DM7926: Emerging Media Project
The Bourne Project
The Brief
The RSA project ‘Signalling Change’ brief aims to tap into the potential of train stations, allowing them to become places that amplify and influence positive behaviours. This brief invites people to investigate how train stations can be used within a community to help serve the local area and encourage behaviour that can bring about a positive influence on society.
Insight
This brief has personally resonated with me and my desire to create something that reflects a positive environment for change and development within communities. In order to illustrate how the potential of train stations can amplify and influence behaviours, I have focused specifically on Pokesdown for Boscombe Train Station from near where I grew up. Throughout my childhood, going to school, sixth form and then university the train station has become increasingly dilapidated. Locally the station has never been known as safe or a place of positive influence. Walking to and from the station in the evenings has always been a fearful experience. Unfortunately, the worst aspect of the station is its propensity to attract suicides, several which have happened over the years and in particular a schoolgirl from the sixth form I attended. Although the research is being conducted locally to Pokesdown it will be demonstrated that the outcome can be applied broadly to other communities, as it aims to be beneficial for society as a whole.
Screen capture of when you search for the station.
Time Management
To allow myself to keep focused on tasks and varying time constraints I made a Gantt chart, outlining different deadlines. I do not usually use time management charts as I normally keep a notebook on hand or a stack of post-it notes. However, having a Gantt chart meant I had a formal document to refer back to and kept me focused on the task I should complete before the next.
Initial Ideas
Initially I set out to create new design concepts for what the station should include. However, this did not allow me to consider what emerging technology I could be implementing at the station to improve it. While this was my initial idea to create a campaign for community regeneration, I developed my campaign name and identity ‘The Bourne Project’. When I realised that I needed to refocus on an emerging technology, I started considering how artificial intelligence and chat bots could be used at stations. The creation of an AI influenced ‘Help Point’ brought to users by ‘The Bourne Project’. I wanted to keep the campaign identity I had created as I believe it reflects on the greater impact on community I am aiming to achieve.
Photos taken from Pokesdown Train Station during the day, not busy and pretty empty.
Comparison photos of Winchester Train Station, a similar length platform, during the day busy and thriving.
Displayed above are the initial sketches I made of Pokesdown and how I saw improvements could be made. These were done whilst I still imagined creating design concepts as my outcome.
Campaign Branding
I wanted a campaign name that would reflect the aims of the brief: to create positive influence, remain community focused, and be regenerative. The possible names were: Regenerate Community, The Restoration Project and The Bourne Project. The name chosen was ‘The Bourne Project’, as in ‘bourne’ meaning something that one hopes or intends to accomplish. A goal or destination. It also allowed me to link together the location of the station, as it is situated in the BCP council area which is Bournemouth, Christchurch, and Poole.
For the logo I wanted to keep it as simplistic as possible whilst also being elegant. A clear simple logo that would be able to go with any concept design, something that would not distract from the main piece of design work. To do this I used the font style STIXGeneral.
The colour chosen was very peri blue (#6667AB) as this has connotations of calmness and cleanliness. It also ties in nicely to other organisations that I wish to align my campaign identity with: BCP Council, the NHS, and the Samaritans. These companies share a common blue and green theme.
Logos are from the BCP Council, Samaritans and NHS websites.
Research
Stations that become run down or underfunded can become notably underused by travellers, Pokesdown is an example of how this can affect the community and fail to produce positive influences in the local area.
The BCP Council has promised to commit secured funding for improvements to signage and onwards travel information at Pokesdown. The Council has said that “the environment surrounding our stations must be representative of the status of our size and of our aspirations for our economy and our communities” (BCP Council, 2021, [online]). Furthermore, stating that they will “improve accessibility within the station building, opening up this gateway to Boscombe and our Town Investment Plan programme” (BCP Council, 2021, [online]). Unfortunately, the Council fails to highlight when this is to be completed. Will it be enough to only improve signage and travel information? Currently, the most signage available at the station is the Samaritans number. The vague mention of ‘accessibility’ does not state in what capacity this will be.
Sensitive research information on train related suicides and statistics can be found here:
Station Usage
The entries and exits statistics showed a dramatic drop in all stations between the years 2019-20 and 2020-21, the coronavirus being a massive factor for all stations in the UK. However, comparing Pokesdown to other local stations such as Christchurch, which is a similar size, showed that it is notably less used by travellers.
2020-21
Pokesdown 96,824
Bournemouth 698,046
Christchurch 117,886
(Office of Rail and Road, 2021, [online])
2021-22
Pokesdown 241,732
Bournemouth 2,010,170
Christchurch 338,458
(Office of Rail and Road, 2022, [online])
Emerging Technology
In consideration of what emerging technology I could apply to my design, I wanted something that could appear in all train stations across the UK.
