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Public Transport - User Needs Analysis

Theoretical analysis of metro-Melbourne commuters needs and how well current technologies are meeting these. 

UX Process 

Part 1: Understanding the problem 

  • Conducted interviews with P.T users to understand user goals, problems, issues and technology used
  • Created rich picture to understand the problem
  • Created personas to understand the problem from the users perspective 
  • Created picture scenarios to understand the problem from the users point of view

Part 2: Evaluate current technology 

  • Create tasks - step by step instructions of user actions and expected system responses 
  • Conduct 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
  • Identify opportunities from 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% use an app consistently - 33% classify usage as 'frequent' 
  • 50% used PTV websites - 0% use it consistently 
  • 33% use 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 are not real-time so differ from 'disruptions'


  • Localised information for better UX 
  • Geolocalisation for nearby information to display
  • Push information vs the current pull of the PTV app