Examining the Information System of King County Metro to ...

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Examining the Informaon System of King County Metro to Increase Ridership

Transcript of Examining the Information System of King County Metro to ...

Examining the Information System of King County Metro

to Increase Ridership

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This project examines the information system of the King County Metro public transportation system and points

out opportunities for improvement as a catalyst to get more people using the bus more frequently. The

experience of riding the bus and the use of the information system to get from the starting point to the final

destination are examined as a way-finding activity. Information design is examined as supporting this

activity and as the most tangible representation of the system. It takes much of the responsibility for how

usable the system is. Process, problems, thoughts, examples and suggestions are included in this book not as

answers for how to create the perfectly usable transportation system but uses King County Metro as a case

study for finding where the information system falls short and what other systems have done to try to solve

these problems.

Preface

Keri LindquistDesign Studies Capstone 2008

Section 1: Defining the Problem and Approach

Summary of Problem

How Can Design Help?

Research & Analysis Process

Personas

How Bus Systems Differ from Subways

Section 2: Examining the Information System & Making Suggestions

King County Metro Info System Diagram

Steps in Bus Riding Process Planning

At the Bus Stop

On the Bus

Getting to Destination

Making a Transfer

New Prototype Signage

Section 3: Summary of Analysis and Priority of Suggestions

Summary of Suggestions and Conclusion

Future Project Proposal

Bibliography

3

5

7

9

10

11

13

15

Table of Contents

17

23

37

43

47

51

53

55

55

56

Section 1: Defining the Problem and the Approach

Dale Cummings, Transit Planner, King County Metro:

“Our objective is to get more people on mass transit,

which we’re convinced is a much more ethical and civil

way of getting around.”

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Guide to Transit Now:

“While population growth will lead to a modest rise in ridership,

the overall market share of public transportation will probably not

change. Historical trends demonstrate that simply adding more

buses does not trigger an increase in the share daily riders using

public transportation.”

Introduction

A friend of mine trying to take the bus to my house for the first time called me, exasperated,

saying “I’m sorry I’m so late, I’ve spent the last hour and a half trying to get to your house!”

We live no more than 3 miles apart, an easy 10-12 minute drive. There is not a bus, however,

that goes directly from her house to mine. It was also a Sunday, so few buses were running.

On top of that, she had walked ten blocks out of her way to get to a stop which she thought

served the bus she needed to take, but was mistaken. When she finally arrived, she threw

her hands in the air in frustration and said, “I don’t know how people do this everyday. That

was ridiculous.”

King County Metro public transportation is a complex system which anyone who has

ridden it can attest to. In general, the experience for new riders is stressful and often

frustrating. Executives of King County have made a challenging goal for themselves, to get

more people out of their cars and onto buses. The Transit Now initiative from 2006 stated a

goal of 21 million more boardings by 2017.

A recent article by the New York Times discusses an increase in ridership in several major

cities in the U.S., Seattle included, due to climbing gas prices. Though this is great news for

King County Metro, more change is still achievable. A large portion of the population still

drives their cars everyday and the congestion problem remains a daily encounter for

commuters in Seattle. So how can Metro encourage more people to make a lifestyle change

even if they can afford to pay high gas prices?

Despite the unavoidable frustration involved in learning a new system, there are many

benefits that could outweigh the drawbacks for potential riders. Especially in Seattle, people

are often concerned with reducing their impact on the environment and if more people take

the bus, gas emissions are reduced. Another rather obvious benefit is that taking the bus is

more economical. If riders are able to rely entirely on public transportation and no longer

own a personal vehicle, they remove a huge expense from their finances. Concisely stated

by one of the riders I observed, “[taking the bus] would be a hell of a lot cheaper. We pay

$500 a month for [car payments for] the Subaru and $480 a month for everyone’s insurance.

Not to mention gas and maintenance.” All of these costs would be removed if they were able

to solely use public transportation.

Rider’s Reliance on the Information System

Due to the system’s complexity, users rely more heavily on the information system. The more

complex the system is, the less intuitive it is.

The simplicity and usability of the system from the user’s perspective is exemplified in

the transportation system of Vancouver BC. The riders were also less reliant on the

information system due to this. When I made an excursion, I only encountered one sign that

had listed arrival times. All ¬other stops I encountered, the rest of which were in the heart

of downtown Vancouver, had only a system map, a sign with route numbers listed and most

had labeled bus stops. From these three pieces of information riders could determine where

the route would take them and that the desired route did in fact stop at the bus stop where

they were waiting. Smaller bus stops were not equipped with a system map and on occasion

were even without the list of routes. I had purchased a portable copy of the system map, so

this never posed a problem for me, but I witnessed riders asking the driver the path of the

bus route on a few occasions. On top of a more usable system map, I never waited more

Close up of the system map found at larger bus stops in Vancouver BC.

than 10 minutes for a bus to arrive and I took six different buses. Though this is not an

optimal system design, it seems that because the system runs with such frequency,

timetables are not essential and that riders can make mistakes and correct them faster than

is possible with the system of KC Metro.

Overall the experience of using the Vancouver system was less frustrating than

Metro’s, even though I have more experience with the latter. Because Metro’s buses run

with less frequency and have more variation in the time between arrivals, users need to be

informed of these variations in arrival times and must wait longer to catch a different bus if

a mistake was made initially. In order to avoid making mistakes, riders must look to printed

information and plan ahead.

Using public transportation is a way that a person navigates through a city. Wayfinding

through public transportation is an unusual form of navigation because the rider has little

control over where they are going.

Like all navigation or wayfinding activities, in order to not get lost a rider on public

transportation needs to always be aware of the following:

Where am I?

What comes next?

Where is my ultimate destination from here?

Public transportation is an incredibly complex system many levels beyond what the

Detail of an old, peeling Vancouver BC bus schedule showing frequency of bus arrivals. Never more than a 15 minute wait.

user experiences. Urban planning, local legislation, funding, local weather

conditions, social norms and many other areas of study greatly effect the system’s

functionality. All are important considerations when designing a public transporta-

tion system. This project, however, narrows its focus to examining the information

system of the King County Public Transportation system as a support system to the

wayfinding process.

HOW CAN DESIGN HELP?

After pointing out many other areas of potential improvement for Metro, I propose

that improving the information system will make the biggest impact on the rider

and can ease the experience of the first-time user to encourage more people to ride

the bus. A transportation system is a complex and abstract thing. Without under-

standing at least on a basic level how it works, potential riders will be intimidated

to try it for the first time. The information about the system is what a rider interacts

most directly with and is the most tangible representation of the system. Therefore

it must be as clear and communicative as possible to make the system as usable as

possible.

Analyzing the existing information system can provide huge opportunities for

improvement in usability of the current system. Without making changes to the

entire system design (i.e. the path the routes take), which would require years of

planning and more time for implementation, improving the information design can

make a huge difference for the experience of the rider to get people on the bus

now. Due to the complexity of the Metro’s bus system, users will rely more heavily

on the information available to them because the system itself is less intuitive than

say a system in which all buses arrived every 10 minutes all day, every day. Improv-

ing the information design will not solve all issues with the current system, but

strong information design can make users aware of its limitations and allow them to

make proper adjustments to fit it into their lifestyle.

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Information Design as Support of Wayfinding

Using public transportation is a way that a person can interact with and navigate

through a city. Though it is an unusual form of wayfinding because the rider

selects between pre-determined routes. Their task as navigator is to determine

which parts of which routes will get them closest to their destination. In order to

use the system, however, users must trust that it is possible to get to their desti-

nation via the system. In order for the system to prove its reliability to the user,

the system must be as transparent as possible to expose its functionality, but

only to the point of necessity. In order to put the rider at ease, the rider needs

to be constantly reassured that they are progressing along their route as he or

she should be. Robert E. Horn, a scholar and instructor of information mapping,

has said, “what we need is not more information but the ability to present the

right information to the right people at the right time, in the most effective and

efficient form.”

It is easy to see how clarity can be brought to the process of taking the bus

through information design. The information system is what is (or should be)

present at the times when the rider makes a decision in their navigation process.

