Human Efficiency




Leonard Verhoef.
Contact
for    interface & web public transport In Dutch.  future systems etcs mmi with


Course:
Designing public information systems,
fast and errorless passenger performance

     Theoretical basisPractical basisProgramMethod ParticipantsAimsTrainer
Benefits
  • More complex and cost effective transport systems can be accepted because passengers understand the system.

  • Less (ticket vending) machines because users perform fast and errorless.


    •      More benefits.     		    
  • Less costs for information systems and shorter travel times at the same time.

  • Less staff load because passengers notice and understand the information presented. There is no need for passengers to ask staff.




    • Theoretical basis Learn how to design perfect public (transport) information systems, using psychology of perception, language, learning and thinking. Put aside for one moment: experience, usable, design, intuitive, look and feel, marketing, personal opinions and technology. Focus on: requirements, direct application using hundreds of simple and known interfaces, evaluation of common sense and... opinions, problems and interfaces of participants.

    To top.     		     In general, interface design is a rather practical profession. "Just tell me what to do." Guidelines, norms and standards are tools frequently asked for. Real experts know that won't work. Many problems have been solved using common sense and trial and error. But you cannot find a cure for a serious illness using only common sense and trial and error. For interface design this was proven in 'Why designers can't understand their users'. Why designers can“t understand their users, developing a systematic approach using cognitive psychology, usability
    Practical basis Can a course based on science be practical? Yes, it can. A theory is valid only when you can test it.
    Usually that is done using 'test items' for experiments.
    However, you can also make theory concrete using requirements and design solutions.
    Secondly, hundreds of interfaces are shown that are straigthforward compatible or incompatible with the theory.

    The theory is applied to communicate:
    ‘When is?’,
    ‘What is?’,
    ‘Where is?’.

    At, for, in, of, or on:
    Emergency situations.
    Machines: elevator, gates, vending.
    Spaces: amusement park, hotels, malls, parkings, restaurants, stops, street, transport terminal.
    Transport vehicles: leisure, own cars, pedestrians, public, taxi’s.
    Time: now, of departure, to departure, opening hours.

    Using:
    Electronics media: Internet, lcd, led, screen or whatever.
    Static Boards: indicators, posters.
    Paper: books, posters.
    Signs, graphics and text: arrows, directories, maps, pictograms, ‘You are here’ indications.

    Resulting in systems that are:
    memorisable, notable, readable and understandable for users. In most cases they are cheaper than usual systems as well.

    Interfaces discussed can be from projects Human Efficiency participated in.

  • The most important examples used are the designs of participants, of course.


  • One well known example is Netherlands Railways train ticket vending machine This is a typical Human Efficiency interface, perfect for expert users, as well as for passengers 92 years of age.


    •    Touch screen ticket vending machine

  • Some interfaces were specially designed for this course. These examples are theoretical, they show the application of psychology without account to other considerations nad it takes a few seconds to understand the principles.

    • To top.
    Program Part I:
    1.
    1.1
    1.1.1
    1.1.2
    1.1.3
    1.2
    1.2.1
    1.2.2
    1.2.3

    1.3

    2.
    2.1
    2.1.1
    2.1.2



    2.1.3
    2.1.4
    2.1.5
    2.1.6
    2.2

    3.
    3.1
    3.1.1
    3.1.2
    3.1.3


    3.2

         		Visible environment
    Size of elements
    Readability
    Line of sight
    Irradiation
    Blinds
    Conspicuouty
    Next bus to depart
    Next train to depart
    Entry in a list
    Don’t use a large size for:

    Form of elements
    Identification and readability
    Numbers
    Time:
    … now
    … of departure
    … opening hours
    Font case
    Road and public line identification
    Reflecting surfaces
    Irradiating signs
    Form and pictures not for …

    Luminance of elements
    Identification and readability
    Minimal luminance
    Maximal luminance
    Gradual luminance change …
    … switching on light
    … entering a dark space
    Luminance not for …
      4.
    4.1
    4.1.1
    4.1.2
    4.1.3
    4.1.4
    4.1.5
    4.1.6


