Opening the closed

Design of a user-centered closed payment border

Master thesis (2016)

Contributors

J.J. Van Kuijk (mentor)
P. Vink (mentor)
Programme
Design for Interaction (IDE) (TU Delft)
Copyright: Campus only
Design Gates Public transportation User research Ov-chipkaart User-centered Payment border
More Info
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Published Date

09-09-2016

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Programme

Design for Interaction

Abstract

Context In recent years, to let/make people check-in and out and to control access to stations, in the busiest train stations and in most of the metro stations, gates have been introduced. E-ticketing gates for public transportation with suboptimal interaction can cause congestions as well as stress and discomfort for the users, which can lead to discouragement of public transport usage. Process In-context user research in the public transport systems of The Netherlands, London, Hong Kong and Tokyo found usage patterns and issues that travellers encounter. Several new design concepts based on the findings were evaluated with stakeholders and the final design was evaluated with users. Design In contrast with the current gates in the Dutch public transport system, the new design has doors that are open on default and close when something is wrong. This, in combination with the redesigned user interface, allows for a faster throughput. The validator light, the guiding light, the display, the lights underneath the gates and sound give feedback to the users about their validation. Users get feed forward about the operator and the direction of the gates through the arrows and crosses, and the lightboxes on the overhead signage and on the front of the gates.