Complete UCD Process: From Research to Testing
User Research & Prototyping
Ultraleap Gesture Interaction and Mid-Air Haptics
Context & Domain
University project for gesture control in ticket machine systems
Role
Project Manager & UX/UI Designer
Timeframe
March 2023 – July 2023
Methods used
- UX Research
- Persona
- Survey
- User Flow
- Interviews
- User Testing
Tools used
- Figma
- Miro
- Ultraleap Leap Motion Controller
- Ultrasonic Speaker for Haptic Feedback
Team Constellation
- 4 UX Researchers/Designers
- 3 Technical Implementers
- 1 Project Manager
Ticket machines in public transport are considered unreliable, unhygienic, and difficult to use by many users. Traditional touchscreens often respond slowly or inaccurately, and the necessary touch can cause discomfort—especially for hygiene reasons. The project team developed the idea of a novel ticket machine operated by gesture control and mid-air haptics to create a more natural, accessible, and hygienic user experience.
Challenges
- User acceptance: Skepticism towards new forms of interaction (gestures, haptics) and uncertainty regarding precision.
- Technical limitations: Difficulties in gesture recognition with Leap Motion, low feedback intensity of haptics.
- Complex requirements: Different age groups and usage scenarios (hurry, hygiene, accessibility) had to be considered.
- Prototyping hurdles: Integration of UI, Leap Motion, and Ultraleap haptics with limited technical resources.
Goal
A concept and functional prototype of a ticket machine that uses gesture control and haptic feedback:
- increased user comfort
- reduced hygiene risks
- enabled easier operation
Approach: User-Centered Design Process
Interviews
Hygiene & Usability identified as main issues
In 12 interviews with participants aged between 14 and 58, current weaknesses of ticket machines were examined. Many reported slow responses, faulty touchscreens, and unhygienic operation. At the same time, the idea of gesture control and haptic feedback was perceived as promising. The results were thematically clustered and evaluated by age groups – the basis for the later developed personas.
Survey
Ticket machines remain indispensable despite apps
An online survey with 143 participants (aged 15–75) provided a broad picture of purchasing behavior. Result: Machines remain relevant, especially for non-locals and spontaneous journeys. The respondents again cited hygiene and usability as central issues. It was clear: a ticket machine will still be needed in the future, just significantly more user-friendly.
Personas
Different age groups – same frustrations
Illustration of various age groups with different needs (e.g., young users focusing on speed, older users on clarity).
Pre-Study
Gestures & Haptics validated as crucial design factors
In a pre-study with 5 users, it was shown that swiping & tapping are the most intuitive gestures and haptic feedback is predominantly perceived as helpful, especially with visual cursor support.
UI Design & Prototyping
Reimagining Existing Concepts
Based on the research results, the existing concepts were fundamentally revised to enable intuitive and efficient use. The focus was on:
- Optimizing the information architecture and workflows for complex tasks.
- Visual consolidation by aligning with the overarching design system (accent colors, button hierarchies).
- Improving system feedback through clear feedback dialogues and error visualizations.
- Reducing cognitive load through redesigned layouts and better information density.
User Testing
High Usability, Clear Areas for Improvement
The study design combined several components: pre-interview to clarify roles, completion of eight realistic tasks in the Figma prototype, quantitative measurements (success rate, time-on-task), System Usability Scale (SUS), and post-interview for qualitative feedback. Participants provided very detailed feedback, making planned measurements like “time on task” difficult to compare. The goal of testing practical usability was achieved: the concept scored 92 points on the SUS and a 100% success rate on the tested tasks. At the same time, specific areas for improvement became visible.
Results
- UCD successfully integrated retrospectively: Despite a completed specification document and an ongoing project, UCD methods uncovered critical misunderstandings and successfully guided the redesign direction.
- Contextual Inquiry as a key method: On-site observation of emergency service-specific workflows revealed deep insights into user context – fundamental for all further design decisions.
- Shared understanding among stakeholders: Different perspectives from users and project managers were articulated and brought together through dialogue and iterations.
- Stronger user-centred focus in the project: User needs were made visible and used as the basis for design decisions.