Dimension
Dimension
Improving customer information services
CONTENTS
PAGE
01 02 03 04 05 06
Personas
01
Emergency Point - Functions
05
Information Screen - Functions
06
Information Screen - User Flow
07
Application - User Flow
09
Storyboard
11
PERSONA 1 VISITOR PASSENGER
Zhang San 25 China
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.
PAIN POINTS
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.
EXPERIENCE GOALS
TASK GOALS
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.
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.
01
PERSONA 2 LEISURE PASSENGER
Alice Robinson 22 Surrey
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.
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.
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.
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.
02
PERSONA 3 EVERYDAY PASSENGER
Peter Davies 34 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.
PAIN POINTS
Has to deal with large crowds every day. Doesn’t normally have enough time to seek members of staff when he needs help. 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
TASK GOALS
He wants an efficient journey every time. Would like to be able to quickly gather information while on the move. 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.
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.
03
PERSONA 4 DISABLED PASSENGER
Lucy Flemming 41 London
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.
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.
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.
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.
04
Emergency Point Functions
Fire alarm In-built induction loop
Gently back- Lit
Clearly signposted
Surround sound
Emergency call button Braille Smart lighting
Install over existing help points The main features are clearly defined and separated by the central banner. The banner gently pulses red to keep users aware of its location when necessary. New signposting will outline the features but the color scheme is designed to clarify function.
05
INFORMATION SCREEN Functions
*Adjustable height
Surround Sound Live Updates
Intuitive UI
Sleek, minimal design
Back- Lit
In-built microphone
Smart AI
The new information screen will enhance self-assistance services and provide clearer information for all 4 target user groups.
*Adjustable height
When not in use, the screens will display the updates screen which shows delayed lines. By tapping on the screen, users will gain access to the main menu.
06
information point user flow This sitemap details the features and layout of the new information screens. The aim is to allow familiar users to gather information like delays quickly while on the move and also allow unfamiliar users to search a variety of information with ease. Most of the features are interconnected to make task flow simpler.
Tapping a station will bring up some information. Tapping this window will take users to the appropriate ‘Station Information’ page.
MAP
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
HOMEPAGE
YOU ARE HERE
STATION NAME HERE
EN UPDATES
MAP
STATION INFO
The London Eye Waterloo Tube Station Victoria Train Station
SEARCH
LANGUAGE
PLAN JOURNEY
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.
LIVE CHAT
The homepage contains all the main features in a tile format. These will be interchangeable and can be activated 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.
Euston Square is the station this information screen has been installed in.
EUSTON SQUARE
Where am I?
EUSTON SQUARE BACK
Facilites
Example here
Example here
Example here
Example here
Example here
Example here
Example here
Example here
Example here
Example here
Example here
22/03/2017 SEVERE DELAYS
CIRCLE LINE
Example here
Example here
Example here
Example here
Example here
Example here
Example here
Nearby locations
LANGUAGE
LANGUAGE London
London Underground
DISTRICT LINE
Screen = 400mm - 600mm
FAQ
BACK
UPDATES
DIMENSIONS
LIVE CHAT HOMEPAGE
Example here
Example here
Example here
Example here
Example here
Example here
Example here
Example here
Example here
Example here
Example here
Example here
Example here
Example here
Example here
Example here
Example here
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Example here
Example here Example here
Example here
Example here
Example here
Example here
Example here
Example here
Tap to expand
How do I get to...
Example here Example here
Where is the... Example here
Example here
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.
MINOR DELAYS BAKERLOO LINE CENTRAL LINE
SPEAK
TYPE
NORMAL SERVICE EAST LONDON LINE HAMMERSMITH AND CITY LINE JUBILEE LINE VICTORIA LINE METROPOLITAN LINE
07
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 upcomgng delays due to maintenance and get information regarding current delays to lines.
UPDATES
STATION INFO
LIVE CHAT
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.
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!
11.56
LANGUAGE
LI
DETAIL VIEW
11.44
EAST LONDON LINE
DU
(TIME) 11.20
UZ
11.53
11.21
CIRCLE LINE
DETAIL VIEW
METROPOLITAN LINE
11.21
NORTHERN LINE
Euston Square
Old Street |
(DATE) 01.05.17
KD
CR
11.24
STATION INFO
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.
11.56
11.44
11.53 DETAIL VIEW
11.21
11.32 DETAIL VIEW
STATION INFO
PHONE TRANSFERS
EAST LONDON LINE
EUSTON SQUARE
CIRCLE LINE
LANGUAGE
BACK
METROPOLITAN LINE
EUSTON SQUARE
STATION FACILITIES ENTRANCE
OLD STREET
ENTRANCE
(TIME) 11.20
EUSTON SQUARE
(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?
UPDATES
STATION INFO
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.
11.35
SYNC JOURNEY TO PHONE Ready to transfer. Hold device below.
DETAIL VIEW
11.40
TOILETS
What is the quickest way to get to Liverpool Street sta�on from here?
TYPE A MESSAGE....
LIVE CHAT
LANGUAGE CONNECTED LINES
LIVE CHAT
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!
Languages can be changed at any time by clicking the ‘Language’ button. This will open a pop up like the one illustrated above.
STATION INFORMATION
Request to speak to a member of staff. Button is greyed out if no one is in the office.
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?
PU PL SYNC JOURNEY TO PHONE
DETAIL VIEW
UPDATES
LEICESTER SQUARE
BACK
KN
DETAIL VIEW
BACK
Return to previous page.
EN ES ENGLISH
11.35
11.40 UPDATES
11.32
CZ
DETAIL VIEW
11.32 DETAIL VIEW
GO
FR
ATM
STAFF
11.56 DETAIL VIEW
11.44
11.53 DETAIL VIEW
UPDATES
HOME
LIVE CHAT
11.21
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.
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
KEY
Automatic Tap Additional Note
08
aPPLICATION user flow
LANGUAGE
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
LIVE CHAT Hi Tom! How may I help you today?
LANGUAGE
MAP
SEVERE DELAYS DISTRICT LINE CIRCLE LINE
Return to map view.
MINOR DELAYS BAKERLOO LINE CHARING CROSS STATION |
TO TYPE A MESSAGE...
Request staff chat.
UPDATES
LIVE CHAT
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.
09
UPDATES 22/03/2017 (Tap for more info)
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?
UPDATES
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.
CENTRAL LINE NORMAL SERVICE EAST LONDON LINE HAMMERSMITH AND CITY LINE JUBILEE LINE VICTORIA LINE
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.
QUICK DETAIL
MAP VIEW
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
The map shows different stations and attractions on the London map in different colours. These can be changed using filters.
By tapping on a station or attraction, a small pop up will appear. This pop up will provide users with quick information.
DESTINATION
JOURNEY DETAILS
Filter map results.
YOU ARE HERE
FACILITIES
3 LINES | 2 CHANGES | 9 MINUTES JOURNEY DETAILS
CHANGE ROUTE
BARONS COURT
(TIME) 11.20
CONNECTED LINES
11.32
DISTRICT LINE
DETAIL VIEW
11.24
CIRCLE LINE
11.35 DETAIL VIEW
11.40
Mansion House PLAN JOURNEY
(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.
Reverse search.
MARBLE ARCH
Crowd size.
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.
KEY
Automatic Tap Additional Note
10
storyboard visitor persona
11
12