Design Challenge

Fix BART!

Process - Research

Field research at a BART station

Research notes

Kiosk display is surprisingly not touch-enabled

Research Learning

• Travelers expects touch screen, but found themselves repeatedly touching the screen with no response
• Mental model mismatch, current BART system start with payment options while most other checkout systems end with payment options

Process - Inspiration

Experience Map for Non-Commuter Tourists
I started by mapping out the experience of a non-commuter tourists, because they are the type of persona who will need the kiosk to be easy to understand and simple to operate

Persona for Daily Commuters
I also created a local persona to address additional needs a kiosk may provide for someone who uses the BART system on a regular basis. Frequent travelers have different needs than visiting travelers such as: getting refills, getting refunds,
getting additional deals or passes

Process - Prototypes

Wireframes

System map and search

Search methods

Current ticket designs

Ticket redesign sketches

Ticket redesign mockups

Kiosk layout redesign and payment interactions

Current kiosk

Redesigned kiosk sketch

Prototyping voice interactions

Demo

Interactive Prototype - Try It Out
It's interactive, please click/touch to try it out!

Video
Please turn on Closed Caption for text walk-through of the demo