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# System prepended metadata

title: 'CS374 Design Project | DP 1 : Need Finding | Report'

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# CS374 Design Project | DP 1 : Need Finding | Report 
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### Project : Build the train mobile ticketing service for elderly people.
**Team Name : EasyKORAIL:station::ticket:**
**Team Members : Hyunseo Lee, Jinwoo Lee, Daekeon Song, Youngmin Yang**
**[Presentation Slides](https://docs.google.com/presentation/d/1vqb6NkgQ_Mydss0NCbKoFhx1Nd44beVWe-aXb7Ukq0o/edit#slide=id.g2c8bd3033af_3_4)**


---




  * [Target User](#target-user)
  * [Experience](#experience)
  * [Observation & Interviews (1) : Interview Participants](#observation---interviews--1----interview-participants)
  * [Observation & Interviews (2) : Test & Interview Questions](#observation---interviews--2----test---interview-questions)
  * [Observation & Interviews (3) : Interesting moments](#observation---interviews--3----interesting-moments)
  * [Needs](#needs)
  * [Insights](#insights)
  * [Studio Reflections](#feedback)
      - [Students' Feedback & Reflection](#students--feedback---reflection)
      - [TA's Feedback & Reflection](#ta-s-feedback---reflection)


## Target User
> Elderly people (aged 65 years and older) who experience difficulty booking train tickets (such as Mugunghwa, ITX-Saemaeul, KTX, and SRT) through non-face-to-face methods.


- **Explanation**: Rail services such as KTX and SRT are the transportation that many Korean use. Since the departure and arrival time of trains are fixed, it is important to reserve tickets at their own time. For this, Train companies (currently, Korea only has two major railway operators, KORAIL and SR Co., Ltd., which is funded by KORAIL.) have provided various options for people to reserve train tickets remotely. Other than making face-to-face reservations at the train station, people can make reservations through kiosks, phone calls, or mobile phone applications. 
`However, many elderly people find it difficult to make reservations through remote methods, including mobile ticketing services.`Not only does it increase their inconvenience, but it may also restrict their 'right of mobility' in some cases. For instance, on every national holiday in Korea, train stations are crowded with elderly people who either didn't know how to book train tickets remotely or failed to do so. ([Related newspaper article](https://www.cctoday.co.kr/news/articleView.html?idxno=2189917))
`Therefore, we selected 'elderly people who have difficulty booking train tickets using remote methods' as our target users, and are creating a system to help them make reservations easily.`
---

## Experience
> How elderly people find trains and book tickets using non-face-to-face methods. 
---


## Observation & Interviews (1) : Interview Participants

> To achieve our goal in the needs finding stage, we wanted to understand how they find trains and book tickets using the mobile ticketing application first. We interviewed a total of 6 users, including one extreme user.


### **Interview Participants**

* **Interviewee A**
    * 65 years old senior.
    * She takes a train once a month, but only does offline ticketing.
    * Interviewed by Youngmin.

* **Interviewee B (Extreme user)**
    * 75 years old senior.
    * She has never taken a train, but hopes to travel by train.
    * Interviewed by Hyunseo.

* **Interviewee C**
    * 83 years old senior.
    * He frequently use applications for public transportation (bus). 
    * Interviewed by Daekeon.

* **Interviewee D**
    * 86 years old senior.
    * He rarely takes a train. He only has experience with offline ticketing. 
    * Interviewed by Daekeon.

* **Interviewee E**
    * 77 years old senior.
    * She takes a train every two months, but her daughter helps her make the booking.
    * Interviewed by Jinwoo.

* **Interviewee F**
    * 68 years old senior
    * He takes a train regularly and tried to use KORAIL application, but his employees help him make the booking. 
    * He tried to book the train using the KORAIL mobile ticketing application, but he failed due to the complicated payment process. 
    * Interviewed by Jinwoo.

