T I C K E T V E N D I N G M A C H I NE A I A N D E N H A N C E D U S A B I L I T Y

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Revenue Collection Systems France S.A.S.

T I C K E T V E N D I N G M A C H I N E

A I A N D E N H A N C E D U S A B I L I T Y

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A I A N D E N H A N C E D U S A B IL IT Y

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ONTENTS

1. INTRODUCTION _______________________________________________________ 4 2. MAIN FEATURES ______________________________________________________ 5 3. THALES RCS EXPERTISE IN USER INTERFACE ____________________________ 6

3.1. USER INTERFACE EXPERIENCE RESEARCH MEXICO CITY ______________________ 6

3.2. TVMUSER INTERFACE FOR MTRHONG KONG _____________________________ 8

4. SCENARIOS _________________________________________________________ 11

4.1. REMOTE ASSISTANCE _______________________________________________ 11

4.2. VOICE MANAGEMENT ________________________________________________ 12

4.3. AUTOMATIC ACCESS TO ALREADY PURCHASED PRODUCTS ____________________ 12

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Ind. Date §. Modified Evolution object Established

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1. INTRODUCTION

The main question for OBB is what features make ticket vending machines intelligent and offer users new ways to buy their tickets quickly and securely. From the scenarios described by OBB our understanding is that there is a focus on the user interaction during the complete traveler journey.

It is emphasized that Thales RCS has developed skills in designing ticket vending machines based on field experience over more than 40 years. The most important thing in traveler interface design is to have the most reduced number of screens in order for him to purchase his fare media.

Thales works with its public transit operators and other parties such as universities to design and build ticket vending solutions that match the local customer and user needs. This document describes a selection of the projects and technologies we have worked on with a focus on user experience and the scenarios described by OBB.

Thales has also an in house Digital Factory, where amongst others minimum viable products and Proof of concepts are developed in close collaboration with travelers and customers, which makes possible experiments and test new interactions and ways of purchasing tickets.

It is noted that all software functions can be managed using a back office add-on which is connected to the existing one and for which specific interfaces can be developed.

Thales group is a group which is strongly focused on security. Therefore all proposed solutions are designed with their embedded state of the art security features.

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2. MAIN FEATURES

 Thales RCS has more than 40 years’ experience in designing TVM  Thales RCS is a security focused company

 Thales RCS has extensively worked together with customers to optimize equipment

 Thales RCS has TVM in which separation between ticketing part and cash management part exists

 Thales DIS (GEMALTO) is part of Thales and has close relationship with Thales RCS in biometrics area and can use these solution together with ticketing solutions

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3. THALES RCS EXPERTISE IN USER INTERFACE

3.1. U

SER INTERFACE EXPERIENCE RESEARCH

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EXICO

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Thales RCS has worked with UNAM Mexico to improve the ticket purchasing for the travelers in Mexico City by designing a Ticket Vending Machine. The methodology used was based on Design Thinking including user research, prototyping and testing. The challenge was to have an accessible design (by user and service engineer), faster service and the implementation of new technology.

The result of this project is the design of the TVM that differentiates itself from how it is being used. The design of the TVM is so that has reduced space needed for use, faster through guided and sequenced components, new payment options included and indication of usage through light.

TVM designed based on Design thinking. Figures here below show the results of this investigation.

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Figure 2: Example of insights related to user interaction

Figure 3: Example of tests made to validate different designs

3.2. TVM

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NTERFACE FOR

MTR

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For our customer in Hong Kong MTR, Thales has developed a specific User Interface based on their metro lines map. It has the capability to zoom and select either the global lines map or to get a station line overview.

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Figure 4: Example global map of a transit network

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4. SCENARIOS

4.1. R

EMOTE ASSISTANCE

Thales RCS has developed with his customers MTR (Hong Kong Transit Operator) a User Interface in which most common purchasing and destinations are presented to customer, based on smart logic and artificial intelligence. Thales is able to manage such a requirement in frame of OBB scope.

For our traveler in Hong Kong Thales has developed remote video assistance. A traveler can request assistance to a service agent remotely to help making a purchase or answer questions. The ticket vending machine can be remotely operated by the service agent to for example assist physically limited users.

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Figure 8: View for traveler in contact with remote assistant

4.2. V

OICE MANAGEMENT

In close collaboration a start-up specialized in voice recognition Thales RCS has developed a Proof of Concept (POC) ticket vending machine so that users can order transit ticket by talking to the ticket vending machine.

The goal of POC was to speed up the ticket purchasing process and improve user experience for travelers. This use case has been developed for purchase a ticket only with voice interaction between traveler and TVM. This demonstration has been designed to manage different languages and to be insensitive to surrounding noise which exists in train or metro station.

The address here below is to be copied to reach a video on youtube web showing the demonstration made during UITP 2019 exhibition.

https://youtu.be/Ue1BpBGmS1o

Thales RCS can implement voice recognition in any existing machine. Scenario where several tickets can be purchased can be implemented because all basic functions exist.

4.3. A

UTOMATIC ACCESS TO ALREADY PURCHASED PRODUCTS

Of course! Let me take remote control over the machine…

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13 Collection Systems, parking, tolling and security business. For the use case to

present relevant information based on historical data a solution based on facial recognition can be applicable.

Arriving in front of the TVM, camera detects presence of traveler and looks for face characteristics. It compares those data with those stored at back office. When match found, authentication is completed and history of purchasing extracted: all products already purchased by traveler are displayed. Traveler chooses the one which is relevant and pays for it using its preferred payment mean.

To make the machine even more intelligent based on the height of the person in front of the TVM the user interface can be adapted, when large displays are used.

This use case has a prerequisite which is GPDR compliance. Therefore, traveler must be aware of the personal information recording and storage. He can request to have his data erased at any time.

4.4. U

SAGE OF BONUS CARDS

A way to avoid GPDR compliance is to have facial biometric information stored on a card which can be bonus card. In that case, traveler presents his card in front of the contactless reader. Card is authenticated to define whether it has the writes to be used in the system. Biometric Facial Data are extracted as well as last transactions made. Traveler is authenticated automatically and last purchasing transactions are displayed. He can choose the product he wants to purchase. Purchasing is completed when payment is made using preferred payment means.

Regarding solutions 3 and 4, it is emphasizes that Thales RCS has very specific capability: Thales DIS (former Gemalto) has developed very unique skills in biometrics which can be combined with Thales RCS skills in TVM.