Amtrak QuickTrak
How can we improve the user experience of the Amtrak QuickTrak kiosk found at train stations throughout the United States?
With the National Railroad Passenger Corporation (Amtrak) as a sample client, I worked to explore how users interact with the in-station ticketing system, QuickTrak. Based on research, I provided wireframes and user flows to improve the user experience.
Role: UX Researcher/Designer | Timeline: 4 months | Tools: Miro, Balsamiq, XD
Project Overview
Research
Both behavioral and attitudinal research took place at Union Station in Washington, DC over the span of two weeks, focusing on how users interact with the system and their overall attitude towards it.
Synthesis
The main purpose of this project was to apply usage research data elicitation tools to analyze the interaction design of the existing system, focusing on both front-stage and backstage information architecture.
Insights
I discovered that the main pain points for users were visibility of system status and user control and freedom. I developed interaction concepts that work to solve these usability issues.
Research & Synthesis
I first set out to understand the existing information infrastructure of the current QuickTrak ticketing system. From there, I explored the ecology of the busy Union Station; this transient location is key to understanding how users interact with QuickTrak and their work objectives.
Research artifacts from Union Station.
Work activity diagram mapping the current user experience from the initial research.
A high altitude flow model of the complete Amtrak ticketing system.
Idea Development & Testing
When working to develop ideas for improved QuickTrak user experience, I based wireframes and prototypes off of target user personas and heuristic evaluation. Iterative development (specifically through rapid prototyping) led to interaction design choices that would better help the target user use the QuickTrak system.
Development | Target User Persona
I mapped out four user personas of the archetype user for a specific defined user work role (such as book ticket, change a reservation, etc). The persona informs the mindset, pain points, and goals behind approaching the QuickTrak system.
Ideation | Rapid Sketching
The two largest insights that arose from the research was that the QuickTrak system was breaking two major interaction heuristic rules. First, there was no status bar to build visibility of system status. Second, it was impossible to even begin an interaction without a credit card, which greatly limited user control and freedom. These quick sketches helped outline the first steps towards improving user experience.
Prototyping | Low Fidelity and Testing
Using advanced interactions of sketches as a guide, I built out low-fidelity wireframes with my proposed UX changes. From there, I held behavioral user testing to evaluate the prototype designs, checking for assumptions about the target user and their needs.
Visual Updates | Interface Design
As a final step, I put in place an initial concept for interface updates to ensure the system matches other Amtrak products. This new, cleaner interface establishes the QuickTrak system as an approachable and intuitive system for all ticketing needs.
Additional Information
This project was completed in conjunction with Georgetown University's MPDC-705, "User Experience." Access all details of the project by reading the full project overview (external link, 18 pages).