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Beyond Data: Designing for the Rider Experience

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Presented at the Oregon Transit Conference on October 25, 2011 …

Presented at the Oregon Transit Conference on October 25, 2011

See my post about the talk: http://adaptivepath.com/ideas/ux-in-public-transit

You can see the video there too.

Published in: Design, Business, News & Politics

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  • 1. Beyond Data:Designing for the Rider ExperienceLJUBA MILJKOVIC @LJUBA
  • 2. .
  • 3. We help organizations deliver great experiences .that improve people’s lives
  • 4. Key Consulting ClientsTechnology Travel and Tourism Media & ‣ Twitter ‣ Princess Cruises Entertainment ‣ Flickr ‣ Rail Europe ‣ CNN ‣ YouTube ‣ Cathay Pacific ‣ Harvard Business ‣ Skype ‣ Vail Resorts Review ‣ Zappos ‣ NPR ‣ Blogger Consumer Brands ‣ Travel + Leisure ‣ Palm WebOS ‣ ASICS Magazine ‣ Nike ‣ BonnarooFinancial Services ‣ Crayola ‣ Disney ‣ Wells Fargo ‣ Hallmark ‣ USAA ‣ Sony Not For Profit ‣ Vanguard ‣ Samsung ‣ Creative Commons ‣ Best Buy ‣ United Nations
  • 5. Transporter
  • 6. Master’s Thesisat UC Berkeley
  • 7. Used by thousandsof people every day
  • 8. Based on researchwith transit riders
  • 9. Creating Transporterfrom the Outside In
  • 10. TECHNOLOGY
  • 11. APPSTECHNOLOGY
  • 12. APPSTECHNOLOGY
  • 13. APPSTECHNOLOGY
  • 14. APPSTECHNOLOGY
  • 15. RIDERS APPSTECHNOLOGY
  • 16. RIDERS APPS “TECHNOLOGY When will the bus arrive at a stop?
  • 17. RIDERS APPS “TECHNOLOGY When will the bus arrive at a stop?
  • 18. RIDERS APPS “TECHNOLOGY When will the bus arrive at a stop?
  • 19. RIDERS APPS “TECHNOLOGY When will the bus arrive at a stop?
  • 20. RIDERS APPS “TECHNOLOGY When will the bus arrive at a stop? “ How many stops before I need to get off the bus?
  • 21. “ When will the bus arrive at the stop RIDERS I’m standing at? APPS “TECHNOLOGY When will the bus arrive at a stop? “ How many stops before I need to get off the bus?
  • 22. “ When will the bus arrive at the stop RIDERS I’m standing at? APPS “ I’m on my way to the train; should I pick up the pace to catch it? “TECHNOLOGY When will the bus arrive at a stop? “ How many stops before I need to get off the bus?
  • 23. “ When will the bus arrive at the stop RIDERS I’m standing at? APPS “ I’m on my way to the train; should I pick up the pace to catch it? “ TECHNOLOGY When will the bus arrive at a stop? “ How many stops before I need to get off the bus?Am I waiting for the bus on the right side of the street?
  • 24. “I have two bus options.Which one arrives first? “ When will the bus arrive at the stop RIDERS I’m standing at? APPS “ I’m on my way to the train; should I pick up the pace to catch it? “ TECHNOLOGY When will the bus arrive at a stop? “ How many stops before I need to get off the bus? Am I waiting for the bus on the right side of the street?
  • 25. Research Discovery: Transit Rider AnxietyPrototyping GOAL ‣ Design a transit app to reduce rider anxietyUser TestingDevelopment
  • 26. ResearchPrototypingUser TestingDevelopment
  • 27. ResearchPrototypingUser TestingDevelopment
  • 28. ResearchPrototypingUser TestingDevelopment
  • 29. ResearchPrototypingUser TestingDevelopment
  • 30. ResearchPrototypingUser TestingDevelopment
  • 31. Results of an Outside-In Approach
  • 32. Three Tabs:Organized by Use CaseLINES ‣ Find arrival times for any stop or line.
  • 33. Three Tabs:Organized by Use CaseFAVORITES ‣ Frequently used lines/stops ‣ Compare alternatives ‣ Everything on one screen
  • 34. Three Tabs:Organized by Use CaseNEAR ME ‣ “When’s the bus coming to this stop?” ‣ “Where’s the closest stop?”
  • 35. Unique Features:Live Route“Im a long time public transit commuter, so Iknow most of the routes already. But themoment I saw this app tell me where on thebus line I was while I was on the 48 inbound, “I was hooked. You can even get an estimateof how long till you get to the stop!”
  • 36. New Technology:Real-Time Trip PlannerUNRELEASED ‣ Designed but not released
  • 37. RIDERS APPSTECHNOLOGY
  • 38. RIDERS APPS TECHNOLOGY TRANSPORTER transporterapp.net EMAILLjuba Miljkovic ljuba@adaptivepath.com