THE AVION
B2 RUX CORNER
Runway Rhythm
Jason Hunt is a graduate student in the Research in User eXperience (RUX) Lab in the Department of Human Factors and Behavioral Neurobiology. RUX investigates the usability and user experience of technology in our everyday world. This is a regular column that explores different technologies typically used by Embry-Riddle students. Jason Hunt Graduate Researcher This summer, ERAU's Human Factors department was excited to launch its first study abroad program. The group visited Denmark, Sweden, and Finland, to explore user experience, ergonomics, and cultural psychology principles. Additionally, this program was the first to include both undergraduate and graduate students. In terms of user experience research, this brought excellent learning opportunities for students and faculty alike, and we were strongly encouraged to explore user experience research methods throughout our time in the three countries. I was one of these students, and, as part of my work, I analyzed the experience of being in an unusual setting for an Ed Sheeran concert - Malmi Airport in Helsinki, Finland. To do this, I used multiple methods, such as an impromptu behavior map (visually drawing behavior patterns on paper), and fly-on-thewall observations (observing behaviors in their natural context). Finally, the results were presented in the form of an infographic to give an overview of the most notable positive and negative user experience elements. Why this project? Many interesting elements contributed to the motivation for this research. First, the Ed Sheeran concert was the largest single show in Finland’s History with 60,000 tickets planned for July 23rd, and another 60,000 on the 24th (which sold out).
Photo Courtesy: Jason Hunt
Top: Balloons floating above the facilities. Bottom: Water station.
This was also the first time Malmi Airport was used as a concert venue, and the first time Ed Sheeran had performed at any airport. In the hands of the venue operators and police, this information might provide insight into places of improvement, for guest experience and overall safety and efficiency. Improvements at this early stage, though minor, might have a significant impact on future uses of the space as a concert venue. Oddly, this project did not start with a plan to conduct research. Two classmates and I merely
planned to attend the concert to have fun. However, the challenges we faced during the experience, and having experienced them through the eyes of budding researchers, gave rise to the thought of using this environment for the next class project. Specifically, the number of people created massively congested areas that raised red flags. We focused on these areas, as well as the safety and basic needs facilities at the venue (restrooms, water, and others). Areas of concern To this end, I started noting areas of high congestion, which was documented through an impromptu behavior map. Areas where moving traffic conflicted with static traffic (i.e., as food/merch lines, restrooms, water stations), and areas where walking space was insufficient were shown. Following this, possibilities for improvement were considered, which included the use of barriers to guide food lines, and tasks for event staff before and after the show (such as opening additional walkways). The food stall area, where lines stretched out outward (and not always straight) from the stalls, conflicted with the movement of traffic perpendicular to them, and nearly ran into lines from the merchandise booth. I also noted large areas of open space between the lines. A potential redesign would be to use barriers to guide a short line that snakes tightly for each food stall, opening up more walking space, and creating a physical barrier that will separate the areas. Second, the walkway leading to the wristband section (closest to the stage) contained an extremely narrow walkway between barriers (the width of about two people shoulder-to-shoulder). This created congestion before and after each act; leaving this small area at the end of the show took my classmates and me nearly 20 minutes. My recommendation for this is widening the walkway, and tasking staff with removing the barriers following the last act to allow for a quick exit. Lastly, while congestion at the entrance to the venue is understandable when arriving, due to the admission process. Departure was incredibly slow and congested. It took nearly 40 minutes for my party to leave the venue, with all attendees funneling out through two narrow walkways. This might be improved by opening additional walking space by tearing down barriers (near the end of the show) that were used to prevent ticketless guests alongside the walkways. The Positives The positive contributions to safety and basic needs were also noted. Focus was given to restrooms, first aid stations, and water stations. Primarily, these elements were lo-
Image Courtesy: Jason Hunt
Food Stall Area.
cated by observing several large balloons that were floating above each facility (great idea!). After locating, a gauge of the effectiveness of these elements was acquired through simple fly-on-thewall observation. Restrooms were plentiful, and every set seemed always to have vacancies. Water stations were constantly in use, but not congested, most people only waited about 10-15 seconds for their turn. There were also several first aid stations, which seemed to be mostly empty. Visualizing the data When making a visualization, context is important: Who is the audience? Why is this data necessary? What are you hoping the display will achieve? Additionally, I felt that significant issues should be highlighted and noticeable immediately when seeing the graphic. To these ends, information was presented with a shortlist of facts (regarding scope and novelty) to establish the data's usefulness. An overhead drone image of the location during the event was included to be used as a map and visual aid. Significant areas of congestion (the most prominent problem) were identified using red overlays; facilities were identified on the map using simple icons (toilet paper icons for restrooms, food icons for food, etc.). Conclusion In user research, needs vary from project to project, and a researcher needs to be adaptable. In this case, the benefit of a planning phase was not present, and I was challenged with producing a useful visualization of data. Behavior maps and fly-on-the-wall observations, though somewhat limited in their control, can be powerful tools in quickly identifying essential elements to user experience. These small changes, for instance, might create a significantly more enjoyable experience for guests, as well as provide staff with a boost in efficiency and provide increased safety for everyone present. With more follow-up research, this could lead to an understanding of best-practices that might streamline this type of location “retro-fit� in the future for
venue staff and promotion teams. This project was crucial in supporting my need always to be ready to look at things through the eyes of a researcher and to be flexible with methodology. As a consumer, it helped to train my awareness of my environment, identifying these positive and negative aspects only added to my enjoyment of the experience (including knowing areas to avoid). I hope that it might assist others in feeling more comfortable collecting qualitative information or help consumers to be more conscious of their surroundings.
Interested in the RUX Lab? The Research in User eXperience (RUX) investigates issues related to user experience and usability of software, products, and processes. The lab conducts research and provides consulting services to industry in many different areas. Contact Dr. Barbara S. Chaparro at 386-226-6100 or visit COAS 401.29
Photo Courtesy: Jason Hunt