RideSpace
Year
2022
Deliverables
User Research
UX Design
App Design
The Challenge
The Victorian Government has created a prototype of a platform that helps public transport users travel safely during or post pandemic. It currently allows users to see the capacity of trains on the network, using a combination of Myki data and sensors. The experience needs to improved across all metrics, and I worked on creating a prototype of an app which could assist users in travelling safely.
Discover Phase
Discover Phase
Initial Problem Statements
It is currently only focused on trains only
There is no accessibility data included such as flat platforms, shelter and lifts
The user interface needs work, CTAs are not styled, lots of unused space
No integration with wider network, Myki system
Competitive Analysis
I conducted a competitive analysis of some of the top transport applications on mobile. I looked at the PTV app, Google maps, Tram tracker, City Mapper and ride space itself.
I looked into user reviews where possible, and broke down the advantages and disadvantages of each platform.
I used affinity clusters to group advantages and disadvantages under themes. This helped give me a high level overview of what each platform did well and there there were opportunities for improvement.
Interviews
Goals
How do users navigate the Melbourne PT network pre and post COVID? What process do they use; what works for them, what doesn’t?
Guiding Questions:
I broke questions down into personal, emotion and functional questions. This lets me narrow down my questioning and hone in on not just their needs, but their feelings and behaviours.
Personal
How have your public transport behaviours changed during COVID?
How do you know if PT will be busy or not?
How flexible with travel are you when taking PT?
When would you ever avoid public transport in favour of another option?
Emotional
How do you feel when you need to travel during busy times on PT?
What frustrates you when catching public transport?
How do you feel safer on PT?
What type of PT do you feel safest on? Why?
Functional
How do you normally get from point A to point B in Melbourne?
What apps or devices do you use to assist you?
Can you break down the steps involved?
How long do you usually travel for?
What kind of notifications do you receive from public transport apps? Do they help?
How would you improve your public transport app?
How do you keep track/top up your Myki?
Main Findings
1. Users' app experience while travelling is fragmented
2. Users like to plan their travel ahead of time
3. Users are flexible with travel if there is a benefit
4. Users currently guess how busy public transport will be
Define Phase
Define Phase
User Goals
I want to see the schedule, capacity, trends and disruptions of public transport.
I want to be able to plan my travel ahead of time.
I want to minimise the number of apps needed to plan my travel.
I want to be able to save my travel details.
Personas
I created 2 personas based on my interviews. I covered a range of potential users with different demographics and with different relationships with public transport.
How might we create a cohesive and efficient platform to allow users to plan their travel safely?
Develop Phase
Develop Phase
Information Architecture
Based on my interviews I knew which features I wanted to include, like being able to set a home/work, saving trips and being able to link your myKi. I grouped nearby/recent and favourites as they would behave quite similar and those are often used.
I found during the discovery phase that a map isn't always required, as often users will just be wanting to check their regular routes or stations, which they already know the way to. I aimed to keep the map as its own section which could be used to explore an area.
A common theme in my interviews was that apps were too scattered, and users had to rely on multiple apps to navigate. I therefore added an area where users can link and manage their myki as well as view their travel history.
User flow
I created a high level user flow of a user navigating to a destination. It allows me to visualise the order, importance and end points of the touch points within the user journey through the app
User Journey
I further fleshed out this flow using a journey map. It represents the ideal use journey of a user navigating using the app, and includes their expectations, thoughts and opportunities where Ridespace can help. This was largely an assumption based journey map. Given time restraints it was difficult to have all the data needed for a full one, and thats something that could change over a longer timeframe. Assumption based user mapping is still useful in providing a direction as well as being able to see opportunities.
Mid-fidelity wireframes
high fidelity designs
Prototype
Notifications
Contextual notifications based on real time capacity limits will allow users to plan their travel safely. They provide clear, easy to follow instructions on how to stay safe.
Building a cohesive experience
Providing rider number data on existing transport displays will allow users to change their route and plan as needed.