Trans Data Management are the creators of the standard three button help point found at most train stations, although Pokesdown station does not currently have one. The system is designed to allow “the public to speak directly to a central operator from any remote location and can also allow the operator to observe the caller via CCTV and connect the call with emergency services as required” (Trans Data Management, n.d., [online]). For this project I wanted to consider how this could become a more modern asset to be applied to all stations, with easier accessibility and functionality. Not simply relying on the appliance to link to the operator but also be able to answer general assistance questions without a human operator.
(Trans Data Management, n.d., [online] [screen capture])
IBM explains that chatbot systems use artificial intelligence and natural language processing to simulate conversations through different applications. It is shown that “a chatbot is a support system for your customer service” (IBM, n.d., [online]), and so it could be embedded into a train station help point to answer generalised assistance-based questions. I had to then consider how creating an AI or chatbot based help point would influence and amplify positive behaviours. Possibly the security of having a help point would assure users that the station is functional and would encourage using the station.
Clarke (2022) notes that engaging with technology can help embrace “a level of connectivity and digital capability that we’ve all become more used to”. Through the use of an AI or chatbot based help point, users can be provided with specific and useful updates. This allows for people to have mental spaces for other things rather than worrying about missing trains or being unable to gain basic general assistance. Creating a more tailored passenger experience.
Similar to Clarke (2022), Longhorn (2019) considers the future of artificial intelligence to enable robots to guide passengers around train stations, and battery trains that help to reduce carbon emissions creating cleaner environments. Interestingly, Longhorn (2019) states that “real time information will personalise each customer experience, helping them navigate ever busy stations”. Whether it is a robot or a stationary piece of technology, passenger experiences can be improved drastically through the provision of efficient information and navigation.
When contemplating how to apply technology to the help point, I discovered an article on Japanese prototype solutions in train stations. The article looks at systems “meant to enhance human perception, cognition, and motor skills as well as improve human presence and interaction” (Businesswire, 2022, [online]). This would make a fundamental difference to many industries including transport and railway, especially where poor staffing is an issue. The most applicable of their solutions is the use of auditory augmentation devices, the device would “continuously monitors the user’s environment and alerts them of information requiring closer attention” (Businesswire, 2022, [online]). For example, in busy environments like train stations where users may feel overwhelmed or distracted this would be useful. The help point could be linked to the same monitoring system as CCTV in stations, to add another layer of security for passengers passing through the station.
I decided to test out generating my own help point chatbot system.
The chatbot creator can be found here: https://chai.ml
The chatbot system was intuitive and decided to alter its response from my suggested user path. It was interesting that it became its own unique voice, even deciding on the second attempt that there was no baby changing facilities anymore.
In consideration of how an AI chatbot interface would work at the train station help point, I investigated what software is commonly used. Application programming interface (API) allows for “services and products to communicate with each other and leverage each other’s data and functionality through a documented interface” (IBM, 2020, [online]). The API would sit between the help point application and its server controlled by the railway companies. API is extremely popular as it simplifies the process of linking the interface with a server. For the help point design of this project I believe it would require a ‘Composite API’, “composite APIs are useful in microservices architecture where performing a single task may require information from several sources” (IBM, 2020, [online]). Several sources could include contacting the police, medical assistance, staff or answering various customer questions about the train station area.
Survey Research
To better understand how the community views their local train stations. I decided to create a survey for opinions and suggested improvements. Before I could go onto creating my survey, I needed to understand what kind of survey I needed to perform. I referred to the Nielsen Norman Group and their advice for building effective survey questions.
Peer Test Group
I shared the survey initially with my peers and gained some positive feedback. I was then able to finalise my survey to send off.
I then shared the final survey with the public on Facebook, LinkedIn and Instagram:
The Final Survey: 37 Result
Q1: Showed that the majority, 86.5%, of the respondents do visit train stations.
Q2: Almost all the respondents knew of Pokesdown in particular.
Q4: For those whose local station was not Pokesdown, two respondents, showed that their station is more appealing and outwardly appears safer.
Q5: This demonstrated varying levels of usage at Pokesdown, including 22.9% who never use the station despite it being their local station.
Q6: The respondents reason for not using the Pokesdown was mostly that it was unnecessary for the user, however, one respondent highlighted that they do not use it as it does not have a lift.
Q7 Extended: Possibly the most eye-opening aspect of the survey was the respondents personal opinion of Pokesdown station. As you can see in the screen shot the public had a lot to say, the station overall is perceived as unsafe, inaccessible, unfriendly for the majority of users.
Q8: Out of the features available to choose, toilets and baby changing facilities were the most popular. However, all features listed were voted for showing the drastic need for updating Pokesdown facilities.
