Redefining an experience by thinking about the vulnerable users

Transperth came to Hatchd and Adapptor to ask if we could solve a big problem "Our new bus port will dynamically assign buses to bus stands. We need to help people with disabilities particularly people who are vision impaired to find the right bus stand to start their journey.

Presented by Sean Gardiner at UX Australia 2016

Transcript

1. Problem Focussed. Solution Obsessed.
2. Redefining an experience by thinking about the vulnerable users
3. What are other people doing? Way finding: Beacon technology to help people find their way round San Francisco Airport Signage: At some of the underground stations in London there is signage to help people board and just as important hints on how to queue Travel Apps: We looked at lots of apps to see how they presented information and also looked at how accessible some of the solutions were Way finding: Transport for London are working with Wayfindr to create an open standard for way finding around spaces.
4. Talking with people Talking: Interviews (Scott Hollier in the above photo) and focus groups gave us a great understanding of how people navigated public transport systems in general It also gave us a chance to test out ideas and concept at a very early stage We had two ideas to test: * Would people want to access all the departures - like the departure boards would show? * Would people want to plan their journey
5. The journey of a Transperth customer Mapped out journey from the interviews, research and focus group Note: A great Journey Map has also been done by Public Transport Victoria
6. Mobile core accessibility principles Accessibility requirement: The app needs to deliver to the WCAG 2.0 and other W3C/WAI guidelines as they apply to mobile https://www.w3.org/TR/mobile-accessibility-mapping/ 1. Perceivable 2. Operable 3. Understandable 4. Robust • Minimise information • Use system and browser features to help • Build to WCAG 2.0 AAA contrast guidelines • Do not create traps • Min 9mm x 9mm touch target with breathing space • Actions only happen when the finger lifts • Don’t clash with assistive gestures. • Alternatives should exist for shaking or tilting • Place buttons where they can easily be reached • Support landscape and portrait orientations • A consistent layout and identification of elements • Position important elements before the page scroll • Grouping of elements - bigger tap target • A clear indication that elements are actionable • Provide instructions for custom gestures • Set the keyboard to the type of data expected • Multiple ways to enter data • Pre fill data if we have it • Use platform accessibility features
7. 1. Help people plan 2. Relevant and timely information 3. No clutter, detail is secondary Design principles
8. The prototype Tap targets Simple prototype: The first iteration kept things simple and just focused on three screens - favourites, all departures and assistance help
9. User testing with real users Revisiting some friendly faces: The prototype was retested at the Perth Busport with our reference group
10. Some of the ideas for the future Bring accessibility to the Transperth App Contextually aware price and ETA information Accessible service information disruptions Ability to plan a journey Virtual help points anywhere Beacon Way finding Predicting demand for services AR way finding AR Signage recognition
11. Questions?