ContextualInquiry:EasyBart
From IEOR 170 Spring 2007
[edit] Description of Users
[edit] Persona 1 - Work Commuter
- UC Berkeley Alumni 2005, 23 years old
- BART – daily commuter to and from work
- Situation: must commute daily to and from Pleasanton to Oakland and arrive to work on time.
[edit] Persona 2 - Non-Regular User, Tourist
- Owns and runs Golf Pro-shop in Germany (Is Scottish)
- High School Education
- 53 years old
- Has used a metro type system before in Europe
- BART – tourist
- Situation: Needs to know how to use BART, see where attractions are, and see and understand when trains are coming and where they are going.
[edit] Persona 3 - Student Commuter
- (Wished to remain anonymous)
- UC Berkeley Student – undergraduate senior
- 21 years old
- Commutes to and from class every weekday
- Situation: Needs to arrive at class on time, must commute daily from Embarcadero
[edit] Problem and Solution Overview
The main problem we seek to address is the ease of use of the BART system. More specifically, it is to allow any users, experienced or not, to get from one point on the system to another in the shortest, least worrisome manner possible. Our solution consists of several parts, but all are geared towards providing access to train and destination information in more areas, as well as making the current information easier to understand. This includes adding signs at locations outside of the platform, allowing schedule access through text messaging, and altering the transit maps to show current train locations and tourist destinations.
[edit] Contextual Inquiry - Interview Descriptions
[edit] Contextual Interview #1
[edit] Conventional Interview
Introduction: all of the interviews began with our group members introducing him or herself and introducing the focus of the interview: making BART easier to read and gaining an understanding for people who use it. We tried to make the interviewees as comfortable as possible by making ourselves personable. Additionally, we explained to the interviewees that any notes, pictures, and/or tape recordings will remain confidential. Finally, we elaborated on how the interviewees’ BART riding experience is our primary focus and how we were going to rely on them to teach and guide us through it, following the master-apprentice model.
[edit] Transition
The interviews commenced as we followed our interviewees to and from their BART riding destinations. We explained to them that whenever we see something interesting we may interrupt their BART riding process and we explained to them that they can tell us to hold off if it’s a bad time.
[edit] Contextual Interview Proper
- Checks BART arrival time prior to heading to the BART station
- Peers at watch and car time constantly
- Arrives at BART station parking lot and rushes to the ticket counter
- Keeps checking watch as she adds fare to ticket
- Pauses to listen for arriving BART trains
- As an experience BART rider, she already knows which platform to head to
- After arriving to the BART platform, she checks the digital BART signs to check the arrival time of her BART train
- “The BART (Fremont Train) usually arrives within +/- 2 minutes of its schedule arrival time.”
- She checks the BART map located on the platform and sits down
- Boards the train, checks the BART map again, and sits down
- She closes her eyes and falls asleep, carefully securing her bag
- When she hears the station being called prior to her desired station, she stands up and gets ready to exit the BART
- Her station is announced and she departs the BART
- Puts ticket into exit counter and exits the BART
[edit] Wrap Up
The commuter’s BART riding experience is pretty straightforward; their only concern is arriving to their destination on time for work. This is achieved by boarding the right train (on time), and exiting the correct BART station. The most important feature of their BART ride experience is knowing when the desired train is going to arrive while heading to the station and knowing when the desired train is going to arrive while heading from the ticket counter to the platform. This is so they won’t miss their train. Also, the interviewee is very concerned with getting off at the right station and this problem is solved using the maps posted on the walls and by hearing the PA announcers.
[edit] Contextual Interview #2
[edit] Conventional Interview
Introduction: The interview began with me asking Dorothy if I could interview her, she is a family friend visiting from Germany. I introduced the focus of the interview: making BART easier to read and gaining an understanding for people who use it. I knew Dorothy felt comfortable talking to me and being open about any feelings she had about BART because we already knew each other. I explained that the notes I took in the interview would be confidential and would only be used for the group project. I also told her that her BART riding experience and understanding of BART was my primary focus and that I was going to observe her using BART as a tourist in another country and not help unless she absolutely needed me to.
