Washington State Ferries: The Rider Experience

Abstract

With future ferry fleet electrification, this research aims to explore user experience on Washington State Ferries (WSF) using this question: How does the design of a historically significant space like the WSF system – ferries and terminals – affect the experience for riders who heavily rely on the ferry? I explore this through multiple user research methods. I conducted field observations of 3 ferry routes and distributed a survey. Based on survey results, I recruited participants to engage in photovoice research, prompting them to take pictures of their ferry experience and discuss in 30-minute interviews. I uncovered a unique relationship – the commuter identity fosters opportunities for community on the ferry while also defining rider norms. There is a desire for interactive technology and education while a pain point was access to food. This work is significant in capturing the experience of riders who are reliant on the ferry as their main transportation.