Identify a pain point within a complex system and develop a solution that can be implemented.
Primary and Secondary Research, System Diagrams, Concept Presentation, Mockups, White Paper.
Adobe CC, Keynote.
Eugina Chun - 4 Weeks / Spring 2018
For many city residents, public transportation is an integral aspect of everyday life. A portion of these riders are disabled, seniors, or require additional assistance. Priority seating can help greatly ease the journey for these individuals, but the importance of these seats is not always recognized by other riders, rendering them inaccessible to those who actually need it, when they need it.
In this project, we created a proposal geared towards the San Francisco Bay Area Rapid Transit (BART) officials, offering a solution to better the BART journey for riders in need of special accommodations.
For many city residents, public transportation is an integral aspect of everyday life. A portion of these riders are disabled, seniors, or require additional assistance. Priority seating can help greatly ease the journey for these individuals, but the importance of these seats is not always recognized by other riders, rendering them inaccessible to those who actually need it, when they need it.
In this project, we created a proposal geared towards the San Francisco Bay Area Rapid Transit (BART) officials, offering a solution to better the BART journey for riders in need of special accommodations.
Identify a pain point within a complex system and develop a solution that can be implemented.
Primary and Secondary Research, System Diagrams, Concept Presentation, Mockups, White Paper.
Adobe CC, Keynote.
Eugina Chun - 4 Weeks / Spring 2018
"Who do you think requires priority seating?"
"Was there a particularly challenging situation you faced surrounding priority seating?"
"What do you think of the priority seating signs?"
"If the train is empty, are those seats open for everyone?"
Even if the train is empty, priority seating should be left open because “you don’t know who’s getting on at the next spot.”
- Bill, senior
Scoliosis makes it hard for her to travel for long periods of time without sitting down. Because she's young and has no visible disabilities, people often assume she’s misusing priority seating.
- Alecia, has scoliosis
Asking people to free priority seating is challenging because he isn't a native English speaker and it can create conflict.
- Anson, senior
"I wear a uniform so some people assume I don't need seating because I work . . . when I ask [for a seat] people can "get weird."
- Mzchnelnolka, legally blind & a senior
After falling while exiting a train, a passenger scolded her -“if you can’t stand up, why are you riding BART?” On a separate occasion, she met a lady in priority seating who told her she was sitting because of an invisible medical condition: "You can't tell, but I have a brain tumor."
- Patty, has a knee injury
Even if the train is empty, priority seating should be left open because “you don’t know who’s getting on at the next spot.”
- Bill, senior
Scoliosis makes it hard for her to travel for long periods of time without sitting down. Because she's young and has no visible disabilities, people often assume she’s misusing priority seating.
- Alecia, has scoliosis
Asking people to free priority seating is challenging because he isn't a native English speaker and it can create conflict.
- Anson, senior
"I wear a uniform so some people assume I don't need seating because I work . . . when I ask [for a seat] people can "get weird."
- Mzchnelnolka, legally blind & a senior
After falling while exiting a train, a passenger scolded her -“if you can’t stand up, why are you riding BART?” On a separate occasion, she met a lady in priority seating who told her she was sitting because of an invisible medical condition: "You can't tell, but I have a brain tumor."
- Patty, has a knee injury
The intercept interview process was insightful and humbling, and here are a few things we learned from what was shared:
There is a lack of recognition for people who have disabilities that are not obvious or visible, but still need priority seating.
Many issues around priority seating stem from passengers lacking empathy and being unaware or ignorant of their surroundings.
Priority seating signs only represent part of the individuals who need the seating. People are also confused about what the symbols represent.
It can be difficult asking for priority seats to be vacated because of language barriers, fear of causing conflict, and not wanting to draw undesired attention.
Change ultimately lies with the passengers, not the regulations.
The intercept interview process was insightful and humbling, and here are a few things we learned from what was shared:
There is a lack of recognition for people who have disabilities that are not obvious or visible, but still need priority seating.
Many issues around priority seating stem from passengers lacking empathy and being unaware or ignorant of their surroundings.
Priority seating signs only represent part of the individuals who need the seating. People are also confused about what the symbols represent.
It can be difficult asking for priority seats to be vacated because of language barriers, fear of causing conflict, and not wanting to draw undesired attention.
Change ultimately lies with the passengers, not the regulations.
We had begun constructing what needed change. To do more research, we looked into BART's existing accessibility services, how other people and countries were going about this problem, and disability statistics in the United States.
Bart's existing accessibility services https://www.bart.gov/guide/accessibility
The Chicago Transit Authority has posters that remember their riders to be mindful of their surroundings. https://www.transitchicago.com/courtesy/
Through technology, South Korea's transit campaign reminds riders to yield their seats for pregnant women. https://www.citylab.com/life/2016/06/koreas-pink-light-campaign-reminds-riders-to-yield-seats-for-pregnant-women/485816/
To understand the needs and behaviors of riders who needed special accommodations, we created flows of their BART experience.
After studying the system, we came up with a series of statements that captured the problems we set out to solve.
...ensure priority seating is always accessible to those who need it?
...foster empathy and awareness around issues of priority seating?
...expand the perceived scope of who needs priority seating?
After studying the system, we came up with a series of statements that captured the problems we set out to solve.
...ensure priority seating is always accessible to those who need it?
...foster empathy and awareness around issues of priority seating?
...expand the perceived scope of who needs priority seating?
We began trying to find solutions that solved our problems. Initially, we tried to go high-tech, equipping disabled individuals with bluetooth embedded BART cards that would trigger lights above priority seats when sensed, alerting the passengers on the train the seats would be needed.
However, when we referenced our research, we realized that while technology could help solve the problem, but ultimately the change came had to come from the riders. We strove to associate new behaviors with existing routines in order to shape actions for the better, creating the Thank You Campaign:
A BART campaign that strives to increase accessibility for priority seating by encouraging passengers to take a moment to observe their surroundings, and make a conscious decision of where they sit.
A BART campaign that strives to increase accessibility for priority seating by encouraging passengers to take a moment to observe their surroundings, and make a conscious decision of where they sit
It's easy to block everything out on a commute, but we want to encourage passengers to take note of their fellow riders and make the community space more friendly to all.
BART trains are filled with areas available for advertisements and images. We hope to populate these spaces with Thank You Campaign posters. They feature people of all different backgrounds and disabilities, paired with their stories. It's a reminder that disabilities come in many forms, and for the passengers to pause and consider where they chose to sit.
Priority seating isn’t just for a specific group of people.
No one knows who needs that seat, so it's best to always keep it empty.