Field study, interview transcript

Route: 6, T-centralen <—> Slussen.

Target group: Frequent travellers.

Method: semi-structured interview.

Place: Gamla stan metro station.

Time: Mon 22 feb, forenoon.

I geared up with half a bag of individually wrapped candies (fruktkolor, tveksamt aptitliga), and a sign taped to the bag stating:

"Ta en kola, svara på en fråga." (Have a taffy, answer a question.)

Thus armed I positioned myself on the metro platform, knowing that everyone who would enter or exit a metro car would be travelling on our chosen route.

Moving along the platform I first targeted preadolescents, hoping that they would not be too self-important to reject gifted candy. (But at the same time being mature enough to reject what their parents had told them about such gifts from strangers.)

As their grubby little paws clutched a taffy, older travellers observed and accepted this social norm, making them more approachable in turn.

My one question to all travellers was: "How often do you take the metro to-or-from Gamla stan?"

This was my demographic test. If the answer was every week or more, then as they caressed the wrapping of their gifted taffy, I would continue with: "Great! I'm doing a survey for a course in KTH and you're exactly who I'm looking for. Can I ask you 5 more quick questions?"

This procedure goes against the course literature's suggestions of starting by presenting the interviewer and the goals of the interview, providing informed consent and reassuring the interviewee about ethical issues. But on the upside I did not waste their time and they all seemed happy or at least content. (I did not even briefly waste the time of people who declined answering my questions, because no one declined, thus no non-response bias.)

Junior-school boy 1.

How often do you take the metro to-or-from Gamla stan?

Only when I'm going to Jesper. [How often is that?] Depends, perhaps every week? We usually go to my place.

Junior-school boy 2 (Jesper).

And how often do you take the metro to-or-from Gamla stan?

Every day, almost. To school and such. [Morning and afternoon then?] Yeah.

Great! I'm doing a survey for a course in KTH and you're exactly who I'm looking for. Can I ask you 5 more quick questions?

Yes, ok.

Where do you usually stand on the platform?

Not too close to the edge. [Haha I meant along the platform, near the entrances or in between.] Oh I usually walk over here because it's where I should exit [from his exit station].

What do you usually do while you're waiting for the metro and while you're in the metro train?

We're usually talking, or I'm using my mobile. (Junior-school boy 1: And games.)

Do you have the SL mobile app?

Yes. [Do you use it?] Not really.

What do you like about the metro?

I don't know. You can go to different places.

Anything you don't like about it?

When you have to stand up.

Senior man.

How often do you take the metro to-or-from Gamla stan?

Oh it adds up, often enough. [So pretty much every week?] Yes.

Great! I'm doing a survey for a course in KTH and you're exactly who I'm looking for. Can I ask you 5 more quick questions?

Do I get 5 more taffies? [Haha we'll see.]

Where do you usually stand on the platform?

At my age you see... I usually walk until I find a bench.

What do you usually do while you're waiting for the metro and while you're in the metro train?

It depends, sometimes I read Metro, sometimes I have something else with me.

Do you inform yourself about anything before or while you are using the metro?

What's that? I don't understand. [What information do you look at to help with your trip?] Oh I don't make any great plans for taking the metro. [Do you look at the signboard above the platform?] Oh yes of course, and I listen to the speaker and the announcements on the train. *Looks around searchingly* And I use the maps when I'm going far. Mostly to see how many stops it'll be.

Do you use the SL mobile app?

Yes, I have it. [Do you use it?] I suppose I could use it more.

What information about the metro would you like to have?

If there are any problems and if there are delays.

Woman, late 40's.

How often do you take the metro to-or-from Gamla stan?

2-3 times per week.

Great! I'm doing a survey for a course in KTH and you're exactly who I'm looking for. Can I ask you 5 more quick questions?

So you're just asking some questions. [Yes.] Ok.

Where do you usually stand on the platform?

Depends on where I'm going. I don't like it when the train's are short.

What do you like about using the metro?

It's convenient. Many stops in the inner city, and gets you far into the suburbs. You don't have to wait too much.

Does anything bother you?

Yes! Let's see. They are really noisy, I mean the wagons but the people too sometimes, and it's never really clean anywhere, just icky. They haven't really made any newer wagons for ages. Is that what you are doing, in KTH? [This project is looking at ways to improve the information in and around the metro.] That's good. [Anything else that bothers you?] Yes but I can't think of it right now.

