Adriana Piedrafita

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Metro Madrid
Role
UX/UI Designer

Product

Ticket Machine

Metro ticket machines now feature intuitive touchscreens, multiple languages, and accessibility options. Supporting credit cards, mobile payments, and cash, this UX-driven aims to reduce wait times, enhance satisfaction, and modernize public transport services for greater efficiency and accessibility.
Challenge
It addresses the critical issues of outdated, confusing, and inaccessible interfaces that frustrate users. The machines fail to support diverse payment methods and lack essential accessibility features, causing inconvenience and dissatisfaction.
Solution
Create an intuitive, multilingual, and accessible interface that supports various payment methods, provides real-time updates, ensures secure transactions, aligns with Metro branding.
User-centered research

User Interviews conducted to understand experiences and identify confusion areas, especially with complex rates and add-ons.

Observed real-world user interactions to understand environmental impacts on machine use during different times.

Analyzed competitors to benchmark usability and identify features that simplify complex interactions.

Created initial sketches to explore different layout and information hierarchy options, facilitating early discussions and refinements.

Improving the usability and accessibility

Employed card sorting to strategically organize ticket options and simplify the menu structure, enhancing overall user comprehension and ease of navigation.

Designed a streamlined user flow to reduce transaction times and improve overall user experience, ensuring a smooth and intuitive process from start to finish.

In collaboration with The National Organization of the Spanish Blind (ONCE), we enhanced accessibility by optimizing and simplifying the user interface. We also adpated the machine’s design for wheelchair accessibility, ensuring it is usable by all individuals.

 

On-site testing

Created an advanced prototype of the ticket machine designed for use in metro stations, incorporating key features from initial design phases.

Conducted tests with +100 metro users to evaluate the usability and functionality of the prototype under real-world conditions.

Observed users interacting with the machine to gain insights into user behaviors, preferences, and interaction patterns.

Systematically gathered and documented feedback from all participants to identify common issues and areas for simplifying transactions.

Specifically tested accessibility features to ensure the machine was usable by all individuals, including those with disabilities.

Streamlining UX design and development

Worked closely with developers from the technology consulting through on-site sessions to align design and functionality.

Maintained a collaborative environment with developers to seamlessly blend design intentions with technical execution.

Developed and refined the user interface continuously, leveraging feedback from the development team and users.

Ensured a clear hand off design specifications and assets to the development team for implementation.

Accessibility and efficiency in public transport

Read article.

Marks a significant step in public transport accessibility.

Supports efficient operation in 40 metro stations.

Integrated with existing metro station systems, enhancing overall technology use.

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