    4.2
    4.2.1
    4.2.2
    4.2.3
    4.2.4
    4.3
    4.4







    5.
    5.1
    5.1.1
    5.1.2
    5.2
    5.2.1
    5.2.2
    5.3
    5.3.1
    5.3.2




    6.
    6.1
    6.1.1
    6.1.2
    6.2
    6.3     		Colour of elements
    Readability
    Chromatic induction
    High sensitive colours
    Colour defects
    Selecting colours
    Colour and luminance
    Colour vision defects …
    … auditive communication
    … tactile communication
    Conspicuouty Colour for no attention
    Yellow for attention shortly
    Orange for attention now!
    Red for game over
    Understanding
    Colour not for …
    … quantity …
    … price
    … time, queuing
    … delays
    … way finding
    … identification

    Contrast of elements
    Identification and readability
    Assimilation
    Minimal contrast
    Conspicuouty
    Information to be recalled
    Unexpected information
    Contrast not …
    … change foreground
    … use of foreground and background
    … for expected information
    … for trains
    … in emergency signs … in a logo
    Presentation of elements
    Identification and readability
    Running text
    Changing text
    Conspicuouty
    Dynamic presentation not for …
     
    7.
    7.1
    7.1.1
    7.1.2
    7.1.3
    7.1.4
    7.1.5
    7.1.6
    7.1.7

    8.
    8.1
    8.1.1
    8.1.2
    8.1.3
    8.1.4
    8.1.5
    8.1.6
    8.2

    9.
    9.1








    9.2
    (Too) much to see
    Crowdedness
    Double functions
    Multi language signs
    Bus indicator
    Map
    Logo Show off new technology
    Showing technology

    Positioning elements
    Position in line of sight
    Sign posts
    Platform indicators
    Insert bank note this way Number and label
    The information street Lift up and lift down You are here
    Information not in line of sight

    Structuring the visual environment
    Structuring …
    … tables
    … times of closure
    … maps
    … maps with numbered knot
    … maps, three dimensional
    … public transport spaces
    … shopping mall
    … chaos Structures not to use …
      10.


    Part II:
    11
    11.1
    11.2
    11.3
    11.4

    12
    12.1
    12.2
    12.3
    12.3.1



    12.3.2
    12.3.3    		 Auditory elements


    Text in the environment
    Too much text
    Signs
    Ads
    News
    Legal information

    Clear text
    Specific wording
    Positive wording
    Don’t use unclear words
    Formal words …
    … naming ticket windows
    … naming companies, e.g. public transport
    … naming functions, e.g. taxi
    Technical jargon
    Incorrect words … … naming ring roads … naming public transport lines … naming station buildings
    … naming targets for way finding, quiz
      13
    13.1
    13.2
    13.3

    Part III:
    14.
    14.1
    14.1.1
    14.1.2

    15.
    15.1
    15.1.1




    15.1.2

    15.2.3

    		 Structure in language
    Combining words, e.g. in sentences
    Combining graphical elements
    Combining elements

    Familiarizing the environment
    Too much to remember
    Memory load
    Numbers and codes and codes
    Non distinctive elements

    Familiarity
    Enhancing familiarity
    Naming elements …
    … international words
    … motor way exits
    … taxi companies
    … public transport companies
    International words …
    … for ring roads
    Abbreviations …
    … on public transport indicators

