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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 www.davis-associates.co.uk
  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 www.davis-associates.co.uk
  3. 3. About Davis AssociatesUser insights for design Consumer Wayfinding User Medical products experience devices User Transport Information Aircraft interfaces systems design interiors 3 www.davis-associates.co.uk
  4. 4. About Davis AssociatesUser insights for design 4 www.davis-associates.co.uk
  5. 5. The Heathrow podA world first A personal rapid transit (PRT) system Fully automated driverless vehicles deliver you directly to your destination 5 www.davis-associates.co.uk
  6. 6. The Heathrow podA world first 6 www.davis-associates.co.uk
  7. 7. The Heathrow podA world firstThe pilot scheme 7 www.davis-associates.co.uk
  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 www.davis-associates.co.uk
  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 www.davis-associates.co.uk
  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 www.davis-associates.co.uk
  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 www.davis-associates.co.uk
  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 www.davis-associates.co.uk
  13. 13. Service proposition Emotional requirements Research by BAA 13 www.davis-associates.co.uk
  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 www.davis-associates.co.uk
  15. 15. Service proposition Minimum requirement: Must be a better experience than using the bus 15 www.davis-associates.co.uk
  16. 16. Early design conceptsOne of many exterior design concepts Early station concepts Pod interior Images from Jones Garrard MOVE 16 www.davis-associates.co.uk
  17. 17. User interaction designInformation flow sequence and timing Wireframe for the destination selection panel touchscreen interfaceSystem-wide user interaction 17 www.davis-associates.co.uk
  18. 18. User interaction designInitial conceptual passenger testing Early interactive simulation for exploratory testingConceptual screen designs for testing purposes 18 www.davis-associates.co.uk
  19. 19. First mock-up user trialSet-upTouchscreen prototype Station mock-up with working bay doorsVehicle mock-up 19 www.davis-associates.co.uk
  20. 20. First mock-up user trialParticipantsA diverse range of trial participants Passengers with mobility and sensory impairments 20 www.davis-associates.co.uk
  21. 21. First mock-up user trialProcedureVideo recorded for subsequent analysisPost-trial qualitative interviews Groups and individuals used the system without instructions 21 www.davis-associates.co.uk
  22. 22. Early mock-up studyProcedure 22 www.davis-associates.co.uk
  23. 23. Early mock-up studyProcedure 23 www.davis-associates.co.uk
  24. 24. First mock-up user trialVehicle interior layoutTrials with different interior space 24 www.davis-associates.co.uk
  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 www.davis-associates.co.uk
  26. 26. Station designStation mock-up trialsStation user trial 26 www.davis-associates.co.uk
  27. 27. Station designStation mock-up trialsDestination selectioninside the simple pod representation Boarding the pod 27 www.davis-associates.co.uk
  28. 28. Experience prototype 28 www.davis-associates.co.uk
  29. 29. Testing the passenger experienceInteractive end-to-end journey simulationThe interactive simulation was tested with passengers in Terminal 1 29 www.davis-associates.co.uk
  30. 30. Testing the passenger experienceInteractive end-to-end journey simulationDetailed storyboard Example screensTesting in the Terminal 1 departure lounge 30 www.davis-associates.co.uk
  31. 31. Experience prototype 31 www.davis-associates.co.uk
  32. 32. Operational testingConstruction phase complete - 2010 Operational testing commenced as soon as the construction phase finished 32 www.davis-associates.co.uk
  33. 33. Operational testingA series of passenger trials prior to opening Basic functionality trial 33 www.davis-associates.co.uk
  34. 34. Operational testingBusiness passenger trialBusiness user trialsOn-line quantitative questionnaire Journey shadowing - video recording the destination selection touchscreen in use 34 www.davis-associates.co.uk
  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 www.davis-associates.co.uk
  36. 36. Operational testingSpecial needs trials 36 www.davis-associates.co.uk
  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 www.davis-associates.co.uk
  38. 38. Operational testingEmergency escape trialsEmergency escape hatch Emergency escape through station doors 38 www.davis-associates.co.uk
  39. 39. Ready for service 39 www.davis-associates.co.uk
  40. 40. Contact Us Davis Associates Limited Wyllyotts Place Potters Bar Hertfordshire EN6 2JD UKT +44 (0)1707 663665F +44 (0)1707 663668 insights@davis-associates.co.uk www.davis-associates.co.uk © 2011 Davis Associates Ltd www.davis-associates.co.uk

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