* **On the extreme user B**
    * We regarded B as an extreme user because considering the test response and interview of the user `who had never been exposed to relevant train travel experience' during the needs finding process will help us build a more generalizable future product that can encompass the needs of the marginalized group.
---

## Observation & Interviews (2) : Test & Interview Questions
>We asked questions in two stages.  Prior to the (user) test on the existing KORIAL mobile ticketing application, we asked questions to obtain some relevant informations on the subject for each participant. After conducting the test, we asked them again the questions that are related to the test. Full description can be found here ([Full interview description](https://shorturl.at/emO09))
### Basic Questions
The first step is to ask relevant questions to the subjects for each participant.
* **Basic questions (Before the test)**
    * Is there any particular applications that you often use in your smartphone? 
    * How often do you book the train ticket?
    * Where do you find and how do you book the train ticket?
    * Did you know the existence of the KORAIL mobile ticketing application?
    * Have you ever used the KORAIL mobile ticketing application to book train ticket?
    * (If Yes to 4 but No to 5)Then, why do you stick to the face to face booking for the KORAIL train ticket rather than using the mobile application?
    * If you were allowed to select the seat for the train travel, which type of seat would you prefer? 
    * Which train stations or routes do you usually use for booking train tickets?
    * When do you book the train in advane of the departure day and do you make the reservation on round-trip ticket? 
    * How do you get to the train station? 
    * Could you explain any inconvenient experiences you've had while making reservations and boarding the train?
    
    
### Test

After the first question, we did an (user) test on the interviewees on the existing KORAIL mobile ticketing application. 

- **Test Description**:

> Using this KORAIL mobile ticketing application, try to book a specific train ticket (Departing station, arriving station, departing time.) with multiple options. (e.g. seniority discount, mileage)


### Usage Questions

After the test is finished, we finally asked questions about the usage experience. 
* **Usage questions (After the test)**
    * Did you have any visual problem on using app? If yes, what was that?
    * Did you have any difficulty on booking tickets of specific time?
    * Could you easily applicate the discount on seniority in app?
    * Could you easily find the mileage tab in the app?
    * Please describe any part you felt uncomfortable during ticketing.
    * Would you use this ticketing service in the future? If not, what makes you feel that way? 
    * How was it different from the applications that you use frequently?
---

## Observation & Interviews (3) : Interesting moments
> Out of six interviewees, we organized the interesting moments for each participant. Here, we also provide relevant images that further explain the 'notable' interesting moments. 

### Intersting Moments (Irrelevant to the test)
* **Interviewee A**
    * She answered that she once had an experience that she missed the train after booking because she couldn't find the exact location of the gate / platform and her slow step. 
    * Even she remembered the train time in her area, but had no experience booking it online.
    * She preferred a seat close to the entrance and purchased a ticket with the round-trip ticket option.
    * She usually goes to the train station by city bus.

<center><img src="https://hackmd.io/_uploads/BJGKqFrl0.jpg" ...></center>
  <center>Figure 1. This figure shows the interesting moment of interviewee A.  </center>
<br>


* **Interviewee B (Extreme user)**
    * She didn’t know how to install the smartphone application.
    * She can only use very limited number of applications like Kakaotalk and Naver. 
    * She knows the existence of an application that allows her to book a train.
    * She hopes to go train trip even though she hasn't traveled a lot. 

<center><img src="https://hackmd.io/_uploads/Bycu5tHlC.jpg" ...></center>
  <center>Figure 2. This figure shows the interesting moment of interviewee A.  </center>
<br>
<br>

* **Interviewee C**
    * He rarely used apps other than KakaoTalk when he used his smartphone.
    * He acknowledged knowing about the KORIAL application; however, he mentioned that he hasn't heard any of his senior acquaintances using it freely.
    * He frequently uses public transporation, however, his train travel route is almost fixed. (Seoul - Jeonju)

<center><img src="https://hackmd.io/_uploads/HyxP9FBxC.jp" ...></center>
  <center>Figure 3. This figure shows the interesting moment of interviewee C. </center>
<br>

* **Interviewee D**
    * He only experienced offline ticketing but knew that the Korail app existed.
    * He siad that he prefers face to face because of the conversations and interactions with employees. 
    * But, he thinks that visiting the train station prior to the travel is somewhat inefficient and time-consuming. (His house is apart from 50 minutes distance.)