     
    Part IV:
    16.
    16.1
    16.1.1


    16.1.2




    16.1.2




    16.2
    16.1.1
    16.2.1
    16.2.2
    16.3
    16.3.1








    16.3.2
    16.3.3






    16.4

    17.
    17.1
    17.1.1





    17.2




    17.3

    18.
    18.1
    18.1.1







    18.1.2
    18.1.3



    18.2
    18.2.1



    18.2.2
    Understanding environment
    Reduction of mental load
    Calculating environment
    Calculation of time …
    … to departure
    … for pauze, walk or run
    Calculations from …
    … passenger’s point of view
    … no platform numbers
    … current temperature
    … free car park spaces
    Decide for the user …
    … direction to go
    … car park to go
    … Tom Tom versus map
    … one button, two decisions
    Reliability of environment
    Schedule
    Time of departure
    Price
    Invisible environment
    Differences between humans …
    … no differences
    … not for all
    … ’Not for you’
    … handicapted only
    … emergency
    … assembling point
    … emergency exit
    … emergency exit only
    Differences in transport technology
    Difference in place, ’You are here’ on …
    … maps
    … taps
    … motor ways
    … railways
    … bicycle ways
    … arrows
    Interacting environment

    Clear concepts
    Understanding
    Icons for
    … direction to go, arrows
    … ring road
    … ring road you are here
    … ring road direction
    … counting down
    Unveiling the invisible environment
    Controling …
    … crowdedness
    … price
    … energy
    Showing x-nesses

    Navigation
    One dimensional: rows, lists and lines
    Task based structures …
    … touch screen vending machines
    … buttons vending machines, article … buttons vending machines, quiz … frame button screen interfaces
    … platforms … public transport indicators … listing motor way destinations
    … naming concentric ring roads
    Database based structures
    Infra structural structures…
    … front and rear of the train
    … several languages
    … directions or destinations
    Two dimensional: maps, spaces and tables
    Tables for …
    … open and closed
    … time of departure
    Lay out of physical elements
    … maps versus lists
    … old cities versus new cities
    … platforms
      19.
    19.1


    19.2
    19.3

    Part V:
    20.
    20.1


    20.2


    20.3

    21.
    21.1
    21.2
    21.3     		Multi level spaces
    Three dimensional maps
    … for complex buildings
    … for ski maps
    Underground structures
    Invisible structures

    Interdisciplinary discrepancies
    Technology and environmental psychology
    Discrepancies in form of elements …
    … pictogram for parking place
    … public transport indicator
    Discrepancies in wording …
    … ratax
    … public transport indicators
    Discrepancies in content

    Marketing and environmental psychology
    Discrepancies in form
    Discrepancies in wording
    Discrepancies in content
                                        22.
    22.1
    22.2

    23.
    23.1
    23.2
    23.3
    23.3.1
    23.3.2
    23.3.3
    23.3.4
    23.3.5
    23.3.6




    To top.     		Aesthetics and art
    Discrepancies in form
    Discrepancies in content

    Psychology and environment
    What is a man?
    What is an environment?
    What is task of man in environment?
     Search
    Identify
    Recall
    Understand
    Control and attract attention
    Control and investigate eyemovements
    Method The program mentioned above is used when there is no input from participants. A disadvantage of taking the input of the participants is that at first sight the program becomes chaotic. However, from the participants point of view, chaotic it will be any way. Psychology as starting point is unusual and therefore, for most participants chaotic. In addition, learning is changing into a new situation, and one has to get used to the new situation. There is a very strong and reliable compass. There are five main roads only: human movement, perception, language, memory and thinking.

    To top.    		     A topic starts with an introduction (common knowledge, anecdote, problem an attendee brings in). Psychological knowledge relevant for that topic is presented briefly. A short experiment, with the attendees as subjects, may be conducted. Then application using, design practice of the author and, preferably designs of the attendees.
    Participants Psychological knowledge presented is not complicated. The most important requirement for participants is open mindedness and a desire for insight. All knowledge immediately is applied in concrete examples showing ‘how to’ and ‘how not to’. Design aesthetics is important in design, however this course and many of the examples presented are ‘designless’.

    To top.    		      These requirements for attendees are more important than their background or roles in the design process. These roles might be management, design and evaluation of: public spaces, public information systems, public transport information, tourist information systems.
    Aims The main goal of the course is to provide the attendees with psychological information and methodology they can use in creating and evaluating design solutions.

