PTV App Redesign
During this case study we were asked to redesign the current Public Transport Victoria (PTV) app. Working in a team of four we set out to test, design and implement a solution for a our ‘client’ PTV. Our goal is produce an that better supports multi — modal commuters, promote a shift towards walking and better promote ticketing information and purchase.
Challenge
To create a fully realised PTV App to enable commuters to find there way around Melbourne. An additional challenge is to use the existing brand guidelines when creating the application.
Deliverables
● Competitor/business analysis findings
● User research findings as personas, customer journey maps and supporting narrative
● Supporting documentation on ideation and iterative design process:
○ Sketches & Proof of Ideation Process
○ Proof of Design Iterations
○ User Flows
○ Site-Map
● Project presentation for a business audience
● Interactive Digital Prototype
Timeline
In-depth Look
The following is an in-depth look into the full UX process we went into. Over two weeks in a group of four we identified problems, discovered solutions, implemented designs and repeatedly tested these designs against personas and test subjects.
Current PTV App in use.
Research & Discovery
For our group to understand the PTV experience fully we needed to immerse ourselves in the app and the varying contexts that involve the app. Firstly we began by downloading the application ourselves and working our way through a series of contextual interviews with users. It was during these interviews we gathered information about their use the PTV App as well as the every day habits they using public transport.
Additional testing was run using a series of competitor apps and general conversations about day to day public transport. Our users we asked to work there way through a series competitor apps, Citymapper, Google Maps, UBER and Tram Tracker. We also looked at apps such as Authentic Weatherand Qantas Travel application for things like layout as well as tone of voice.
From here we moved into affinity mapping, to help us track trends, identify patterns and help ideate solutions. This was also an opportunity for us to start gathering information on our users to begin building out personas.
PTV Affinity Mapping
Defining the Problem
The problem following issues have been identified through the Affinity Map.
— Issues planning a journey
— No ability to track journey
— Lack of / ineffective communication about delays
— Not being supplied with alternative transportation choices
— Have no information to do with MyKi information
— No way to purchase new / top up MyKi card
The Problem Statement
“The current PTV App doesn’t allow for efficient journey planning and monitoring, provides unfiltered irregular updates about delays and doesn’t provide alternative routes and lastly has no option for a user to updated, purchase or find information in regards to MyKi’
The Solution Statement
“To resolve the current MyKi issues we planned to implement an entirely new journey planning and monitoring system, provide great information on delays through notifications and finally integrate the exisiting MyKi information from PTV’s website into an entirely new fully integrated application”
Personas
Primary Persona ~ To help with our research three personas were developed from our findings; Gillian the Freelance Art Director, Barbara the Lawyer and Samuel the Sport Manager.
Secondary Personas ~ These personas help bring to life to how the PTV App would work to address the needs and overcome the pain points of different the three types of users we had identified.
Ideation & Design
Feature Prioritisation
After we made our personas and began to bring them to life with bio’s, mood boards and traits, the ideations began. It was important to have four fully fleshed out personas before we began the ideation process. Throughout, we constantly came back to the personas and asked ourselves does this solve their problems.
Based on our user research we came up with a series of solutions and from there features that we decided to implement into our design.
These solutions and features are as follow:
— To combat our users like Gillian having issues with journey planning designing a new journey planning interface that is familiar.
— Development of push notifications and integrating PTV Twitter updates for better delays and cancellation information, this is a resolution of problems for users like Gillian and Barbara
— Our users like Gillian and Samuel need a way to be provided with alternative transportation choices, this is an integration with Google Maps.
— Pulling in the information and ability to purchase MyKi from the PTV website, this will greatly assist our users like Barbara
Site Map
User Flow
Before moving into wireframing we looked at the trend in our user interviews and contextual inquiries that had identified a confusing user flow and site map. Buttons, taps and landing pages were often seen as confusing and hard to navigate.
By conducting a content and information audit, we were able to reorder information, ideate new features and simplify the user flow. We redesigned this and then moved into wireframing.
After a strong user flow and site map had been designed we moved into rapid prototyping, each team member took butchers paper and a sharpie and drew out as many screens as possible. We looked at some of our competitors for familiarity and trends, from here we began to pull together our designs, made them consistent and had a solid foundation to begin a first round of testing.
Wireframes
After our first round of testing, using Marvelapp, we found our journey planning home screen wasn’t clear enough and went about reimagining the layout, we also had to look at our IA, consolidate and put some daylight between parts of out application. Once had this information we began to digitise our designs and looked to do more testing.
Digital Wireframes
Finally, after we developed a digital prototype based on user feedback and informed empathy from our personas. After which we conducted evaluations and user test with benchmark tasks to conclude future iteration.
My Roles
RESEARCH: I worked on competitor analysis, interviews, personas, contextual inquiry, affinity mapping and feature prioritisation.
DESIGN: Based on research, my team and I generated a lo-fi wireframe using Sketch, Invision and MarvelApp.
TESTING: I tested the usability of prototypes by designing tasks, testing with several users and iterating base on results and testing again.