Observation. Pick a piece of interactive technology in public, used by multiple people. Write down your assumptions as to how it's used, and describe the context in which it's being used. Watch people use it, preferably without them knowing they're being observed. Take notes on how they use it, what they do differently, what appear to be the difficulties, what appear to be the easiest parts. Record what takes the longest, what takes the least amount of time, and how long the whole transaction takes. Consider how the readings from Norman and Crawford reflect on what you see.
For this assignment, I decided to use both my extended experience with and observations of the NYC subway entrance process.
I have both experienced and observed the NYC subway entrance experience be troublesome in every step of the interaction, from initially deciding which direction the Metro Card should face when being slid, to the anxiety that is felt as you slide your Metro Card if you are unsure how much fare is left on the card. In addition, as exampled by the previous video, making one's way through the vertical or horizontal turnstile with any amount of groceries, gear, or luggage can be a true adventure in spatial awareness. All of these problems can lead to rushing to catch the next available train, and as most New Yorkers can attest, this is usually an act that is done with a certain level of anxiety and disregard for the one's own physical health and the health of those in the way.
What I have noticed in my experience and observations is that the NYC subway entrance experience can easily frustrate the potential rider who is attempting to gain entry through the subway turnstiles and also the potential riders who are waiting in line behind the rider in question. I observed this experience only heighten the anxiety of catching the next train in order to achieve arrival at a rider's destination on time.
Below are the major categories of frustrating user interactions with subway entry I noticed:
Sliding your card
For the first time subway rider, figuring out which way the card faces as it is slid can be confusing. Though it is true the card has the magnetic strip that is actually read on only one side, knowing which way to put this into the card slider can be confusing. There is a diagram on the card slider that indicates the direction the card should be slid but nothing that indicates which way the card should face as it is slid.
For an experienced New Yorker this is an afterthought. We all know the card faces us (faces in) as we "swipe" to go through the turnstile. However, an unknowing tourist or preoccupied rider could easily mistake which way the card should face as it is slid causing a quick backup during busy subway conditions.Card reader
Personally, my most frustrating experience with the subway system is my card not being read properly. When I am in a hurry, my MetroCard can be slid at a rather high velocity that at times does not allow for the card to be properly read. The problem with this system is that by the time I alerted that my card has not been properly read I am usually nearly falling over the turnstile due to its not releasing. I then have to go back to the card slider and attempt to do the whole process again. Fortunate for me, I have experience attempting to run over defensive backs on the football field, for the less physically experienced subway rider, this sudden stop of momentum can be jarring and even painful. Having to redo the whole process also slows the subway line and in my observation creates many a frustrated potential subway rider.
Turnstile operation
If a rider's Metro Card is both held and slid properly, getting through the turnstile can be a physically rewarding feat. The horizontal turnstiles create a nice experience of getting through something that would normally seek to oppose. In my experience, most people like the feeling of accomplishing something physical even if it is an often overlooked experience like physically powering the subway turnstile.
In my observation, one of the problems when navigating the turnstile is when a potential rider has more than one bag or a large object like our NYC surfer from the video above. Multiple bags or large objects can require a user to contort his or her body and use muscles not normally accessed. The vertical turnstile confronted by our surfer in the video is especially notorious for how difficult it is to navigate with multiple bags or even one medium to large bag.
When confronting the vertical turnstile with multiple bags or large items it is necessary to think ahead and not start to turn the turnstile before all of your gear is in with you.
When is the train coming?
If you setup camp near any subway entrance in NYC you will certainly see a great number of potential riders scurrying down the stairs attempting to expediate the subway entrance process. This is logical as it gives a rider the best possible chance for catching the greatest amount of trains. I observed this phenomena start what I would call a "cascade" of feeling rushed which should certainly cause mistakes and lack of clear thinking that could directly lead to problems in the previous three areas.
Conclusion
I observed these four areas both frustrate and consume undo energy from potential NYC subway riders. I think it is possible to address some of these problems with solutions that would make riding the subway a more enjoyable and less stressful (and painful) experience.
I will detail some potential solutions in suggestions in a following post.
