UX lessons from the Paris Metro

Paris is so beautiful, it takes my breath away. There’s one overlooked beauty that no one ever talks about: the Paris Metro.

The beauty of the Paris Metro is the clarity of its wayfinding system. In two minutes, you can master this system – even if you don’t speak French. Now, that’s what I call intuitive. With 16 lines and 303 stations, the system is huge. Despite its size, it’s easy to find your way.

Each line has two names associated with it – each name represents the last stop on the route. On my last visit, I started and ended every day on Line 11 (Châtelet and Mairie des Lilas). The Châtelet station is in the heart of the city, the Mairie des Lilas station is the final stop, just outside Paris.

The signage is so clear and helpful that you never feel lost even when transferring to other lines. If you have to wait, there is sign telling you when the next train will arrive. The wait was usually less than two minutes.

Takeaway – Finding your way in a new place can be stressful. If you’re creating an app or website, make your navigation intuitive so first time users get it. This takes the stress away and sets the tone for a great user experience.

 

Like this post?  Share it. Written by Don Seidenberg.

Make your webshop like Schiphol Airport

Your webshop depends on traffic and lots of it.  However, traffic is very difficult to manage.  Schiphol Airport excels in helping people find their way (wayfinding) and creating a good user experience.  You can learn from their example.

Wayfinding consultants Mijksenaar designed the Schiphol wayfinding system to reduce passenger stress. Passengers receive the right information at the right moment to make the next step of their journey.  As a result, they never feel lost.

Developing a wayfinding system starts with the Expert Walkthrough.  The wayfinding designer walks every step the passenger does from the parking area until boarding the plane.  The designer makes sure all signage is clear, comprehensive and consistent. Passengers trust they will be on time for their flight.  Since they are relaxed, they are more likely to enjoy the airport’s shops and restaurants.

Like the airport, your webshop needs to create an experience where customers feel relaxed. You must present the right content at the right moment to help them in their shopping journey.  For example, good product descriptions and reviews help customers make informed decisions.  This puts people at ease and makes them feel confident with their decision.

Do your own version of the Expert Walkthrough and make the same journey as your customers – from home page until check out.  Your customers will begin and end their journeys in different ways so you need to plan for all possibilities.  If there’s something in your process that limits conversion, then you can discover what it is.

Schiphol’s focus on good customer experience has led to several awards.  Your webshop may not win any awards but if you stay focused on your customers, you will certainly be moving in the right direction.

Like this post?  Share it.  Written by Don Seidenberg.

 

Make your navigation like Schiphol Airport

Web writers, interaction designers and information architects can learn a lot from Amsterdam Schiphol Airport. Like the airport, our work depends on good user experience and helping people find their way.

Many website navigations offer too many choices.  As a result, people get lost. At Schiphol, you can’t get lost. The signs are clear, consistent and easy to comprehend. You are always presented with information when you need it and in a logical sequence. You are never overwhelmed with choices.

Paul Mijksenaar and his team designed the wayfinding (navigation) at Schiphol to address the needs of the stressed traveler. At his firm, every project starts with an expert walkthrough. The designer needs to understand the psychology of the traveler at every step of the long journey, which begins when leaving home and ends when boarding the plane.

Each sign provides just enough information so the traveler can decide the next step in the journey. In the parking garage, you are presented with the choice of departures or arrivals. At this point it’s too early to receive information about check-in or flights.

According to Mijksenaar, a user friendly navigation has a big impact on customer satisfaction and trust. For Mijksenaar, good signage is like being a good host. It reduces stress, makes visitors feel welcome and sets the tone for a pleasant experience.

You can do the same when you create the navigation of your next website. To learn more about Mijksenaar’s wayfinding principles, visit their website or download the app: 99 do’s and don’ts of wayfinding.

Like this post?  Share it.  Written by Don Seidenberg.