How about things that worry you when you are using the metro.

I don't use the metro at night, at such times I'll take a taxi. [Why?] Well you don't know who's hanging around here then.

What do you usually do while you're waiting for the metro and while you're in the metro train?

These days reading on the mobile is common.

I talked to one more person but didn't transcribe it and promptly forgot most of it.

State of the art analysis - Ludvig Janiuk

Om man betraktar befintliga teknologier som gör ressträckor i tunnelbanan enklare, är såklart SL-Appen en given kandidat. Ur intervjuerna framgår det att den gör ett bra jobb. Folk är nöjda med informationen de får. Däremot kan vi kolla på vilken information detta faktiskt är. SLs reseplanerare ger information om när tåg går, möjliggör reseplanering och informerar om eventuella hinder/förseningar. Den tillgängliggör även relevant info om tunellbanan, och relevanta länkar för att ex. ladda på reskassa. Det finns dock lite att önska. Exempelvis är SL-appen begränsad till sl-stationer, och även om vår uppgift också är det, så skulle ju en riktig resenär säkert vilja ha information om ex. hur han sen ska gå från tågstationen till sin destination, vilket inte verkar gå att peka ut på kartan som reseplaneraren tillhandahåller. Personligen saknar jag information om vilken utgång man ska ta. Ett annat alternativ är Google maps, som har ett mycket bredare mål och därigenom ger mer möjligheter, men mindre specialiseringar för just Stockholms Lokaltrafik. Du hittar exempelvis inte länkar för att ladda reskassa eller regler om hundar i tunnelbanan där, och lokaltrafikstationerna är mycket sämre utmarkerade på kartan. Däremot låter det en ange startpunkt och destination fritt från en karta, och välja färdsätt ur lokalkommunikation, cykel, gå eller bil. Något som dessa verktyg båda saknar är livedata om trängsel, samt (så vitt jag kan se) info om vilken uppgång man ska ta i tunnelbanan. Dessa är kanske alternativ vi kan rikta in oss på.

State of the art analysis – Thony Price

During the interviews, and also during my own experiences with SL, a common complaint is the lack of information when traffic is not running by the schedule. It puts the user in a situation of making a choice, staying on route or alternate the itinerary. This brought my thoughts to an application I used when I spent time in Gothenburg; “Where is the bus?”

http://www.vasttrafik.se/#!/Reseinformation/mobila-tjanster/var-aer-bussen/

The makers of the application, Västtrafik, are the same company that provides the transportation services in the region. It is a separate app to the itinerary planner and instead of showing the estimated time (time tables) it shows the position of the bus/light rail. It works like this:

1.     Open the application – it locates the closest station or bus stop to you.

2.     You choose the route, direction, mean of transportation.

3.     Press “Find”.

4.     A map shows yours, the stations and the bus’ position.

Because all vehicles in public transportation was already equipped with GPS due to the “arrives in x minutes signs” the implementation of this application was more a matter of transparency of the data at hand at Västtrafik. In the Appstore the main critic is that in a functional transportation system one shouldn’t need to ask where’s the bus at. Among the user that rates the app high most says that is solves the situations where there previously was a frustration due to the lack of information.

I enjoyed the application a lot both information wise and user design wise. I believe the more information available the better as long as it’s not presented in an overwhelming way therefore it’s clever to have it as a separate application in my opinion. The first screen of the app also spells out something like “Where !:@#%!! Is the bus?” which lets the design show that Västtrafik is understands those annoying moments of commuting. The map us also of a design that resembles to earlier user map-apps and therefore is easy to use.

To summarize I think this application makes a good job utilizing the technology already in place and is a good example of iterative design building on an understanding of the users perspective.

Field study, interview transcript - Johan Sannemo

I performed my interviews at T-centralen during early afternoon, to avoid the crowded rush.

My first interview was performed with a woman in her late 20s, studying for a medical profession.

How often do you travel by subway?

Every weekday, from Sundbyberg to T-centralen (blue line), and then from T-centralen to Slussen (red/green line).

What is the worst that could happen on the subway?

A terrorist bombing, or some other similar event.

What do you like about the subway?

The frequence of departure is very good.

What do you think works perfectly about the subway?

The night and weekend schedule covers my needs perfectly

What information do you miss in the subway?