Q9: The suggested feature written by respondents was the need for better staffing.
One of the interesting recommendations that I was given because of my survey was a song campaigning for a lift at Pokesdown. I think this is a great example of how the community is still striving for the councils attention for change.
Listen to the song here:
(Southbourne: the Foodie Fun Capital of Dorset, 2020, [online])
Sustainability
“Rail is already the greenest form of public transport and we’re on a journey to a cleaner, greener future”(Network Rail, 2022, [online]).
The United Nations sets out in the twelfth sustainable development goal multiple issues caused by unsustainable consumption and production patterns. These issues cause planetary crises such as climate change, biodiversity loss and pollution (United Nations, 2022, [online]). Since the project outcome goal is an electronic help point with an AI chatbot, I need to evaluate how the electronic waste that may be produced can be safely managed. Electronic waste has become “part of a fast-growing waste stream that contains both valuable and hazardous material” (United Nations, 2022, [online]). Therefore, the outcome I design should account for the global increase in electronic waste and try to avoid contributing to it.
Another global issue highlighted by the United Nations is the use of fossil fuels that remains high despite efforts to promote renewable energy sources. Fossil fuels such as coal, oil and gas negatively impact our health and the environment. The solution is stated as implementing a “quicker and scaled-up transition to renewable energy sources” (United Nations, 2022, [online]). The production of any devices created should be done with renewable energy.
Sustainable Development of the Help Point
A sustainable electronic device aims to have no toxic chemicals, use recycled materials, and production keeps carbon emissions as low as possible. Further to this the device should be capable of updating and not need to be replaced and discarded continuously. Also, the production of the electronic help point should be created using methods that rely on renewable energy. Through these sustainable product development goals, the designed outcome will align with the United Nations and Network Rails sustainability aims.
Network Rail sets out four sustainability goals for the future of train travel. Firstly, cutting carbon dioxide emissions to become carbon neutral by 2045 in Scotland and by 2050 in the rest of Britain (Network Rail, 2022, [online]). Secondly, protect and maintain natural habitats around railways, enhancing biodiversity landscapes by 2035 (Network Rail, 2022, [online]). Thirdly, enabling the railway to become reliably resilient to climate change and severe weather by 2050. Lastly, reusing, repurposing and redeploying materials that Network Rail do not need, by 2035 using only sustainably made materials (Network Rail, 2022, [online]).
Interestingly, AI can be viewed as a way of bringing about sustainable development helping to plan out the future of our planet (Acciona, n.d., [online]). AI can improve the efficiency of renewable energies as “companies are already using this technology to find out the daily availability of energy-generating facilities […] to predict the energy production required” (Acciona, n.d., [online]). This links AI directly to sourcing renewable energy methods for production purposes.
For more information on how AI can help build a sustainable future I found the video created by Acciona extremely useful:
(Acciona, 2021, [online])
User Personas
I created three user persona scenarios in Figma to demonstrate how the help point could be applied to frequent train station passengers.
Project Outcome
The first help point drawings were modelled off of the Trans Data Management help point. However, this was not very original and looked archaic. I moved onto creating a touch screen instead, as this is something many people have become more familiar with.
From the final drawing I then recreated the design in Adobe Illustrator. I made the home page a current timetable for the station. I then decided to remove the insert ticket or scan mobile device feature. This is because there is already ways for passengers to monitor their tickets digitally, such as the train line app. The next available train feature should be more efficient as it will give the user clear up to date information.
The final iteration of the design included a variation of the logo colour scheme, and a keyboard on the outer boarder of the screen. There is also a speaker button on the keyboard for talk to text functionality, to make the device more accessible to those who struggle to type on the keyboard. Another aspect for accessibility that may not be visible in the design iterations, is that I would have the choice for the help point to read out the responses given to users, or go on further to create a way for the user to make the screen read out the timetable etc.
Shown next to the final design is a recording of the help point in use, the prototype was created in Figma and worked as a functioning help point.
Campaign Promotion
For the purposes of promoting ‘The Bourne Project Help Point’ I placed the design in two mockups, showing how the screen should appear.
Reflection
In summary, this project has allowed me to evaluate how I can amplify the potential of train stations through emerging technology. Researching methods of sustainable artificial intelligence has shown that electronic help points can encourage positive behaviours, and shape the community through local stations. The outcome of this project has conveyed a device that provides current information and assistance to the community.
If I was to continue this project, I would choose to investigate further how AI is coded and attempt to program my own AI. However, at this time I have only just begun to learn how to prototype in Figma. I will continue to build my skillset steadily. I would also consider what aspects of the help point could be altered to become more accessible to people with various disabilities. Although, I include a button for talk to text I could have considered how integrating braille would have appeared on the touch screen for blind users or other accessibility functions.