Posts tagged “wayfinding”

Elizabeth’s War Story: Ramping Up

Elizabeth Allen is a UX Researcher at Shopify, an ecommerce platform based in Canada. She told this story live at the Interaction 17 conference.

A few years ago, I was working at Centralis, a UX research and design consulting firm in the Chicago area. One of our clients was a public transportation agency, and our project involved testing the maps and signage within and between transit stations by accompanying participants as they completed realistic wayfinding scenarios to try to get from station to station and find their correct train or bus.

As part of this testing, my research partner Kathi Kaiser and I included individuals with motor and visual disabilities to make sure they were able to navigate just as well as those who didn’t have these challenges. One participant, Susan, was in a motorized wheelchair, and we began our session with a scenario that had us traveling to a station and accessing an elevated platform where she would wait for a train.

Chicago summers can be very hot and humid, and this was one of the hottest of the year. We were all sweating by the time we got to the station even though it was just a short walk from the coffee shop where we met to start the session. Now, this station had no elevator; instead, outside the station was a very long ramp to reach the platform. This was probably the longest ramp I’d ever seen at a transit station — it had two or three switchbacks just to reach the top!

We started up the ramp, and when we were about halfway up, Susan’s wheelchair started slowing down. “Uh oh”, she said. “I think my battery is about to die. I totally forgot to charge it before I went out, and steep ramps like this always make it run out faster.” Sure enough, a few seconds later, the wheelchair slowed to a halt, completely dead.

At this point, we had to make a decision based on what was best for Susan and for the research: do we end the session early, push Susan’s chair back to our starting point, and explain to our client that we would miss out on gathering valuable accessibility insights, or do we see if we can find a power source and salvage what we can of the session? We explained to Susan that we could either end the session or try to keep going, and luckily, she was still excited about the session and was game to push on — literally.

After wheezing our way up the rest of the ramp, dripping with sweat, we got to the platform and found no electrical outlets in sight. The ticket counter was also closed, but after a lot of roaming around we were able to find the lone janitor. We were very fortunate, because he was extremely kind, and offered to let us plug Susan’s chair into an outlet in one of the back rooms.

This story ends happily. After a half hour or so, Susan’s chair was charged up, and during that time we were able to improvise some interview questions and short scenarios we could talk through with her while we waited. It really helped that we were able to think on our feet and that we had a participant who had a positive attitude and was interested in the session. Overall, we were able to salvage a research session that was difficult to recruit for, and our client was really happy with what we learned.

ChittahChattah Quickies

  • [from julienorvaisas] Awful elevator panel design [Boing Boing] – [Another entrant in what is becoming a theme on this blog: how-complicated-does-it-have-to-be-to-go-up-and-down?] Robyn Miller took this photo of a poorly designed elevator control panel.
  • [from julienorvaisas] David Hockney’s instant iPad art [BBC News] – [Now that's a convincing interface and experience.] "Who wouldn't want one? Picasso or Van Gogh would have snapped one up," the artist David Hockney tells me at the opening of his latest show in Paris called Fleurs Fraiches, or Fresh Flowers. "It's a real privilege to make these works of art through digital tools which mean you don't have the bother of water, paints, and the chore of clearing things away," he says. "You know sometimes I get so carried away, I wipe my fingers at the end thinking that I've got paint on them."
  • [from steve_portigal] Doonesbury Turns 40 [Rolling Stone] – [One of the most surprising bits in this Chip Kidd interview with Garry Trudeau. As consumers, we constantly make the mistake of conflating the artist with their art, the producer with their product. We know the material – sometimes very well – and so we really think we know the maker equally well. Trudeau reminds us, once again, that in least one critical way, we don't] I'm never happier than when I'm not working. The strip is a job ­ that's why I take money for it. It's a job I'm passionate about, but it's a job I totally leave in the studio when I walk out of here, unless I'm late and I have to work at home. I never think of the strip unless I'm compelled to.

Localized Wayfinding

parking
drawbridge
Airport Wayfinding, Schiphol Airport, Amsterdam, May 2009

The first time I ever encountered localized parking designation was my childhood visit to Disney World; the tram drivers reminded us we were parked in Goofy 7 or Mickey 7 or something. Of course, I still enjoy taking note of it (see a recent post here). The highly-localized version above was entertaining and both confusing and educational (the herring icon makes no sense until one discovers that the Dutch really love their herring). Now, this confusion is inevitable when traveling and (as I’ve written about before) can be a great opportunity for learning. And practically, most people that park at the airport are locals, not incoming tourists, so there is little impact on the experience from not understanding the reference. Indeed, since nothing about the icon is meant to convey its function, serving only to label a particular region, visitors can still make use of the bird-on-a-post (?) icon perfectly well, without any understanding of its meaning.

What is a map?

Here’s a detail from a flyer from a local Coastside restaurant

Note the schematic indicating their location. There’s a lot of local knowledge required to interpret that. Which direction is north? Are each of those towns equal distance from each other? Are they equal size? Are there stop signs located at those locations?

(Answers: right, not really, not hardly, no way)

Here, then, is a more familiar map, from Google.

El Granada doesn’t even merit text on their map, but they do a get a green arrow!

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