03 February 2015

Leave no rider behind

Two very different solutions to the user experience problem of vending a card for riding the subway, from New York's MTA and the Bay Area's BART. I love the hand-drawn flow charts by Aaron Reiss.
When Antenna Design came in, commuters were having a hard time adjusting to a pay-first interface, a system much like BART’s current ticket machines. “I saw immediately that wasn’t going to work,” said [Masamichi] Udagawa, “the interface was a big problem.”

New Yorkers simply didn’t trust the machines.

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