Providing the proper information at these points of the trip can create a fluid,

uneventful experience for the rider. A metaphor used by Kim Baer in the Informa-

tion Design Workbook explains that, “good information design is like an unevent-

ful airline flight. There’s no turbulence to remind you that you’re thousands of

feet in the air. You don’t pause to think about the mechanics of air travel or think

too hard about how such a heavy hunk of metal can be airborne. You just board,

slurp your soft drink, much on honey-roasted peanuts and confidently arrive at

your destination.” Information design for public transportation should allow exactly

this, no extra thought or interpretation needed for determining the proper route

or time to exit the bus; the information should present itself exactly as necessary.

Too much information will confuse the user, too little will frustrate them. Informa-

tion design controls if and how the user perceive parts of the system and impacts,

if not creates, the user experience with public transportation. The manner in which

the system is exposed to the user is crucial. According to the Transit Research Board

there are three stages in wayfinding:

This must be kept in mind when examining what information is present at every

stage in the process of taking the bus.

Many systems are vastly improved by the act of making visible what was

invisible before.”

Donald A. Norman, The Design of Everyday Things

1: the person identifies landmarks and orients themself using these

2: the person builds travel decisions around framework of landmarks and visualizes a series of actions

3: the person develops a cognitive map of the environment with landmarks, routes and approximate distances

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Personas / Scenarios

The information from these excursions, along with that gathered from

informal interviews and observing riders on the buses, was compiled to

create three personas. A scenario was then developed for each, based

mainly on experience from the excursions, to explain common or possible

problems encountered by riders in the current system due to the lack of

information.

After creating the scenarios, it was evident that all the major issues

riders encounter with the information system were addressed in the

scenario with the Never-User. It is also true that the biggest impact could be

made on the Never-User. The Expert is already committed to using the

system as it is, so improvements will only make their experience more

pleasant. The One-Router is also already using the system and making

changes which target the Never-User will also make for an easier shift for

the One-Router to use the system more frequently to more destinations.

Therefore, the needs of the Never-User are of higher priority to encourage

more people to ride the bus with more frequency.

A digital experience was created of Scenario 1. The digital file created

in Flash allows a designer or planner involved in public transportation

wayfinding to understand on a personal level the issues encountered with

the current system. This digital experience follows the Persona through their

entire bus riding experience, pointing out the flaws along the way and

showing a link to see an example of well-designed information from another

system.

Research and Analysis Process

I first research what current legislation is in effect that is making changes in

King County Metro. The major changes being made are through Transit Now,

an initiative approved two years ago. Some of the effects of this initiative are

starting to be seen. New signage has been implemented on a trial basis, the

design of which is discussed on page 54. Bus priority lanes on some parts of

Aurora Avenue are being added.

Next, I observed the effectiveness of the information system through

documenting several excursions made on King County Metro by others and

myself. Through these excursions I recorded the length of time required to

travel from one destination to another, the familiarity each person had with

using public transportation, how often the person relied on or used the

information system and what information was available to the rider every

step along the way. Through tracking the mistakes made by users and

examining what information was available to them at these times of

decision-making, I created a diagram of the rider’s experience. This includes

each stage of the process of taking public transportation, the information

available at each stage and then suggested changes or additions based on

what was shown to be lacking. These suggestions were then prioritized

based on which was the biggest source of error.

I made a trip to each Portland and Vancouver BC to see how the overall

experience differed from King County Metro and why. These trips were

experiments to see how intuitive and informative the systems were for me as

a new user of the system. The process and information encountered was

documented as well.

Persona 1: David / Never-User

Hates riding the bus, never uses it unless there’s an extreme

advantage or no other choice.

Has to pay fare in cash.

Persona 2: Jenna / One-Route

Uses bus for economical reasons.

Commutes to work / school, uses two routes frequently.

Will take bus to other locations on occasion.

Has a monthly pass or Husky Card.

Persona 3: Emily / Expert

Only uses public transportation.

Committed, changed lifestyle to do so.

Familiar with many routes, some arrival times memorized.

Has a monthly pass.

Scenario 1

Car is in the repair shop, needs to go to Bellevue.

Taking bus never been on before.

Scenario 2

Taking a bus she usually takes to work further along

the route to go downtown.

Scenario 3

Taking a route she’s very familiar with,

but construction makes an unforeseen change in route.

This statement, from the book of Vignelli design discussing

the London subway map, identifies exactly why this system of

representation is so successful for subways and simultaneously

why this does not work for bus systems. One huge difference is

there are too many routes in a bus system for each to have its

own color. Another significant difference is that buses do not

necessarily stop at every stop. Buses also change from regular

to express route.

Perhaps the most significant difference, however, is the

physical path of the subway. The vehicles of these systems are

physically attached to a track that is usually below ground.

There is not a strong relationship between the layout of streets

within the city and the route of the car, allowing the “lines and

land to follow the basic structure” of a Metro map. Jose Allard’s

analysis of the redesign of Transantiago Chile’s transportation

system discusses this difference. He writes “many authors and

general practices recommend that diagrammatic maps such

How the Problem of Bus System Representation Differs from Metro Systems

The design was organized on a 45-degree and 90-degree angled grid in which lines and

land followed the basic structure. Every line had a color. Every stop had a dot. Every

station was listed. A dot on the line meant that the train would stop at that station. No

dot, no stop – simple. The map resulted in a beautiful design.”

Subway maps on the opposite page are from the following cities:

London

Berlin

Barcelona Rome

Buenos Aires AthensMexico City

as the ones used for Santiago’s Metro, are not suitable for bus

networks. Lines on a diagram cannot be easily related to the

reality of the streets, [nor to the plan of the city, which forms

the bus traveler’s mental map]. For this reason, most bus maps

[include] certain topographical relationships to the city.”

Generally speaking, Metro systems have an abstracted

system of representing the routes, a style which has been re-

fined over many years. Metro maps all look similar because this

system of representation works well. However, the problem of

representation for Metro is a much simpler one than that of a

bus system.

This also demonstrates how the on-board bus map

may not be as effective for bus systems as it is for subway or

streetcar systems. The bus does not always stop at every stop.

Usually these on-board maps are accompanied by a next stop

ticker, which changes after every stop. Yet again, this feature

would not work well for the bus system when the stops made

vary depending on the riders.

Section 2: Examining Information Design and Making Suggestions

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Make everything as simple as possible, but not simpler.”Albert Einstein

The Information System of King County Metro

Planning1

route brochure

Trip Planner

INFORMATION ENCOUNTERED:

SUGGESTED ADDITIONS:

Make a Transfer

paper transfer

INFORMATION ENCOUNTERED:

directional signs for other bus

routes / stops

SUGGESTED ADDITIONS

Final Destination4

system map

area map w/ landmarks

directional signs

INFORMATION ENCOUNTERED:

SUGGESTED ADDITIONS:

On the bus3

route brochure

on-board map

next stop board

INFORMATION ENCOUNTERED:

SUGGESTED ADDITIONS:

At bus stop2

bus schedules

bus stop flag

system map

destination board

real time arrival

route map

labeled bus shelters

INFORMATION ENCOUNTERED:

SUGGESTED ADDITIONS:

at home within Metro system

clearer grid for both pieces

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Finding the way is not a gift or an innate ability that one either has or does not have. It is a precondition for life itself. Our approach to envi-ronments of whatever kind is part of our existence. Living with our respective ways of navigating is a basic premise for our liberty and our self-confidence. Knowing where I am, my location, is the precondition for knowing where I have to go, wherever it may be. Otl Aicher

Step 1: Planning Which Route to Take

Information Design Examined in this Chapter:

Trip Planner

Timetable Brochures

Sugested Additions:

Both need clearer grid, refinement

The only way to obtain access to either of these tools is to already have an interaction with the system. Time-

table brochures are only available on the buses or at Transit Centers, so a rider would have already been to

one of these places in order to have a brochure. The Trip Planner website is mentioned on the brochure itself,

but is otherwise scarcely advertised by Metro, if at all. Therefore, knowledge that Trip Planner exists relies

on an experience with a different tool used for planning. This makes the initial encounter of planning a trip

with Metro difficult. One must somehow learn of these tools through some other source. This is a significant

problem that Metro should address to make the system more transparent to in-/un-experienced riders.

