Mixed method research on King County Metro stations around the University of Washington’s campus
Problem
University of Washington bus stops in the U-district are often crowded, especially in Seattle's rainy weather, leaving commuters, mainly UW students and staff, seeking shelter while awaiting buses. This project conducts discovery research to improve the functionality of these bus stops, ensuring efficient and comfortable experiences for commuters during peak hours.
Preliminary Research / Defining the Problem
The main prompt I was tasked with was to run user testing on the transportation system around Seattle. To make the problem more specific, I conducted preliminary research through online research. I created a question to lead my research and collected the following key points.
Waiting for the bus in Seattle is often unpredictable, leaving commuters guessing when they will arrive at a certain location. How can we improve the experience of waiting for a bus or other public transportation in Seattle?
Bus times are unpredictable regardless of online data
Google Maps is not accurate
Bus 472: waited 14 minutes once. On-time another time- personal experience
Reddit complaints in Seattle state how buses are never on time, upvoted by 138 people
Seattle Times report states that Seattle buses come at random times and commuters are frustrated about the lack of shelter
One Bus Away mentions how students stand for long durations of time
Results
Through preliminary research, I found it was more within my scope to research the bus station experience than the journey past the station. I pivoted my research to prioritizing the bus stations around the University of Washington.
Field Observations
Fieldwork involved thorough note-taking, recording all observed details, and later categorizing data. Observations focused on individuals at the University of Washington Nano Engineering building bus station, predominantly students, with additional participants potentially faculty, visitors, or local residents. Positioned within the NanoEngineering building, observations honed in on movement and positioning to discern participants' thoughts and emotions. Data was initially recorded in Google Sheets and later refined and categorized in Miro Board for streamlined analysis into nine sections.
To spearhead this fieldwork, I created a set of questions to answer through the observation sessions.
Next, in preparation for note-taking during field observations, I created another table with focal points during note-taking. Since field observations are fast-paced, this ensures that I can focus on 8 key observation points rather than frantically writing observations that may hold lesser weight than others. This tactic also organizes my data for ease of analysis post-field observation.
*priority focal points
Focal points with descriptions
Template used to note take
Analysis
Using Miro Board, I collected my notes and pasted them on sticky notes to group and categorize my findings. After reviewing the groups, I then found that many of the smaller groups can be categorized together as “Interactions with built environments.”
MiroBoard analysis of Field Observation notes
Findings
Not staying in place: Some bus waiters shifted weight or paced, while others remained still.
Waiting location: Participants often lined up by the light pole, with the covered area of the bus stop underused.
Interactions with the built environment: Commonly touched elements included the sidewalk curb and bus station walls, repurposed for seating or leaning
Reflection
Through 3 hours of observation, I was surprised that I only came out with 3 key findings. However, 3 hours of observing a bus stop also emphasized the fact that the main goal of a stop is to pass time while waiting for a bus to come by. The insights gained from the field observation were subtle but helpful. If I were to repeat this process with a larger scope, I would be interested in observing other bus stations to see how their built environments affect people’s behavior.
Interviews
Using the information from field observations, I created interview questions to deepen my understanding of others’ experiences when waiting for a bus. Since the field observations gave fewer findings than I initially expected, I allotted 30 minutes per interview but did not expect to use up the whole time. After the interviews, I compiled my findings onto a MiroBoard to group and categorize.
Results
Flawed Covered Area: Interviews revealed dissatisfaction with the covered area at the bus station due to water dripping issues and lack of visibility.
Validating a Route: Commuters expressed frustration with unclear signage and infrequent bus schedules, resorting to map applications on their phones for route validation.
Personal Space: Concerns about personal space were highlighted, with commuters maintaining a distance of approximately three feet from others while waiting at the station. Note: Covid-19 epidemic may have been a large contributor to this observation
Recommendations
Redesign the hood to direct water away, providing additional coverage by standing slightly in front of the hood, and improving the transparency of the walls to enhance safety and efficiency.
Implement digital boards displaying bus arrival times and destinations to enhance the waiting experience.
Incorporate visual cues such as cement tiles to suggest standing locations and promote personal space awareness.
Reflection
The interviews went well, they were natural in conversation, and I received valuable insights. I made sure to ask my questions but also open up the floor for the participants to bring up any points of their own. If I were to repeat this step, I would try to find participants who are staff or faculty to interview since they represent the second-largest majority of commuters in the area.
Surveys
Before conducting the surveys, I refined my research question based on the findings from the interview process.
Research Question: How can we make the experience of standing or sitting to wait for a bus at the University of Washington more intuitive and comfortable for commuters?
