One side effect of being a user-interface critic is never being able to step away from the work–the world is full of bad UIs. And sadly enough, public transportation has been a tremendous contributor. Consider the transit system I know best and use all the time, Metro.
Don’t get me wrong here: Metro’s rail map is a model of clarity (yes, I own a copy of “Transit Maps of the World”) and I’ve grown so used to Metro’s signs counting down the minutes until the next train that the absence of equivalents in places like Boston baffles me (“I’m just going to have to wait at Government Center for an indeterminate period of time?!”). The leadership at WMATA greatly improved the system’s usability when they provided a schedule feed to third-party sites like Google Maps, as I documented in an article for ReadWriteWeb two weeks ago.
Yet in some ways, Metro’s user experience remains awkward enough to make you wonder about the motives of the people behind this “UX.”
- Too many bus-stop signs are useless. The one pictured at right, across the street from the Clarendon Metro station, isn’t even the worst: Although it offers no map or schedule, it does name the end points of each route.
- Bus-route monikers mean nothing. Take the 30s routes–please. Most 30s buses going west out of downtown head up Wisconsin Avenue, but the 38B goes across the river to Arlington. The 32, 32, 34 and 36 are local, but the 37 is express. Metro can’t even pick logical names for new routes, with no established constituency to confuse: When it added express service to BWI Airport, it named this route “B30” instead of, you know, “BWI.”
- The NextBus interface, on both the desktop and mobile, is clumsy and slow. It’s terrific that Metro lets you look up real-time arrival estimates for buses–when those estimates approach reality–but unless you’re standing in front of a sign with a NextBus stop number, you have to look up service by choosing a bus line, then a direction, then a stop. Metro’s sites desperately need a “service near my location” button like those on NJ Transit and BART’s mobile sites; fortunately, Metro spokesman Dan Stessel tweeted in June that Metro was working to add that. (The photo shows a related problem of incompatible next-arrival tools used by other systems; to see if Arlington Transit’s 42 bus will get there before the 38B, you’re asked to hit a separate site.) Update, 12/1, 12:02 p.m. Reader “t” commented that NextBus’s smartphone site – nextbus.com/webkit – offers that geolocation option already. I tried it, and it almost instantly reported the next arrivals for the four Metro bus routes nearest my home, plus a D.C. Circulator stop about a mile away.
- The downtown transfer stations need better exit signage. Get off at Metro Center, then try to find the westernmost exit. You can’t without a compass on your phone; at any given point, you can only see one or two signs pointing which escalator will take you towards one of its four exits. (There used to be a large map on the Red Line platform showing exactly where those exits put you on the street, but that disappeared at some point.) The situation is as bad at L’Enfant Plaza.
- As a great many others have complained, station names are a form of grade inflation. In the city, endlessly-hyphenated names like “U Street/African-Amer Civil War Memorial/Cardozo” suggest how much influence a particular councilmember holds; in the suburbs, exercises in wishful thinking like “Vienna/Fairfax-GMU” imply that locations five miles away are next door. I can only hope Metro’s board quashes Fairfax County’s delusional proposal to name seven of the eight future Silver Line stops in the county after either “Tysons” or “Reston.”
- Poorly-connected suburban stations. Building a Metro stop is an expensive exercise, but some area jurisdictions must have forgotten that when designing Metro stops that impede access from adjacent neighborhoods. In Fairfax, the Dunn-Loring stop squats in the median of Interstate 66–but there’s no pedestrian bridge connecting it to the north side of the highway. Walking from the West Falls Church stop to a friend’s house in Pimmit Hills–about a mile by air–sends me on a two-mile trek along multiple highway on- and off-ramps. In Montgomery County, walking from the Forest Glen stop to the east side of Georgia Avenue requires a hazardous crossing of eight lanes of traffic.
You’ll note that I didn’t include a common Metro rant: its byzantine route structure, with off-peak, peak and “peak of the peak” fares that also vary by distance. That’s because Metro’s stored-value fare cards, and in particular its SmarTrip RFID cards, help to hide the cost of any given trip. (When I interviewed Metro CFO Peter Benjamin in 1999 for a piece explaining the then-new SmarTrip system, he said upfront that Metro wanted to make the price of any one ride as invisible as the cost of a single drive.) It’s funny how a good interface can make complexity vanish.