<center><img src="https://hackmd.io/_uploads/ByZg5trgA.jpg" ...></center>
  <center>Figure 4. This figure shows the interesting moment of interviewee D.  </center>
  
<br>

* **Interviewee E**
    * She reservations train tickets mainly for travel purposes.
    * She also siad that her train travel route is almost fixed. (Busan - Daegu)
    * She shared her experience with us, explaining that she couldn't find the exact location of the terminal for over 20 minutes, and she barely made it on board.
<br>


<center><img src="https://hackmd.io/_uploads/BJ1V9KHlA.jpg" ...></center>
  <center>Figure 5. This figure shows the interesting moment of interviewee E.   </center>
  
<br>

* **Interviewee F**
    * He was able to use various apps for various purposes.
    * He said it is difficult to book a train ticket unless it is the section he usually book.
    * He once couldn't get on the train on time because of an unresolvable problem that occurred during the payment process. He had to wait for the long queue for the help center at the station. 


<center><img src="https://hackmd.io/_uploads/BJhB5KrlR.jpg" ...></center>
  <center>Figure 6. This figure shows the interesting moment of interviewee F.   </center>
  

<br>
### Intersting Moments (Relevant to the test)
* **Interviewee A**
    * She easily achieved the step of selecting the date to reserve a ticket.
    * However, when the progress was reset after she accidentally pressed the underbar, she was very embarrassed.
    * She said it was very difficult to add a payment method.
<br>

<center><img src="https://hackmd.io/_uploads/rJEhADTJC.png" ...></center>
  <center>Figure 7. This figure shows that by clicking the dock at the bottom of the app, user will be redirected to the home screen without any futher explanation.  </center>

* **Interviewee B (Extreme user)**
    * She didn’t know how to install the smartphone application.

* **Interviewee C**
    * He tried to book a train using KORAIL application.
    * However, he failed because of issues in the login and payment.
    * He always get assistance of his friend for the booking.
<br>
<center><img src="https://hackmd.io/_uploads/SytS-Op1A.png" ...></center>
  <center>Figure 8. The figure shows that what was the problem that C confronted : he could neither sign in nor sign up. </center>
<br>

* **Interviewee D**
    * He knew the existence of application which help him to book tickets.
    * He felt too uncomfortable looking at the small letters on the app.
    * He struggled more than couple of minutes when registering new payment method.


<center><img src="https://hackmd.io/_uploads/B1TrXO6JC.png" ...></center>
  <center>Figure 9. The figure shows that how D struggled when registering the new payment method. </center>


* **Interviewee E**
    * Did not know the existence of KORAIL application.
    * Had been asked her daughter to book the ticket for her.
    * She said that the calender app in the first screen is not intuitive. 
* **Interviewee F**
    * He didn’t know the existence of senior discount even he used it before.
    * He failed to change seat after proceeding to the reservation tab.
    * He felt that some terms (e.g. “간편 구매 등록” (Register quick payment)) are very confusing.

<center><img src="https://hackmd.io/_uploads/BJA3ZO6yR.png" ...></center>
  <center>Figure 10. The figure shows that C didn't know the fact that seniority discount has already applied for the ticket. </center>
<br>
<center><img src="https://hackmd.io/_uploads/HkW3ldTkA.png" ...></center>
  <center>Figure 11. This figure shows that by red-boxed button is the only step that user can choose or change the seat. User F struggled to assign his seat.  </center>


---

## Needs
>We could retrieve a total of 10 needs from the inverviews. For the detail of the needs, you may refer to our presentation slides. 

**(We have revised all the needs considering their relationship to the target user and uniqueness.)**
* **There are some needs that...**
    * Seniors want to check quickly if there is a train that corresponds to the time they want.
    * Seniors want to know exactly what they are doing to the point where it's close to compulsion.
    * Seniors want to be assign their seats on the positions that are convenient when they get off the train or use the bathroom.
    * Seniors need to be protected from and explained about accidental resetting when slips occur.
    * Seniors need to book the train tickets that are almost soldout without worrying with their proficiency to the service.
    * Seniors need to be explained about the route (including the recommended transportation) to get to the train station.
    * Seniors need to be explained the detailed route or estimated time it takes to reach the gate and platform when they are looking for directions.
    * Seniors should not be hindered from booking trains due to slow behavior(e.g. step).
    * Seniors want to link the conventional payment method they are used to with the easy-payment method.
    * Seniors need to understand what the information on the reservation system explains regardless of their language understanding.
---

## Insights
>We retrieved a total of 10 insights from interviews. For the detail of the insights, you may refer to our presentation slides. 

