CONCEPT
Bike storage system for NS
Innovative solution to bike parking systems for the national train provider Nederlandse Spoorwegen (NS)
Role
UX Researcher & Designer
Industry
Transportation
Duration
3 Months
Tools
Figma • Miro • Adobe Premiere Pro • Blender
Context
Nederlandse Spoorwegen (NS) is the national train operator in the Netherlands. Aside from running the trains, they provide other products such as bike share and storage facilities and partnering with other travel related companies such as car share. This project was specifically focused on the NS bike storage facilities.
Defining the problem
NS wanted more sustainable solutions to their bike storage facilities at their medium and small sized stations. Bike lockers are currently offered in two forms at these stations, generic two tiered open bike racks, and individual closed off lockers which give the user the freedom and security they seek. The negative to the lockers for NS are that they take up a lot of space and are therefore limited in supply. NS would like a better solution that utilises space better, provides more parking and gives the user more safety and security when locking their bike.
Objectives
The objectives and goals of each major stakeholder are defined below:
The Client: Looking for a solution that allows users to reap the benefits of personal lockers, in a flexible small station solution which carries added benefits such as social & welfare improvement.
The UX team: Designing an innovative concept which goes beyond previous thinking for bicycle parking facilities and incorporating a user-focused journey.
The User: Having a solution which allows the parking of bicycles at stations in an easy, secure, and efficient manner.
Research
In this project, 5 research methods were chosen to understand the pain points and user journey. The 5 research methods were the following: Survey, Role-Playing, Fly on the wall observation, Directed storytelling and Desk research. In this project I took the lead for role playing where I designed the set up for the method, and lead each of the scenarios with the user to gain the data. The technique involves playing out the user's perspective in real-world situations to increase empathy and identify opportunities and obstacles in design. This method was chosen to understand our user's behaviour in certain scenarios. Users were encouraged to think aloud during the role play and by asking some interview questions at the end, it allowed me to gain insights into the attitudinal side of the user.
Throughout the research phase, the data was organised and analysed via a synthesis wall to give an overview of progress and connect relevant data points into actionable knowledge. This knowledge was utilised to create a user journey map and personas for 3 different user types.
Context
Nederlandse Spoorwegen (NS) is the national train operator in the Netherlands. Aside from running the trains, they provide other products such as bike share and storage facilities and partnering with other travel related companies such as car share. This project was specifically focused on the NS bike storage facilities.
Defining the problem
NS wanted more sustainable solutions to their bike storage facilities at their medium and small sized stations. Bike lockers are currently offered in two forms at these stations, generic two tiered open bike racks, and individual closed off lockers which give the user the freedom and security they seek. The negative to the lockers for NS are that they take up a lot of space and are therefore limited in supply. NS would like a better solution that utilises space better, provides more parking and gives the user more safety and security when locking their bike.
Objectives
The objectives and goals of each major stakeholder are defined below:
The Client: Looking for a solution that allows users to reap the benefits of personal lockers, in a flexible small station solution which carries added benefits such as social & welfare improvement.
The UX team: Designing an innovative concept which goes beyond previous thinking for bicycle parking facilities and incorporating a user-focused journey.
The User: Having a solution which allows the parking of bicycles at stations in an easy, secure, and efficient manner.
Research
In this project, 5 research methods were chosen to understand the pain points and user journey. The 5 research methods were the following: Survey, Role-Playing, Fly on the wall observation, Directed storytelling and Desk research. In this project I took the lead for role playing where I designed the set up for the method, and lead each of the scenarios with the user to gain the data. The technique involves playing out the user's perspective in real-world situations to increase empathy and identify opportunities and obstacles in design. This method was chosen to understand our user's behaviour in certain scenarios. Users were encouraged to think aloud during the role play and by asking some interview questions at the end, it allowed me to gain insights into the attitudinal side of the user.
Throughout the research phase, the data was organised and analysed via a synthesis wall to give an overview of progress and connect relevant data points into actionable knowledge. This knowledge was utilised to create a user journey map and personas for 3 different user types.
Design Development
Design requirements were created by using the MoSCoW method to help find what was most important in the design process and to keep focus on the most important user factors. We these design requirements, How Might We (HMW) statements were made through a group brain dump before dot voting for the strongest statements.
Through multiple stages of ideation and concept development, the final 3 concepts were decided on. These 3 concepts were then storyboarded and presented in a meeting with the client. The suspended bike system was the agreed upon concept that was selected to develop further. With further ideation on the concept using techniques such as Lotus Blossom to develop 5 further ideas on the concept, an evaluation matrix helped to focus on one idea.
