BART Kiosk Redesign

A redesign of the Bay Area Transit System (BART) kiosk system

Goal

BART is one of the transit systems in San Francisco. We were challenged to evaluate the current BART system and redesign a new kiosk that allows riders to select their destination and quickly purchase tickets.

 

Over a 4 week period, my partner and I conducted user research, created paper and digital prototypes of the UI, and performed rounds of usability testing.

Key Roles 

Design Research, UI Design, Service Design, Usability Testing, and Prototyping

Course Advisors

Kristian Simsarian (IxD Foundations)

Lauren Ruiz (Design Research)

Team

Amber Murray (MDes - IxD)

Project Length

4 weeks

User Interviews

We interviewed 12 different people at the BART station who ranged from first-time riders, experienced riders, and BART employees. We collected feedback on positive and negative experiences with using the kiosk.

Using the Kiosk
Using the Kiosk

We used the kiosk functionalities ourselves to determine what were some touch points that could use improvements.

BART Rider
BART Rider

Interviewed different types of BART riders to get their perspectives on using the kiosk.

Research Synthesis

After conducting interviews, we started synthesizing the data into personas. From there we started listing out features that we wanted to include. Using a prioritization matrix, we listed out the most and least important features. 

Creating Personas
Creating Personas

Synthesizing user research gathered after visiting a BART station and developing personas.

Wireframes

We rapidly began doing hand sketched wireframes. We used paper prototypes to rapidly get feedback, which helped us determine improvements to the design and screen flows.

Paper Prototypes
Paper Prototypes

After synthesizing user data, we began to rapidly prototype a series of paper wireframes.

System Flows
System Flows

After doing a rapid prototyping session on paper, we mapped out the flows of the BART kiosk to determine it's click per screen efficiency.

Environmental Design

As part of the improvement of the BART kiosk, we also recommended environmental changes to improve the rider's experience in the station. Improvements included maps, signage, wayfinding, and a train schedule/update board.

Station Entrance
Station Entrance

Information placed throughout the BART station was also evaluated and we recommended some contextual information updates to the environment.

Usability Testing

We conducted four rounds of usability testing to validate the different changes on the BART kiosk UI. The first round was conducted in person. The next two rounds were conducted remotely on UserTesting.com.

Usability Testing
Usability Testing

We conducted several rounds of usability testing to measure how BART riders would interact with our new kiosk design.

Final UI

Based on the feedback from our usability testing, we made our final series of screens.

Digital Prototype
Digital Prototype

After conducting four rounds of usability testing, we refined our final digital prototype based on user feedback.

Usability Poster

As part of our final user testing results and design iterations, we created a usability poster to demonstrate our findings.

BART Usability Poster
BART Usability Poster

Final project poster describing how the UI designs changed over several rounds of usability testing and displaying qualitative and quantitative metrics.