Visual Interfaces for Real-Time Customer Information Systems

For a subway line general manager (LGM), we designed and prototyped customer communication visual interfaces for use at senior management meetings where these alternatives were debated and systemwide standards set.  At that time, the subway was being managed as a number of stand-alone lines and each LGM were responsible for their own area as well as pushing initiatives to improve systemwide best practices.  We provided prototypes for a map capable of communicating planned service changes, and an interface for a customer information system (designed for use in subway stations) capable of displaying system status in real time, as a strategy to promulgate this practice.  We performed industry-wide research to ascertain if similar products already existed and sought to keep the design consistent with other operator where this was possible.  However, due to the uniquely complex subway system in this city, this was not possible for the service change map, and a brand new design had to be created.  The real-time status display was based on systems already in common use within the airline and mainline passenger railroad industries, giving customers a sense of familiarity.  Later we provided a functioning prototype to assist decisionmakers in visualizing and advancing a pilot project.  In both cases, the communication initiatives advanced by the LGM were eventually adopted by the system and further development by outside vendors took place based on our prototype designs.