Central station is the busiest station in Sydney. This station was passed by millions of people. There are almost 20 opal card machines supply service for passages in three different exists. Opal card machine is a kind of automatic machine, which can conform Opal card works or not. In addition, Opal card machines are used to taping on and taping off Opal cards. In the whole station, there are some signs about guiding people where are they and how to go outside.
Some digital screens are located in the entrance of station and every platform, and these screens transmit stop information for passengers. The Opal card machine is consist of two screens and induction panels, which are shown on different side, and a pair of automatic doors to control the people in and out. This station is the biggest and oldest station in Sydney, and its over 100 years old. In this station, a variety of stores supply the services for passengers to satisfy the various daily requests.
Japanese Sushi Hubs, Chinese bread shops and local fast food shops are most popular. As we know, Sydney is a multi- culture city, and the users of Opal card machines are from different countries and all walks of life. So I think, to be the biggest station in Sydney, the problems of using Opal card machines are more common and representative, that is the reason why I observed the Opal machines in Central station.
I have observed twice in different period of time, 1:30pm-2:00pm and 5:30pm-6:00pm. The former period is a normal period; only some people finished eating lunch and go back to companies by train. Maybe you feel confused, why they did not go to lunch that near to their companies. Have to take the too far place, which needs by train. There is a commission if someone’s Opal card has been tapped eight times in a week, they do not spend money on taping. So, for tapping eight times as soon as possible, people make full use of Opal cards and machines. It is another reason, which causes to increase the number of passengers in off- peak time. When I observed in peak time, I figure out some problems. First of all, I observed some machines’ reactions are slower. When some people tap their Opal cards in the induction panel, the screen and automatic doors need recognize the card and open the doors in almost four seconds. In addition, each machine is not can continuously identify the Opal card, but need to when the end of the first card identification, and can brush the second, the third Opal cards. These two problems are major causes, which contributes to people congestion at peak hours. I observed some situations; some passengers cannot catch up the train because of several seconds. They feel very angry and annoyed. Second, the system of card identification and automatic doors cannot work at the same time.
Some people have tapped their Opal cards, and the automatic doors will open in two seconds. Furthermore, the system of identification is not very clear. Some people have tapped their cards, but the screen shows please try again or the automatic doors do not open. It caused people to think they did not tap, but the fact is they have finished tapping. They think they need tap their card again, so people change another machine. However, the screen shows ‘ your card has already tap on’, and the doors do not open. So people ask for help from traffic staff. At normal time, these problems will happen for several times. For my own experience, I have experience all of these experiences, I always need to ask for helps from staff. Sometimes, I think the system of Opal card machine is not clear to operate. It caused me need to check the record on Internet. In addition, I feel the space between two doors is a little small. When I go through the space, I feel crowed. For my observation, I saw it is very difficult for some passengers who carry some baggage to pass this passageway. When I finish these observations, I think the importance of designing daily infrastructures. Good design is closer and more care about people’s life.
Interview Question:
- What is your name? What is your occupation?
- Which suburb do you live?
- How often do you use your Opal card machine?
- Which station do you always pass?
- Do you get any experiences about using Opal card machine?
- What do you think which part of Opal card machine is best design, and which part is the worst design?
- What do you think people need pay more ticket fee at peak hour?
- To be an international student, what do you think about International students need double for the ticket fee than local students?
- In this whole environment, what do you think which part is broken, machine or people?
- Do you have any suggestions about Opal card machine?
Firstly, train is the most basic transport system in Sydney, and almost 80% people go to work by train. I think I need know interviewee’s job, student or worker. So I can know much about their using card machine’s time. In addition, I might know when they use these machines. I think I should know which station they always use. If they complain, I need to know where the problems are. Furthermore, I want to know that which parts are the best and the worst from using experience. I think interviewees’ thoughts can inspire designers, and bring some creative and useful ideas to designers. I think users suggestions are value and most close to users’ requests. In addition, I asked some questions about people’s livelihood. Even these problems are not close to user experience design; they are relative to people and foreigners’ equality. Australia is a friendly multi-cultural country, and every person regards here as their own country. However, many times for so small a regulation, when clear the relationship between foreign people and the local people. In this interview, I learned a user experience word – “persona” is an important concept. According to Cooper (1999), “persona refers to being fictitious characters, based on composite archetypes, and encapsulating ‘behavioral data’ gathered from ethnography and empirical analysis of actual users”. The persona as user experience design tool becomes more and more popular and the need for a common clearly defined standard becomes more and more important. I understand the production is really hard to satisfy everyone’s requests, it is difficult to achieve that the public infrastructures will be suitable for everyone. But everything needs an opportunity to have a try.
Mandy is an International student, which is come from China. She has been here almost one year. She still remember that when she use Opal card machine in the first time. She did not know how to use it, and there is no guidebook to teach her. The whole produce about using this machine was so tough. She said the staff is nice, and taught her how to use that. Unfortunately, her English is not good enough, she only can understand a little. She explained; she actually did not know what did she pay for every time. Even the screen showed, the record about charging is not the some price sometimes. It makes Mandy annoyed. She asked me why people do not design an APP for Opal card fees, just like Commonwealthy Bank App. In that APP, people can choose the language of different countries and learn how to apply the Opal card and machine, to check the time of the train information, booking tickets. You can also top-up your Opal card, and the information of each payment will be reported in the APP, let users more intuitive clear each fee, and the more intuitive understanding of the Opal card. She thinks the system of opal card needs to improve.
Can I say I am so happy that I got an opportunity to complain the Opal card machine? I think the machine is broken in the whole environment. I cannot tolerate the reaction of machines are extremely slow. And there is no indicator light to make me know when the automatic doors close. One day, my right leg in the case of without warning, was stroke by mechanical doors. I think I never ever forget that feeling, it is too hurt! I think that is not my fault; I just go through the gate as usual. The staffs need to redesign the whole system. I hope that nobody suffer this again. I also feel the space between two doors is a little smaller. Although I am a little strong, I still think this space need to improve. I have learned more vocabularies about user experience design. When I prepare my interview, I know the contextual interviews. According to Stickdorn, M. and Schneider, J. n.d, it refers to “the reviews are conducted in the environment, or context, in which the service process of interest occurs.” When we observe, shadowing is another useful technique for identifying the problems where has happened. At last, “personas are fictional profiles, often developed as a way of representing a particular group based on their shared interests”(Stickdorn, M. and Schneider, 2011). I am interested in taking the interviews, and I think user experience designers are the coolest occupation, because they create productions, and making a link between the costumers and productions. It is necessary and significant to redesign the Opal card machines and the whole system. Transportation management with the development of the city, as long as public transport handle, the city’s future will be more beautiful.
Reference list:
Cooper, A. 1999. The inmates are running the asylum, Indianapolis, viewed 1 November 2015
Stickdorn, M. and Schneider, J. n.d., THIS IS SERVICE DESIGN THINKING,.
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