Parking Machine IA

Role : UX researcher & UX designer
Timeline : 12 Weeks

Final Proposal and Sketch (By Hailey Kim)

Link for interactive prototype (Adobe XD): https://xd.adobe.com/view/198f93cc-2d9a-40fb-a1b9-38c0d8338976-4cdc/

Project Overview

Parking fees are necessary not only for the responsible use of parking spaces in congested areas of the city but also to generate revenue for the public and private sectors.
Parking meters vary in design by location. Very little is universal about their operation. About Jakob's Law, users prefer digital interfaces that are familiar to them. People rely on affordances to guide them through their user experience. To ensure users have the best experience, parking meters must be designed with a consistent, recognizable interface and a user flow that reflects the user’s knowledge based on familiar digital platforms. Making sure parking meters are easy to use and accessible can increase revenue, allowing people to meet their parking needs quickly and efficiently.
Taking time, physical, and cognitive constraints into consideration, we aimed to research and develop a prototype that could solve user pain points when using existing street parking machines in the region.

Goal of the project

The project's goal was to identify areas of improvement for physical parking meters, and their user interfaces (UI), in the city of Kingston, Ontario, and produce a design solution mockup of the UI and the physical meter. Through research methods such as literature review, competitor scans, and parking meter user flows, we developed a redesign proposal, including a low-fidelity prototype, for a more universal, inclusive parking meter experience. The intention is to adopt the new UI on city-owned street parking units, as it will address some of the main challenges encountered during the research phase.

Business Requirements

Generate Revenue: The money generated from government-owned, public lots is invested back into the city infrastructure to improve the quality of life for the city's residents, while encouraging transit use, and easing city congestion.

Reducing Labour Costs: Improving in usability of parking machines will increase successful user outcomes and reduce the need for user assistance.

Creating Demand: Investing in a seamless, efficient interface flow for their parking machines will give landowners a competitive edge and is sure to create demand by attracting patrons to their downtown parking spaces.

Safety & Accessibility: Offering an inclusive UI design, and physical unit/environment, will expand the user base and ensure the comfort and physical safety of patrons when using their product.

Sustainability: Solar panels and sleep screens will save energy costs while promoting sustainability.

Primary Users & Users & User stories

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International tourists

International tourists who are visiting Ontario use a car as a means of transportation. They are not yet familiar with parking machines in Kingston.

Stories

As an international tourist, I want to pay for parking with coins, so that I can avoid bank exchange fees when using cards for payment.

As an international tourist, I want to process payments in my language to avoid confusion when using the parking meter I am unfamiliar with.

As an international tourist, I need reminders about my parking expiry time that do not require me to have roaming data, so that I can avoid added phone bill costs and parking fines.

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Elderly

Older folks who need to park downtown to attend appointments and run errands. They are familiar with Canadian parking machines in a dated sense, and expect them to be accessible, and have traditional features and payment methods.

Stories

As an older person, I need larger targets for buttons, and larger text displayed with high contrast so that I can successfully make my transaction.

As a traditional older adult, I need to be able to pay with coins without time constraints so that I do not have to pay twice for my parking ticket.

As an older person with mobility challenges, I need a flat curb near the parking meter so I can safely and reliably access the machine.

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Rushed, working adults

Working adults with busy schedules are primary users of street parking, their time is of the essence and delays in simple tasks like paying for parking can cause a rush in their schedules.

Stories

As a rushed, working adult, I need visible, predictable access to parking permits with scannable instructions, so I can quickly pay for parking and get to work on time.

As a rushed, working adult, I need reminders and updates on my parking status so that I can focus on important tasks while avoiding parking ticket fees.

As a modern, working adult, I want to be able to pay with tap options that have become familiar to me, so that I can pay for parking as efficiently as possible.

User Goals

Autonomy for users when operating
Predictable, reliable & safe access to parking meters
Accessibility features
User assistance and safety during operation
Variety of effortless payment methods
Tap the payment option for quick operation
Quick, logical user flow that prevents errors, and swiftly executes payment
Simple interface, scannable; easy to read and interact with
Clear instructions and user feedback, including audible sounds
Mobile updates/reminders, including parking location, and approaching expiry time
Easy to locate machines, even from afar

Analysis of Parking Machine

1) Usage of Parking Machine - Task Flow

I interviewed someone who has experience with two different types of parking machines. One was about the parking machines on the street, and the other was about the parking machines in the parking garage. He mentioned, “It is always confusing whether to set the time first or put the card in first. There is no clear direction for that". “I don't want to insert a card or coin before I choose the time, I might choose the wrong one, but I'm worried about how to cancel it.”

Pay first-parking meter user flow (0n the street)

Pay first-parking metre task flow(0n the street)

Pay later-parking metre user flow (garage)

2) Findings between Task flow and User flow

The user was afraid of paying first because of the possibility that the payment could proceed by mistake.

After the payment, the user felt annoyed about having to go back to put the receipt on the car dashboard.

