MyBus
Client
Student project
– Yoobee College of Creative Innovation
– Yoobee College of Creative Innovation
Date
September, 2021
Brief
To create a new transport app for the Wellington transport system, completing all of the user research, sketches and prototype within a week.
Requirements
– Perform user research and develop three personas.
– Develop a Customer Journey Map.
– Produce a User Flow Diagram.
– Produce a simple Site Map.
– Present your research as a single UX Research Report document.
– Develop a Customer Journey Map.
– Produce a User Flow Diagram.
– Produce a simple Site Map.
– Present your research as a single UX Research Report document.
![](https://cdn.myportfolio.com/9cdabac0-2ab0-4fa0-9726-e87836e60556/b5324860-2177-458e-8fd0-bf2cd2883c21_rw_1920.jpg?h=ad5e1f69c7c266f5192889b40fcf6101)
![User personas](https://cdn.myportfolio.com/9cdabac0-2ab0-4fa0-9726-e87836e60556/497428e9-3cc3-41bc-9c8b-896c0c7c5c37_rw_1920.jpg?h=3314c74b7fb78da23febada47da7b06e)
User personas
![Customer journey map](https://cdn.myportfolio.com/9cdabac0-2ab0-4fa0-9726-e87836e60556/29b80ea3-25d4-4477-86b1-b3ac4b4d5f08_rw_1920.jpg?h=86ea6c35bcc5ed3b0d96a58aa88c1f8f)
Customer journey map
I conducted research on two existing transport apps—Metlink and Snapper—, and interviewed users about their current public transport experiences, current Snapper experiences and opportunities for improvements. From there I created three personas, which all included an at-a-glance demographic, their motivators, behaviours, needs and any specific requirements. I chose one persona to develop further into a customer journey map, and used this map to design an ideal user flow and site map for my transport app.
![Ideal user flow](https://cdn.myportfolio.com/9cdabac0-2ab0-4fa0-9726-e87836e60556/17baff1f-4c0c-4dec-a71d-ff2ec7059732_rw_1920.jpg?h=92df61021155ec1cb1c2eb852d9d0368)
Ideal user flow
![Site map](https://cdn.myportfolio.com/9cdabac0-2ab0-4fa0-9726-e87836e60556/e3c7f770-9ae1-4c03-a644-55c65f67b3c2_rw_1920.jpg?h=82bb42560d7ab78b5d210d47a6f02d2a)
Site map
Based on my research, I created wireframes in Balsamiq, which I then refined in Figma to be a working prototype. This prototype was then user tested, where I asked five people aged between 20–30 to login, top up, find the updates/notifications, look at the number 22 bus service, tag on with their digital card, tag off again, and view and edit their account details.
![](https://cdn.myportfolio.com/9cdabac0-2ab0-4fa0-9726-e87836e60556/5ef1adde-2fe9-4a89-8adf-0d4087151aac_rw_3840.jpg?h=8301a2a42244dd2a9cfeeb1a38237eae)
![](https://cdn.myportfolio.com/9cdabac0-2ab0-4fa0-9726-e87836e60556/d352e50f-57aa-476b-89f1-a692cb8a0cc0_rw_3840.jpg?h=73da082074e20a9b3845d35b0e6d783a)
The results of the user testing were overall positive and users would recommend the app to others. Users loved how straight-forward the app was, and found it very easy to navigate. The choice of colour palette and typography meant the information was presented clearly, and it was considered a good idea having the bus schedules, top up and tag on/off all in one app. Suggestions were made to further enhance the app, such as introducing a way for two people to tag on, and some confusion with certain semiotics and actions (ie. tap vs. swipe when tagging on with the digital card). If I was to revisit this project, these would be areas I would focus on updating.
![Mockup 1](https://cdn.myportfolio.com/9cdabac0-2ab0-4fa0-9726-e87836e60556/48b8c305-acbf-4521-841f-0e24d504331d_rw_3840.jpg?h=1ee4819e3f54a27ecbec7cfa882f664c)
Mockup 1
![Mockup 2](https://cdn.myportfolio.com/9cdabac0-2ab0-4fa0-9726-e87836e60556/de874837-417e-47d6-9973-b892fb443d06_rw_1920.jpg?h=a0909cf8032253ac5e8c79e5646123d0)