    To top.    		    The problem is not the complexity of this knowledge but open-mindedness for this unusual approach. The approach is not learning to apply guidelines but insight to estimate the psychological benefits and costs.
    Trainer The trainer is dr. Leonard Verhoef. He developed from a psychologist investigating human thinking to a psychological designer of ultimate interfaces that are used now and that will be used in the future.

    To top.    		     Leonard Verhoef
    When and where? The course is given incompany or in cooperation with local institutes.
    Examples of subjects:
    WayfindingNaming targetsUsing arrowsTicket vending machinesDynamic trains/bus/plane indicatorsDouble functionsRing roadsOther designsTypical designs of the trainer

    Wayfinding

    architecture signposting naming targets

    Architects’s vision is central in
    signposting
    For architects expressions such as exit
    and side are very important e.g. “
    This sign should be mounted in the hall
    at the exit centrum side (Dutch:
    ”Uitgang Centrumzijde”).
    For the user only the objective
    is of importance:
    “Centre”. That is 66% less text.

    architecture signposting naming targets station cologne
    User’s vision central in signposting
    “Centrum” is all users need.
    All users expect that there is a side and
    an exit at the direction indicated.



    dynamic trains indicator station hall passenger information
    Rules for naming:
    • public transport lines
    • public transport companies
    • exits

    naming trains, busses and public transport lines
    Again: what rules for naming?

     naming trains, busses and public transport lines
    Again: what rules for naming?



    Ticket vending machines→
    What is the mental model
    of this sign designer?

    indicating public transport ticket vending machines
    What is the mental model
    of this sign designer?



    indicating public transport ticket vending machines.
    What is the mental model
    of this sign designer?


    sign posting shopping mall directory
    How to structure targets
    on a signpost.
    • This way?



     Directory for shops, sign post, shopping mall, directory
    • Or this way?>

    To top of this list pictures.

    Naming targets

    naming stations signposting target
    How to name a station?
    • The Hague Central or ...?

    naming stations sign posting target
    • Main Station
    (German: Hauptbahnhof)?

    To top of this list pictures.

    Using arrows

    sign posting elevator arrows
    In how many ways can
    these arrows
    be interpreted?

     signing, arrows and elevator, arrows



    signing, arrows and elevator

    To top of this list pictures.

    Ticket vending machines

    public transport ticket vending machine DIN
    Public transport ticket vending
    machine German DIN

    public transport ticket vending machine DIN
    Public transport ticket
    vending machine German DIN



    public transport ticket vending machine DIN
    Public transport ticket
    vending machine German DIN



    One coin, one ticket pre world war II platform public transport ticket vending machine
    Pre-world war II mechanical
    train ticket vending machine, UK.

    To top of this list pictures.

    Dynamic indicators




    What is best:
    dynamic bus stop platform indicator
    - time of departure

    dynamic bus stop platform indicator
    - time to departure

    dynamic bus indicator amsterdam
    One indicator,
    both solutions applied.



    naming public transport international trains

    International train name
    The name of the international train
    on this information board is more important
    than the destination of the passenger.
    It has morevisual power:
    - the information is presented at
      the start of the reading route,
    - the text is in large characters,
    - the colour is different: red.
    Source: Netherlands Railways,
    approx. 1995.


    naming public transport international trains italy holland

    International train destination
    The name of the train is
    the destination of the passenger.
    Source: Netherlands Railways,
    approx. 1985.




    To top of this list pictures.

    Double functions



    Elements having two functions,
    one function might be missed.
    leisure park sign post functional fixedness
    In this Pinokio amusement park
    Pinokio’s nose is used as arrow.
    Because the esthetic function
    the direction indicating function
    of the nose might be missed.


    naming restaurant using a clock
    The name of the restaurant is
    “tijd” (Dutch for time).
    The characters “i”
    and “j̶ form the hands
    of a clock. A creative design.
    Users might not notice the clock,
    nor the name of the restaurant.


    naming restaurant using a clock
    What is this?
    This is art. Under the umbrellas
    and on the chair bus passengers
    can wait for their bus. The busstop
    pole is at the left. Source: Den Bosch,
    the Netherlands, approx. 1985





    presentation and selection of date on a touch screen
    What is the difference between:
    • a calendar on paper
    • and a calendar on screen?