[edit] Transition
My interview with Dorothy began at the BART station in Pleasanton/Dublin and ended when we got to the Powell Stop in San Francisco. I wanted the interview to take place at the actual BART station so I could see how she felt as an actual tourist. I told her I may interrupt her experience and ask questions about what I saw or how she felt and for her to ask me to wait if it was a bad time.
[edit] Contextual Interview Proper
- Gets out of the car and didn’t know where the BART station was, she had trouble finding it from the parking lot because there were no signs telling which way to go.
- Once she found the station she went to the ticket area and had trouble using the ticket machine to buy her ticket.
- Once the ticket was purchased and she went through the gate she went up to the platform area and wasn’t sure which platform to be on because she didn’t know which way she wanted to go or which train she wanted to be on, there were no signs explaining.
- Had to ask someone at the BART station for help on which platform to be on and which train to take.
- She constantly was looking at the digital BART sign looking for train times but only saw security announcements. She complained that there were no train times on the sign. I explained that there were suppose to be but that the signs just had a lot of advertisements in between. She still never saw the train time pop up on there.
- Once on the train she began trying to look for the BART map to see where she was going.
- She found the sign and sat down near it so she could watch out for her stop along the way.
- She observed Asian tourists studying the BART map and looking confused about what stops to take.
- She looked nervous about missing her stop or not getting off at the right place. Every time an announcement was made she was straining to hear it so she knew exactly what stop she was at.
- Finally, she arrived at her stop and departed the BART train.
- She then put her ticket through the machine and exited.
[edit] Wrap Up
Overall, Dorothy said the train journey itself was good and that the BART map on the BART train was good and easy to understand. She said she would use BART to avoid the stressfulness of a car as a tourist in another country because it was a lot easier to use. She did have a few complaints though. She said that it was hard to find the train station from the car parking lot, that it was very noisy at the platform area so she couldn’t hear announcements, and she complained about the advertisements on the digital BART sign. She said she also had trouble counting or seeing the stops on the BART sign and she felt bad for the Asian tourists. She also said she wouldn’t have known what stop to get off at for shopping if my mom had not told her first. She would have had to ask someone. Dorothy also said she used BART to go shopping in San Francisco, to see sights in San Francisco such as Pier 39 and Chinatown, to go see me at UC Berkeley, and to take to the San Francisco Airport. So many of Dorothy’s problems would be solved with our proposed solutions of the attractions listed and with the light up stops. Also having the digital BART signs more places with less advertisements.
[edit] Contextual Interview #3
[edit] Conventional Interview
The interview began with me explaining the focus and purpose of the interview: How to make BART easier to read and understand for frequent and infrequent users. The interviewee was a friend who is a student; however she was told that all personal information will remain confidential. The interview was based on the master-apprentice model since it creates the right behaviors on both sides of the relationship for learning about the customer’s work and it’s an effective model for collecting data. I asked her opinion about the tools she used and got an overview of the job and work to be done.
[edit] Transition
In order to gain a better understanding of the customer and to gather ongoing experience, the interview took place at the actual BART station where I had the chance to inspect the interviewee’s tasks as they accrued. The customer did her work while I watched and anytime I wanted to break social norms, I would define the new rules of contextual interview so we both knew how to behave appropriately. I made sure that I and the customer collaborated in understanding her work. I also made sure that the customer was in full control determining what to do and talk about throughout the interview.
[edit] Contextual Interview Proper
She checks the BART schedule at the bus stop.
- She gets on the bus and constantly checks the time, to make sure she will arrive at the BART station on time.
- She arrives at the BART station and inserts her ticket into the machine.
- After arriving at the BART platform she constantly checks the digital BART signs to find out about the arrival time of her train.
- She is confused because she is not sure if her train is in service at this time and she is wondering if she has to take a different train and transfer at another station.
- She is waiting for the PA announcers to announce whether her train is in service.
- After a couple of seconds and no announcement she asks one of the customers waiting at the BART platform, but the other customer wasn’t sure and couldn’t give her a definite answer.
