User Centred Design

of ULTra for LHR

Karl Humphreys Gary Davis MD
MoMat Davis Associates
Overall Passenger Experience
Leave
Plan & Enter station Board and Travel to Elevator /
Travel to Park vehicle
Book Select start Terminal 5 walk to
Airport Car and
Travel destination vehicle (MSCP 5) check in
station

Leave Travel Enter

Board and Walk / elevator
Leave Find vehicle to car Station Pay for Arrivals
start to PRT station
airport car and park Select Parking Hall
station (N3) vehicle (MSCP 5)
destination
Better than a Bus…
  (Almost) No waiting   Understood experience
  Personalised direct   Driver to help – baggage,
experience directions, security
  Quick - no traffic   Get on an see (lost car)
  Semi private   Large groups
Passenger Experience Working Group

  Success for BAA is determined   Usepassenger testing to de risk

by the overall passenger key areas of the passenger
experience experience
  Team formed to develop the   Vehicle Design
overall design   Station Layout
  Vehicle design   Seamless Experience
  Station Design
  Guideway design
  Interaction Design
  Proposition Design
  Brand Design
  Wayfinding
Vehicle Design

  Size of interior (length, height)   Button and screen positions

  Seating arrangement   Emergency exit
  Number of passengers   DSP – vehicle relationship
Station Layout

  Queuing patterns   Multiple bay layout

  Sharing pods   Station layout
  Passenger timings   Passenger Interaction
Seamless Experience

  End to end experience (web to trip home)

  Integration with car park experience
  Integration with airport experience
  Interface design
  Passenger flow
  Wayfinding
Putting the passenger first

  Ethnographic research of passenger   Passenger insights drive

behaviour and needs development process (not just the
technology)
  Creation of 'personas' to inform and
guide design decisions   Passenger feedback used to de-
risk the design early in the process
  Development of 'Use cases' to test
the system design
Vehicle Design – Method
  Full size mock up of station and vehicle
  Mock up vehicle with “adjustable” seat
positions
  Working touch screen interface and
doors
  Cross section of passenger types (with
luggage) - adults, children and a guide
dog
  Tasked to: select destination, board
vehicle and exit vehicle
  Simulations of emergency exit
Vehicle Design - Testing
Station Layout – Method

  Full size mock up of 2 berth and

4 berth stations
  Passengers with luggage
simulate normal and disrupted
service levels
  De risk station layout and
understand loading and
disembarking timings
Station Layout - Testing
Seamless Experience - Method
  Qualitative user feedback on the
end to end user experience
  Investigate passengers
understanding and decision making
  Qualitative performance data (e.g.
touch screen timings)
  Interactive touchscreen simulation
Seamless Experience - Testing
  Understanding of berth status
  Timings of touch interface
User Centred Design

  User-centred design used through out the design

and development process
  Passenger testing used to de risk such a new
passenger experience as the Heathrow PRT
  Karl Humphreys
MoMat
  BAA   Venture Three
  Gary Davis MD
Davis Associates   ATS Ltd   Jones Garrard Move
  Gebler Tooth Architects   Distillery
  Davis Associates   MoMat