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City university april 2011


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City university april 2011

  1. 1. City University HCID Open Day, 19th April 2011Designing the Heathrow poduser experienceGary Davis, Managing Director © 2011 Davis Associates Ltd
  2. 2. About Davis AssociatesUser insights for design • We are user insights specialists • We’ve been working in user-centred design since 1986 • Based in Potters Bar, Herts • Registered Consultancy with the Institute of Ergonomics and Human Factors 2
  3. 3. About Davis AssociatesUser insights for design Consumer Wayfinding User Medical products experience devices User Transport Information Aircraft interfaces systems design interiors 3
  4. 4. About Davis AssociatesUser insights for design 4
  5. 5. The Heathrow podA world first A personal rapid transit (PRT) system Fully automated driverless vehicles deliver you directly to your destination 5
  6. 6. The Heathrow podA world first 6
  7. 7. The Heathrow podA world firstThe pilot scheme 7
  8. 8. In the beginningBy 2005, ULTra PRT haddeveloped ademonstration prototypevehicle and a test-track inCardiffBy 2006 they had securedinvestment from BAA todevelop a PRT system forHeathrow 8
  9. 9. The passenger experience working group BAA set-up a multi-disciplinary team in April 2006 Service Architect Industrial design proposition PRT technology Civil engineering Human factors 9
  10. 10. Putting the passenger first Initial user insights • Ethnographic research around the airport • Benchmarking of the bus service • Focus groups A passenger-led, not technology-led development process 10
  11. 11. Putting the passenger first Personas • Defining passenger needs through archetypical characters • Each character has a back story to encourage empathy • The full set embody a wide of user needs • These stay in the minds of the team and inspire and influence design decisions 11
  12. 12. Service proposition Functional requirements: • As easy to use as a lift • 95% of first time users should be able to programme a destination and depart within 30 seconds. • Fully accessible • Accommodate four adults and their luggage 12
  13. 13. Service proposition Emotional requirements Research by BAA 13
  14. 14. Focus group feedbackThe severity of the scepticism demonstrated the huge opportunity to deliver a‘wow’ factor with the ‘on-demand’ concept underpinned by solid reasons tobelieve. Research by BAA 14
  15. 15. Service proposition Minimum requirement: Must be a better experience than using the bus 15
  16. 16. Early design conceptsOne of many exterior design concepts Early station concepts Pod interior Images from Jones Garrard MOVE 16
  17. 17. User interaction designInformation flow sequence and timing Wireframe for the destination selection panel touchscreen interfaceSystem-wide user interaction 17
  18. 18. User interaction designInitial conceptual passenger testing Early interactive simulation for exploratory testingConceptual screen designs for testing purposes 18
  19. 19. First mock-up user trialSet-upTouchscreen prototype Station mock-up with working bay doorsVehicle mock-up 19
  20. 20. First mock-up user trialParticipantsA diverse range of trial participants Passengers with mobility and sensory impairments 20
  21. 21. First mock-up user trialProcedureVideo recorded for subsequent analysisPost-trial qualitative interviews Groups and individuals used the system without instructions 21
  22. 22. Early mock-up studyProcedure 22
  23. 23. Early mock-up studyProcedure 23
  24. 24. First mock-up user trialVehicle interior layoutTrials with different interior space 24
  25. 25. Vehicle design developmentErgonomics rigErgonomics development rigHead clearance tests Test rig for emergency escape hatch Client and design colleagues try the seat meant for two 25
  26. 26. Station designStation mock-up trialsStation user trial 26
  27. 27. Station designStation mock-up trialsDestination selectioninside the simple pod representation Boarding the pod 27
  28. 28. Experience prototype 28
  29. 29. Testing the passenger experienceInteractive end-to-end journey simulationThe interactive simulation was tested with passengers in Terminal 1 29
  30. 30. Testing the passenger experienceInteractive end-to-end journey simulationDetailed storyboard Example screensTesting in the Terminal 1 departure lounge 30
  31. 31. Experience prototype 31
  32. 32. Operational testingConstruction phase complete - 2010 Operational testing commenced as soon as the construction phase finished 32
  33. 33. Operational testingA series of passenger trials prior to opening Basic functionality trial 33
  34. 34. Operational testingBusiness passenger trialBusiness user trialsOn-line quantitative questionnaire Journey shadowing - video recording the destination selection touchscreen in use 34
  35. 35. Operational testingTesting the call-forward systemStudying passenger behaviour The call forward point is where passengers decide which bay to useDe-brief session with participants 35
  36. 36. Operational testingSpecial needs trials 36
  37. 37. Operational testingControl room systems and procedures• Control room layout and physical ergonomics• Task analysis and control system functionality• Graphical user interface• Non-standard use-case trial to test the system response Assessment of control systems and control room operations 37
  38. 38. Operational testingEmergency escape trialsEmergency escape hatch Emergency escape through station doors 38
  39. 39. Ready for service 39
  40. 40. Contact Us Davis Associates Limited Wyllyotts Place Potters Bar Hertfordshire EN6 2JD UKT +44 (0)1707 663665F +44 (0)1707 663668 © 2011 Davis Associates Ltd