is tf l ready for london 2012?

Is TfL ready for London 2012?

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User Experience

London 2012 Visitors Metrics

Usability Test Image-Meaning Association Test

5Participants

Olympic Games Journey

Cycle Hire

Upgrades & Delays

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Metrics

• Percentage of participants able to successfully complete a task !

• Frequency of critical errors !

• Number of unique critical errors !

• Frequency of terms given by participants at the end of each scenario

Usability TestMicrosoft Desirability Toolkit

PositiveEasy to useValuableFunTime-savingSimpleEmpoweringExcitingTrustworthyReliableEfficient

NegativeStressfulComplexHard to useTime-consumingSophisticatedFrustratingIntimidatingBusyInconsistentNot valuable

Image-Meaning Association Test

What does this image mean?

12Participants

• Percentage of participants who were able to successfully associate all images with the correct meaning

!

• Percentage of participants who were able to successfully associate an individual image with the correct meaning

Results

Usability TestResults

60%Successful Completion

Usability TestResults

“Find out how long the journey to the Aquatics Centre will take, along with information about the

return journey following the completion of the event. What is the cheapest fare for these two

journeys for a single individual excluding Oyster Card options”

Usability TestResults

Mistaking an advert as content

Usability TestMetrics

4Unique critical errors

Usability TestResults

“As a regular London commuter, you are concerned that the Olympic Games will cause

significant delays across the public transportation network. You are therefore keen to explore other modes of transport including

the new Cycle Hire option”

Usability TestResults

Usability TestResults

Membership Key cost

Late Return charge

Damage charge

Non-return charge

Multiple Keys cost

Usability TestResults

Confusion over website

Usability TestResults

Usability TestMetrics

3Unique critical errors

Usability TestResults

“This weekend you are travelling around London to see some friends. As a regular

commuter in London, you know that the Tube is often affected by maintenance work during

the weekends.”

Olympic Games Journey

Cycle Hire

Upgrades & Delays

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92%negative

60%negative

75%negative

Usability TestResults

Image-Meaning AssociationResults

Image-Meaning AssociationMetrics

0

2

4

6

8

10

12

Bus Coach Cycle DLR Rail River Tram Tube

Successful Failure

Image-Meaning AssociationResults

• Coach • Bus yellow • Bus • No buses • No answer

Image-Meaning AssociationResults

Recommendations

Ensure all Olympic Games venues are added to the Journey Planner database

RecommendationsNumber 1

All adverts should be clearly identified as advertisements

and placed away from the main content area

RecommendationsNumber 2

Clearly and distinctly separate the Barclays Cycle Hire

information from the general cycle section

RecommendationsNumber 3

Do not overwhelm users

RecommendationsNumber 4

Use different pictograms for the Bus and Coach mode of

transport

RecommendationsNumber 5

RecommendationsNumber 5

Thank you

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