User Research: Bus Waiting Experience
I conducted user research on bus waiting experience at UW campus to reduce people’s potential frustrations while waiting for buses.
During the user research, I used field study, semi-structured interview, and survey to collect both qualitative and quantitative data of the users.
Duration: 10 weeks
Role: User Researcher
Tools: Google Form, Google Spread Sheet
Skills: User Research, Information Visualization, Thematic Analysis
Motivation: Secondary Research
“Metro gives a 7-minute window, from 1.5 minute early to 5.5 minute late, for a bus to be ‘on time’ (Gutman 2018)“
While users believe that the bus will be on time according to the bus schedule device, they may spend more time waiting or miss a bus.
“Comfortable waiting environment is the fourth important elements in bus waiting experience in a survey (Schmitt 2017).”
Environmental factors including locations and facilities.
I. Field Study
01 Setting
Purpose
To observe overall experience
Location
N & S bounds of Stevens Way & Benton Ln
Time
10 AM, 1 PM, 5 PM (total 3 sessions)
Area of Focus
02 Results
Safe Distance
People tend to keep a distance from others, thus leaving some empty spaces on the bench and at the shelter.
Look Up and Down
People need to frequently check if the bus is coming by looking up, while this interrupted what they are originally doing.
Longer Route to Bus Entrance
People tend to cluster at a point while waiting for bus. However, if bus does not stop at the “expected“ point, they need to walk extra steps to the bus entrance. There was no clear sign of where the bus should stop.
03 Design Recommendation
Targeting Safe Distance
Separate the seats instead of sharing seats may safe some spaces that were otherwise left between people
Targeting Look Up and Down
Install audio alert at the bus stop that says which bus is arriving, so people can focus on their work without consistently looking up. For accessibility concern, also install a visual reminder.
Targeting Longer Route to Bus Entrance
Include indicators such as arrows and line to indicate where to line up and where certain bus should stop at.
04 Field Observation Report
Refined Design Question
How to improve people’s bus waiting experience on UW campus, specifically by tackling the interaction between people, their possessions (especially devices), or the bus stop facilities
II. Interview
01 Setting
Purpose
To understand underlying reasons for specific behavior
Sessions
3
Location
Allen Library Research Commons, University of Washington
Interviewee Inclusion Criteria
Someone who takes buses more than two days a week.
Interview Questions
02 Results
Time Checker
“I check One Bus Away before and after getting to the bus stop. I still keep glancing up.“
Don’t Leave Me Behind
“It’s hard for the driver to see people in the bus [waiting] shelter“. There’s a chance that people miss a bus because bus driver couldn’t see them.
The Beauty Makes My Day
“The stop at Nordheim has a quote from a book on the shelter. I found it really interesting. It gives that bus stop sort of identity“
03 Design Recommendation
Targeting Time Checker
Make the checking time process less visual, as mentioned in the field study design recommendation.
Targeting Don’t Leave Me Behind
Remove one of the two side boards at the shelter to widen visual fields, and add reflective mirror.
Targeting The Beauty Makes My Day
Install interactive design pieces at the bus shelter to make the time waiting buses valuable.
04 Interview Report
III. Survey
01 Setting
Purpose
To gain input from larger population and verify previous findings
Methodology
Created Google Form survey and post on Facebook, Instagram and Reddit (most of the replies will be from people around University of Washington)
Replies
54
Survey Question Overview
02 Results
Most people do not consider checking bus arrival time as interruption nor frustration.
Missing a bus and bus not on time are the must frustrating bus waiting experience.
People hold neutral opinion in whether artwork can contribute positively to bus waiting experience
03 Design Recommendation
Inform people about the bus status more accurately to reduce frustration
Show the fullness of bus on app, so people can avoid full bus that will likely not to stop
Show the continuous route of bus like Uber app does, to reassurance the bus real position to users
04 Survey Report
Challenges
Field Study
Lacking specific targets to observe
May add in my own experience and expectation
Interview
Hard to avoid leading questions
The conversation may shift to a not-related topic
Survey
The replies are not adequate enough to make any significant conclusion