PROJECT BRIEF
Using design research in collaboration with Edmonton Transit Service(ETS) discover and define the ETS ecosystem and its impact on safety and security for transit users. Using information gained during the discover and define phase create a product that improves ETS safety and security.
Using design research in collaboration with Edmonton Transit Service(ETS) discover and define the ETS ecosystem and its impact on safety and security for transit users. Using information gained during the discover and define phase create a product that improves ETS safety and security.
RESEARCH METHODS
• Ecosystem Mapping
• Qualitative research (observations, field studies, user Interviews, usability testing)
• Literature Review & Comparative Analysis
• Quantitative research (data review of transit watch, security calls, etc.)
KEY FINDINGS (DISCOVER & DEFINE)
• Ecosystem Mapping
• Qualitative research (observations, field studies, user Interviews, usability testing)
• Literature Review & Comparative Analysis
• Quantitative research (data review of transit watch, security calls, etc.)
KEY FINDINGS (DISCOVER & DEFINE)
1: Information Gap & Transparency
• Important safety information communicated on small stickers and signs
• Function of emergency infrastructure is unclear to rider “What happens when I press this button/use this phone?”
• Information on safety is outdated, in need of maintenance, etc.
2: Perception of One Way Communication
• People feel safe when they are able to contribute to the conversation and development of their city
• There is a general feeling of apathy towards safety in the ETS system, riders do not feel empowered
• Riders feel like they are talking to a void, lack of feedback
3: Feeling Unsafe
• Riders feel unsafe when they encounter violent or impaired individuals
• Riders are unaware of the amount of effort being put into Safety & Security
• High amount of negative interactions with non-riders
DESIGN PROBLEM
“How can design thinking connect riders to Safety & Security Services in order to improve Rider
Safety and public perception of the Edmonton Transit System?”
• Important safety information communicated on small stickers and signs
• Function of emergency infrastructure is unclear to rider “What happens when I press this button/use this phone?”
• Information on safety is outdated, in need of maintenance, etc.
2: Perception of One Way Communication
• People feel safe when they are able to contribute to the conversation and development of their city
• There is a general feeling of apathy towards safety in the ETS system, riders do not feel empowered
• Riders feel like they are talking to a void, lack of feedback
3: Feeling Unsafe
• Riders feel unsafe when they encounter violent or impaired individuals
• Riders are unaware of the amount of effort being put into Safety & Security
• High amount of negative interactions with non-riders
DESIGN PROBLEM
“How can design thinking connect riders to Safety & Security Services in order to improve Rider
Safety and public perception of the Edmonton Transit System?”
GOALS
• Improve adoption of ETS safety and Security Services
• Demystify Safety and Security process
• Improve adoption of ETS safety and Security Services
• Demystify Safety and Security process
RECOMENDATIONS
Touchpoint 1: Update help point technology (Smart Help Point)
• New technology provides choice between Non-Emergency Assistance & Emergency Services
• Help points have onboard cameras to assist ETS Safety & Security personnel
• Consistent Help Points across ETS System
Touchpoint 2: Safety & Security Infographics
• Demystifies ETS Safety & Security process
• Shows riders how ETS is working to keep them safe
• Gives riders expectations for what will happen if they need help
• Empowers riders and improves response times
• Creates trust in the ETS Safety & Security Process
• Improves rider adoption of Safety & Security services
OUTCOME
My design was used by ETS as inspiration for an outreach campaign related to safety and security messaging that is in place within the ETS system.
Touchpoint 1: Update help point technology (Smart Help Point)
• New technology provides choice between Non-Emergency Assistance & Emergency Services
• Help points have onboard cameras to assist ETS Safety & Security personnel
• Consistent Help Points across ETS System
Touchpoint 2: Safety & Security Infographics
• Demystifies ETS Safety & Security process
• Shows riders how ETS is working to keep them safe
• Gives riders expectations for what will happen if they need help
• Empowers riders and improves response times
• Creates trust in the ETS Safety & Security Process
• Improves rider adoption of Safety & Security services
OUTCOME
My design was used by ETS as inspiration for an outreach campaign related to safety and security messaging that is in place within the ETS system.
This project was developed in a Service Design Capstone Class at MacEwan University's Bachelor of Design Program, under the guidance of Dr. Isabelle Sperano and in collaboration with Edmonton's Transit System.
Ideation
