BART Redesign Foundations | Shiv & Karelia Team Command + S
BART Redesign | Hardware / Software Beauty Shot
Home Page
Coin Slot Debit/Credit Card Slot Cash Slot Keypad Convenience Tray
Coin Dispenser Ticket Slot & Dispenser Speaker Clipper Card Scanner
BART Redesign | Research
Woman lurking around kiosks trying to take leftover change
Antiquated, out of date software
Several destinations to choose from with varying prices and small text
“The most common question people have is how to get started using the kiosk. They don’t know what all these buttons do. How do I add money, how do I choose my destination?” - Andre, Station Manager
“I don’t live here so I have no clue about which station I need to go to for my destination and found the pricing super confusing!” - Mario, Tourist “When I first moved here I was confused between tickets and clipper cards and found the machines scary, but after using them 3-5 times, I’ve gotten used to them” - Edna, Passenger
Multiple slots are confusing, cash left hanging in slot
Passenger handing clipper card to other passenger after entering
How might we avoid confusion between Tickets and Clipper Cards? How might we make the destination selection system easier to understand? How might we prevent the user from having to figure out the pricing for every journey? How might we prevent the user from being overwhelmed by several slots and buttons?
BART Redesign | Home Screen
Home Screen Our research showed that new BART riders are confused over the difference between tickets and clipper cards, some not even realizing that they are two different things, serving different purposes. Many also expressed that they found the home page interface on the current kiosk overwhelming with its multitude of buttons and functions so we wanted to simplify this. Our home screen presents them with the option to choose between Ticket and Clipper so that they know there is a difference. The passenger can click the Information button on the upper left to read more about these two mediums of ticketing. The user can also choose their preferred language by clicking English on the upper right.
BART Redesign | Going to SFO 1
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New Ticket
SFO
The tourist rider is presented with the option to buy a New Ticket or Refill an Existing Ticket. The Tourist Rider needs to buy a new ticket to go to SFO as he has not traveled on BART before, so he clicks New Ticket.
The rider can search their destination using an on screen keyboard or pick from a list of most traveled stations. He clicks SFO and clicks Confirm.
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By Destination
Selection
The tourist rider is presented with the option to buy a New Ticket by Destination or a New Ticket by Value. He knows he is traveling is to SFO and does not want to add extra value since he is leaving the city so he picks New Ticket by Destination.
The tourist rider selects One Way since he is leaving San Francisco and leaves the passenger selection to 1 and clicks Confirm. When different selections are made on this screen the Total Amount below changes live.
BART Redesign | Going to SFO 5
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Payment
Collect Change
Here the rider can select their preferred mode of payment. They are also presented with their Trip Summary on the right side of their screen. The tourist rider wants to get rid of his USD so he selects Cash and clicks Confirm.
As the user inserts the cash inserted amount keeps increasing. He inserts $8 and the machine immediately returns the change due and does not allow the user to proceed until he collects his change and clicks “I collected my change�.
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Insert Cash
Purchased
The rider is prompted to insert Cash into the Cash Slot of the machine.
Next the user is notified that he has successfuly purchased his ticket and is prompted to collect his ticket from the Ticket Dispenser. He is also informed of the next train going to his destination on the right as well as other train timings.
BART Redesign | Buying a New Ticket 1
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New Ticket
Add Value
This user lives in San Francisco but prefers using tickets since she does not use public transport very often. She clicks Ticket on the home screen and then clicks New Ticket.
Here the user can manually add a custom account or use quick add amounts. She chooses $15 from quick add and confirms as this is enough to make a few trips on BART without worrying about losing her ticket.
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By Value
Payment
She anticipates using BART sometime in the future so decides to buy a new ticket by adding value to it.
She selects Debit Card as her preferred mode of payment and clicks confirm.
BART Redesign | Buying a New Ticket 5
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Debit Card
Purchased
The rider is prompted to insert her Debit Card into the Card Slot of the machine.
She receives a confirmation message that her ticket has been purchased and is asked to collect it from the ticket dispenser. She is given train timings of trains leaving soon. The screen times out in 5 secs to the home screen.
6 Enter PIN She enters her PIN using the keypad on the Kiosk and presses enter on the keypad.
BART Redesign | Refill Clipper Card 1
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Refill Clipper
Scan Clipper
This rider has been living in the city as a student and travels a lot on public transport in San Francisco so he often depletes his clipper credit. He selects Clipper from the home page and then selects Refill Clipper.
The rider is prompted to Scan his existing Clipper Card at the Clipper Card scanner on the kiosk.
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By Value
Add Value
The rider can refill his clipper by entering a value or by entering a destination. Since he travels so often he prefers to add large amounts at a time so chooses value.
The rider is presented with his Clipper Card’s Balance of $3. If he feels his balance is sufficient he can Exit to the home page. Here he needs to add value so he quick adds $25 and clicks confirm.
BART Redesign | Refill Clipper Card 5
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Payment
Scan Clipper
The rider selects Debit as his mode of payment. He is given a summary of his existing balance and the amount he is adding again on the right side of the screen.
The rider is asked to Scan his Clipper Card at the Clipper Card Scanner again in order to complete adding the paid for value.
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Debit Card
Added
The rider is prompted to insert his Debit Card into the Card Slot of the machine and proceeds to enter his PIN.
On scanning the Clipper Card successfully the rider is immediately presented with a message that the amount has successfully been added to his clipper card.