Trip Planner is fairly straightforward. It does not always

provide efficient routes, even when the fastest trip option is

selected, but this is a system flaw which design cannot

change. If all information provided from Trip Planner is

clarified through good information design, however, any

additional errors due to confusion can be eliminated.

The information for the itineraries could be more

structured and could give the user access to more

information. The intersections listed for where to catch the

bus link to another page. Intuitively, it seems clicking on the

stop name would show a map of the stop location, but it

shows information secondary to the location of the stop,

Planning / Trip Plannersuch as the other bus routes which stop at that bus stop

and if the bus stop has a shelter. This information is

important as well, but should follow what is vital. If a

transfer must be made, the walking distance is indicated

in miles. This line is clickable and links to another page

which lists the exact turns and streets names the user

needs to make in order to arrive at the next bus stop.

This information is essential for someone taking the bus

to an area in Seattle they are not familiar with. Because

one must go to another level of information to access

this, many users will not know of its existence. Also, if

the user is printing the itinerary instead of writing it

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Seattle Metro

When intersections are listed in one line, it is in line with this label Depart

When intersections are listed in two lines, they are centered horizontally with label, creating uneven spacing

Should indicate cash only at this stage

Blends in with intersection links but has important walking directions

Zurich ZWV

down, the walking information will not print on the

same page as the itinerary. Listing these steps on the

initial page may be too much information for the rider.

Therefore, an indication of what information exists

behind the link is crucial in providing adequate

information for the user.

Also the way the trip planner reads is not entirely

linear. See diagram: Departing information is not all

in-line. If information goes onto two lines, becomes

centered, forcing the eye to move in an inconsistent line.

Arriving information is then listed on another line, but is

still relevant to the same route as the departing

information. The line that tells how far to walk to the

next step has little white space around it, making it easy

to skip over before reading the next row. More

attention could be drawn to it by increasing leading

around it. Route numbers could be listed first, with the

departure and arrival locations and times following, all

in the same horizontal row. Icons could be used to

indicate whether the rider must walk to the next bus

stop or if they catch the next bus from the same stop.

Summarizes entered information

First shows summary of each possible itinerary

Uses icons to emphasize different actions in process

Tight grid, uses lines to separate between each step of the itinerary

Planning / Timetable Brochure

LA Metro’s brochure has a simple cover with the route name and a highly stylized map listing all stops

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Map shown on cover, but offers no additional information to listed neighborhoods above

The size of the route on the map does not give any further information about where exactly this route goes

The timetable brochure itself is difficult to read. The list of stops

(which only includes some stops; users would have to use Trip

Planner to find the closest stop to their starting location) with

arrival times is very crowded and uses a thick, condensed

typeface which is almost illegible. I asked one user to read the

information aloud in the order she naturally encountered the

information. When she got to the arrival times, she read “8035,

8145… what are these numbers?!” The arrival times she was

reading had $ symbols next to them to indicate the peak hour

fare, but were mistaken for the number 5.

The cover lists the neighborhoods served, which is helpful.

The map of the route below it, however, provides no additional

information and takes up half of the space of the front cover. This

space could be used more efficiently to either show a close-up

view of that area with labeled streets, or a simplified representa-

tion of the route with every stop listed, like on the LA Metro

timetable cover.

Route number and neighborhoods served are biggest and most important hierarchically

Map does not label any of surrounding area or streets not served by route. Would be impossible to determine if a conventionally-named street is near the route

Time points should be numbered to create stronger relationship between the points on the map and the stop names with arrival times

Numbering stops would eliminate need for legend, other symbols are self-explanatory

This does not need a symbol, list the time instead

Timetable symbols are confusing and redundant

Aren’t they all?The majority of the times listed have this symbol

Leading is too small between arrival times, making it difficult to read

Horizontal bands create an illusion of a horizontal association within information though non exists

See pg 28 for better timetable design from LA Metro

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To design transportation graphics means most of all to convey the information at the point of decision – never before, never after. Massimo Vignelli

Step 2: At the Bus Stop Waiting / Transferring

Information Design Examined in this Chapter:

Bus Stop Flag

Timetable

System Map

Bus Destination Panel

Suggested Additions:

Real-Time Arrival Information

Route Map

At the bus stop there is some information to help the user identify the proper route and know when the

next bus is coming. However, information is not provided to show exactly where the route goes and if

the bus is currently scheduled to arrive on-time. It is important to remember that the information at

the bus stop is for the rider who is catching their first bus but also for the rider who is making a transfer.

At the Bus Stop / Bus Stop Flag

The bus stop flag is lists the route numbers, but has no indication of the direction

the bus that stops at this bus stop, which would confirm to riders that they are on

the right side of the road. The numbers themselves are difficult to read from a

distance. One of the riders I observed commented that all the stops along the route

should be listed on the bus stop sign, like the system in Rome. This would enable

riders, especially those who did not use either planning tool to determine an

appropriate route at the bus stop.

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King County Metro

urBana

88FRATTERIAPiazzalePiazza Navona (3 fermate)

P.Le FlaminioPiramideNomentana (9 fermate)

LunghezzaV. Emanuele (7 fermate)

RebibbiaColosseoSaxa RubriaVia CapuanaTribunaliPiazza VeneziaLunghezza

CLODIO

M

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Rome ATAC

The bus stop flag is lists the route numbers, but has no indication of the

direction the bus that stops at this bus stop, which would confirm to riders

that they are on the right side of the road. The numbers themselves are

difficult to read from a distance. One of the riders I observed commented that

all the stops along the route should be listed on the bus stop sign, like the

system in Rome. This would enable riders, especially those who did not use

either planning tool to determine an appropriate route at the bus stop.

At the Bus Stop / Bus Schedule

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Natural reading rhythm across left to right, then down

This schedule reads down first then to right, forcing eye to snake through schedule

This space is smaller than space between columns, drawing the eye down before over to the next column

Intermediate stops of route are clumped, only separated by commas

Route number easy to find, it uses the largest, boldest type

The timetable is slightly disastrous. This is probably the most

important piece of information design that is currently found at bus

stops and is very difficult to read. The typeface used for the arrival

times is thick, condensed and hardly legible. The arrivals are put in

columns in such a way that the eye must snake through three

columns in a horizontal band and repeat over and over, moving

down the thin schedule. Neighborhoods or major streets traveled

through are listed at the top near the route number, which is

helpful information. One user said she uses this information to

determine which bus to take, knowing that it will get her within

walking distance of her destination. These street names are listed,

only separated by commas, in a clump with little space between

lines. It is easily lost among all the other text. Though this

information has been useful for several riders I observed in

determining the most appropriate route when they had not

planned ahead. If the streets were listed one per line with bullet

points and in smaller type, they may be more distinguishable from

other information and would be utilized by more users. The pay

information is located at the very bottom. Though much informa-

tion is placed here, nowhere does it say that riders can only pay in

cash. This is important information for riders to have before they

board the bus as it has become increasingly common in more

places for cards to be an accepted form of payment.

King County Metro

74to Fremont/Seattle Center

via: Ravenna ParkUniversity WyNE 40th St

Westlake Ave NBroad St

Bus leaves NE 55th St & 35th Ave NE:

Monday – Friday

5:33

6:06

6:27

6:48

7:22

7:49

8:23

8:52

9:10

9:40

10:10

Mornings12:40

11:10

11:40

12:10

12:40

1:10

1:40

2:10

2:40

3:10

3:40

4:01

4:10

4:31

Afternoons & Evenings4:44

5:07

5:13

5:30

5:49

6:15

6:40

6:55

7:25

7:56

8:26

8:56

9:26

9:56

10:26

10:56

11:56

12:56

Morning and Afternoons & Evenings are sepa-rated into two vertical columns

Intermediate stops are listed one per line in two columns

White space around departure location makes it more visible

New Schedule (concept)

White space allows times to be read more easily

White and grey bands assists eye in following the same row across the schedule

Los Angeles Metro

At the Bus Stop / System Map: Seattle Metro

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The system map is also a mess. Several comments were made

about the map being “impossible” to use. The Seattle Weekly

has an article discussing solely the poor design of the map,

written by a new Seattleite who had recently moved from San

Francisco. He writes, He continues, saying “One of my friends

says she remembers how much she wanted a basic Seattle bus/

street map when she arrived here a decade ago. Line by line,

she slowly learned her way around. Line by line, I’m learning: I

can take the 7, the 36, the 12, and the 10 with no assistance.

