Research Forum on Inclusive Mobility 2009 in Vienna, Austria. The presentation looks at opportunities for implicit communication in orientation design for public transport.

1. Relaxed
mobility
Veronika Egger
is-design GmbH, IIID, design for all
International Institute for Information Design
Forschungsforum Mobilität, 21.10.2009, Wien

2. 1. How can we best incorporate
all senses and experience in the
design?
2. How can we improve the
design process?
Forschungsforum Mobilität, 21.10.2009, Wien

3. Interaction
Information Environment
Experiences User
experience
Expetations
Decisions
Design
Quality
Forschungsforum Mobilität, 21.10.2009, Wien

4. Knowledge
Event
Perception
Experience
A B C D Understanding
Decision
Action/reaction
C2
B
A D
C
Forschungsforum Mobilität, 21.10.2009, Wien

5. Perception
Forschungsforum Mobilität, 21.10.2009, Wien

6. Perception
- Sensory perception
- Attention
- First impressions
(good/bad, pleasant/unpleasant)
- Evaluation
(important/unimportant, recognising
patterns)
Forschungsforum Mobilität, 21.10.2009, Wien

7. Information
other senses
10%
sehen, hören,
hearing
tasten
15% rational/controlled/
conscious
vision
75%
emotional/not controlled/
subconscious
Information?
Forschungsforum Mobilität, 21.10.2009, Wien

8. Sensory map rational/controlled/
conscious
see
close remote
feel
hear
move
taste smell
emotional/not contolled/
subconscious
Forschungsforum Mobilität, 21.10.2009, Wien

9. What we use rational/controlled/
in design conscious
What we are
missing
see
close remote
feel
hear
move
taste smell
emotional/not contolled/
subconscious
Forschungsforum Mobilität, 21.10.2009, Wien

10. Moving perception rational/controlled/
threshold through conscious
design
see
feel hear
close remote
move
smell
taste
emotional/not contolled/
subconscious
Forschungsforum Mobilität, 21.10.2009, Wien

11. Vision
- Clear image of our environment
- Is dominant for conscious, intellectual pattern
recognition, decisions, orientation
- Is dominant for movement and balance
- Changes in light intensity are connected to
spatial/temporal impressions (day/night,
inside/outside)
Forschungsforum Mobilität, 21.10.2009, Wien

12. Hearing
- We trust our ears more than our eyes
- In case of a dissonance between hearing and
vision the ear always wins
- Not hearing or not understanding an
announcement causes more stress than
overlooking visual information
- Changes in sound are connected to emotions
(loud/quiet, urgency/calming)
Forschungsforum Mobilität, 21.10.2009, Wien

13. Feeling
- Touch receptors in the feet provide
information about the composition and
inclide of the floor
- Tactile elements are information
- Haptic properties tell stories about a surface
- Feel the environment: temperature, air
movement
Forschungsforum Mobilität, 21.10.2009, Wien

14. Feeling AND seeing
Farbveränderung
Neigung
Colour change
Oberflächenbeschaffenheit
Tactile system
surface quality
Forschungsforum Mobilität, 21.10.2009, Wien
Creative Industries Styria, 30. 3. 2009

15. Feeling AND seeing
colour change
slant
surface quality
Forschungsforum Mobilität, 21.10.2009, Wien
Creative Industries Styria, 30. 3. 2009

16. Feeling AND seeing
Forschungsforum Mobilität, 21.10.2009, Wien
Creative Industries Styria, 30. 3. 2009

17. Feeling, seeing, hearing
use physical
properties of the
screen to provide
tactile information
Forschungsforum Mobilität, 21.10.2009, Wien
Creative Industries Styria, 30. 3. 2009

18. Smell
- Follow your nose – orientation by smell
- Can evoke strong emotions
- Normally we consciously take notice only
of very positive or very negative smells
Forschungsforum Mobilität, 21.10.2009, Wien

19. Experience
Forschungsforum Mobilität, 21.10.2009, Wien

20. Experience
- Intellectual comparison with similar
experiences makes it easier to understand
a new situation.
- Body memory: remembering sensory
experiences
Forschungsforum Mobilität, 21.10.2009, Wien

21. Experience and information
define expectations
Information
personal Expectation
experience
Event: Uncertainty,
losing control
stress
Forschungsforum Mobilität, 21.10.2009, Wien

22. Does more or better
information increase
expectations?
- In connection with little experience the
expectations could be too high
Forschungsforum Mobilität, 21.10.2009, Wien