- A train arrives and as she boards the train she asks other passengers if the train goes to the main transfer station and gets on the train.
- The train gets to the main transfer station and she gets off and waits for her train.
- Her station is then announced and she departs the BART.
- She inserts her ticket into the machine and exits the BART.
[edit] Wrap Up
As a frequent user my interviewee had a good BART riding experience. After skimming back over my notes and summarizing what I learned I noticed that her most important concern was finding out about her transfer station. She needs to know which train will take her to the desired station so she can transfer afterwards. Another concern was that on her way to the BART station, she was constantly worried if her train had already left and that if she had to wait for along time for the next available train.
[edit] List of Tasks
[edit] Where are the trains going? (Difficult)
The BART riders are often confused about where their trains are going. They would not know the name of next station until they are approaching it. In order to make the riders clear about the future destinations, a map with lights on the different track is installed on the train. The BART riders can easily tell where they are by looking at the lights on the map.
[edit] Where do you transfer? (Difficult)
It can take three transfers to get from one spot to another on the BART, like from Richmond to the San Francisco Airport. The BART does make an effort to sync up the arrival of trains sometimes, but not very often, and so often riders must get off at a station where another train might approach, with little knowledge of when that might be.
[edit] When are the trains coming? (Moderate)
The BART riders often hear the BART train arriving but they do not know whether the approaching train is the one they want. The BART riders have to decide whether to run or not to catch the train. By placing a large at the entrance of BART station and at the ticket counters showing the arrival time and the direction of the incoming train so the BART riders know whether they should run to catch the BART or they can take their time to buy tickets.
[edit] Finding out your schedule anywhere (Moderate)
The schedule of BART can be obtained from different places. For examples, by placing LCD screens showing the arrival time of the next trains in BART surrounding areas, the BART riders can easily find out when the next train will arrive. Also, the BART riders can use their cell phone to check out the BART schedule.
[edit] Finding the right platform (Easy)
The BART riders often get confused about where they need to go to transfer to another train, especially at the McArthur station. It would be helpful to make the platform number bigger and color coded the platform represent the different lines so the BART riders can easily tell where they are located. Also, by placing LCD screens by the boarding area telling the BART riders further destinations will clarify this too.
[edit] Finding and reaching landmarks (Easy)
The BART riders will be able to find the places they want to go by using the maps that indicates many landmarks surrounding the BART stations. The maps will be displayed on the BART trains and will be provided at each station.
[edit] Task Analysis Questions
1.) Who is going to use the system?
The main users of the system would be generally the same as the main users of the BART system as a whole. Student commuters and work commuters would use the system to enhance and streamline their everyday experiences, and non-regular users, such as tourists or people from outside the Bay Area visiting friends, would use the system to make their first experiences better.
2.) What tasks do they now perform?
Current tasks that we wish to improve include (see above for more detailed descriptions):
- Finding where trains are going (#1)
- Knowing where to transfer (#2)
- Knowing the times the train is coming (#3)
- Finding the right platform (#5)
3.) What tasks are desired?
Tasks which are not currently performed that we wish to implement are (see above for more detailed descriptions):
- Finding out your schedule anywhere (#4)
- Finding and reaching landmarks (#6)
4.) How are the tasks learned?
- Ask BART attendant located in or around the ticket counter for BART information
- In order to learn tasks using the following, customers need to know how to read (maps, signs, etc.):
- Read the maps and detailed arrival/departure time posters posted at the ticket counter and on the BART platform
- Read the pamphlets located in or around the ticket counter detailing general BART information, arrival/departure times, transfer points, etc.
- In order to learn tasks using the following, customers need to know how to read, customers need a computer, and customers need an internet connection:
- Search online in the BART website at www.bart.gov for detailed information about the BART including general information, arrival/departure times, transfer points, etc.
5.) Where are the tasks performed?
All of the tasks are primarily performed inside of the actual BART stations. While at the BART station, depending on the particular tasks, people can perform the tasks either on the streets next to the BART station, in or around the ticket counter area, on the BART platform, or inside of the BART train. Also, some things to note are the lights are dim and the BART station is very noisy; that being said our signs need to be readable.
