of a brand logo was generated from the TFL logo and adding the help service elements into the design. The first idea was considering the interaction and customer relationship between TFL and customers. Eventually, the final edition of the design concept combines the TFL staff service and a new digital way of providing it.
Help H elp e p Poin Point int Help Hl H elp Point P Poii t
Final design
Help HelpP H lelpP l Poin Pi Point i t Help Point
Help Point Help Point
Help Point
Help Point 37
Development
Task flow
The task flow has been decided from offering the map and the service blueprint. The menu includes six selections; however, it is complicated for users to operate. Therefore, the convenience of operation needs to be taken into consideration from the usercentred design view in the wireframe stage. The overall flow diagram mostly has three steps and back to the home page when complete.
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Development
Paper wireframe prototype Medical ID
Oyster payment Travel support card
After considering the overall usability and UI guidelines, the priority of the function buttons has been place in the middle of the screen. As with other screens, the layout has been designed for consistency by using the same elements and scale. The design areas from the user-interface to ergonomic guidelines: - Consistency of design style (e.g. terminology, icons, and colours). - Keep the tasks simple. - Limitations of human memory (create the tasks into short linear order). - Information feedback (provide the response appropriately).
Home Journey planning
Assistance request
Emergency
Service feedback First aid instruction
Settings
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Development
Digital prototype
Instruction
Travel information broadcast
After testing a paper prototype, the digital prototype was developed keeping the same style of design as the TFL website and the new branding of help points.
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1 5 1
3 4
2
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First Aid instruction
2
Emergecy request ( Automatically )
3
Access free journey planning
5
Meddical ID
Travel support card
4
Assistance request ( Manyally )
6
Device settings
Service feedback
Oyster card
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Development
Design evaluation Thumb zone
Evaluating the use of the interface is based on the thumb zone of control. A majority of buttons is located in the natural zone and second priorities for lower usage are placed in the stretch zone. To ensure reachability, most selections are not in the Ow zone. The operation interface aims to work intuitively. Moreover, the physical travel card has been integrated into the application. So it is important to examine the way in which it is shown the travel help information to interact with other people. The approach confirmed that the device could show the information easily to replace the physical card.
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Travel support card
Stretch Stretch
Natural Natural
Development
Idea sketching for wearable device
The sketch shows the process of idea generation in a different form. During the sketch process, the model’s shapes have been explored both as a watch and following new trends for wearable devices.
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Development
Cardboard prototype
From the sketches and making the cardboard prototype, different types of models have been made to identify the most wearable design.
This shape of design is more comfort and easy to wear on the wrist.
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Development
Final sketch for CAD modeling The final design has been redefined to fit the situations before CAD modelling. The angle of the help request button has been defined to prevent accidental presses. The way of charging the device is to plug into the top of the body, and the cap should be impervious to water in daily use.
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Development
CAD modeling & FEA analysis The model has been made and brings to the FEA studies for analysis the strength of the device through Solidworks. According to Image 1, it can be seen that the whole part passed the minimum safety analysis. Image 2 shows most of the part does not change from the stress except for a little part near the button. Therefore, the model can be printed for testing.
1. SimulationXpress study analysis - Factor of safety
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2. SimulationXpress study analysis - Stress
Development
RP prototype evaluation Both visual and functional models have been printed for testing. - Image A shows how the device could be charged and fixed stably with the package stand. - After the wear test on the wrist, it is comfortable to wear on and off even with a watch (Image C.). - Image D shows that it is convenient to operate when making a request; also the design could prevent accidental operation in daily use.
A.
B.
C.
D.
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Development
Development presentation feedback The development stage has been updated after getting feedback from the development presentation. SWOT analysis of presentation feedback Strengths: - A system linking help monitors apps makes very good sense - The wearable element is good and distinctive Weaknesses: - Need detail development which is responsive to how people feel about the system - Need to know how it works for users and TFL - What specific hardware does the wearable device use Opportunities: - The system can have widely application not limited to underground Threats: - How this can affect privacy, independence
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Development
User interview
The shape is nice and simple, its minimalistic design works as an advantage for anyone
A quick app without so many pages and buttons so that’s an advantage when you are in an emergency situation go straight to the problem.
User: Johnnis Hadjipapas
I believe the use of an app and a wearable device makes sense and is necessary in these days where everything is built around technology. By this solution, I can easily ask for help anywhere without the need of trying to find someone and continue asking until I found the right person for my problem; and you never know when you would need it in an
The app is simple and straight to the point emergency situation. -The device can be worn for a long time because it is just a bracelet and is not noticeable. -In emergency situations for a simple button click => help - Could be a section on the app where the user can find instructions how to use 49
Development
User interview
Is easy to use. The user interface is really easy to understand.
User: Andres Munoz 50
For the overall experience, the solution is a very innovative service. A quick app without so many pages and buttons so that’s an advantage when you are in an emergency situation go straight to the problem. I believed it could be very useful and I will definitely recommend this app to other people. Some people have difficulties whilst using the transport
system. Every help that a person can find is welcome. Try to make it as simple as possible, but overall is looking really good as it is
Deliever
52 53 54 55 57 60 61
System diagram Branding Application Wearable device Storyboard Final evaluation Summary
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Final deliverables
System diagram Overall system from users
Wearable device
Application
Help point
TFL services
Emergency request End of services
Assistance request
Step-free journey planning 52
Final deliverables
Branding
Help Point A
Help Point
B
A. Show how the brand can be used to enhance the identification of help point B. To promote the help point service through branding 53
Final deliverables
Application
Help Point
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Final deliverables
Wearable device The whole device will be delivered with packaging. The material of the body is silicone, to ensure flexibility, with the other parts being plastic. Different colours will be provided for different users’ needs.
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Final deliverables
Wearable device
Flash memory chip
NFC chip
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Buzzer
Rechargeable battery
Push Button
Vibration motor
Hear rate monitoring sensor
Final deliverables
How it works - daily used 1. Plan a step-free journey by application
2. To show the travel support card to others when needing a help
5. Receive the travel information from the app
6. Change the route by interaction between device and help point
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3. To pay the fare at the side of bus through werable device
4. Wheelchair ramp would be provided automatically from reading the device
7. To request an assistance by device or app
8. Receive a response from TFL staff
-Press button three times for the request -Receive response from vibration
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Final deliverables
How it works - emergency situation 1. Send a emergency help request automatically
The buzzer and vibration will be activated when sending an emergency help request
3. TFL staff or other users could give help by following the first aid instruction
2. The emergency help request can be canceled
Press button 3 seconds for canceling the request
4. TFL staff could provide a user’s medical condition to clinicians firstly
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Final deliverables
Final evaluation The final evaluation method is based on the way of achieving the requirements and user test interviews. According to the interviews, users said that it is beneficial to use the system when travelling. The overall feedback of experiences is that the device is simple to use. However, other evaluation factors such as integratability and fitting different situations - have to be examined in real conditions.
Different solutions can be integrated together
Fitting the situation
Simplicity
Interaction experience 60
Added value to users
Usability of operation (user-centred design)
Final deliverables
Summary
The personalized help point system project developed using the modules of a professional design studio, CAD and manufacturing techniques. According to the RSA brief, the project’s aim was to provide a better journey experience for disabled people. The concept of the personalized help point system arose from research results and tool use. Different approaches have been used to achieve the design objectives and the final product evaluated. In order to improve the performance of this system, it will be necessary to cooperate with others in the further development stage. From my point of view, I believe the system can help to improve not only the journey experience for disabled people, but also the convenience and safety of individual customers.
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Final deliverables
Personalized help point system
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