Product: Functional ticket machine prototypes for Ruter Customer Centre
Collaborator: Making Waves, digital services
The brand new Ruter Customer Centre is more than an information point for Ruter customers, it is also an important place for gathering feedback from travelers concerning Ruter´s services.
For this centre, Ruter wanted to test out a new self-service point where travelers could plan their travel itinerary and purchase tickets. The purpose to develope a self service point, is to increase the number of self served travelers to better streamline the workflow and the customer journey. K8 was tasked with designing and developing these self-service points.
The K8 team focused on developing solutions where universal design requirements were a fundamental basis for development. K8 began the process by defining the user needs, carrying out observational research on existing ticket machines as well as interviewing users and staff at the customer centre.
Throughout the development of various concepts and mock ups, the team evaluated and tested the proposed solutions from the perspective of all users who would interact with the service points; travelers, and equally important, cleaners and service personnel.
When refining the chosen concept, the user needs were again considered in selecting the materials, access to electronics and maintenance points.
K8 industridesign designed, developed and produced two stand alone functional prototypes.
The concepts were refined, tested and further detailed. Implementation included design for manufacturing and steel construction. Electronics and functionality were tested with users before installation at the centre.
Universal design is such an important topic that we want to share some bonus information on this:
Universal design for this product:
• Intuitive use for everyone
• Space for walker, wheelchair, stroller. Wheelchair users should come all the way to or be able to have their legs under the vending machine.
• Headphone jack or other hearing aid
• Low placement of interaction surfaces and information sources. Operating components should be between 75 and 130 cm above the floor.
• Display should be at an angle of 55-70 degrees from the horizontal position.
• Keyboard should be angled 10-20 degrees from horizontal position.
The prototypes includes universal design and safety. The payment terminals are shielded and designed to protect against e.g. hidden “spy” cameras.
Taken in consideration the different user groups (travelers, cleaners, service staff) materials used are chosen regarding hygiene, wear and general maintenance. The prototypes are planned to have a lifespan of 2 years – and after use the components are easily to be disconnected to be recycled separately.
For more information please visit Ruter Kundesenter at Oslo S / Jernbanetorget and please do test the ticket machines at the Ruter S Service Centre.