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User Centered

Studying the design of everyday things

Outta Gas -- Google Maps Fail

How far we've come... in the brilliant 80's you had glove compartment boxes with various maps. Those well-highlighted AAA TripTiks to help guide you on those long distance travels. The mid-90's brought us MapQuest and here we are, rounding the bend into 2010 and at the forefront is Google Maps.

So, we all have general experiences with online mapping but let's speak in specifics.

Tonight, I ran out of gas. It's a wretched feeling and without getting into the gory details I'll simply say my desire for speedy arrival was satisfied but my eventual departure was going to be difficult.

So I turn to my handy-dandy fully Internet enabled Google G1 device to save the day (GPS enabled) with Google Maps!

You can follow along... So here is where I ended up stopped: Stuck-ville

So... I searched "Gas"

Alright, score, a pushpin nearby! Google Maps says there's a 7-11 less than a block away. Oh....

There are two major problems with this.
1. In my entire time here in Los Angeles, I've not seen ONE 7-11 that sold gas. Now, in many other locations 7-11 is more than a convenience store but here in LA 7-11 is not synonymous with gas station.
2. It's not a 7-11. It's a nightclub: Eleven. Perhaps Google things alcohol might power my motor vehicle? :wink:

No biggie, but in all my search results, this result kept coming up. I wanted it gone for this search... it was worse than useless, it was in the way.

So, I end up walking up the street to "D" - Sunset Oil (or any of the four duplicate names that popped up for the exact same address). Of course, a 2 gal gas canister was $18.95 + tax, about ten times the cost of the amount of gas I needed.

Once again I turned to my trusty phone. Gravity determined my path. The street sloped downward in a particular direction, that was the way I went. Toward "Kitson Melrose" -- funny name for a gas station. I'm within two blocks and the slope ends, I end up walking to that location. Standing on the corner there... well I'll let Google Street Views put it best:

Do you see the gas pumps? No, at 12:30am, neither did I. Visit their website: http://www.shopkitson.com/ -- unless they're clothes are gas-powered, I have no idea why this result comes up for "gas" and "gas station"?

Next closest result, "Cedar Sinai Medical Center Gas" -- anyone want to take a chance on that one? Yeah, neither did I... but I couldn't remove this result from my screen. No way to say, "NO! Not that."

I walk back to my motorcycle and begin pushing down the street toward Mobil. I stop to check the directions to the Mobil location.

It's got a barely perceptible slope but it helps! Finally getting close... pushing the whole way.

One problem. Google thinks that street goes through, but it doesn't. Their street view puts it best.

Mapquest (which I didn't think to use at the time) properly shows that there is a locked emergency gate on the road, luckily I was able to bypass it on the sidewalk, but had I been in a car, I would have been quite disappointed.

Finally, I reached a gas station. Not too bad but very annoyed with Google Maps.

Do I expect perfection from Google? Nah. But come on! A Nightclub for gas?! Blocked streets?

How difficult would it be to provide the ability to remove irrelevant results from my searches? Shouldn't the most powerful search engine and one of the largest aggregate collections of raw data in the world be able to differentiate between 7-11 with gas and one without? What's their source? How about displaying a clothing store as a gas station!?

I have to admit, researching this posting, Mapquest did a much better job of showing legit gas stations (they have a handy icon) and it properly identified dead-end roads.

It seems to me Google Maps is lacking in follow-through. They come up with things like Google Street Views but don't utilize those pictures to determine that streets are blocked, not thru-streets. What do you think?

Yum

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Comments

Eddie_Lopez 11. August 2009, 12:09

Great story- looking at those street view links makes me realize how much I miss CA.

Yeah- you would think that Google would allow you to at least "influence" to some extent, if not remove the search results- or at least tag the search result with some user generated data "this is a nightclub, not a 7-11!"

Eddie_Lopez 11. August 2009, 12:10

...also, this is timely as my next post I'm slowly getting around to writing is about GPS/Wayfinding- namely my iPhone vs. my stand alone GPS, pros and cons of each and usability issues etc.

Anonymous 11. August 2009, 16:00

David Dean writes:

This is the kind of thing that the OpenStreetMap project is aiming to fix. If there is something wrong or missing in your street map, just change it yourself and everyone benefits. http://osm.org/go/TYq3Rmet

WillYum 11. August 2009, 22:03

Eddie, exactly, not that the wiki-philosophy must be completely pervasive but i would have heeded a note from someone directly contradicting the unreliable computer generated results.

As for Mr. Deans link to OpenStreetMaps. It fails the "sniff" test, I typed in "gas station" and the first result is in Brazil... Yes, the Brazil in South America. (The 2nd in the Phillipines).

Sounds like they fail.

Seriously... do these efforts not do use-case observations? The only one that "seems" to come close in Mapquest (which does not work properly in Opera).

Yum

kmaage 17. August 2009, 10:08

Great post! I love to see these kinds of detailed user experiences.

It goes to show that the only scenarios that count are actual user experiences in real life situations.

No amount of user design would ever come up with the issue you highlighted about a street that isn't really a through-street, unless you're walking or on a bike, or in an emergency situation or can push your vehicle onto the sidewalk and it is narrower than the width of a sidewalk.

Again, great post!

zuschlag 25. August 2009, 13:01

What kind of motorcycle was it? On many models, you can remove the fuel tank in a couple minutes using tools supplied with the bike. Carrying an empty tank to a gas station is a lot easier than pushing the whole bike.

The lesson for Google Maps and other applications: Include general purpose tools to help users creatively recover from failures.

WillYum 25. August 2009, 23:04

You know, it doesn't appear the gas tank is removable, at least easily but next time, I'll keep that in mind. No doubt the tank would have been far easier to lug up the hill than all the pushing of my bike downhill.

And yes.

Anonymous 26. August 2009, 16:28

WA writes:

Google Gas is coming soon. Simply Google the amount of gas you need and you're good to go.

Or you could plan better and don't run out, it's not hard. ;)

WillYum 26. August 2009, 17:29

WA I can only aspire to your level of perfection. A life where you never run out of gas, a life where you never forget your toothbrush, a life where you don't even need to use Google Maps because you've already found a local guide for every location you visit.

My awe is overwhelming. :D

Anonymous 26. August 2009, 20:04

WA writes:

Thanks for the awe, but I regularly forget my toothbrush. I just remember things where forgetfulness would cause me significant physical or mental effort.

Chas4 5. October 2009, 03:50

:lol:

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