Human problem
Traffic Supervisors work long shifts in a large traffic operations center room with many distractions. Adding to their distractions was the number of screens they had to track for bits of information - the map is here, the sign system is there, the camera software is in yet another location, each with a different user experience. Distractions only increase their concerns that they'll miss something and fail to keep drivers safe and moving along.
Business problem
The New Jersey Turnpike Authority (NJTA) wanted to consolidate and modernize its traffic management system, which was hitting technical limits during an expansion of roadway sensors and signs. Leaders saw a chance to innovate the Traffic Supervisor user experience, for example, to retire the "green screen" terminal software.
Design approach
Contextual enquiry or ethnography to observe Traffic Supervisors to see what they say, do, think, and feel at work.
Design playbacks to align stakeholders and to help users to understand and participate in designing such a big change to their software.
Life-size form factor mockups to figure out how much of the roadway would fit on various monitors, as the client sought to buy new hardware.
Challenges
Delays The implementation and deployment was taking longer than anticipated. I co-led an internal workshop to capture forward-thinking design ("concept cars," pun intended). Sharing the mockups with the client helped to maintain excitement, as well as to validate the longer term direction.
Cultural alignment Traffic Supervisors were adept at their existing solution, even through it was hard to learn. Current supervisors were understandably cautious about changing their experience too radically, while other stakeholders envisioned dramatic innovation and an easier learning curve for new supervisors. Their excitement made the "innovators" more vocal in playback meetings. To reduce the risk, I checked in frequently with current Traffic Supervisors outside of formal playback meetings
Human outcome
Traffic Supervisors practiced the new application so that they would be ready to handle emergencies. Having it all in one application helped their efficiency and focus.
Business outcome
I'd led discussions as IBM and NJTA co-designed the "roadway matrix" view, an aerial view of the lanes in both directions, showing signs and other devices at each mile marker for a range of miles. A generalized and customizable matrix view shipped in IBM Intelligent Transportation and the project outcome was announced in a press release.
Roadway map view delivered in Intelligent Transportation product
Roadway matrix view with sign and event status in each direction