Here’s something I’ve noticed about public transport in Melbourne, versus Tokyo.
The first photo is of Flinders St. station, here in Melbourne. Our public transport ticketing gates are shut at all times. You have to swipe your ticket to get through them. This feels like an untrusted experience. It gives the message that “You can’t be trusted, until you prove that you can”.
The second photo is Shinjuku station in Tokyo. It’s one of the busiest train stations in the world. There are millions of people flowing through the Tokyo metro each day, so they need customers to be able to flow through quickly and efficiently. They do this by keeping the ticket gates open. A gate will only close if someone ever tries to pass through without a ticket.
This simple change creates a much more pleasant, more trusting experience.It removes so much friction out of the ‘touch on’ user journey. And in contrast to Melbourne, It gives the message that “We trust you by default”
The message here – I guess – is that if you can create a more trusted experience with what you do, you also create a more seamless, frictionless flow.