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Flinders St Station: Usability Test in a Mock Up station

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In this UX Australia 2017 talk I walked the audience through the challenge of redesigning wayfinding and information at stations. Over the course of a week, we asked nearly 100 members of the public to navigate a simulated station environment, iterating designs between every session based on what we learnt.
Challenging a traditional industry approach where wayfinding comes at the end of the
engineering/architectural design phase, I showed how the team deep-dived into
understanding the user perspective from the beginning of the project and how it has
influenced the outcomes Victorians will see in the Flinders Street station upgrade and future station designs and upgrades.

Published in: Design
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Flinders St Station: Usability Test in a Mock Up station

  1. 1. Flinders Street Station: A journey to implement UX in Wayfinding & Customer Information Carolina Gaitan Senior User Experience Planner Network Planning
  2. 2. The Brief and The Problem
  3. 3. We know the problem…
  4. 4. The Problem 6 Competing messaging Crowd flow
  5. 5. The Problem Outdated signage system – 10+ years Mixed messaging
  6. 6. The Problem Space Constraints Elizabeth St. Subway 8 Heritage constraints
  7. 7. Complex Environment Multiple Platforms Multiple Entry points Multimodal connections Multiple Places of Interest
  8. 8. Meet you ‘under the clocks’! Multiple Directions
  9. 9. All Types of Users Tourists & Visitors Daily Commuter / Frequent Users Infrequent Users Accessibility Community
  10. 10. Opportunities beyond Flinders Street Station New Stations Melbourne Metro Tunnel Level Crossing Removals
  11. 11. We know the problem… and we have the solution!
  12. 12. Let’s use the colour map London and many other cities around the world have used for a while… … But what does it mean for Melbourne?
  13. 13. First idea… Test the concepts in a Live Environment
  14. 14. So let’s create a mock up station
  15. 15. A fictitious new station within the current network
  16. 16. Touchpoints Isolation of visual elements 18
  17. 17. The approach 19 3 days of testing 90 members of the public A range of wayfinding tasks
  18. 18. 5 Tasks Starting the Journey Getting off the station Interchange Multi-modal & Train to Train Disruptions Finding Facilities Ticketing Lifts Toilets
  19. 19. Iterations 21 Colour Coding Strategy: Colour Map Directional signage Identification signage Real Time Information
  20. 20. We filmed participants from a central CCTV system
  21. 21. We filmed individual participants
  22. 22. Participants 24 Emphasis on people that require ‘visual’ signage.
  23. 23. 25
  24. 24. We recreated a station with a concourse
  25. 25. Multiple Platforms… two functional and a ‘subway’ for interchanges
  26. 26. Multiple entrances, connection to other modes and places of interest
  27. 27. Going Low-res… 30
  28. 28. Internal research team… first hand experience!
  29. 29. Debriefing sessions
  30. 30. The Design Team talking about the process
  31. 31. The Findings
  32. 32. Some Results
  33. 33. What about the behaviour of different types of users?
  34. 34. The Core Insight 39
  35. 35. The Core Insight 40
  36. 36. The Core Insight 41
  37. 37. The Core Insight 42
  38. 38. The core insight into action ‘Purpose first’ vs. ‘type of asset first’
  39. 39. The core insight into action A service information point for unfamiliar users at a convenient ‘dwell point’ Fixed and Tailored Real Time Information Snapshot of service status for familiar users on the move. Same asset but different purpose = different content design
  40. 40. The design team putting the core insight into action
  41. 41. The future
  42. 42. 49 The evolution of Unfamiliar Passenger Information Displays
  43. 43. 50 The evolution of Familiar Passenger Information Displays
  44. 44. 51 Non- visual elements for vision impaired users Frameworks and guidelines to influence Environmental Design Application of the core insight in Online Support – Journey Planning Service Design to customer facing channels More touchpoints to work on Detail design of visual elements Applying the core insight in an Integrated Transport environment at TFV
  45. 45. 52
  46. 46. Any questions? Thank you Carolina Gaitan @carogaitang

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