UX Case Study# 3: Responsive Interface Design (Transportation).

Overview.

Using these tools, we came to the conclusion that the primary reason users prefer the train is because of convenience and pricing. What users need is a more efficient notification system regarding the trains’ schedules and delays. The data would also indicate that passengers prioritize safety and a peaceful environment when they commute by train.

Scope of Work.

Hypothesis:

Problem Statement.

Goal of research.

Affinity Mapping.

Overview.

Takeaways:

  • Passengers hate the unpredictable delays.
  • Passengers prefer a quiet, peaceful ride with few interruptions.
  • Crowds and noisy environments are a deterrent for most passengers.
  • People prefer the train because it’s fast, cheap and convenient in comparison to other modes of transport.
  • Passengers enjoy listening to music or using social apps on their phone throughout their commute.

Persona.

Journey Map.

Overview.

Takeaways.

  • It would be helpful to provide real time information of the number of people at the station, overcrowding data, and train delays.
  • Users enjoy having a mobile application to purchase and show tickets.
  • Gretta opts for the train because it is affordable, accessible, and quick.

Revised Problem Statement.

Insight.

Problem.

Goal.

Feature Prioritization Matrix.

Overview.

Takeways:

  • We discovered that the feature which provided the most value for effort was ‘Updates From Other Passengers’.
  • The tracking feature would be easier to implement than originally thought given that satellites were doing the bulk of our work for us.
  • 79% of New Yorkers own a smartphone. 41% are iPhone users and in many other cases QR Code scanners are either faulty or they aren’t built into the phone at all.

Moscow Map.

Overview.

Takeaways:

  • passengers prioritize a peaceful commute above all other factors when taking the train.
  • Passengers want the fastest route for their commutes.
  • We discovered that NJ Transit trains, on average, were only late or delayed 6% of the time throughout 2020.

Design Studio Documentation.

Overview.

Low-Fi Sketches.

Mid Fi Wireframes.

Takeaways:

  • Design Studio was extremely helpful and collaborative in designing and refining a feature onto a page through the iterative process.
  • Extracting the best ideas from each person and combining them into one entity allows for us, as designers, to break free of our comfort zone and create an innovative product.
  • Observing other teammates’ features and hearing the justification for those features during their pitch helped us to learn from each other.

Prototype.

Overview.

Prototype link: https://www.figma.com/proto/SAxMo8J2AeZeXtZnbSqbTP/Untitled?page-id=0%3A1&node-id=86%3A11&viewport=3278%2C-1905%2C1.284693717956543&scaling=scale-down&hotspot-hints=0

Takeaways:

  • Our prototype has proven to deliver an easy and efficient navigation flow for users.
  • The wording of our prototype needs to be modified for the better understanding of users.
  • We need to enlarge text and boxes so users can have a better view of texts.
  • Hi-fidelity prototypes are crucial in understanding the natural user flow and thought process when using a website to complete a task.
  • The “real life” details on the website allows for concentrated research and focus on targeted elements on the prototype.

Desktop Web Prototype.

Desktop Prototype Link:

https://www.figma.com/proto/wrslUDaKdYokuGl0a07Tjt/Train-Desktop?page-id=0%3A1&node-id=9%3A44&viewport=254%2C394%2C0.05473102256655693&scaling=min-zoom

Scorecard.

Final Recommendations:

  • Address pain points users identified and showed by redesigning and doing another round of usability testing.
  • Reconsider the labeling for “Train Info” and “Tickets” on the home page.
  • Validate that users understand the difference between “Live Passenger Updates” and “Notify a Ticket Master” in the next round of testing.
  • Provide a description and reason for the QR code and the barcode number on the same screen through an icon or help button when trying to notify a ticket master.
  • Integrate ways for users to find their own alternative routes on the “Train Information” page.

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