But if I want to really explore the city, meandering from

neighborhood to neighborhood in search of little noodle joints

and obscure shoe stores, even Metro tells me I have to pack two

maps and my cell. Seattle may be one of the greenest cities in

the country, but since I moved here I’ve been choosing the car

far more than I ever expected.”

Few streets that are untraveled by buses are shown. This

means that if a bus route does not travel down the exact road

that a user needs to go to, they have no way of determining

which bus will get them closest to their destination. All routes

are represented in the same line weight and color, only

distinguishable by the number. Multiple route numbers are listed

on the same line, with no indication of which direction the

route turns at an intersection. This forces the eye to constantly

circle the area around which the last route label was seen to

determine which street it travels next. It would be unreason-

able to use a different color for every line because there are so

many routes. But no attempt has been made to group them on the

system map.

Shoreview

RichmondBeach

Jackson ParkGolf Course

Carkeek Park

GoldenGardens

Park

Gasworks

VolunteerPark

InterbayGolf

Center

MyrtleEdwards

SchmitzPark

West SeattleGolf Course

LincolnPark

Fauntleroy

SalmonCreekRavine

SeahurstPark

RiverviewPlayfield

WestcrestPark

MarineView Park

Des MoinesCreek

SaltwaterState Park

RiverbendGolf Course

Lake FenwickPark

CamelotPark

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Dash PointState Park

HylebosPark

AuburnGame Farm

Flaming GeyserState Park

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NolteState Park

Rock Creek

Big Bend

PetersonPond

MaplewoodGolf Course

Cedar River

Black River

Lakeridge

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Jefferson Park Golf Course

WashingtonParkArboretum

Farrel-McWhirter

Park

RedmondWatershed

Saint EdwardState Park

Finn HillPark

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MagnusonPark

WoodlandPark

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Cedar RiverPark

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PetrovitskyPark

NorthGreenRiverPark

Gary

Grant

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PovertyBay Park

Five MileLake Park

DiscoveryPark

ColmanPark

StanSayresPark

LeschiPark

GeneCoulonPark

AuburnNarrows

Hanging GardensState Park

Kanaskat PalmerRecreation Area

FosterGolf Course

FortDent

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Cougar Mountain RegionalWildland Park

Squak Mountain State Park

Lake SammamishState Park

Section 36 Park

MacDonald Memorial Park

Marymoor Park

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Bridle TrailsState Park

MathewsBeach

RavennaPark

NorthAcresPark

Kelsey CreekPark

Mercer Slough Nature Park

RobinswoodPark

Coal Creek Park

Squak Mountain State ParkNatural Area

Beaver LakePark

SW 356th St

908DART

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916DART

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North Beach Greenwood

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South SeattleCommunityCollege

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216

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0 .5 1 2

APPROXIMATE SCALE IN MILES

N

S

EW

Legend

1

1

710

500

KEY:(2B) Indicates location on mapBLUE Metro Transit routesBLACK Sound Transit routesPINK Community Transit routesYELLOW Pierce Transit routes

565

Metro Transit RoutesMetro Routes - Limited ServiceSound Transit RoutesCommunity Transit RoutesPierce Transit RoutesST Sounder Commuter Rail StationMajor Transfer Points

232

988

Fare Zone Boundary (Seattle City Limits)

DART Service Area (Dial-A-Ride-Transit)Parks

Transit Centers

Park & Ride Lots

Routes Serving Major Transit Facilities1

1

1

1

Transit Centers1 Auburn Transit Center (3H) 152, 154, 180, 181, 915, 917, 919, 564, 5652 Aurora Village Transit Center (2A) 301, 303, 331, 342, 346, 358, 373, 100, 101, 118, 130, 1313 Bellevue Transit Center (3C,3D) 230, 232, 233, 234, 237, 240, 249, 253, 261, 271, 280, 342, 885,

886, 532, 535, 550, 555, 556, 560, 564, 5654 Burien Transit Center (2F) 120, 121, 122, 123, 131, 132, 133, 134, 139, 140, 180, 5605 Federal Way Transit Center (2H) 173, 174, 181, 182, 183, 187, 194, 197, 901, 903, 402, 500, 501,

565, 574, 5776 Kent Transit Center (3G) 150, 153, 154, 158, 159, 162, 164, 166, 168, 169, 180, 183, 914, 916,

918, 952, 564, 5657 Kirkland Transit Center (3B,3C) 230, 234, 236, 238, 245, 251, 254, 2558 Northgate Transit Center (2B) 5, 16, 41, 66, 67, 68, 75, 242, 303, 345, 346, 347, 348, 555, 5569 Overlake Transit Center (4C) 222, 225, 229, 230, 232, 233, 245, 247, 256, 268, 269, 644, 997,

441, 545, 564, 56510 Redmond Transit Center (4C) 221, 230, 232, 248, 250, 251, 253, 265, 266, 291, 922, 929, 54511 Renton Transit Center (3F) 101, 105, 106, 107, 110, 140, 143, 148, 149, 153, 167, 169, 240, 342,

908, 909, 560, 564, 565

Park & Ride Lots1 All Saints Lutheran Church (2H) 152, 183, 1922 Auburn P&R (3H) 152, 154, 180, 9523 Aurora Village Transit Center P&R (2A) 301, 303, 331, 342, 346, 358, 373, 100, 101, 118, 130, 1314 Bear Creek P&R (4C) 216, 233, 251, 253, 266, 268, 269, 922, 982, 5455 Bethany Baptist Church (3A) 306, 312, 342, 3726 Bothell P&R (3A) 238, 312, 342, 372, 105, 106, 522, 5357 Brickyard Road P&R (3A) 236, 237, 238, 255, 257, 311, 342, 952, 532, 5358 Burien P&R (2F) 120, 121, 122, 123, 131, 132, 133, 134, 139, 140, 180, 5609 Calvary Christian Assembly Church (2B) 48, 64, 66, 67, 76, 79, 24210 Church by the Side of the Road (2F) 128, 170, 17411 Eastgate P&R (4D) 212, 217, 218, 222, 225, 229, 245, 247, 271, 272, 888, 890, 921, 926, 942,

988, 989, 554, 555, 55612 Evergreen Point Bridge P&R (3C) 167, 242, 243, 250, 252, 255, 256, 257, 260, 261, 265, 266,

268, 271, 272, 277, 280, 311, 982, 986, 424, 540, 545, 555, 55613 Federal Way/S 320th P&R (2H) 174, 177, 19414 Fifth Ave NE/NE 133rd St P&R (2B) 242, 24315 First Baptist Church of Renton (3F) 101, 107, 14316 Grace Lutheran Church (3C,3D) 261, 27117 Houghton P&R (3C) 245, 251, 254, 260, 265, 277, 342, 630, 952, 98618 I-5/NE 65th St P&R (2B) 48, 64, 66, 67, 73, 76, 242, 31619 Issaquah Highlands P&R (5E) 218, 269, 554, 555, 55620 Kenmore P&R (3A) 306, 312, 331, 342, 372, 644, 52221 Kent P&R (3G) 150, 153, 154, 158, 159, 162, 164, 166, 168, 169, 180, 183, 914, 916, 918, 952,

