Supporting Atlantic Design With User Research

Published 02 Oct 2015 1 minute read

Online qual
Customer
Atlantic Design - Dub, online qual and insight communities

Working as user research partners with industrial design and engineering consultancy Atlantic Design, Dub was commissioned to capture and analyse the experience of rail passengers in South London. We used mobile ethnography to observe the passengers in the environment, with the aim was of shaping future plans and design proposals for the re-fit of the 465-class carriage.

Putting the passenger at the heart of the design process

Engaging with embattled commuters needs a sensitive new approach to listening. A mixture of online panels, social media, ‘refer-a-friend’ schemes and station intercepts were employed to meet the specific sample requirements for the project. We created a flexible community for commuters to engage over the sustained period with access via mobile, tablet and desktop devices. In addition we engaged with multiple commuters and captured their experiences as they happened. Contextual observation played a key role in helping shape the future designs and enabling human-centred design. Exercises such as ‘write a postcard to the CEO’ and discussions of hot topic ‘bug’ lists revealed pain and plus points for the designers to work with.

Creating a vision for future concepts

Using mobile qualitative research and ethnography we brought the commuters’ daily experiences to life; exploring points of frustration with the current experience; determining preferences for options for utilities such as heating and toilets; highlighting what passengers consider to be the future priorities for the carriage re-fit and gathering feedback on future concepts.

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