    What is the difference between:
    • This map (of the world).

    world map psychology
    • And this map of the world?
    (Source: Piet Grijs)



    Train travel planner.

    Why are most travel planners,
    no planners at all?



    safety sign muster station emergency understanding
    Muster station for emergency.
    This way?

     safety sign muster station emergency understanding
    Or this way?

    safety sign muster station emergency understanding
    Or this way?



    dynamic car park sign
    How to make this sign
    • ten times more effective?
    • ten times cheaper?


    To top of this list pictures.

    Other designs

    logo psychology perception
    Company logo or piece of art?

    logo understanding psychology abmiguous life jacket
    Yachtsman with life vest.

     logo understanding psychology abmiguous life jacket
    How many different ways
    can this life vest logo
    be understood?
    We found more than ten."




    architecture of underground stations
    The artistic design
    of this underground station
    reduces the number
    of passengers confusing stations.
    Source: Underground station
    Stockholm 1985.

    To top of this list pictures.





    Ring roads
    ring road, signposting, navigation, high way traffic, city centre
    Walking along an Amsterdam canal
    you see a straight canal.
    However, the Amsterdam
    canals form concentric rings.
    If you don’t notice
    concentricity you will get lost.



    ring road, signposting, navigation, high way traffic, shopping mall
    Smart design:
    Making the non-circular
    physical structure
    of a furniture shop
    comprehensible by
    presenting the chaos as a ring.
    (Source: Ikea)



    ring road, signposting, navigation, high way traffic, naming high ways
    Ringness, not indicated,
    either in words or graphically




    The ring road entrance icon,
    anti clockwise from the
    Holslag Verhoef ring road
    navigation
    icons set ©.




    The old situation: confusing


    A new situation:
    less confusion, it is clear:
    - you are approaching
      the entrance of a ring road
    - keep left for anti clockwise
    - keep right for clockwise

    Source: the ring road entrance icons
    are from the Holslag Verhoef
    ring road navigation icons set ©.



    ring road, signposting, navigation, high way traffic, paris, france
    This might be understood
    as: To the periphery
    It means:
    This is the periphery



    ring road, signposting, navigation, high way traffic
    Donut for decoration?
    Donut to indicate ring?




    Downtown Circulator
    in Pawtucket, best term selected.




    Typical designs of
    the trainer

    NS touch screen train ticket vending machine
    NS touch screen train
    ticket vending machine
    Routing problems
    solved using ...





    Ticket vending machine.
    Language option first step?





    Ticket vending machine.
    Change language any time.



    ring road, signposting, navigation, high way traffic, naming high ways
    Ringness, not indicated,
    either in words or graphically



    The ring road entrance icon,
    anti clockwise from the
    Holslag Verhoef ring road
    navigation
    icons set ©.



    The old situation: confusing


    A new situation:
    less confusion, it is clear:
    - you are approaching
      the entrance of a ring road
    - keep left for anti clockwise
    - keep right for clockwise

    Source: the ring road entrance icons
    are from the Holslag Verhoef
    ring road navigation icons set ©.




    Experimental trains indicator,
    train departing in 5 min,
    at top and in large format.
    don't hurry.


    Experimental trains indicator,
    train deparring shortly.
    colour: yellow, don’t dawdle.


    Experimental trains indicator,
    train departing almost now.
    colour orange, hurry!


    Experimental trains indicator,
    first departing train at top,
    has left 1 min. ago,
    colour red.




    trains indicator passenger information station
    How to arrange information on
    trains indicators?
    • This way?

     trains indicator passenger information station
    • Or this way?