**(We have revised all the insigths considering their relationship to the target user and uniqueness.)**
* **There are some insights that**...
    * Seniors took a longer time than other user group especially during the installation and setting of the mobile ticketing service when they are operating electronic devices.
    * Almost all seniors said that they book the round-trip ticket at once as they plan the travel in advance.
    * Seniors are greatly embarrassed when suddenly they receive a warning or notification. (They didn't tried to 'debug' the errors they are facing with)
    * Multiple seniors had experience that they are confused with the english terminologies or alphabet  (e.g. gate A : 게이트 A) during the reservation and train travel.
    * Seniors who book face-to-face said they do it because of their conversations and interactions with employees.
    * No single senior relied on Google search or the help/information tab in the remote reservation system when they have some difficulties while booking the train ticket.
    * Seniors’ train travel routes are relatively fixed. (No significant changes in departure/arrival station.)
    * Some seniors had experience that they missed the train after the reservation since they only relied their knowledge or asked to nearby people to get to the train station.
    * Seniors, including the acquaintances mentioned by the interviewees, rarely use mobile ticketing applications to book train tickets.
    * Seniors tend to avoid standing room when booking the train even if there is no seat available, contrary to the tendency of the younger generation.
---

## Studio Reflections
> Thanks to students and TA in the CS374 design studio, we could collect following invaluable feedbacks about our work. 

### Students' Feedback & Reflection
* I wish your target user was more detailed because elderly people is a big group.
    * Our target user description is not confined to elderly people itself, however, it is said to be 'elderly people who experience difficulty booking the trains with remote method.'
* I wish your target user was sort of segregated based on gender, age within 50> age category.
    * Our target user is 65 years of age or older as relevant law desginates 'senior' based on that specific criteria, not broader age group. 
* I wish they included other information such as when they need to use trains and how often etc. to understand the participants’ problems better.
    * `First, the information about the frequency of usage is something we did not reveal in the presentation slides because there was no significant difference. However, information about when they need to use trains is definitely something we can look into further. We appreciate the suggestion.`
* I wish they considered elderly people are not very used to ‘technology’ in the first place when they’re coming up with the insights.
    * We also agree with that opinion. We conducted the test with the knowledge that senior users are basically unfamiliar with the technology. Our interview also revealed that attribute. 
* What if the target user was described in further details, e.g., the ages defined as “elderly”.
    * We think that senior, or senior citizen is 65 years of age or older as `Constitution of the Republic of Korea desginates', so we carried out the classification on that critera. 
* What if the target user not just KORAIL user but train user?
    * `Except for the subway, all passenger railroad users in Korea can be said to be KORAIL users. (SR is regarded as a subsidiary company of KORAIL.) The subway is not a way to book tickets, so we excluded it from our goal. Thereby, we aim to foucs on the general train passengers.`
* What if you include another users with more young ages, and maybe compare the results in needs.
    * We have set our goal to develop design project upon users over 65 years old. Still, we wish to complete the consistent user interface that can be generalized to broader user group. 
* What if the target users are not that reachable, might make your work a little harder?
    * `It might be. Then, we will try to secure target users as much as possible through our network or family. Also, it will be possible to conduct survey-type user tests for the public in the near future.`
### TA's Feedback & Reflection
* According to your group's Needfinding, your results are likely to be nothing more than expanding the app. 
    * Our project will not just an straight forward task to renovate or enhance the existing UI of the  booking system. `However, it will be designed to have functionality that meets the needs and usage patterns of elderly users for public transportation.` We also revised our target user group and experience based on this notion. 
    * In addition, the reason for the activity in the interview which was based on the existing KORIAL application is that it is almost the only app that can reserve trains remotely, and `we believe that test based on such application would help us gain more pratical insights about the elderly users' reaction and thoughts.`
    * `Afterward, we will analyze the user patterns and underlying needs of elderly passengers to meticulously address the issues involved in making train bookings remotely.` `Our ideation and further prototyping won't be confined to the application; however, we will consider all compelling mediums. (e.g. Kiosk, messanger app based chat-bot)`