The Smart Loading Zone (SLZ) is a camera-enforced new street parking initiative to manage curb space to increase delivery efficiency and decrease congestion and emissions. There are currently 41 installed SLZs in Pittsburgh, PA.

With our solution, users pay after they leave instead of before, lowering barriers to use by eliminating the need for upfront registration or deposits.

This change simplifies access, encourages compliance, and promotes quicker turnovers, which are all benefits that directly align with SLZ's mission --- to improve curbside management.

We also proposed a redesign of the current signage and created two prototypes tied to our service redesign: a text-based messaging system and a payment web app. These tools are designed to guide users before, during, and after their parking experience.

To quickly gain a deep understanding of the problem, before and alongside the primary research, I employed three methods—desktop research (including the SLZ website, discussions on social media like Reddit, and more), observation, and intercept interviews.

Primary research was our primary method, which involved the collection of data directly from users rather than relying on secondary sources. This approach was essential because drivers are the core users of Smart Loading Zones, and parking, as a short-term, multi-modal experience, is best understood through direct first-hand data.

Our objective was to identify drivers' needs and pain points, particularly in relation to the flexibility of the payment and registration process (i.e. the two main parts of SLZ).

Eventually, we (4 people, 2 in a team) interviewed 15+ drivers through intercept interviews. Participants included delivery drivers, students, and restaurant workers, ages ranging from 20 to 50.

Through over 10 hours of on-site observations, we documented activities at the SLZ, including user interactions, parking duration, and engagement with signage. This helped us identify behavior patterns and context.

Findings:
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‍Signage Importance: Most of the drivers we interviewed said signs help to determine if they can park there and understand any potential parking charges.
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‍Lack of Awareness: “I have seen the purple curb before but don’t know what it is.” Over 60% of passers-by did not understand SLZ, and 95% of drivers parked with hazard lights on due to confusion. Many drivers expressed concerns about getting ticketed if they parked in SLZs without understanding the rules.
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‍Low Commitment Preference: “Many people said they didn’t want to make an account for a parking service they were unsure they would use.”

Insights are sparks—deep yet shiny, hidden yet evident... It is hard to describe how they are uncovered. Therefore, it is necessary to take time to pause and reflect on my own.

Above is a logical chart I created to help myself find connections between all the findings, which is also a method I commonly use to uncover "insights."

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Guided by research insights, we began designing solutions to help drivers better understand and use SLZ. We tested multimodal concepts—such as triggering a loud alarm or lighting up parking spots—intentionally unconventional and without considering business costs, in order to elicit drivers' ideal registration and payment experiences.

This approach was informed by the "speed dating" method developed by Prof. John Zimmerman. Similar to the speed dating process in social settings, this technique enabled us to quickly gather user feedback on multiple concepts or prototypes by presenting a series of designs with varying risk levels in a short time frame.

Research paper on the "speed dating" UX method (Zimmerman & Forlizzi).

My other HCI research with Prof. Zimmerman using "speed dating"