    Centralised versus decentralised
    dynamic travel info presentation

    archtectonical design of train station hall, Utrecht CS, 1997
    Train station hall.
    Looking east.

    psychological design of train station hall, Utrecht CS.
    Same hall, same point of view
    What is the difference?


    Train platform indicator
    Why is the name of the train red?
    Why should it not be red?
    Why is the name confusing?

    Train indicator, passenger information
    Next generation tavel info?



    bank note, card insertion, slot machines
    How to design:
    Insert this way?
    • This way?

    how to insert banknote credit card
    • Or this way?

    bank note and card insertion in slots of machines
    • Or this way?
    bank note and card insertion in slots of machines
    • Or this way?

    anti skim, no skim, pinpas card reader
    Skimming no problem anymore
    any user problems?


    lay out of entry for search in list
    How to present new entry in a list?
    • This way?

    lay out of entry for search in list
    • Or this way?

    lay out of entry for search in list
    • Or this way?

    lay out of entry for search in list
    • Or this way?



    train ticket vending machine usability ticket type selection
    One button, one choice?

     train ticket vending machine usability ticket type selection
    Or one button more choices?


    b100 train ticket vending machine
    • Visual presentation
    of the task of the ...

    train ticket vending machine usability ticket type selection
    • Visual presentation
    of the task of the ...

    train ticket vending machine usability

    • Visual presentation
    of the task of the ...



    b100 train ticket vending machine
    Many routing problems.


    Routing problems
    solved using text.
    (German DIN)

    sign posting, way finding, naming targets
    Routing problems
    solved using ...



    b100 train ticket vending machine
    Routing problems
    solved using ...



    trains indicator passenger information station
    Centralised presentation.
    A panel in a station hall.
    All information pertaining to the
    departing trains has been placed
    on one panel.
    Source: Amsterdam Central station,
    1990.


    Liverpool Street station, sign post, way finding, London
    Impossible, NOT to notice
    the sign posts.
    Which psychological rule
    was applied?
    Source: London Liverpool Street
    station, approx.1990.



    psychological design of train station hall, Utrecht CS.
    Decentralised, stepwise info
    This is the entrance
    of a train station hall.
    Same hall as figure 3,
    psychologist’s impression.
    Source: Author, 1985.


    archtectonical design of train stationhall, Utrecht CS, 1997
    Same hall, same position
    as figure 2C, as it finally
    was built.
    Source: Utrecht Central station,
    approx.2000.



    Tram dynamic platform indicator, Amsterdam, 1991.
    Also, impossible,
    not to notice indicators.
    Which psychological rule
    was applied?
    Source: Amsterdam Central
    station 1991.
    tram stop platform Amsterdam
    Decentralised technology used
    for a centralised strategy
    The technology used is decentral;
    several panels; each platform it's own panel.
    The strategy used is central:
    panels not at the platform but together.
    Source: Amsterdam Central station,
    approx.2005.





    naming public transport international trains

    International trains
    The name of the international
    train on this board takes
    much visual power:
    - the information is presented at
    the start of the reading route,
    - the text is in large characters,
    - the colour is different: red.
    Source: Netherlands Railways,
    approx. 1995.



    naming public transport international trains

    International train name
    The name of the international train
    on this information board is more important
    than the destination of the passenger.
    It has morevisual power:
    - the information is presented at
      the start of the reading route,
    - the text is in large characters,
    - the colour is different: red.
    Source: Netherlands Railways,
    approx. 1995.


    naming public transport international trains italy holland

    International train destination
    The name of the train is
    the destination of the passenger.
    Source: Netherlands Railways,
    approx. 1985.



    To top of this list pictures.

    Contact



    cognitive psychology, interface design, mmi, userfriendlyness, usability, web page design    		 Leonard Verhoef.
    +31 (30) - 231 44 97
    Parkstraat 19
    3581 PB Utrecht
    Nederland

    humanefficiency.nl
    verhoef@humanefficiency.nl

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