Public Transport - User Needs Analysis

Analysis of metro-Melbourne commuter’s needs and how well current technologies are meeting these. This was performed for a masters-level HCI course.

UX process 

Part 1: Understanding the problem 

• Conducted interviews with public transport users to understand goals, problems, issues and technology used

• Created a rich picture to understand the problem

• Created personas to understand the users  

• Created picture scenarios to understand the problem from the users point of view

Part 2: Evaluate current technology 

• Created tasks - step by step instructions of user actions and expected system responses 

• Conducted cognitive walkthrough (CWT) by performing each task and identifying if:

  • The task was clear

  • Incorrect actions were taken

  • Feedback was complete

  • Information was clear 

  • No more information was needed

  • Clear action complete

• Identified opportunities from results.

Results

Current public transport usage: 

• Weekday travel:

  • 50% work commute 

  • 50% university commute 

• Weekend Travel 

  • 83% personal commitments 

  • 17% work and personal 

  • 0% work only 

Current technology used regarding public transport:

• 83% tried some sort of Smartphone app to obtain transport information 

• 67% used an app consistently and 33% classify usage as 'frequent' 

• 50% used PTV websites and 0% used it consistently 

• 33% used non-digital resources (broachers, station based information) 

Low conversion from first time user to regular users suggested current technology was not meeting needs. 

CWT findings

• Mapping issues: confusing placement of controls 

• Poor affordances: lack of visibility and unclear iconography 

• Conflicting information: timetables were not real-time so differ due to disruptions.

Opportunities:

• Localised information

• Geolocalisation for nearby information to display

• Push information vs the current pull of the PTV app.

Artefacts created