This article discusses the design and development of a new parking ticket and parking enforcement system for the city of Chicago, Illinois. For a number of years the people of Chicago ignored their parking tickets. Only 10% of parking tickets were ever paid, and Chicago had accumulated 17,000,000 unpaid parking tickets, at a loss of $420,000,000. In 1989 the author was recruited to design a new parking ticket system. She and her staff utilized an image-based systems design. Parking ticket design and instructions had to be designed, too. Instructions were tested out on different user groups, until it was clear that all instructions were understood. The new parking ticket system was a complete success. Within one year, the same-year ticket payment rate rose from 10% to 65% and the annual revenue increased to $65,000,000, while the cost to taxpayers decreased by about $5,000,000. Human factors were the key to the design and instructions. Lessons learned by the team included (1) focus on the business application, (2) use language the business world understands, (3) be conscious of the real business choices to be made, (4) use simultaneous engineering, and (5) rough and ready user testing.

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  • Corporate Authors:

    Human Factors and Ergonomics Society

    P.O. Box 1369
    Santa Monica, CA  United States  90406-1369
  • Authors:
    • Fryklund, I
  • Publication Date: 2000


  • English

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Filing Info

  • Accession Number: 00793877
  • Record Type: Publication
  • Files: TRIS
  • Created Date: Jun 13 2000 12:00AM