564, 56522 Kent/Des Moines P&R (2G) 158, 159, 162, 166, 173, 175, 192, 194, 197, 941, 57423 Kingsgate P&R (3B) 230, 238, 252, 255, 257, 291, 644, 93524 Lake Meridian P&R (3H) 158, 159, 168, 91425 Maple Valley P&R (5G) 143, 14926 Mercer Island P&R (3D) 201, 202, 203, 204, 205, 213, 216, 942, 989, 550, 55427 Newport Covenant Church (3D) 206, 207, 208, 219, 240, 245, 247, 92528 Newport Hills Community Church (3E) 114, 206, 219, 240, 92529 Newport Hills P&R (3D) 111, 167, 219, 247, 280, 342, 925, 952, 56030 North Jackson Park P&R (2B) 242, 243, 301, 303, 304, 308, 347, 373, 510, 51131 North Seattle P&R (2B) 5, 16, 41, 66, 67, 68, 75, 242, 303, 345, 346, 347, 348, 555, 55632 Northgate P&R (2B) 41, 66, 67, 24233 Northgate Transit Center P&R (2B) 5, 16, 41, 66, 67, 68, 75, 242, 303, 345, 346, 347, 348, 555, 55634 Ober Park P&R (Vashon Island) (1G) 118, 11935 Olson/Myers P&R (2E) 60, 113, 131, 133, 13436 Our Saviour's Baptist Church (2H) 179, 181, 187, 197, 901, 90337 Overlake P&R (4C) 222, 242, 247, 249, 250, 253, 261, 269, 44138 Preston P&R (6E) 209, 21439 Prince of Peace Lutheran Church (2B) 73, 30840 Redondo Heights P&R (2H) 190, 19141 Renton Highlands P&R (3E) 105, 111, 90942 Shoreline P&R (2A) 301, 303, 342, 358, 37343 South Bellevue P&R (3D) 222, 240, 886, 942, 550, 56044 South Federal Way P&R (2I) 196, 90345 South Kirkland P&R (3C) 220, 230, 234, 255, 256, 986, 54046 South Renton P&R (3F) 101, 140, 148, 153, 167, 169, 240, 247, 28047 South Sammamish P&R (1D) 216, 269, 927, 55448 South West Spokane St P&R (1D) 21, 22, 37, 56, 57, 8549 SR 18/Auburn-Blk Diamond Rd (3I) (car/vanpool)50 SR 908/Kirkland Way P&R (3B) 230, 23851 Star Lake P&R (2H) 152, 173, 183, 190, 192, 194, 197, 941, 57452 St. Columba's Episcopal Church (2H) 183, 19253 St. Margaret's Episcopal Church (3D) 206, 207, 208, 210, 219, 222, 240, 245, 247, 921, 92554 St. Thomas Episcopal Church (3C) 261, 27155 Tahlequah (Vashon Island) (1H) 11856 Tukwila P&R (2F) 150, 154, 161, 280, 94157 Twin Lakes P&R (1I) 179, 181, 197, 6158 Valley Center P&R (Vashon Island) (1G) 118, 11959 Vashon Heights P&R (Vashon Island) (1F) 118, 11960 West Valley Highway/Peasley Canyon Road (2I) (car/vanpool)61 Wilburton P&R (3D) 167, 243, 280, 342, 885, 952, 56062 Woodinville P&R (4A) 236, 237, 251, 311, 372, 522

Major Transfer Points1 Ballard (1C) 17, 18, 44, 46, 75, 812 Chelan Ave SW & SW Spokane St (1D) 21, 22, 37, 56, 57, 85, 1253 Evergreen Point (3C) 167, 242, 243, 250, 252, 255, 256, 257, 260, 261, 265, 266, 268, 271, 272,

277, 280, 311, 982, 986, 424, 540, 545, 555, 5564 I-405 & Coal Creek (3D) 114, 167, 247, 3425 I-5 & NE 65th St (2C) 48, 64, 66, 67, 73, 76, 242, 3166 I-90/Rainier Ave S Freeway Station (2D) 7, 7E, 9, 34, 42, 42E, 111, 114, 210, 212, 214, 216, 217,

218, 225, 229, 550, 5547 Kenmore (3A) 234, 306, 312, 331, 342, 372, 644, 935, 522,8 Lake City (2B) 41, 64, 65, 72, 75, 79, 243, 306, 312, 330, 372, 5229 Magnolia (1C) 19, 24, 31, 3310 NE Campus Parkway (2C) 25, 31, 49, 65, 67, 68, 70, 71, 72, 73, 74, 75, 372, 540, 55611 Rainier Ave S & S Henderson St (2E) 7, 9, 32, 34, 36, 39, 42, 48, 106, 107, 126, 98712 Renton Boeing (3E) 110, 240, 247, 342, 560, 564, 56513 Southcenter (2F,3F) 126, 128, 140, 150, 15514 South Spokane St & Busway (2D) 39, 101, 106, 150, 170, 177, 190, 194, 196, 590, 591, 592,

594, 59515 SR-520 & Montlake Blvd (2C) 25, 43, 44, 48, 167, 205, 242, 243, 252, 255, 256, 257, 260, 261,

265, 266, 268, 271, 272, 277, 982, 986, 540, 545, 555, 55616 UW/CCC Bothell (3A) 238, 251, 312, 372, 105, 106, 120, 121, 522, 53517 West Seattle Junction (1D) 22, 37, 51, 53, 54, 55, 57, 85, 128, 773, 56018 White Center (1E,2E) 22, 23, 54, 60, 85, 113, 120, 125, 128, 133, 56019 4th Ave S & S Spokane St (2D) 23, 32, 35, 123, 152, 174, 191, 280

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S Boeing Access Rd

S Norfolk StBeacon Ave S

S Bangor St

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Waters Ave S Rainier Ave S

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Renton Ave S

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Algon

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Milw

auke

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Pacif

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Ellingson Rd

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37th St SE

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29th St SE

21st St SE

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James St

Canyon Dr SE97th Pl S

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Reite

n Rd

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116t

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192n

d Ave

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Timberlane Wy SE

224th Ave SE

Lake Sawyer Rd SE

Morgan St

EnumclawBlack

DiamondRd SE

Maple Valley Diamond Rd

To Enumclaw To Enumclaw

SE 260th St

SE 263rd St

152n

d Av

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140t

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132n

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Lind

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Talbot Rd STalbot Rd S

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140t

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SE Fairw ood Blvd

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Fairw

ood

Blvd

161st Ave SE

SE 192nd St

Royal H

ill Dr S

E

Lake Youngs Wy

126th Ave SE

Union

Ave

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Renton Maple Valley Rd

SE 4th St 144t

h Av

e SE

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LakeKathleen

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ns A

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nset

Blvd

Monro

e Ave

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132n

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Co al Creek Pkwy SE

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rdie A

ve SW

N Airport Wy

Loga

n Ave

N

N 3rd St

Park

Ave N

Sunse

t Blvd

NE

N 8th St

Garden Ave N

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Park

Ave N

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110th Pl SE

Newcastle Wy

SE 60th St

116t

h Av

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SE 75th Pl

SE 80thWy

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Newcastle Golf Club Rd

Co alCreek

Pkwy

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Lake

mont

Blvd

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164t

h Ave

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SE 49th St

Some

rset B

lvd

SE All en RdSE Newport Wy

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hAve

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Highl

and

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150t

hAve

146t

hAveS

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W Lake Sammamish Pkwy SE

118t

hAve

SE

Richa

rds Rd

118th Ave SE

Facto

riaBlv

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Coal Creek Pkw y SE

119th Ave SE

SE 26th St

SE Eastgate Wy

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123r

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161st

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148t

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Pkwy

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124t

h Ave

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128t

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Main St

Lake Hills Blv d

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SE SE 8th St

Lake Hills Connecto

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NE 24th StNE 24th StNorthup Wy

