Role

UX Designer

UI Designer

UX Researcher

Tools

Figma

Adobe XD

Location

Vancouver

Duration

6 Weeks

Prompt

Design a native mobile app for transit fare management and trip planning with consideration of the COVID-19 health regulations and best practices.

Process

Exploring Verifying Designing Building Testing Iterating

Jump to

Problem Solution

Designing a more accessible, efficient, and COVID-conscious public commuting experience in a post-pandemic landscape with OneStop.

In the wake of the pandemic, public commuters face new challenges. They need a transit experience that not only prioritizes efficiency and accessibility but also ensures peace of mind regarding health and safety.

Driven by personal curiosity, I wanted to understand how people are redefining ‘normal’ in a post-lockdown world. My goal was to explore the various ways individuals are adjusting to new routines and realities.

I began by visually mapping my own experience on a whiteboard, creating a diagram that helped anchor and guide the direction of my research moving forward.

Verification

13 questions for 35 participants: Validating my own perspective to use as the foundation of my research

To explore travel anxiety following the lockdown (specifically around using public transit) I created a survey consisting of 13 questions and gathered responses from 35 public commuters.
‍
Here's what I found:

survey stats

80%

physical transit
cardcommuters

survey stats

37.5%

pre-trip planners

survey stats

52%

people who are affected in their use of public transportation due to COVID-19 pandemic

survey stats

70%

Commuters who feel uneasy about returning to public transit after the pandemic

Home

Vancouver
Canada

Age

27
years old

Work

Paralegal
Assistant

Salary

$52K
per Year

I just text the bus station to find what time
the next bus will come before I leave the house.

...

I get so confused at some stations,
especially when I need to change into a different line.

...

I've seen so many tourists get lost because
they've missed their stop or they got on the wrong train.

After collecting substantial quantitative data from my user research, I connected with TransLink and their bus drivers to gather qualitative insights and understand the experience from multiple perspectives."

Stakeholder Interview

Sometimes, when the bus is already full, I still pick up people from my stops. Who knows how long they have been waiting there for and maybe the bus driver before me also skipped them.

...

When we opened up, I didn't want to go to work because of COVID. But now, everything is pretty much back to normal.

...

Compass card has a very slow system. It lags all the time and that's why passengers are always running into problems with their fares.

...

If I could change the compass card system, I would just say to add more ways people can pay for their fares.

Home

Vancouver
Canada

Age

38
years old

Work

Translink
Driver

Tenure

4 years
in service

Uncovering the challenges of public commuting through journey mapping.

Understanding the commuter's perspective and their experience when using public transportation.

User Journey Map

Insight

Using public transit should be practical, hassle-free and convenient

Commuters use public transit and anticipate a stress-free journey and efficient travel experience.

Insight

There is no option other than public transit for people to use on the daily

As society resumes its routines, many people rely on public transit for their daily responsibilities.

Insight

Contactless payment is encouraged and preferred

In an effort to minimize the spread of the virus during lockdown, many establishments (including public transportation) encouraged cashless payments.

Insight

Only few users plan their journey prior to using public transit

Switching between multiple apps and websites to find the best transit solution is time-consuming and often leads to inaccurate results.

A mobile app that generates a unique user QR code for verification and allow its user to easily manage, update, and reload their transit fares

An account management system for updating and reloading transit fares for multiple accounts with ease and a peace of mind.

A navigation tool that provides real-time updates and status of public transit vehicles, helping commuters plan their journey more efficiently.

Building an intuitive and smoother user experience by streamlining the information architecture

Design

Creating a straightforward userflow when registering and managing multiple accounts.

Design

Updating the userflow with vehicle status and live statistics for users when planning a journey.

Exploring various design directions through low-fidelity prototypes and wireframes.

Test

Translating ideas from lo-fi sketches to medium-fidelity prototypes in preparation for usability testing

Evaluating intuitiveness and efficiency by tracking user interactions through heatmaps and conducting usability testing

tools

Useberry

testers

participants

1.41 min

90%

successful

task 1

Add existing account

difficulty

60%

found it easy to do

9/10

78%

Completed

testers

participants

tools

Useberry

task 2

Find vehicle's status

9/10

90%

misclick rate

1.42 min

29%

successful

difficulty

30%

found it hard to do

Iteration

Design + user feedback = better product

User interaction with OneStop revealed the need for a high-fidelity prototype that showcases essential features and ensures ease of access for users.

Iteration

Moving into the second phase of OneStop, I’ll be refining the UI design based on the feedback and findings from the initial usability tests.

Food-for-thought

Thrive to learn and keep on moving

The process might feel messy or unorganized, and that’s okay! The key is not to obsess over perfection, but to keep up a consistent pace and momentum.

Food-for-thought

Acknowledging and learning your audience

Given the diversity of opinions and tastes, especially for a broader audience, it's essential to consider cultural, social, and economic factors. Aim to design an accessible product for all users.

Food-for-thought

Create dialogue

Asking the right questions at the right time is key. Keep an open dialogue with people to maintain a clear and grounded vision. You never know how one question can make all the difference in the long run.

Thank you

Merci

谢谢

Gracias

감사합니다

ありがとう

Salamat

ਤੁਹਾਡਾ ਧੰਨਵਾਦ

ขอบคุณ

Thank you

Merci

谢谢

Gracias

감사합니다

ありがとう

Salamat

ਤੁਹਾਡਾ ਧੰਨਵਾਦ

ขอบคุณ

Thank you

Merci

谢谢

Gracias

감사합니다

ありがとう

Salamat

ਤੁਹਾਡਾ ਧੰਨਵਾਦ

ขอบคุณ

Thank you

Merci

谢谢

Gracias

감사합니다

ありがとう

Salamat

ਤੁਹਾਡਾ ਧੰਨਵਾਦ

ขอบคุณ