Don’t know. More information about the “resegarantier” during delays. It would be nice if it was easier to know what exit I should take, when I’m going somplace new.

Why do you use the subway instead of travelling by car?

I don’t have my driver’s license yet. If I had my driver’s license, I wouldn’t use the subway as much (possibly when going to party, since I

What bothers you about the subway?

The turnstiles. Especially when people try to pass through them by going behind me. Makes me feel really uncomfortable and scared, especially late at night. The turnstiles themselves also feels dangerous.

How’s the environment on the subway around TC/Slussen?

It’s way too crowded. Sometimes I don’t even get on a subway because of all the people.

How do you occupy yourself when you travel?

In general I use my phone. If I travel with someone I know, I talk to them.

My second interview was performed with a male high school student.

How often do you travel by subway?

I commute several times a week, mostly using the red line to T-centralen.

Why do you use the subway?

It’s both cheaper and more environmentally friendly than traveling by car. I don’t have a car either. For shorter distances I mostly walk instead.

What do you like about the subway?

It’s a very fast and convenient method of transport. It has a good reach.

What’s most important for you when traveling by subway?

That my trip is not delayed.

How do you find the environment in the subway?

I like the design of the platforms in general, so I’ve never really had a problem with the exterior environment. I’ve never felt unsafe in the subway system, except during an occasional trip late at night.

What do you usually do when you are waiting for the subway, or during the subway trip?

I often sit and play around with my phone. Sometimes I do my math homework.

What’s the worst part of travelling at T-centralen?

The crowdedness! There is so much people, especially in the morning and early evening.

Do you use the SL app?

Yes

What information in the app do you find most useful?

The real time information. I find it very useful to know if a train is delayed or not.

The interviewees were informed about the context of the interview. The interviews were recorded typing on a laptop, which the interviewee were then given a chance to read through the typed notes to add additional context or clarifications.

In general, a big problem is the crowdedness at the stations. A product to decrease the crowdedness without having to increase the number of trains departing would be a good area to focus on. Both of the interviewees use their phone a lot in the subway, so a mobile application could be useful.

State of the art analysis – Niklas Lindqvist

State of the art analysis – Niklas Lindqvist

In 2015 a student at KTH, named Yizhou Zhang, did his Master of Science thesis in the field of “Real time crowding information” (RTCI). The concept was to help passengers plan their travel and allow operators to utilize there limited space in a more efficient manner. Four systems was used: projection system, communication system, speaker system and recording system.

The English version of the speaker system was in five short messages as followed:

“1). Welcome to Tekniska Högskolan, here is real-time crowding information for the next metro.

2). The first unit train is almost full, it is overcrowded &The first unit train is half full with some standing areas &The first unit train is less crowded, it might have seats left.

3). The second unit train is almost full, it is overcrowded &The secondunit train is half full with some standing areas & The Second unit trainis less crowded, it might have seats left.

4). The last unit trainis almost full, it is overcrowded &The last unit train is half full with some standing areas &The last unit trainis less crowded, it might have seats left

5). We wish you a pleasant journey in Stockholm.”

The projection system had a display next to the already existing information provider at the subway station.

All of the systems was tested at the subway station at KTH with good results. Three types of data was analysed: “passenger load data analysis, video record analysis and interview result analysis”.

Link to the report:

http://www.diva-portal.se/smash/get/diva2:857965/FULLTEXT01.pdf

This report shows that with the right information given in a clear way passengers feel more satisfied with their travelling as well as utilizing the space in a better way. About 90% of the passengers felt more satisfied with the RTCI system and 43% of the interviewees thought that the information was useful for them. The video analysis showed that 25 % of the passengers changed there position on the platform thanks to the information provided. Also 8 % more travelers chose the last cart of the subway and a 4% decrees in passengers where showed in the first and middle cart. 

This study brings great ideas that we might want to use in our own project!

Field study interview transcript

Transcript from interviews carried out at T-Centralen, after lunch time, because that was the time I had available. Questions asked were chosen randomly by what I remembered.

