The usability of trains.

This morning I was travelling to a client site and, as it's Friday and I really could not be bothered with the traffic over the Kingston Bridge in Glasgow, I decided to take the train instead of drive. This is quite a normal option for me these days as I find it more relaxing and get some time to read. This morning was no different to any other journey. I parked my car on a side street near Lenzie station and enjoyed a pleasant walk in with the warming sun at my side, bought my tickets from the automated machine on the platform (which is going to have an entire article on its own one day soon) and boarded the train when it arrived a couple of minutes later. After approximately twelve minutes and several pages further on in A Project Guide to UX Design, the train arrived at Glasgow Queen Street and I began to walk to Glasgow Central for the train to Giffnock where my clients are conveniently located just around the corner.

Finally we reach the point where things become less, well, usable. The main departure board is high and easy to spot, the text large and easy to read and I had no problem spotting my train and confirming that it was on time, noting that it would depart from platform 9 and that there no additional instructions. All good so far, but then I reached platform 9.

Two trains there were. Not one, but two. Each train clearly listed on a separate screen which made it very clear there were two trains and not just the one extended train. However, there was nothing to state which was the front train and which was the rear train. The departure times were listed clearly at least, so this led me to calculate that the 10:18 to East Kilbride (the train I was wanting to travel on) would be quite likely to be the front train as the other was the 10:25 to Gourock and would clearly need to leave after the 10:18, so would be the rear train.

Everything clear so far? Excellent.

I walked up the platform and boarded the train I believed to be the correct one and helpfully it was the right sort of train, a rather old and shabby model to say the least, which helped reassure me that I was correct. On boarding the train I noticed that the overhead information display which would tell me the destination and stops en route was not switched on, but no matter, everything else I had observed before reaching this point was enough for me not to feel the need to ask someone if this was the correct train.

Another few people boarded over the following two or three minutes and then the doors closed, a whistle was blown and the train began to depart. Seconds later the guard announced that this was indeed the 10:18 to East Kilbride and would stop at Giffnock as I required (for which I apologise profusely to everyone for getting your hopes up that I was going to end up on the wrong train). Fantastic, I had observed all the correct signs, factored in some simple information and logic dictated which train was the correct one to board, so where's the problem? It's simple, not everyone is as observant or triple checking as I tend to be. Just two seats ahead of me a young lady suddenly looked quite worried on hearing the guard's announcement and a minute later as the guard walked past, she caught his attention and informed him she was on the wrong train and asked his help to work out the fastest way to get to her intended destination after getting off at the first stop. The guard was very helpful and understanding, but it was clear the unfortunate traveller would be at least 40 minutes late as a result.

This is the point where far too many people would suggest it was the lady's fault, that she should have been more careful and ensured she got on the right train. After all, most people managed it, right? This is also the point I disagree and will cover the key points where the train station usability failed her badly.

• The main information board had no indication that her train, the 10:25 to Gourock, would be the rear train. If this was her sole source of information through rushing to the platform or people blocking her view of the separate displays at the platform, preventing her noticing the two trains shown, then she would quite rightly assume she could board any part of the train and reach her destination.
• The separate displays at the start of the platform itself, while providing accurate information on both trains departure times and destinations, did not explicitly state which was the front or rear train, a piece of information which is normal and standard on such displays. Why was it missing here?
• On boarding the 10:18 to East Kilbride, the overhead information display wasn't working, so there was no clear indication to her that she had boarded the wrong train.
• The guard announced the train destination and stops after the train had departed! By this point it was too late to get off and board the correct train. Why had he not thought to make this announcement before the train's doors were closed, allowing people time to leave if necessary?

So that is four points of failure I have identified, any or all of which could have led to a person stepping onto the wrong train and not realising before it was too late. None of these points were in the control of a passenger and the first three in the list above were failings against the norm. I have to wonder if she thought of any of these or just blamed herself for “not checking”.