Revised the User Flow

With the insights identified, we crafted a user flow considering the proposed changes to the process of operating the street parking meters.

The main changes that we addressed here were the order in the process for paying for parking. In this user flow, we are proposing a similar experience to a garage parking meter where users pay for parking after a set amount of time is spent in the parking spot.

That means that users will select the amount of time they want to use the parking space and only after confirming this will they be moved to the payment process. The start of the process hence is different here and users will only need a tap on the screen to start operating the machine.

The other main point of our solution is giving users complete freedom on the payment method. This means that we have considered users using debit and credit cards, using change, and inserting or tapping their phones/cards to complete the payment. The following image shows the user flow diagram:

The revised Task flow by Team

Current status of Parking machines in Canada

(# The parking meter of North Bay)

(# The parking meter of Kingston downtown)

(# The screen of the parking meter of Kingston downtown)

10 Heuristics Evaluation

#1. Visibility of system status

1) Until the user operates the parking meter, it is not known whether the parking meter is operating. Users can only see the message to insert a credit card after pressing a button or touching the screen.

2) The screen is too dark to recognize what is displayed on the screen during the day.

3) The displayed text is too small and there is no clear contrast between the text and the background.

#4: Consistency and standards

When looking at a machine, the user's expectations of how to use the machine can be summarized in two ways.
1) Touch Screen 2) Display and Physical button: The machine provides a non-touchable screen and touch button, which is different from the user's experience with a similar type of machine. (Self checkout machine)

#5: Error prevention

1) Before turning the card upside down, there should be a guide at the slot where the card is inserted.

2) Since there is no sound feedback on the user's input, it is difficult for the user to check his current status.

(# Same screen of parking meter of Halifax)

#6: Recognition rather than recall

1) Too much information to remember - It provides instructions, time, and menus at once, making it difficult for users to remember and to recognize the first task to do.

2) Physical problem - The place where the card is inserted is too far from the screen where the method of use is presented, making it difficult for users to immediately respond to or remember tasks.

(# The place where the card is inserted is too far from the screen)

#8: Aesthetic and minimalist design

Because the tasks and information that the user must perform are mixed, intuitive recognition is difficult.

#9: Help users recognize, diagnose, and recover from errors

An error may occur in the part where the user inserts the card. There is no sound feedback or on-screen feedback about this task.

#10: Help and documentation

There is no such thing as a guide that users can grasp in advance or get help before using the machine.

Accessibility

The user's eye level is completely ignored, and not available to people in wheelchairs or visually impaired people. There's no sound feedback.

More findings:
1) The screen and the card slot are too far away for users to forget the guided content or order of the screen. That is, it is difficult for the user to immediately react to the act of inserting a card or coin.

2) It is difficult to understand why the keypad exists.

3) It's not a touchable screen, but the button is touchable unexpectedly, so you have to take off your gloves in cold weather. There is no consideration for the weather.

Main Challenges

About findability/location

Locating the parking meter was an issue for all the participants. The lack of signage or low visibility makes it hard to find them. Most of the parking meters have the “P” signage on the side of the machine itself, or signage that is overloaded with information that makes it unscannable. Moreover, the ratio of meters to street parking spots requires the user to walk long distances from their car to print their permit and return to their car to display it.

The environment

In some areas, the parking meters are located facing the street with limited space on the street curb to stand in front of it (no sidewalks). Moreover, snow buildup makes it difficult for users to stand on the sidewalk (where they exist), so users need to stand on the street between cars making it a safety concern. Meters do not have flat curbs so those with mobility issues must walk to street corners to avoid the rise in curbs.
The lack of legible instructions on how to use the parking meter makes it hard to operate. Some meters have instructions in the machine, but the font size is too small. Others have signage but it is located far from the machine itself.
Lack of shelter and vertical screen do not provide clear visibility, as light and low contrast, or natural conditions (rain, snow, or bird excrement) can make it hard to read. Users would need to cover the screen or bend over.
Parking meters on the street are not all an height: people in wheelchairs or any other type of impairment or disability will struggle to read/reach the instructions, screen, or buttons.

The interface

Recessed physical buttons; city screens are not touchable, but they have recessed touch buttons below that interact with the screen. It is confusing to understand the operation as it doesn’t fit the mental model of how a button, or touchpad, should operate.
Insert payment first; a customer’s mental model of a self-check-out kiosk is to pay at the end of the transaction.
Credit card only; debit card is a very common form of payment but is not accepted in the parking meters, and is only obvious once you’ve attempted to use a debit card.
Timing out when inserting coins; when paying with coins, time is a constraint. If coins are not inserted immediately, one after the other, it prints a ticket for a shorter stay than intended, wasting those coins.
Paying for more than users need; users often pay extra time “just in case” so they avoid a ticket with “buffer time”.
User feedback – no progress bar; users start the process of payment, not knowing what to do next, or how many steps are remaining to finish the process.
User feedback; screens don´t tell when payment is being processed, payment confirmation, complete ticket printing, “display on dash”.
If payment is not required, and no explanation is given, users can be confused if they need to pay or not.
Honk App; forces users to download an app to pay for the parking ticket, users can face data/Wi-Fi constraints on phones
Card slot and coins slot are far away from the screen interrupting the user flow
A keypad on some parking meters is confusing to the expected user flow of parking meters.
No in-line help; if someone has a problem, they would probably leave instead of calling the number displayed.

