ICIC meeting Stuttgart Ensad Field Investigation Report
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ICIC meeting Stuttgart Ensad Field Investigation Report

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  • An airport as Charles de Gaulle is like a city: France is traditionnaly very centralized. A chance through the strong concentration of transportation facilities. 2010 > 2 nd in Europe 60 millions passengers / years – After Heathrow 7th in the world + Airport Paris Orly 25 millions / year = 2 nd after Atlanta. Airports information holders talk about flow not individuals. 8 terminals 1 long distance railway station 2 suburban metro system stops 7 cars park More than 50 bus stops from several operators An infinite number of possible path in the airport. The first large railway hub connected to the airport receive 700.000 travelers each day. Also : hearing the questions of ICS evaluation based on time, waching this map, I was a bit wored. 8 terminals, let’s imagin we have 10 toilets by terminal = where may I collect theses data ? How can I measure an average time to access to the toilets on an area like this ?
  • Observe behaviors patterns, experiment travelers journeys, identify the time and places where difficulties take place. In other term, where are the most critical areas.
  • Pictures taken during the journeys experiences will be added to the journey maps in order to create a visual library of critical touch points and significant moments of the travel experience. Add times / durations information for each step of the journey Add stress levels / effort required for each step of the journey The aim is to identify and visualilize the opportunitities and the context of potential usage.
  • Based on Neilsen Quite observing: To main steps : identify a “limited” number
  • Type (screen, static signage, ….) Any other significant aspect.  Take a picture if possible. successful (The user seems confident and continue his journey) Average (the user seems not confident but continue his journey) Not successful (the user try to reach an other information source). any idea on how the interface could be improved.
  • Without authorization, some lights observations could been done but how can they be communicated to their owners ? In France Infrastructures receiving public are strictly controlled since the “Plan Vigipirate” has been activated and still set at a “permanent terrorist threat” level. No pictures, no movies, suspect behaviors may be quickly identified. How can the Fi methodologies match with theses constraints ? Stakeholders are aware of issues with traveler information and often work hard to solve them. How can we convinced them that ICIC project will not introduce noise on their own actual improvement process? May they see us as potential competitors ? I have to recognise that I have been a bit surprised by the third one. I was expecting that stakeholders may be quite interesting on a free research but the welcome was often quite cold. Do they want to keep the control on the area they manage ? Are they afraid of the issues we may rise ? Do they work on similar project and want to avoid competition, noise in their own project ?
  • Explain how we expect to use the material collected.
  • The purpose of the design brief is to provide all the important information that will help interfaces designer to understand the context, the goals, the ambition, the constraints, the perimeter and the expected deliverables.

ICIC meeting Stuttgart Ensad Field Investigation Report ICIC meeting Stuttgart Ensad Field Investigation Report Presentation Transcript

  • Stuttgart meeting 24-25 November 2011 HDM Enhancing interconnectivity of short and long distance transport networks through passenger focused interlinked information-connectivity Project 266250. Coordinator: IIID, Peter Simlinger “ In-situ” field investigations Anna Bernagozzi David Serrault Christophe Tallec
  • An holistic approach of a multimodal hub complexity ? Context
  • Field investigation Journey mapping: Generate empathy through descriptions of real travel situations.
  • Traveler journeys mapping template Field investigation
  • A Field study methodology ? Proposed field studies methodology based on Nielsen “quietly observing” approach.
  • Methodology
    • Identify a limited number of critical touch points where the multimodal information is provided.
    • For each touch point, indentify an unique observation point where users can be quietly observed.
    • Identify the main task related to this touch point and note:
      • A brief description of the task
      • A brief description of the interface provided.
    • Each time an user passing through this touch point and use obviously the information provided note:
      • The user profile based on the user segmentation provided.
      • The approximate time spent (quickly, average, long)
      • Rate the task success (Successful, Average, Failed)
    Step 1: Identify, watch, and listen
  • Methodology Step 2: Insights collection and analysis
    • Tabulate collected data
      • Touch point observed
      • Description of the touch point
      • Number of users observed
      • User profile
      • Time spend
      • Success
      • Improvement ideas proposed
    • Data computation
      • average success of each touch point, for all touch points
      • average time spend by touch point, for all touch points
      • Percentage of users profiles observed
      • Most commonly proposed improvement ideas.
  • Field investigation questions. Stumbles on Stakeholders collaboration
    • Even airports public areas are private spaces.
    • Airports security rules are strict because of the terrorist hazard.
    • Stakeholders Ego. An unexpected issue.
  • Global design methodology The design brief The 'double diamond' design process model , Design Council, 2005 Insights and goals to be summarized in a design brief.
  • Ground for the ICIC design phase
    • Among all the information collected during previous work packages, we will focus on:
      • Context
      • Goals
      • Primary drivers
      • Primary risks
      • Conditions, strategy, UX framework
      • Requirements, DNA, design principles
      • Out of scope
      • Methodology
      • Deliverables, output expected
    Creating the perfect design brief , Peter L. Phillips, Allworth Press, 2004