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Ave N

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Belle

vue W

y NE

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Every

green

Point

Rd

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84th

Ave N

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96th

Ave N

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Points Dr NE

78th Pl NE

NE Bellevue

Redmond

Rd

Northup Wy

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h Av

e NE

140t

h Av

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NE 51st St

NE 40th St

WLake Sammamish Pky NE

180t

hAve

NE

130t

h Ave

NE

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108t

h Ave

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Lake

Wash

ingto

n Blvd

NE 68th St

Northup Wy

116t

h Ave

NE

Marke

t St

3rd

St

Central Way

State

St

6th

St S

112t

h Ave

NE

116t

h Ave

NE

NE 100th St18th Ave

Forbes Creek Dr

NE 85th St

124t

h Av

e NE

132n

d Av

e NE

NE 80th St

NE 70th St

NE Redmond Wy

154t

h Ave

NE

Leary W

y

166th

Ave N

E

NE 90th St

NE 85 th St

Woodinville Redmond Rd NE

NE 124th St

NE 104th St

NE 116th St

166th Ave NE

Avonda

le Rd N

E

NE Novelty Hill Rd

Redmond Rd

Avon

dale

Rd N

E

Bear

Creek

RdNE

172n

d Av

e NE

NE 128th St

178t

h Av

e NE

158t

h Ave

NEWoodinville Redmond Rd

NE 112th St

NE 124th St

100t

h Av

e NE

NE 132nd St

124t

h Av

e NE

132n

d Av

e NE

NE 132nd St120t

h Av

e NE

NE 145th St

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NE 132nd St

84th

Ave

NE

NE 155th St

NE Juanita

Dr

NE 122nd Pl

HolmsPoint Dr NE

97th

Ave N

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NE 134th St

NE 137th St

68t

h Av

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E

80t

h A

ve

NE

88t

h Av

e N

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61st

Ave

NE

NE 202nd St

NE 170th St

Simonds Rd NE

NE 190th St

NE 181st St

NE 195th St

NE 180th St

NE 191st St

NE Bothell Wy

102n

d Ave

NE E Riverside

Dr

NE 160th St

Juanit

a Wo

odinv

ille W

y NE

119t

h Ave

NE

Bric k

yard

Rd

NE 175th St

140t

h Ave

NE NE Woodinville Duvall Rd

Parad

iseLa

keRd

NE 175th St

NE 145th St

Woodinville Redmond Rd

NE 165th St

NE Woodinville Duvall Rd

NE Big Rock RdW Snoqualmie Valley Rd NE

Willows Rd

Slater

Ave N

E

Redmond Fall City Rd

NE Union Hill Rd

NE 76th St

185t

h

Ave

NE

180t

h Ave

N

E

Redmond Fall City Rd

NE A

mes

Lake

RdNE

Ames

Lake

- Carn

ation

RdNE

Sahalee Wy NE

Inglewood Hill Rd

212t

h Av

e S

ESE

43rd

Wy

E Lake SammamishPkwy

228t

h Av

e S

E

SE Lake Sammamish Pkwy

SE 20th St

IssaquahPine

LakeRd

NW Sammamish Rd

17th

Ave

NW Lake Dr

NW Juniper St

Newport Wy NW

12th

Ave

NW

E Sunset WySE Bush St

Newport Wy NW

Front

St 2nd A

ve N

E

2nd Ave SE

Issaq

uah

Hoba

rt Rd

NW Gilman Blvd

Renton

Issaq

uah R

d

SE May Valley Rd

Renton Maple Valley Rd

To SnoqualmieNorth Bend

SE Redmond Fall City Rd

Richmond

Beach Rd

100

th Av

e W

238th St SW

NW 205th St

244th St SW

Edmonds Way

NE 165th St

10t

h

Ave

NE

15t

h

Ave

NE

NE 150th St

NE 178th St Brookside Blvd NE

28th

Ave N

W

32nd

Av

e

NW

NW 205th St

244th St SW

73r

d A

ve

NE

NE 180th St

NE N Woodinville Way

Wood

inville

-Snoh

omish

Rd

Juanit

aWo

odin

ville

Wy

NE

NE Valley St

Main St

NE Big Rock Rd

Kelly

Rd

NE

NE 83rd St

NE 68th St

NE 8th St

NE Carnation Farm Rd

Tolt

Ave

Fall

City -

Carna

tion

Rd N

E

Presto

n - Fal

l City

Rd SE

W Fulton St

MLK J

r Wy

SW Genesee St

SW Avalo n Wy

84th

Ave S

E

152n

d

Ave

NE

Forest Dr SE

SE 84th Wy

Lake

Wash

in gto

nBlv

dSE

169t

h Av

e SE

SW Holden St

S 120th StGlendale Wy S

62nd

Ave S

64th

Ave S

Martin Luther King Jr Wy S

SE 51st St

12th

Ave N

W

Issaquah - Fall

City

Rd

NW Locust St

5th N

W

7th N

W

NW Maple St

NW M

aple

W Meeker St

W James St

Russell Rd 64th

Ave S

W Willis St

Was

hingto

n Ave

S Ce

ntral

Ave

Smith St

4th

Ave

N

144t

h Av

e SE

148t

h Av

e SE

A St N

E

Harvey RdD St

NE

O St

SW

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3

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31 | 32

At the Bus Stop / System Map: Transantiago

The Transantiago system map uses color to distinguish between groups of routes

and arrows to show the direction the bus continues after an intersection.

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connect to main bus lines (trunks) which also intersect with the Metro system.

Each local area is given a different color so the lines that run from these areas are

distinguishable when they meet in the central areas. Trunk routes are represent-

ed with thick black lines. This makes a huge difference in the readability between

it and the King County Metro map. It does not show all streets in local areas, but

shows many more streets in the downtown area.

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King County Metro

At the Bus Stop / Destination Panel

The bus destination panel, in the Metro system, is the light board across the front

of the bus that is labeled with a route number and the final destination of that

route. There were no difficulties for riders I observed in identifying the proper

bus. Additional information could be added to confirm to the rider that they are

choosing the proper route. The London bus, for example, has a simplified route

with major stops listed along the side of the bus. This allows the rider to see at a

glance if their destination will be accessible by this bus even if their destination is

not the final destination of the route.

Madison Square

Trafegher Square

33 | 34

London, England

A panel along the side of the bus bet-

ter illustrates the bus’ route. Riders are

given more information to determine

the appropriate bus in case their final

destination is one of the intermediate

stops of the route. This also allows for

spontaneity in taking the bus as do

not need to plan ahead to get all the

information they need.

Trafegher Square

Picadilly Circus

Rupert Street

Baker Street

Clifford Street

Swiss Cottage

Finchley Road

GoldensGreen 13

At the Bus Stop / Suggestions

35 | 36

Real-time arrival signs would create a huge improvement in how informed the

rider is at the bus stop. Buses are often late. Because many bus lines have buses

arriving in 30 minute intervals, it is important for the rider to know the situation

of the bus. The rider wants to know 5 minutes passed the scheduled arrival time

if they should a) continue to wait for the bus, b) if they should find an alternative

means of transportation or c) go inside where they can stay warm. Though this

would be a costly addition, the information it provides would make a huge difference

from the rider’s perspective, allowing them to plan ahead based on current

information.

Route maps are extremely helpful, based on my experience using other

systems, and are not present anywhere in the King County Metro system. Displaying

route maps at the bus stops would allow riders to know exactly where the bus

will go before they board.

London

Both systems, among many others around the world, are equipped with real-time arrival information to show when exactly the next few buses will arrive. These signs are displayed around 8 feet above the ground and only show 3 - 4 upcoming arrivals.

Portland

There is a current system, called MyBus, which allows riders to text the

route number/s and stop number to a phone number of King County Metro.

Users then receive a text message within a few seconds that gives the current

arrival time of the requested bus/es to that stop. Many systems are equipped

with this information, but unlike those systems, Metro does not have signage for

it anywhere at the bus stop or in Metro literature. This is an extremely useful

feature but there is currently little evidence of its existence – only discretely on

the website. The phone number, stop number and bus numbers should all be

available to the rider at the bus stop and in the pamphlet for future reference.

Another helpful addition would be labeled bus stops. See pg 41 for sugges-

tions in the On the Bus chapter for further detail.

stop ID: 2378112:25pm Mon Apr 9

route next bus

48

68

71

74

12:18 2 MIN LATE 12:27 5 MIN LATEID: 23781 ID: 23901

view map

12:23 1 MIN EARLY 12:48 ON TIMEID: 25850 ID: 96785

12:22 2 MIN LATE 12:54 5 MIN LATEID: 65453 ID: 75645

12:34 ON TIME 1:07 2 MIN LATEID: 90987 ID: 34543

moreroutes

following bus

12:21

stop ID: 2378112:25pm Mon Apr 9

48 route map

back toarrivals

Stevens

Way

Northgate Transit Center

University of Washington

25th

Ave

NE

NE 75th St

Roose

velt A

ve

Bro

okl

yn A

ve

NE 92nd St

NE 45th St

NE 65th St

15th

Ave

NE

University Village

Northgate Mall

12:03

12:08

12:15

12:18

HUB

12:2112:21

BUS’ CURRENT LOCATION UPCOMING STOP WITH PREDICTED ARRIVAL TIME

12:24North

Cowen Park

Another idea for a real-time arrival system could be a digital interface riders could interact with. Inspired by the Senior Project of Esteban Irwin, a fellow student in the Industrial Design program, users could access information using a touch screen to see the arrival times of the next few buses and a visualization of the bus’ progress along its route.

