IMPROVE THE MOVE
A REDESIGN OF CALTRAIN TICKET STATIONS
How do you buy a train ticket? You probably use a screen to purchase. And how would you if you were blind?
Goal:
Improve accessibility for blind passengers when buying a train ticket, specifically for Caltrain.
Skills:
UX Design
User Research
Prototyping - digital
User Testing
PROBLEM
Audio Reliant vs. Screen Use when buying a train ticket
The use of the audio function with no screen took about two minutes in real time. The clip below is sped up 2x. The use of a screen took less than 30 seconds.
PRIMARY RESEARCH
Sighted individuals were asked to use only the audio function to buy a ticket.
AT SAN FRANCISCO STATION
Kerri, 35 years old
General Manager at a Fast Food Chain
-unfamiliar with the Caltrain system
-felt no connection between the keypad and audio
-had to pay close attention to audio
Manuel, 35 years old
Software Engineer
-rides Caltrain three times a week
-needed more information about zones
Oleg, 40 years old
Software Engineer
-rides Caltrain once a week
-familiar with the train and ticket station
-finds spacial navigation most painful
Mahesh, 52 years old
VP of Software Engineer
-frustrated with lack of back button
-had to replay the audio
Diego
4 years working for Caltrain
-sends information to train conductors of PNA
-sees about 4 blind passengers a day
-tells blind/visually impaired location of platforms
PHONE AND WEB
James Salas
Deputy Director
New Mexico Commission for the Blind
-be aware of ambient noise
-mic location
KillerLag r/askblind people
Instructor, Orientation and Mobility for the Blind
-older clients may not know how to use new technology
-headphone jacks change
INSIGHTS AND ISSUES
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Instructions are long, inefficient, and sometimes unclear.
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Users must pay close attention to audio.
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A "back" or "cancel" feature is needed.
PERSONAS
David, 62 years old
-
blind since birth
-
does not drive
-
occasionally visits friends in San Francisco
Jennifer, 35 years old
-
visually impaired, low vision
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commutes to work at least four times a week
-
works long hours
SOLUTION AND PROTOTYPES
Create a voice user interface that is succinct and clear for both the blind, visually impaired, and sighted.
Map of VUI using Voiceflow tool. Click for detail.
FINAL PRODUCT
AUDIO RELIANT for BLIND
PRO USER for VISION IMPAIRED AND SIGHTED
The screen populates the user's audio as he or she speaks. The VUI asks for any information needed to purchase a ticket.
The black, red, and white provide higher contrast for low vision users and keep with Caltrain's branding
FINAL TAKEAWAYS
Voice user interface needs to keep in mind:
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Responsiveness
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Intent of speaker
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Accent and tone
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Surrounding environment
Accessibility should not be an afterthought when designing. It needs to be a natural part of the design process. The design world is getting there but has not yet arrived.