6.) What is the relationship between user and data?
The relationship between the user and data for our particular project is based only on the users’ needs. The user requires access to data from BART, but BART does not need any data from the user. There is no personal data in our particular scenario, and therefore there are no privacy issues because the user is not providing BART with any personal information. There is transfer of common data that is used concurrently, for instance users being able to access BART train times. Other examples of common data are maps that are placed in BART trains and at the BART stops. Access to data is not restricted for any of the BART users. Anyone can find BART times by either looking online at www.bart.gov or reading the charts located throughout the station. Currently there are no remote access capabilities, but there is a need for users to find out BART times while being located anywhere. Users are not always near a computer and may not have immediate access to Internet, so the ability to remotely access BART train times through either a cell phone or PDA allows for easier access to the data.
7.) What other tools does the customer have?
Other tools that a customer has are cell phones, booklet, PDA, and Home PC. These tools can be used to facilitate interaction. A Home PC already allows users to find BART times online if they access to Internet. Users should be able to send texts through their cell phones and obtain information on BART train times and even potential BART delay alerts.
8.) How do customers communicate with each other?
Due to installation of computers and digital maps, communication between customers is not so relevant of BART.
9.) How often are the tasks performed?
Frequent users including students and local workers remember more details and won’t perform the tasks that often. Whereas, infrequent customers such as tourists, will need more help and will perform the tasks more often.
10.) What are the time constraints on the tasks?
- Customers will usually be in a hurry so there are time constraints on tasks such as ticket transaction, finding out the correct station to transfer to desired destination.
- There is a time relationship between specific tasks, for instance the time it takes to find the location of a land-mark and the time it takes to find out whether a specific train will pass by the location of that land-mark.
- When line forms and the station becomes crowded time constraint becomes even more critical.
11.) What happens when things go wrong?
- When there are some technical difficulties or any kind of task-related error, customers can always get assistance form BART station operators and BART assistants.
- In case of catastrophes, for instance when machine eats ticket, users can swipe their tickets instead of inserting them into the machine. Another case of a catastrophe might be when there is a dramatic delay, in which buses or other transportation tool will be available to take customers to their desired destination.
[edit] Proposed Design
Note: there are several components to our design, and as such, we have divided the design into three parts, each of which has a description of interface design, functionality, and corresponding sketches.
[edit] Detailed Light-up Map and List of Attractions
Our new map proposal can be put onto the maps at the BART stations and the maps on the BART trains. The maps at the BART stations will have the route light up of the train that is approaching. The stop that the person is currently at will be more brightly lit up while all the other stops that the train is going to will also be lit up so the person/user can easily see which stops and what direction the train is going to. The maps on the other platform will not light up so that way the person/user can easily see or detect whether or not they are on the correct platform or whether they need to go to the other platform. The maps on the BART trains will have the route lit up of what train the person/user is on showing what stops it hasn't gotten to yet, which will be shown by being lit up, along with what stops it has already passed, those stops won't be lit up, and will show which stop the BART train is currently at (if any) by having that stop more brightly lit up. This makes it easy for the person/user to quickly glance at the map and see what stop they are at instead of having to study and count stops. It helps tourists who don't speak English because they are able to see visually which stops they are at instead of having to read the signs and try to strain to hear the announcements made about the stops, which are easily overheard because of all the noise on BART. Often times, the BART riders do not know which station is closest to their destination, especially in San Francisco, where the stations are only blocks away. It would be helpful to provide the BART riders with a detailed map and a list of the attractions around the BART station so they can easily find out which station they are supposed to get off and the fastest way to get to their destination. There should be two maps: one on the train depicting a list of attractions off of each stop and another more detailed map placed at every station so people know the exact location of either their destination or other places they may be interested in going to. The list of attractions will be more general and the detailed map will cater specifically to every station and its nearby vicinity. This solution will make people more aware of their surroundings and what attractions are nearby. A potential scenario where this design will be useful is when tourist or a person who does not take BART very often want to find out where they needs to get off in order to get to their desired destination. He or she can just look up at the list of attraction and find the corresponded station. This also helps people not have to print out a map from home and bring it with them. Also, people/users can easily take a picture with their cell phone or camera of the BART map or area of the BART map they are most interested in so they can take it with them on the go.
