Metro Train Onboard Screen: Enhancing the User Experience
In-House at
Moscow Metro
Years
2021–2022
Location
Metro trains in Moscow
Scope
UX/UI, Project Management
Status
Implemented
I had the exciting opportunity to design the onboard display interface for a fleet of new-generation trains, featuring estimated time en route and station platform maps. By collaborating closely with train and display manufacturers and diving deep into UX research and passenger feedback, I crafted a visual language and designed UI layouts that truly enhanced the rider experience. The results were incredibly well-received by passengers.
Background: Introducing the Moskva 2020
In late 2020, the Moscow Metro introduced a new type of rolling stock called “Moskva 2020.” Among its many impressive features was a massive over-door information display, measuring 56 inches and almost 1.5 meters wide. Despite its size, its full potential wasn’t initially realised, as it was based on concepts from older trains with much smaller screens.
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Moskva 2020, new rolling stock type
Legacy interface
Objectives: Maximising Screen Potential
Determined to make the most of this new screen space, we embarked on a journey in 2021 to improve the rider experience. After carefully examining various possibilities and gathering passenger feedback, we set two main objectives:
- Improve the existing design of line diagram by adding time of arrival to stations.
- Display directional signage content, such as exit and transfer options for stations.
The Need for Directional Content
With an average daily ridership of more than 8.5 million passengers, the Moscow Metro can be a high-stress environment, especially during peak hours. Navigating through crowded platforms, particularly when multiple exit options are available, can be challenging.
Although station wayfinding signage helps, stopping even briefly to read it can disrupt the flow of people and add to the stress.
Although station wayfinding signage helps, stopping even briefly to read it can disrupt the flow of people and add to the stress.
Taganskaya station platform
Feedback from focus groups and social media revealed a strong desire for exit and transfer directions on the new screens, allowing passengers to plan their routes through the station before getting off the train. This simple addition could significantly reduce stress and enhance the overall travel experience.
Designing the New UI
Dynamic Line Diagram: Real-Time Information
The previous version of the line diagram dynamically focused on the next/current station, which users appreciated. However, passengers had long requested the addition of time of arrival information.
ETA vs. ETE
We debated whether to display the Estimated Time of Arrival (ETA) or the Estimated Time Enroute (ETE). Ultimately, we tested the hypothesis that ETE would be more user-friendly, as it eliminates the need for passengers to perform additional calculations. The tests confirmed our hypothesis, and ETE has been used ever since.
The previous version of the line diagram dynamically focused on the next/current station, which users appreciated. However, passengers had long requested the addition of time of arrival information.
ETA vs. ETE
We debated whether to display the Estimated Time of Arrival (ETA) or the Estimated Time Enroute (ETE). Ultimately, we tested the hypothesis that ETE would be more user-friendly, as it eliminates the need for passengers to perform additional calculations. The tests confirmed our hypothesis, and ETE has been used ever since.
Platform Maps: Simplifying Navigation
Studying station maps is more popular than one might think. A number of niche websites and mobile apps cater to this need, with some apps boasting over a million downloads. However, these maps are often quite complex and detailed. As both a Metro employee and rider, I always found these maps fascinating but overly detailed for the average user.
Studying station maps is more popular than one might think. A number of niche websites and mobile apps cater to this need, with some apps boasting over a million downloads. However, these maps are often quite complex and detailed. As both a Metro employee and rider, I always found these maps fascinating but overly detailed for the average user.
Station map from metro2.org
Station map from "Vykhody Metro" app
Still, while platform maps provide very specific information, we discovered that passengers would be more than happy to learn it through onboard screens, since it could reduce stress, add comfort, and give a sense of control during their journeys.
Implementing the Platform Map
Core Requirements and Design Approach
The core need for platform maps is to help passengers confidently walk off the train in the right direction, without stopping to look for signage. Essentially, what we needed was a form of directional sign displayed on the onboard screen. However, we also needed to consider:
The core need for platform maps is to help passengers confidently walk off the train in the right direction, without stopping to look for signage. Essentially, what we needed was a form of directional sign displayed on the onboard screen. However, we also needed to consider:
- Feedback that indicated a desire for train carriage positions on platform maps. People want to choose the carriage closest to their desired exit. Since the new trains are walk-through, passengers can move between carriages and choose the best one. Thus, we needed to display train carriages in relation to exits and connections, highlighting the user’s current carriage.
- Accessibility is crucial. Newer Moscow Metro stations are fully accessible, so our platform map needed to display the location of accessibility features such as stairs, escalators, and lifts.
Design Requirements
We formulated four main things to focus on:
We formulated four main things to focus on:
- The UI design should align with the existing wayfinding system’s visual language.
- Exit and connection points on the platform map need labels matching the station’s signs, including exit numbers and transfer station names. Labels should be big and easy to read.
- The platform map should be simple, displaying only necessary information in a 2D format without architectural features.
- All carriages should be shown to indicate their relation to exits, but simplified for easy identification and understanding.
Map Aspect Ratio and Screen States
We chose to display the platform map at the full width of the screen to maximize the available font size for the platform exit labels. The display cycles through the following states: en route, at station, closing doors. While en route and at a station, the platform map is displayed. Additionally, there are states such as terminus and emergency.
We chose to display the platform map at the full width of the screen to maximize the available font size for the platform exit labels. The display cycles through the following states: en route, at station, closing doors. While en route and at a station, the platform map is displayed. Additionally, there are states such as terminus and emergency.
My Role and Contributions
I collaborated with train and screen manufacturers, conducted extensive UX research, created a visual language for the new UI in the spirit of existing wayfinding signage, designed platform maps for all stations, and found workarounds to display the content our passengers need despite the technical peculiarities.
Testing and Feedback
During testing, we received overwhelmingly positive feedback from passengers. Specific feedback included praise for the relevance and usefulness of the new interface, with 96% of the 1,382 people surveyed expressing a “positive” or “very positive” attitude towards the new design.
Another significant highlight for me is the new UI being appreciated by a majority of riders, including both infrequent and frequent riders, with the latter group usually being much less likely to be impressed by any new wayfinding.
Initial tests
Final test on-board
Final Rollout
The design was tested and gradually rolled out across the entire fleet of more than 200 Moskva 2020 trains, consisting of around 1,500 carriages with 12,000 displays in total. As of now, every new train that is delivered to the Moscow Metro is shipped with this UI design onboard.
New design in action: train departing Krasnopresnenskaya towards Kievskaya
New design in action: train departing Krasnopresnenskaya towards Kievskaya
96% out of 1382 people surveyed expressed “positive” or “very positive” attitude towards new design
96% out of 1382 people surveyed expressed “positive” or “very positive” attitude towards new design
Had we decided platform maps as a concept were too complicated for regular users, prioritising my researcher’s bias over gathering actual data, we would have missed the amazing opportunity for this system-wide UX improvement.
Similarly, had we chosen to saturate the map with all the details that excite the little metro enthusiast inside me instead of showing the bare minimum that a user needs, we would have made the map unable to help anyone except a narrow group of enthusiasts.