After paying for the ticket

Ticket printer location; comes out from the machine far away from the screen.
Location of meter; if the parking meter is far from their cars, going back to the car to put the ticket on the dashboard, if they are in a hurry, it represents a stressful task.
Cognitive load; users need to remember the amount of time paid to come back for their cars on time.
Some users would not remember where their car was parked.

Key Insights From Research / What would we do differently?

About findability/location

Add visible signage above height cars for visibility while driving, or once parked.
Add more parking meters within a long street.

The environment

Face the parking meter to the sidewalk, or perpendicular to the sidewalk, so that users can be safe when paying for their parking. Avoid forcing them to stand on the street between cars.
Allow users to set the height of the parking machine, so that it can be accessible for all people, with or without any impairment or disability.
Have a short set of instructions on how to operate the machine.
Have a screen with shelter and inclination for guaranteed visibility.

The interface

Less is more: require up to 5 steps maximum to complete the process and guide the user step by step, allowing them to go back anytime if they change their mind.
Let users know that the machine is on and working, and aim for either all digital or physical interaction.
Support different languages as the city is receiving tourists and aims to increase tourism and local international population.
Let the users select the desired amount of time easily.
Have immediate assistance/help.
Let users know when and why payments are not required on the welcome screen.
Show rates related to parking time. Avoid forcing the users to think or calculate the math.
Accept debit/credit cards, coins, and tap/phones as payment methods.
The receipt and payment slot should be close to the screen.

After paying for the ticket

Let users know where their car is parked in case they forget it.

Send text notifications to users when time is close to expiring so that they can make it back on time or allow them to extend the time from their phones before the expiration time, which would help with stress and rush.
Add information in the ticket; it is also informational signage.

1st Sketch proposal

1) According to the study, when a user enters and pays for a license plate number, a parking meter that is automatically registered in the system and does not have to leave a receipt on the front dashboard is useful, but most users do not memorize the number, and it takes time to enter the number and is likely to fail on the road.

Therefore, in this project, the direction of improvement of existing road parking meters is to be investigated.

2) This parking machine is adjustable in height. In other words, disabled people in wheelchairs can use it by pressing the button on the pillar to adjust the height.

3) The front is made up of a touch screen, and the card/coin inlet is placed right below the screen, so there is no fear that the user will lose the task because the distance between the task shown on the screen and the task to be executed is not large.

4) On the top of the Touch screen, the method of use is large and simple, so it is not difficult for first-time users to use it, and on the side, there is contact information that allows users to ask for help in case of a problem.

5) The touch screen is designed with the screen deep inside because the contrast is not good due to strong light during the day, and the top cover is additionally designed to protect the touch screen from rain or snow.

(#Physical design of parking meter)

6) The current time must be displayed on the touch screen to be operated by the user. The user should be given a clue to start the task.

7) For existing parking meters first, select the payment option. In this project, I have changed this order to select the time first. According to the interview data, there were complaints about the user's advance payment. In addition, it was determined that the first thing the user should choose while using the parking meter was parking time, so the order was changed in this way.

8) Giving a lot of options or letting the user enter is not good for the user to remember. Provides a minimum option for time.

9) A button was provided because the user should always be able to return to the previous screen or select ‘Cancel’ to ‘return’ to the beginning.

(#Touch screen UI of parking meter)

10) All screens should provide Voice feedback. It is not just for the disabled, but feedback on the task should be provided to users in consideration of various surrounding situations (Contrast, weather).

FINAL PROPOSAL (Sketched by Hailey Kim)

① Signage for parking - Place a large signage with a parking meter so that it is easy to find a parking meter on the street while riding a car.
② Button for Help - Those in need of help due to difficulty in using can press this button to call Assistance.
③ Height adjustment button - Short people and people in wheelchairs can adjust the height of the parking meter by pressing this button.
④ Solar panel - Installing solar panels is a good way to solve battery issues.
⑤ Instruction - Use easy-to-understand languages and icons to place instructions in easy-to-see locations.
⑥ Voice feedback - Users can receive voice feedback while using the device, and it is also useful for people with disabilities.

FINAL PROPOSAL PROTOTYPE

Link for interactive prototype (Adobe XD): https://xd.adobe.com/view/198f93cc-2d9a-40fb-a1b9-38c0d8338976-4cdc/

Note: All icons used for the digital prototype are part of the free icon library Icons 4 Design, and City of Kingston website. The usage of these icons is solely for this academic exercise. No copyright infringement intended.