Interview 1: (lady, 35-50 yrs old)

• Demographic test: Hur ofta pendlar du?
• Kanske 2-3 gånger i veckan.
• Varför väljer du tunnelbanan istället för ett annat färdmedel?
• Det är smidigast inne i stan
• Mardr;msupplevelse
• stopp, sittande i tunnel i flera timmar
• Använder du SL-appen?
• Nej.
• Vad tycker du är bra med tunnelbanan
• Går ofta, i olika riktningar så man kan ta sig ganska långt med tbanan.
• Tycker du det finns något som fungerar helt perfekt?
• Helt perfekt, nja, i stort sett fungerar allting bra.
• Känner du att det såknas någon information när du åker i tunnelbanan?
• Nej, jag tycker att det lämnar ganska bra information.
• Vilken information de lämnar ut tycker du är bra?
• Om förseningar, kommer inte annars på något annat.
• Vad tycker du om miljön på tynnelbanan? (Trygghet, trivsel)
• Det är ju trängsel vissa tider, men det är ju naturligt.

Interview 2: (Elder couple)

• Demographic test: Hur ofta pendlar ni?
• 2 ggr om året.
• Nånting ni stör er på på tunnelbanana?
• nej...
• Dåligt med den här stationen?
• Nej, den är bra
• Använder ni SL-Appen?
• Den blåa? Ja.
• Vilken information från appen tycker ni är viktigast?
• Jag får ingen information alls från den. Utom när tågen går kanske...

Interview 3: (French man, 20+ yrs old)

• Demographic test: How often do you use the subway?
• I am here for three months... Now I have two months... I am satisfied with.. pour.. subway
• Use it every day
• Where do you usually stand on the platorm?
• In the midde
• Is there anything you think is bad about the subway
• No, nothing, it's okay, haha

Interview 4: (Man, 30~40 yrs)

• Demographic test: Hur ofta pendlar du?
• varje dag.
• Var brukar du ställa dig?
• mitten
• Varför?
• MInst folk
• Använder du SL-appen?
• nej
• Mardrömsscenario?
• Mycket folk, inställda avgångar
• Känner du att du saknar någon information i tunnelbanan?
• När förarna stannar borde förarna säga varför de stannar. Vissa gör inte det. 
• Vad tycker du annat om miljön? Trängsel, trygghet, säkerhet?
• Sena kvällar undviker jag tunnelbanan. För mycket stök, fylla.
• Tycker du något fungerar helt perfekt?
• Ja, avgängarna. Och så går tågen tätt.
• Varför anv'nder du tbana istället för andra färdmedel?
• Smidigare än bil i stan.

Field study/Transcript – Thony Price

This interview was carried out on my way to school because my route passes through the stations of interest, Slussen and T-Centralen, this was during the morning rush about 8 am. This gave the best odds to find a participant fit for our population, daily commuters. The interviewee at hand would also be a probability sample which supposedly gives more generalizable data.

The question we had prepared was designed to be open and useful in a semi-structured way with space follow up questions. I took notes as fast as possible during the interview and as soon as it was done filled in the gaps and clarified thoughts that was hard to transcribe during the interview. This is the result:

Population check: How often du you commute and through which regions?

Everyday, bus from Orminge to Slussen and Slussen to T-centralen by subway.

Do you use the SL-app? To do what?

Yes, I do. Use route planner, really often.

What’s most important when you travel by the subway?

That I can rely on the planned route.

What’s your worst-case-scenario when commuting?

Major delays. Because when making plans, meetings, airport-check-ins you must put your faith in SL’s hands and pray. If they’re late it can have big consequences or lead to mych frustration.

What do you like about the subway?

That most part of the time it works flawlessly.

What information du you miss?

Better info on connections, when I switch from bus to subway or vice versa I always need to check the SL-app to know if I should hurry or not to minimize my waiting time.

How about the environment/comfort/safeness on the sub?

I like it, especially the SL-helpers that usually work on the bigger stations and also the camera monitoring.

Why are you commuting and doesn’t travel by car for example?

It’s the best option both concerning time and price when compared to go by car.

How do you occupy yourself during the commute?

I read books or prepare work.

What is the worst characteristics of Slussen/T-Centralen?

In T-Centralen it’s insanely crowded most times and a bit dirty.

What annoys you the most and why?

High prices because, yeah it's pricy! And delays because you depend so much on it to be on time.

What should be done about it?

SL needs to buy better trains and if there’s a delay I want to know right away, alternative routs would be nice or that the route planner changes the route to a better option. 

Before our ways parted I asked for premission to share the answers and luckily my wish was granted, this of course is smarter to do before asking away..!