[edit] BART Text
Allowing users to have remote access to information regarding BART train times and BART delays will greatly improve the overall design of BART, and make the data more accessible for users. Today, people can find out information about the location of pretty much any place in America through “texting.” Implementing this same concept with BART should not be too difficult. Anyone should be able to BART text and quickly find out what time the next train is coming at a BART stop closest to them. The way BART text would work is that a person would enter the numbers “2278” in the “Send To” area; these numbers spell out BART. In the actual message the user would first enter the destination city, then after that insert a comma and then type the BART station that they are closest to. For example, if a user wanted to find out how to get to Oakland when they are in San Francisco the user would text “Oakland, Embarcadero” in the message box. A few seconds after, the user will then get a text which will display the train name first, then the four next arrival times for that train depending on when the text was sent. For the previous mentioned example the screen would display “Pittsburgh/Baypoint, 3:25pm, 3:40pm, 4:05pm, 4:17pm” if the text was sent at 3 pm.
A potential scenario where this design will be useful is if a student is on campus and needs to take BART to Fremont for an interview, but they are running late. While walking on campus a student can easily just send a text to 2278 with their city destination and the BART station they are near to find out train timings, and then they will be able to estimate how long they would have to wait at the BART station and if they will be able to make their interview on time. The three tasks they would be accomplishing are: finding out train times, remotely accessing BART's schedule (including information on delays), and figuring out where the train is going.
[edit] Increased Sign Visibility
Several digital BART signs, similar to the existing signs on the platforms, will be strategically placed to help figure out when a train is coming and where a train is going. In particular, we will put the large-digital-BART signs at the entrance to the BART stations and at the ticket-purchasing counters. Patrons will be able to simply look at the signs and figure out information regarding what particular BART trains are approaching and when the particular BART trains will arrive. By placing the large-BART sign outside the BART station, approaching riders will be able to view real-time BART arrivals from a distance. Also, by placing the large BART sign in and around the ticket counters BART riders will have increased information on when their scheduled train is going to arrive and further information on where their train is headed.
[edit] Scenarios of Example Tasks (in sketch form)
[edit] Analysis of Approach
How is the design different form current designs, and how will it encourage and persuade users to better achieve the design goal?
- Our proposed design is different from existing systems in a sense that it saves clients more time and prevents them form rushing and constantly worrying about missing their train.
- Our design suggests installation of BART schedules on and off campus in order for customers to be aware of the arrival of their desired train. Current systems don’t have such a feature.
- Locating land-marks on the BART map which is proposed in our design is another feature that is lacking in current BART systems.
- Almost all users with any level of knowledge will be able to utilize and understand the digital maps and other technologies provided by our design, therefore the users’ traveling experience on the BART will become even more convenient and that will encourage and persuade users to achieve the design goal.
[edit] Group Member Contributions
[edit] Timothy Manglicmot
Answered 2 task analysis questions, developed a user interface solution and design sketches with explanations, performed a contextual interview, and contributed ideas to other parts of the project through group discussion.
[edit] Shilpi Verma
Answered two task analysis questions, developed a user interface solution and designed sketches with explanations, described a scenario where the design would accomplish three tasks, and contributed to other parts of the project through the group discussions.
[edit] Megan Whittey
Helped contribute to the task analysis questions, developed an user interface solution and designed sketches with explanations with scenario relating to tasks, and performed a contextual interview.
[edit] James Chun Jye Tong
Completed analysis of tasks, developed an user interface solution and designed sketches with explanations with scenario relating to tasks, and contributed to other parts of the project through the group discussions.
[edit] Roya Pakzad
I collaborated with other team members on how to answer the 11 task analysis questions. I also interviewed a student to collect useful data.
[edit] Michael Toulouse
Answered the first three task analysis questions, compiled the report, edited, filled in some areas that had not been covered (as work was initially divided according to the unrevised assignment sheet), group discussion.
