2. About Davis Associates
User insights for design
• We are user insights specialists
• We’ve been working in user-centred
design since 1986
• Based in Potters Bar, Herts
• Registered Consultancy with the
Institute of Ergonomics and Human
Factors
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3. About Davis Associates
User insights for design
Consumer Wayfinding User Medical
products experience devices
User Transport Information Aircraft
interfaces systems design interiors
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5. The Heathrow pod
A world first
A personal rapid transit (PRT) system
Fully automated driverless vehicles
deliver you directly to your destination
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7. The Heathrow pod
A world first
The pilot scheme
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8. In the beginning
By 2005, ULTra PRT had
developed a
demonstration prototype
vehicle and a test-track in
Cardiff
By 2006 they had secured
investment from BAA to
develop a PRT system for
Heathrow
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9. The passenger experience working group
BAA set-up a multi-disciplinary
team in April 2006
Service Architect Industrial design
proposition
PRT technology Civil engineering Human factors
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10. Putting the passenger first
Initial user insights
• Ethnographic research around the airport
• Benchmarking of the bus service
• Focus groups
A passenger-led, not technology-led
development process
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11. Putting the passenger first
Personas
• Defining passenger needs through
archetypical characters
• Each character has a back story to
encourage empathy
• The full set embody a wide of user needs
• These stay in the minds of the team and
inspire and influence design decisions
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12. Service proposition
Functional requirements:
• As easy to use as a lift
• 95% of first time users should be able to
programme a destination and depart
within 30 seconds.
• Fully accessible
• Accommodate four adults and their
luggage
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13. Service proposition
Emotional requirements
Research by BAA
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14. Focus group
feedback
The severity of the scepticism demonstrated the huge opportunity to deliver a
‘wow’ factor with the ‘on-demand’ concept underpinned by solid reasons to
believe.
Research by BAA
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15. Service proposition
Minimum requirement:
Must be a better experience
than using the bus
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16. Early design concepts
One of many exterior design concepts
Early station concepts
Pod interior
Images from Jones Garrard MOVE
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17. User interaction design
Information flow sequence and timing
Wireframe for the destination selection panel touchscreen interface
System-wide user interaction
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18. User interaction design
Initial conceptual passenger testing
Early interactive
simulation for
exploratory testing
Conceptual screen designs for testing purposes
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19. First mock-up user trial
Set-up
Touchscreen prototype
Station mock-up with working bay doors
Vehicle mock-up
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20. First mock-up user trial
Participants
A diverse range of trial participants
Passengers with mobility and sensory impairments
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21. First mock-up user trial
Procedure
Video recorded for subsequent analysis
Post-trial qualitative interviews Groups and individuals used the system without instructions
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24. First mock-up user trial
Vehicle interior layout
Trials with different interior space
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25. Vehicle design development
Ergonomics rig
Ergonomics development rig
Head clearance tests Test rig for emergency escape hatch Client and design colleagues try the seat meant for two
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29. Testing the passenger experience
Interactive end-to-end journey simulation
The interactive simulation was tested with passengers in Terminal 1
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30. Testing the passenger experience
Interactive end-to-end journey simulation
Detailed storyboard
Example screens
Testing in the Terminal 1 departure lounge
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32. Operational testing
Construction phase complete - 2010
Operational testing commenced as soon
as the construction phase finished
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33. Operational testing
A series of passenger trials prior to opening
Basic functionality trial
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34. Operational testing
Business passenger trial
Business user trials
On-line quantitative questionnaire Journey shadowing - video recording the destination selection touchscreen in use
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35. Operational testing
Testing the call-forward system
Studying passenger behaviour
The call forward point is where passengers decide which bay to use
De-brief session with participants
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37. Operational testing
Control room systems and procedures
• Control room layout and
physical ergonomics
• Task analysis and control
system functionality
• Graphical user interface
• Non-standard use-case trial
to test the system response
Assessment of control systems and control room operations
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