Analysis
First, I took my raw data and paired separate questions together to discover correlations and answer questions I had post-interview
Then, I converted my data into graphs. Some graphs were not relevant to my data and were not included.
Questions I wanted to be answered from the correlations
Do those who bus more frequently use the benches more because they are more comfortable with the environment?
Do accurate bus timing predictions affect a commuter’s experience?
Does the cover area usage depend on the weather? How effective is the covered area?
When do people use the covered area? Are there any limitations?
Key findings
The duration of how long commuters wait for the bus does not correlate to their experience
Lesser wait time = more positive experience
The cover is used more when it is rainy, but not significantly. From the survey and interviews, we can gather that the shelter area does not provide enough room for all who yearn for it
There is no correlation between those who bus frequently and those who use the seating under the covered area, but many people do express a desire for the covered area
From free response questions:
A commuter’s experience is more dependent on the total time they spend waiting for the bus as opposed to knowledge of the time they will have to wait
Many expressed affinity to larger covered areas
Recommendations
Expand the covered area so it encompasses more people
Provide more covered areas that are separate from the bus station covered area. For example, structures that serve an aesthetic appeal and additional coverage from the rain.
Reflection
The survey process was enlightening, especially when forming different correlations using the results. I found it most interesting when the correlations I made did not match up to previous findings. I wonder if it is because I had a smaller pool of responses than if I waited longer, or dealt out the survey to more communities. If I conducted the survey process again, I would try to acquire more participants to achieve a larger representation of the commuters.
Summary
Problem
University of Washington bus stops in the U-district are often crowded, especially in Seattle's rainy weather, leaving commuters, mainly UW students and staff, seeking shelter while awaiting buses. This project conducts discovery research to improve the functionality of these bus stops, ensuring efficient and comfortable experiences for commuters during peak hours.
Process
To uncover key insights, I employed a multi-method approach that included field observations, in-depth interviews, and comprehensive surveys. This diverse set of strategies provided a well-rounded understanding of commuter experiences and needs.
Key Findings
Environmental Interactions
Curbs and walls were commonly used for seating or leaning.
Route Challenges:
Commuters often relied on phone apps for route validation due to unclear signage and infrequent buses.
Space Preferences
Passengers preferred keeping about three feet of distance from others, likely influenced by Covid-19.
Location Preferences
Most lined up by the light pole, with the shelter being underused.
Shelter Complaints
Issues with the covered area included water dripping and poor visibility.
Shelter Usage in Rain
More people used the shelter during rain, but it often didn’t accommodate everyone, there was a strong preference for larger or additional covered spaces.
Recommendations
Digital Information Boards
Install digital displays showing real-time bus arrival times and destinations to improve the waiting experience.
Visual Cues for Personal Space
Use cement tiles or similar markers to indicate where to stand, helping passengers maintain personal space.
Redesign Covered Areas:
Modify the shelter to direct water away, provide additional coverage, and improve wall transparency for better safety and efficiency.
Additional Covered Structures and Seating Spaces
Add separate covered areas and seating blocks near the bus stop that are both aesthetically pleasing and provide extra rain protection and seating options.
Expand Shelter Size
Increase the size of the covered area to accommodate more passengers.
Next Steps
For an expanded project scope, the next steps would involve delving deeper into the University of Washington's brand identity and exploring how landscape elements can enhance bus stop areas. Given UW’s frequent use of trees in its design, integrating tree stumps as additional seating could blend functionality with aesthetics. Additionally, I plan to conduct another round of interviews, informed by the survey analysis, to better understand how seasonal changes influence commuter comfort and preferences.
Reflection
What I Learned:
Effective Note-taking: I honed my skills in capturing detailed and actionable notes during field observations and interviews.
Data Analysis Techniques: I learned to cross-analyze survey questions to uncover deeper insights and patterns.
Interviewing Skills: I developed the ability to conduct smooth and engaging interviews, enabling me to probe deeper into participant experiences and gather richer data.
Areas for Improvement:
Broaden Participant Demographics: For future projects, I aim to include a more diverse range of participants from different communities to enrich the data set and perspectives analyzed.
Refine Research Questions: I plan to streamline and fine-tune my questions to focus on eliciting high-quality, valuable insights with greater specificity and depth.
Reflecting on this project, I am proud of the valuable insights I gained and the personal growth I experienced through the research process. This journey has deepened my appreciation for UX research, particularly because it allowed me to engage directly with people and understand their experiences in a tangible, real-world context. Working on a project that extended beyond traditional technology interaction design was especially rewarding; observing and interacting with the environment felt both natural and enriching. This experience has illuminated the diverse possibilities within UX research, and I am eager to apply these skills to future projects, continually exploring how thoughtful, user-centered design can enhance everyday experiences.