Digital Real-Time Arrival Touch-Screen Interface (concept)

37 | 38

What makes you curious?People on the bus!! Written on Bathroom Stall Wall

Step 3: On the BusVery little information is currently available on the bus. The

research I have conducted shows this is one of the biggest

sources of confusion for riders. When a rider boards the

bus, a huge portion of their vision is obstructed. They no

longer have a panoramic view of the city that one has

when standing in the urban landscape. They have two long,

but short strips of visibility on either side of the bus. This

low visibility is reduced further after sunset or when it is

raining (which happens often in Seattle). Though this has

much to do with the physical design of the bus, this plays

an important role in what information must be present

inside the bus.

The only information provided by Metro is more

Timetable brochures. These are placed in a holder near

the front of the bus. The only other way a rider can deter-

mine their progress along the route is either from prior

experience with the area or from attempting to read the

street signs as the bus passes. The street signs are not

designed for this however, and their size and placement at

intersections is not optimal for being read from inside a

moving bus, if they can be seen at all. It is obvious why this

part of the process would be the most anxiety inducing

for a new rider. Imagine being taken on a portal through a

city with a tiny viewing window and tiny indicators of inter-

section names are dispersed throughout the urban landscape.

The only way to make this portal stop at the appropriate

place is to hope to see some indication of the stop ahead

of time and pull a cord to alert the driver. Nothing within

this portal offers any assistance for creating a mental map

of the route being taken, except a person sitting in a booth

that mumbles something every 5 to 10 minutes.

This is where my biggest suggestion lies. It is

essential that the rider knows their position within the

city and how it is changing while they are on the bus. This

is the stage in the process where the rider has the least

amount of control. In the King County Metro system, it is

also the stage where the rider is the least informed. Yet

the rider is expected to know where they are and to anti-

cipate their stop with enough lead-time to alert the driver

before arriving at the stop.

Information Design Examined in this Chapter:

Timetable Brochure

Suggested Additions:

On-board Map which corresponds to Labeled Bus Shelters

Narrow strips of visibility a rider peers through to predict when their stop will be next

Low visibility + Lack of information = Extreme confusion

41 | 42

On the bus / Suggestions

This is where my biggest suggestion lies. It is essential that the rider knows their

position within the city and how it is changing while they are on the bus. This is the

stage in the process where the rider has the least amount of control. In the King

County Metro system, it is also the stage where the rider is the least informed. Yet

the rider is expected to know where they are and to anticipate their stop with enough

lead-time to alert the driver before arriving at the stop.

One rider I observed was taking the bus to Pioneer Square. She had been there

many times before and used that route with frequency. She had never gotten off at

this stop before, however, and had never taken the route at night. When her friend

began to get anxious, the observee assured her that the driver would announce

Pioneer Square. After it seemed to be taking longer than it should have, she decided

to get off sooner rather than later and pulled the cord. We exited, but were unsure

of our location and of where Pioneer Square was from it.

An on-board map of the bus route would alleviate much of this type of confusion

for riders. Most Metro systems are equipped with such a map, but many bus systems

are not. This is most likely due to the fact that bus routes are longer with many more

stops, requiring more space to display the map. Even though the bus will not stop at

every stop every time, the map can be used as a reference tool accompanied by the

bus stop labels to surmise the current location of the bus. Also, the physical bus will

often change to another route, signifying that the on-board maps would need to be

easily removed from where they are mounted in order to change to a new route. The

map would need to fit into the long spaces along the top of the bus interior where

public service announcements are placed. There are frequently empty spaces or repeats

of advertisements so the space could be better utilized for this essential information.

A characteristic of the system would be icons created for major stops that

visualize a major landmark or trait of the neighborhood in which that stop is found.

I suggest this only for major landmarks because less popular stops, in suburban

neighborhoods for example, would not have something with enough visual signi-

ficance to distinguish it from other neighborhoods. This idea was inspired by the

Mexico City Metro which uses icons for every stop on each of its subway lines. This

would help the rider to form a mental model of the area they are in as well as

those they pass while on the bus, especially if those landmarks are not directly

visible from the route of the bus.

Mexico City Metro system uses icons to distinguish between stops and provide visual representation of a unique characteristic of that neighborhood

Another suggestion which is linked to the on-board map and is also a part

of the suggestions for At the Bus Stop is labeled bus stops. A large sign with the

name of the stop or the intersecting streets would be on the front of the bus

shelter as well as on the sides so it could be viewed by riders on the bus as well

as those approaching the stop by foot. These bus stop labels would also include

the icon used on the on-board map for major stops to create a continuity between

the inside of the bus and outside in the cityscape. This system would also allow

riders to track the bus’ progress along its route.

On-board Route Map (concept)

Northgate Transit Center

Transit Center Rdway & NE 103rd

Roosevelt Way NE & NE 92nd St

25th Ave NE & NE 75th St

25th Ave NE & NE 47th St

University Village University of Washington

Stevens Way & �Pend Oreille Rd

Stevens Way �HUB

Stevens Way �Health Sciences

Grant Lane & George Washington Lane

A smaller stop bus label without icon, only street intersection

Major bus stop with icon and name, street intersection written below

Labeled Bus Shelters (concept)

43 | 44

If all difficulties were known at the outset of the journey, most of us would never start out at all. Dan Rather

Step 4: Getting to Destination After Getting Off the Bus

Once the rider has exited the bus at their final stop the

Metro information system ends. It is not designed to

assist riders in getting from the final bus stop to their

desired destination. A rider could use the area maps in

Downtown Seattle to determine the location of their

final destination. However, if they do not know their

directional orientation (i.e. Northeast) or are

unfamiliar with the order of conventionally-named

streets (i.e. Pike, Pine) using the map would be more

difficult to determine which direction they need to

walk from where they are currently standing. These

area maps are only located at major bus stops

downtown, so riders with final destinations in other

areas in Seattle would have nothing to assist them in

finding it.

Adding wayfinding signage directing riders to major landmarks and

conventionally-named streets would help them find their way from

bus stops to their final destination. Though this is not technically

informing the rider of how to use the Metro transportation system,

it would create a more fluid transition from the bus to the rider’s

new location within the city. Helping the rider to orient them self

in the city would reduce the amount of stress involved in the overall

process. Even if the rider’s final destination is not one of the major

landmarks or listed streets, the signage will help them to create a

mental map of their location within the city and to surmise the

location of their actual destination.

New York City has a signage system that informs pedestrians

of exactly this. Each panel is designated to either landmarks or

street signs with arrows indicating the necessary direction of travel.

Signs similar to these could be placed near bus stops to assist the

rider in the wayfinding process.

Wayfinding signage does not have to be on vertical structures.

As shown here at BaseBRU, an interactive science museum in

Belgium, directional graphics can be applied to the ground. This may

not hold up as well when the graphics are exposed to the elements,

but could be useful for temporary signage to annual events happening

periodically in the city.

Getting to Destination / Suggestions

BaseBRU Interactive Science Museum, Belgium

New York City directional maps

47 | 48

To orient oneself in the proper sense of the word, means to use a given direction — and we divide the horizon into four of these — in order to find others, and in particular that of the sunrise... I can now extend this geographical concept of the process of orientation to signify any kind of orientation within a given space, i.e. orientation in a purely mathematical sense... Finally I can extend this concept even further if I equate it with the ability to orientate oneself not just in space, i.e. mathematically, but also in thought, i.e. logically. Immanuel Kant

Making a TransferMetro provides little information for riders who are making a transfer. It must be apparent to the

rider that they need to relocate to catch another bus once they have exited from the prior bus. If

their bus arrives at the same stop where they exited the first bus it is clear because route numbers

are listed at the stop. However, if the rider must go to another stop, this immediately becomes

more difficult, especially if the rider is unfamiliar with the area. Even if the rider were able to

determine the intersection of the bus stop from the system map, the rider would not be able to

determine from the provided information which direction the stop is from where they are.

