CONCLU-
SION
During research, we identified at least 6 areas where it is possible
to vastly improve the experience of both passengers and security
personnel. The team came to the conclusion that addressing the
issues related to the Security Guard will be the most effective since
he repeatedly resurfaced in our research. In a turn, Guards’ work can
be improved in multiple ways and the most effective one is to educate
them better.
Further development revealed that there are 4 ways to educate and
improve the qualification of Guards. Since the team had very strict
time constraints, it had to narrow down the list yet again.
Prototyping helped us to come up with the following proposals in
regard to the Security check in the Moscow Underground system:
1. Better education can vastly improve the system. It is important
that it has to be persistent (i.e. continue after the employee is
admitted to work and go on a regular);
2. The team recommends to improve staff schedule in three areas:
a. Each entrance to the underground system has to be staffed
with at least two Security Guards at any given moment;
b. Right now long shifts of the Guards are extremely
exhausting and negatively affect the experience of both
Guards and passengers. There should be longer breaks
during the shift;
c. There should be a new position, a Mobile Security Guard
who will through the day help to schedule the breaks on
multiple stations and assist Guards during the Rush hour.
To develop new shifting system external specialists and
additional tools have to be involved;
d. The Turnstile Duty position is ambiguous and should be
brought more in-line with the Security Guards in order of
assisting the latter;
This interim conclusion should be a starting point for the next stage
of research and development. This stage will even better diagnose
the pain points of the security checks and will result in concrete,
well-developed solutions for them.