Applying UX methodology to human factors in the rail industry

Workshop abstract: (estimated duration 60-90 minutes) Travel by rail can give people freedom, allow them to discover new places, and be more independently mobile than they otherwise might be. However, the experience for some... [ view full abstract ]

Workshop abstract: (estimated duration 60-90 minutes)
Travel by rail can give people freedom, allow them to discover new places, and be more independently mobile than they otherwise might be. However, the experience for some is not always as positive as it could be. Understanding your customers and employees is key to being able to design and implement the best environments, services and processes for them. Our workshop has been designed to showcase a range of methods used in user experience (UX) research and how to apply them provide insights in the rail industry.

At System Concepts we have been providing UX, ergonomics and human factors support for more than 30 years. We would be delighted to share some of our insights into how UX methods could be used to support human factors in the rail industry. Our workshop will introduce people to innovative methods and give attendees a new perspective on investigating and improving the user experience for passengers and employees on the rail network.

Using UX methods you can gain insights into rail users’ perceptions, behaviour and attitudes. Our workshop will focus on practical examples that are easy to relate to and bring the methods to life. We will discuss the background of a range of UX methods and invite attendees to participate by trying out some methods. Attendees will learn how to apply UX methods to elements of a passenger journey from booking train tickets and accessing stations, to way finding and communications and physical interactions.

One of the methods we will discuss and encourage attendees to participate in is empathic modelling. Almost one in five of the world’s population has some form of disability. In the UK alone, there are nearly 10 million people with disabilities with a disposable income of nearly £50 billion. Empathic modelling is a method best used to try and put the designer into the shoes of a person with motor or sensory impairments. Approaches can be simple but very effective to gain a perspective for the challenges faced by people with disabilities when travelling on the rail network. System Concepts will provide examples of, and have a range of approaches for empathic modelling from the use of visual impairment simulation glasses, to specialised clothes to restrict movement to simulate mobility impairments such as reduced dexterity.

A second method to be explored will be ethnography and cultural probes. These can be a great way to capture insights about passengers and their activities in context. There are a range of ways to implement these methods from shadowing to diary studies, videos and photography. Using these methods you can gather insights into personal, social and technological factors that influence individuals’ behaviour when travelling on the rail network.

Other methods we would like to share include participatory design, rapid iterative testing and evaluation and personas. Our workshop would allow attendees to creatively explore UX methods and get hands-on experience of what it would be like to apply them in the rail industry.