Prototyping
A user walkthrough was made by prototyping the idea to see how the space works for the commuting users and what potential complications a user would face when using the suspended bicycle system. This allowed for a heuristic look at the full service design in the NS architecture.
Design Development
Design requirements were created by using the MoSCoW method to help find what was most important in the design process and to keep focus on the most important user factors. We these design requirements, How Might We (HMW) statements were made through a group brain dump before dot voting for the strongest statements.
Through multiple stages of ideation and concept development, the final 3 concepts were decided on. These 3 concepts were then storyboarded and presented in a meeting with the client. The suspended bike system was the agreed upon concept that was selected to develop further. With further ideation on the concept using techniques such as Lotus Blossom to develop 5 further ideas on the concept, an evaluation matrix helped to focus on one idea.
Prototyping
A user walkthrough was made by prototyping the idea to see how the space works for the commuting users and what potential complications a user would face when using the suspended bicycle system. This allowed for a heuristic look at the full service design in the NS architecture.
Using service design thinking to see how the space works for commuting users and what potential complications a user would face.
We used a combination of video and sclae model people to get a POV perspective of how the user interacts with the space, higliting issues such as bikes coming into open space for retrieval.
Utilising a 3D model in Blender allowed us to make refinements within the prototyping phase as more ideation and testing is completed.
Testing
Further testing was conducted on the elements within this concept using a variety of techniques. These techhniques included the following:
User walkthrough - By using the prototype we used models to create a walkthrough of the experience in different scenarios such as a quiet period vs a busy commuting period. We also utilised a camera at POV eye level of the model to immerse oneself into the role of the user. It was found that space between the loading lanes was useful but things can still be busy and the idea of cable loading may be innefficient. The second iteration utlised 3D modelling to create a model that had more curvature to enhance a more pleasant commuting experience, keeping the free flow of movement and utilising the wall space for bike transportation.
User behaviour - Using a physical bike storage facility and drawing arrows and signage on the floor, the hypothesis was that user beahviour could be influenced the manner of signage and colours adopted. The results showed that user were indeed influenced by the signage, with some actively changing their trajecotry when seeing the arrows which aimed to direct them through a certain door. It was also seen that some users would not exit through the same door as others were entering. The findings helped develop the idea of how users see signage, how the flow of movement can be optimised and how this aligns to a pleasant, accesible experience for all.
Wayfinding - Throguh the technique of roleplay, users would go through the process of using a colour and shape coded system to place their bike in the zone and later come back to find their bike in the designated zone. This role play was designed to answer whether the system was easy to use and whether it is clear on what action is needed from the user. The findings showed that clear communication is needed for unfamiliar processes and iconography on it's own is not enough. Once understanding is gained, the retainability of using such a system is quick and easy for the user.
Testing
Further testing was conducted on the elements within this concept using a variety of techniques. These techhniques included the following:
User walkthrough - By using the prototype we used models to create a walkthrough of the experience in different scenarios such as a quiet period vs a busy commuting period. We also utilised a camera at POV eye level of the model to immerse oneself into the role of the user. It was found that space between the loading lanes was useful but things can still be busy and the idea of cable loading may be innefficient. The second iteration utlised 3D modelling to create a model that had more curvature to enhance a more pleasant commuting experience, keeping the free flow of movement and utilising the wall space for bike transportation.
User behaviour - Using a physical bike storage facility and drawing arrows and signage on the floor, the hypothesis was that user beahviour could be influenced the manner of signage and colours adopted. The results showed that user were indeed influenced by the signage, with some actively changing their trajecotry when seeing the arrows which aimed to direct them through a certain door. It was also seen that some users would not exit through the same door as others were entering. The findings helped develop the idea of how users see signage, how the flow of movement can be optimised and how this aligns to a pleasant, accesible experience for all.
Wayfinding - Throguh the technique of roleplay, users would go through the process of using a colour and shape coded system to place their bike in the zone and later come back to find their bike in the designated zone. This role play was designed to answer whether the system was easy to use and whether it is clear on what action is needed from the user. The findings showed that clear communication is needed for unfamiliar processes and iconography on it's own is not enough. Once understanding is gained, the retainability of using such a system is quick and easy for the user.
Final Conecpt
3D models showing the vertical system in place with a digital floor controlling the flow of commuters.
Final Conecpt
3D models showing the vertical system in place with a digital floor controlling the flow of commuters.
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Interested in connecting?
Let’s talk projects, collaborations, or anything design!
Interested in connecting?
Let’s talk projects, collaborations, or anything design!
Interested in connecting?
Let’s talk projects, collaborations, or anything design!