23. Information
1910
Forschungsforum Mobilität, 21.10.2009, Wien

24. Information
2010
Forschungsforum Mobilität, 21.10.2009, Wien

25. http://www.smrt.co.kr/Train/Subwaymap/Eng/Subwaymap.jsp
Forschungsforum Mobilität, 21.10.2009, Wien

26. Forschungsforum Mobilität, 21.10.2009, Wien

27. Little excursion: control
We prefer what we think
we can control
David Ropiek, Risk Consultant (Psychology Today)
Forschungsforum Mobilität, 21.10.2009, Wien

28. Even if objectively this is
more risky or not an
advantage.
„I can actively influence what‘s happening“
Forschungsforum Mobilität, 21.10.2009, Wien

29. Situations I am passively
exposed to cause a
heightened sense of stress.
Announcements, running text
(I can‘t re-visit, if I haven‘t heard/seen it,
it‘s gone)
Forschungsforum Mobilität, 21.10.2009, Wien

30. Loss of control makes
people communicate
When things don‘t go according to plan, a
bus full of people suddenly start talking to
each other.
Forschungsforum Mobilität, 21.10.2009, Wien

31. Road traffic: built-in
perceived risk increases
attention.
Lessens for public transport?
Forschungsforum Mobilität, 21.10.2009, Wien

32. Understanding
Forschungsforum Mobilität, 21.10.2009, Wien

33. Understanding/recognition
- Remembered experiences
- Learned patterns and concepts
(i.e. writing, sounds, surfaces)
- Intuitive understanding/recognition as body
memory
- intuitive understanding of natural patterns
(i.e. loud=urgent)
Forschungsforum Mobilität, 21.10.2009, Wien

34. Legible buildings
- Objects in the environment influence
orientation behaviour – the largest object is
the building itself
- Users should be able to comprehend the
building
- Less signage and explanation, more
implicitness (natural ractions)
Forschungsforum Mobilität, 21.10.2009, Wien

35. Talking objects
- Design should confirm expectations, an
object should signal
- Interaction is based on perceivable
properties of the object
- Signals to use natural patterns
Forschungsforum Mobilität, 21.10.2009, Wien

36. I am an
entrance
I am heavy/light,
open into the
building, open I am a pane
automatically .. of glass
Schindler Award 2.7.2009, Wien

37. User experience
Authenticity,
harmony, aesthetics Atmosphere,
consistency Look Feel interaction with
environment
Usability
Functionality,
predictability, usability,
intellectual
understanding
Forschungsforum Mobilität, 21.10.2009, Wien

38. Improve user experience
- Incorporating all senses
- Use natural patterns
Forschungsforum Mobilität, 21.10.2009, Wien

39. A „nudge“ in the right
direction
- It „feels right“
- Use gradual/sudden change to convey
meaning
- Use familiarity with object properties
Forschungsforum Mobilität, 21.10.2009, Wien

40. From bi-sensory to
multi-sensory principle
- Don‘t focus on sensory deficits
- Learn from sensory abilities of users
Forschungsforum Mobilität, 21.10.2009, Wien

41. User Experience Design II
„implicit communication“ for mobility,
orientation and architecture
Look
Look Feel
Implicit
Feel
comm.
Usability
Usability
Forschungsforum Mobilität, 21.10.2009, Wien

42. Design process to reflect
complexity
1. Early involvement of all key players:
Users/custoemrs, organisation/provider, data and
information services, architecture, maintenance ...
2. Interdisciplinary team
3. Joint definition of success criteria
Forschungsforum Mobilität, 21.10.2009, Wien

43. Why define succes
criteria?
- The impact of design can be evaluated and
measured – in terms of usability and monetary
costs
- Design as an integral part of the quality indicators
of an organisation extends and ensures ownership
Forschungsforum Mobilität, 21.10.2009, Wien

44. A guided, non-linear
process
User
experience
Accessability Performance
criteria
Key players
Context Content Concept
The company/ The team
the organisation Design
Technical
briefing
Framework
Product/Service
Forschungsforum Mobilität, 21.10.2009, Wien

45. Intuitive usability and measurable
quality deliver an important
contribution towards relaxed
mobility –
for users and providers
Thank you.
International Institute for Information Design
Forschungsforum Mobilität, 21.10.2009, Wien

46. References:
- E. Avineri
- G.W. Evans / J. M. McCoy
- K. Lynch
- H. Monderman
- P. Natterer
- D. Norman
- G. Pezzulo / C. Castlefranchi
- M. Szalavitz
- J. Wiseman
- and many more colleagues
Please write to me at veronika.egger@isdesign.at for any further information.
Forschungsforum Mobilität, 21.10.2009, Wien