The experience was described and broken down very thoroughly. The quality of the experience and redesign sections were enhanced with clear visuals, which I appreciated.

Maybe, in addition to the video of Nikki, have bullet points of what went on in the video. For, example: her goals, any issues she had, how she would rate the system, etc.

It would have been interesting to see what other people may have to say about the system, too! Maybe there are issues to be found from different viewpoints or different types of people/users.

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I thought this was a very thorough analysis. You very clearly outline the various steps of the process and I appreciated the video of the person using it in real life.

I thought the recommendations were spot on too. It was great that you made improvements to the physical machine and the interface.

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I really, really like the quality and thoroughness of Pearl's user experience analysis of the CharlieCard Refill Machines. First, I think Pearl provides a great introduction to the CharlieCard. For non-Bostonians who don't often take the T, this device might not be very intuitive. However, with Pearl's great description and walkthrough, any reader can follow her analysis.

Additionally, I think Pearl does a great job of using video and picture content to amend to her critiques of the CharlieCard. Doing so is very helpful in allowing a succinct understanding of Pearl's points and assessments.

Lastly, I really like how Pearl explains her recommended solution, which nicely summarizes and points to her various criticisms and observations about the CharlieCard Refill Machine.

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Wow, this was awesome! It was extremely thorough and well documented. I liked that the steps were labeled on the photo of the ticket refill machine- it was clear what step was what. I also enjoyed that you included a video of someone using it. It made me really connect with the problem and frustration of using one of these machines. It was also nice to see the photos again connect to the part where you were discussing what didn't go well- it was tangible and made it clear to connect to your final solution. Nice work.

My two improvement suggestions are:

1. The website layout could use a little work. With all the information you have, I'm not sure jump links and a single page scroll are the way to go. It felt like I was scrolling forever. Maybe having separate pages might have made it more readable or seem more digestible, especially with the amount of content you have.

2. You could do a side by side of your solution vs the existing. I found myself scrolling back up (a long ways!) to the existing charlie card machine earlier so I could compare what was different about yours. Also maybe adding a human or scale or dimensions to compare the machine too would be helpful. Especially since you're talking about order of operations when someone is standing and using different aspects of the machine and mapping it to what makes sense to use when. Like if someone is below something else if I could have to crouch down to get there, it might not be a great redesign but I'm sure if you showed how a person might stand and use this thing it would get the point across even stronger!

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Overall the presentation was very straightforward and clear. The diagram of the machine and the pictures gave the text context and made things really clear as well.

A problem was that the website was hard to load for me. Even scrolling up and down made the pictures disappear and have to load again for me. The images might be much larger than they need to be? The video was also not center aligned, which was confusing because I thought there may have been more things to load next to it.

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I generally like single page websites, because it's just easier to scroll all the way down if the content is a step process. It would have been helpful though to have the ability to jump around, perhaps a floating menu or just some links at the bottom of each section. Some of the font sizes were also much larger than the content font, so that was a bit jarring. There was also some white text on a white background in the beginning that was hard to read.

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The clarity of Pearl's human use experience analysis is very well done. The order and structure is very intuitive and easy to comprehend. As a reader, you can follow the content effortlessly, and the sections flow very well from one to another.

However, I think the presentation could be improved in a couple of ways. First, I do like that the content is center aligned, but by doing so, there is a lot of wasted space in the margins. Perhaps the content could be condensed by widening the text. Additionally, there are some spelling/grammar mistakes that could be corrected.

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Overall the text could be smaller and the header could be easier to read. The white on top of a patterned background is a bit cluttered. The icons also seem really big and there is a lot happening with alignment (title is aligned left and subtitle is centered and icons are distributed across the page) so I think having a grid here would be really helpful. Overall there is a lot of great content on this page but with some layout and styling tweaks and a visual hierarchy- it would become a lot more readable!

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