Information Design Examined in this Chapter:

Paper Transfer

Suggested Additions:

Area Map

Directional Signage to Common Destinations and Bus Stops

Making a Transfer / Paper Transfer

49 | 50

The only information provided by Metro that is specific to

making a transfer is that which is shown on the paper

transfer slip. The date and time of expiration are displayed

through an unusual diagram of time. The hour is listed

vertically on the left in either the AM or PM section, while

the minute (either at the hour or half passed) is listed

vertically on the right. The original mode of indicating

ex-piration was for the driver to punch holes over the

numbers of the expiration time. Now, however, drivers rip

the transfer in a diagonal line leaving the latest hour and

minute that the transfer is still valid. On top of asking riders

to adapt to a new representation of time, the meaning

of the angled rip is not immediately obvious to riders. The

severe angle often required for certain times of the day

makes it difficult for drivers to rip the transfer in the appropri-

ate position. This often results in an ambiguous indication

of the expiration time because part of a number will be ripped

off. The date of expiration is not indicated on the Metro transfer.

LA metro has a clearer design of their transfer slips. A

calendar of the current month and an analogue clock

diagram are used to indicate day and time of expiration. The

driver punches holes on the calendar and clock, the clock

requiring a hole on the hour and on either 20 or 40 minutes

past the hour. 20 or 40 minutes past are listed twice within

the center of the clock diagram, once in the AM half and once

in the PM half.

Using clearer and more familiar representation of time

and date that riders are not forced to interpret, but is

intuitive instead. This creates less confusion and the rider

is aware of exactly when the transfer is no longer valid.

Also, more information should be detailed on the back for

how exactly the transfer works as a form of payment

(i.e. show this slip to driver upon entering/exiting the bus),

how many transfers can be made within the time frame

and what to do if the transfer expires mid-travel.

This is an unconventional diagram of time, forcing the rider to first interpret it before understanding what it represents

Eye must look to three different places to read the time

The purpose of this dividing bar is confusing, these hours are still in the PM time period

Mechanism for driver to distinguish the proper transfer for that day

Drivers rip the transfer to show the time of expiration, but many riders do not understand the meaning of this tear

8:30

A M

King County Metro

Analogue clock diagram is a familiar representation of time

The minute after the hour diagram also tells if the time is AM or PM

Calendar diagram with month and year label create a familiar diagram for date of expiration

Additional information should be shown

at the bus stop to assist travelers in

locating transfer points/ other bus stops.

The suggested signage mentioned in the

Getting to Final Destination chapter could

also direct riders to nearby bus stops.

The signage could also list the intersections

where the bus stops are found with the

routes serving them.

Making a Transfer / SuggestionThough painfully obvious to experienced riders, this label (which is not present on that of KC Metro) could be helpful to a novice rider

LA Metro

New Prototype Signage

Prototype signage was put out on 4th and Jackson in downtown Se-

attle to test the new design. The design changes were in the appear-

ance of the bus stop flag. No changes were made to the design of

the schedule of arrival times, which was one of the biggest problems

with the information shown at the bus stop. Nor was an area map

added which would have added more helpful information.

The changes made were mostly aesthetic, though inclusion of

the final destination of the route as well as main areas accessible

next to the route number are helpful. Also, this aesthetic will help

the bus signs to be more identifiable among the environment of

streets signs in the urban landscape.

The grid system used to display the route numbers is similar to

the London bus system.

51 | 52

Route numbers are now larger and ar-ranged in a stronger grid, similar to the London system, with arrival times below.

Final destinations, local or express, and main streets accessed accompany route numbers

Prototype Signage

Bus stop is labeled with intersection

Airport and street car connection icons

London Bus Route Sign

More white space around numbers

Color coding identifies different route types

Section 3: Summary of Analysis, Priority of Suggestions,Future Research

It is unlikely that there would be a budget for all of these suggestions to be imple-

mented at the same time. Though all of these suggestions could make major

improvements in the usability of the system, some would be more impactful than

others and would take higher priority in the implementation process.

By far the biggest source of confusion for riders was the lack of information

once they boarded the bus. Riders are expected to anticipate their stop without

any indication of where the bus stops along the route, where the bus currently

is and which stop is next. Therefore, the most important of my suggestions is the

on-board bus map. Even users familiar with a route may not know which stop is

closest to their final destination and riders with little to no experience with the

route or area would be extremely confused. Thus listing all stops along the route

inside the bus will provide much-needed information where none was present

before.

However, through my research I have also found that at this point there is

not a refined solution for bus system on-board maps. As stated before, there is a

fundamental difference in the experience of the bus system compared to the

subway system. The subway system has a highly refined, usable system of repre-

sentation for the on-board map. The route is highly stylized with labeled dots

representing each stop, often meaningfully-placed so that the distances apart

represent the amount of time required to travel between. Subways always stop

at every stop. Bus routes, on the other hand, are different everytime. On top of

the variance between express and local or the span between arrival times, the

Summary & Conclusion

bus only stops when there is a request from a rider on board or when someone is

waiting at the stop. Therefore, a form of representation for the on-board map

must be able to represent these changes in routes. A digital on-board map would

be far more capable of this type of representation than a printed map. This

realization lead me to an idea of a more integrated system of digital information

that could become a highly involved interaction design problem. I arrived at this

idea at the culmination of my Capstone Project, so I am putting this idea into the

form of a project proposal for future research. See Project Proposal to the right

for more detail.

The public transportation system is an incredible resource available to the

public. It allows citizens the freedom to get around the city without a personally-

owned vehicle at an economical price. It also provides an opportunity for people

to make less negative impact on the environment. Additionally, it takes the stress

and responsibility of driving away from the riders, allowing commute time to be

utilized for other activities (i.e. listening to music (on headphones, of course),

preparing paperwork, reading, sleeping). There is a plethora of benefits from

riding the bus. Once a rider has become familiar with a route, taking the bus

becomes a relatively easy task. Getting riders to take the initial step of learning

the system, however, is a difficult task. Providing the appropriate information to

riders in a clear manner is crucial in allowing them to learn the system and for

providing a relatively low-anxiety first experience with the system. My research

has strengthened my hypothesis that improving the information system will

create an easier experience for riders either new to the system or to a route.

Future Project Proposal

The problem: Representation of an Inconsistent Route

The biggest source of confusion for riders is being able to track the bus along its route and anticipate the appropriate bus stop while they are on the bus. This confusion is due to a lack of information showing how the bus is progressing along its route. But how can the route of the bus be represented and the next stop conveyed to riders if the next stop could be different every trip? A printed route map is possible, but has its limitations. Information is not adequately communicated to riders for anticipation of the next stop if the bus may not be stopping there. The stops also change if the bus changes from a local to express route. Not only is this a problem of showing which stop is next, but also when the bus will arrive there. There are variables which can deter the bus’ progress along its route, namely the traffic situation and the number of riders (and therefore stops made). In fact, it is rare that the bus ever arrives exactly at the time printed on time tables. A digital route map displayed on the bus could be used to represent the route and show the changing position of the bus. This map would be linked to the system used to show the front destination panel of the bus, so when one changes, so does the other. This problem could easily become a very involved interaction design problem. Riders could input information at the bus stop or on the bus, telling the system where their final destination is and activating an alert to tell them when to exit the bus. This information input by riders could also factor into the system for calculating real-time arrival (more riders = more delays). Could it be possible for the system to then evolve to solely real-time arrival information? How could riders access real-time arrival information from home, from the bus stop and on the bus? In what form? Instead of having pre-determined times, could this information be available to enough people to no longer rely on printed arrival times? This could also lead to more efficiency in the system. Instead of buses pacing themselves to make sure they arrive at time points at the appropriate times, the constant update and broadcast of real-time information could allow buses to continue along the route at their pace, and then circle back through the route more quickly. This would result in a constantly evolving, updating system which responds to the volume of use. This idea could be used in a future Capstone project. I intend to develop this idea further as a supplemental element to the research found in this book.

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