Metropolitana di Catania-FCE
Service design project
Overview
Metropolitana FCE di Catania is a metro railway service in the city of Catania, operating from 1999.
Challenge
During the Service Design course my team choose to analyze the main problems which worsened the overall user experience.
Role
Team: Melita Cammisuli, Selenia Giuliana, Martina Russo, Simone Tomarchio, Damiano Virzì, Dario Zocco.
Role: Prototyping, Testing, Budgeting
Timeline: March18-June18
Tool
Smaply, Google Forms
Approach
Vision & Scope Template, Actor & Ecosystem map, Service Safari & User shadowing, Contextual Interviews & Pool sheet, User Persona, Customer Journey map, Service Blueprint, Test Card & Learning Card, Final Blueprint, Budgeting
Results
The project allowed us to identify many problems which worsened the overall user experience, and we realised an action plan and a final budget with the expected incomes.
Discover phase
SWOT analysys gave us the opportunity to deeply understand the major service opportunities and threats.
Actor map shows the existing relations between the subjects who contribute to
the making of the overall service experience.
The actors found have been ordered in the following way:
• Totally influential
• Very influential
• Relatively influential
• Not very influential
• Poorly influence
The ecosystem map allowed us to show, in a synthetic representation, all the existing key roles that have an influence on the user, organization and service environment.
User Shadowing
User shadowing allowed us to deeply understand the problems user faced while using the FCE metro service. In particular we focused in the following users:
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Elder woman with her son: the absence of signpost brought them to get wrong the direction. Moreover, they faced some problems during the ticket validation process.
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Men with a age between 40 and 50 years: they tried to validate their 90min ticket in the monthly subscrition section.
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Couple of students: they couldn't buy the tickets from the apposite ticket machine.
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Student: thanks to the absence of a security control, he could easily managed to overcome the turnstile
Define Phase
User Persona:
Alfio Pappalardo
User Persona:
Barbara Tommasi
User persona: Damiano Campione
User persona: Matthew Merkel
User persona: Stefania Puglisi
Usability study: findings
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Most of users think that should be present a guide voice which announces the train stops.
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Most of user would like to have some courses during on sundays.
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Part of users want to have some courses after 8.30 pm.
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Part of users had problems in validating the tickets.
I conducted an online unmoderated usability study with 143 people: 46,2% females and 53,8% males from 14 to 57 years, using Google Forms. The main findings are:
Develop Phase
Improvement Hypothesis
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Signal directions improvements
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To change the disturbing sound signal indicating the train stops
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To insert more indications showing the right use of the escalator, because many users tend to use the service without leaving a space in their left to allow other people to easily overcome them.
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More visible trash bin.
Prototyping & Testing
Test n.1
The panel helped people to easily find where they were when they got off the train or when they entered inside the station
Test n.4
We used some panels on the validating devices to show people how to validate their ticket.
Test n.2
A guide voice helped distracted users to understand in which train staition they were in that moment. Moreover, the user safari pointed out the need to change the acustic signal used by FCE when the train arrives in each station. It has been considered disturbing by many users.
Test n.3
We moved the trash bins in a more visible place to allow users to immediately find them.
Test n.5
We put some panels at different heights that invited users to keep the right while using the escalator.
Future Takeways
Escalators
It is necessary to add escalators in some of the train stops, because people with disability cannot reach them.
Train Display
The display in each station need to be updated, because they don't show some of the information, such as the arrival time of the trains.
Wi-fi
Wi-fi could be useful for users who want to navigate or listen to the music during their travel.
What I learned
The service safari and the testing phase was really important to understand how people interact with the service. It allowed our team to really understand which were the user needs. They were totally different from our initial analysis.
Thank you for visiting my portfolio!
Let's connect
Feel free to give me your feedback or to contact me to get in touch.
Email: tomarchiosimone@gmail.com