Implementation of interactive transit information kiosks at New York City transit facilities: Analysis of user utilization and lessons learned

Transit Traveler Information Systems (TTIS) comprise a wide range of technologies that transit agencies use to provide reliable and timely transit-related information to customers. The touch-screen interactive information kiosk is an example of these emerging TTIS technologies. This paper examines the implementation of interactive touch-screen information kiosks, known as "On the Go!" Touch-Screen Travel Stations, at Metropolitan Transportation Authority-New York City Transit (MTA-NYCT) facilities in 2011. It analyzes data from passenger intercept surveys, from the kiosks' built-in application usage logs and from field observations to understand actual passenger utilization of the kiosks and to assess the implications for transit agencies. The field observations also made it possible to obtain a profile of kiosk users, which sheds light on the concept of the "digital divide." The findings, presented as lessons learned, can help agencies elsewhere develop guidelines and effective strategies for implementing similar interactive transit information systems.