Beyond Data: Designing for the Rider Experience

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LJUBA MILJKOVIC Beyond Data: Designing for the Rider Experience @LJUBA

description

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.

Transcript of Beyond Data: Designing for the Rider Experience

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LJUBA MILJKOVIC

Beyond Data: Designing for the Rider Experience

@LJUBA

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.

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.We help organizations

deliver great experiences that improve people’s lives

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Technology‣ Twitter‣ Flickr‣ YouTube‣ Skype‣ Zappos‣ Blogger‣ Palm WebOS

Financial Services‣Wells Fargo‣USAA‣ Vanguard

Travel and Tourism‣ Princess Cruises‣ Rail Europe‣ Cathay Pacific‣ Vail Resorts

Consumer Brands‣ ASICS‣Nike‣ Crayola‣Hallmark‣ Sony‣ Samsung‣ Best Buy

Media & Entertainment‣ CNN‣Harvard Business

Review‣NPR‣ Travel + Leisure

Magazine‣ Bonnaroo‣Disney

Not For Profit‣ Creative Commons‣United Nations

Key Consulting Clients

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Transporter

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Master’s Thesisat UC Berkeley

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Used by thousands of people every day

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Based on research with transit riders

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Creating Transporter from the Outside In

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TECHNOLOGY

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APPS

TECHNOLOGY

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APPS

TECHNOLOGY

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APPS

TECHNOLOGY

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APPS

TECHNOLOGY

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RIDERS

APPS

TECHNOLOGY

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RIDERS

APPS

TECHNOLOGY

“When will the bus arrive

at a stop?

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RIDERS

APPS

TECHNOLOGY

“When will the bus arrive

at a stop?

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RIDERS

APPS

TECHNOLOGY

“When will the bus arrive

at a stop?

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RIDERS

APPS

TECHNOLOGY

“When will the bus arrive

at a stop?

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RIDERS

APPS

TECHNOLOGY

“How many stops before I need to get off the bus?

“When will the bus arrive

at a stop?

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RIDERS

APPS

TECHNOLOGY

“How many stops before I need to get off the bus?

“When will the bus arrive at the stop I’m standing at?

“When will the bus arrive

at a stop?

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RIDERS

APPS

TECHNOLOGY

“How many stops before I need to get off the bus?

“When will the bus arrive at the stop I’m standing at?

“I’m on my way to the train; should I pick up

the pace to catch it?

“When will the bus arrive

at a stop?

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RIDERS

APPS

TECHNOLOGY

“How many stops before I need to get off the bus?

“When will the bus arrive at the stop I’m standing at?

“I’m on my way to the train; should I pick up

the pace to catch it?

“Am I waiting for the bus on the right side of the street?

“When will the bus arrive

at a stop?

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RIDERS

APPS

TECHNOLOGY

“How many stops before I need to get off the bus?

“When will the bus arrive at the stop I’m standing at?

“I’m on my way to the train; should I pick up

the pace to catch it?

“I have two bus options. Which one arrives first?

“Am I waiting for the bus on the right side of the street?

“When will the bus arrive

at a stop?

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Prototyping

User Testing

Development

ResearchDiscovery: Transit Rider Anxiety

GOAL‣ Design a transit app to reduce rider anxiety

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Research

Prototyping

User Testing

Development

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Research

Development

User Testing

Prototyping

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Research

Prototyping

Development

User Testing

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Research

Prototyping

Development

User Testing

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Research

Prototyping

User Testing

Development

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Results of an Outside-In Approach

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LINES‣ Find arrival times for any stop or line.

Three Tabs: Organized by Use Case

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FAVORITES‣ Frequently used lines/stops‣ Compare alternatives‣ Everything on one screen

Three Tabs: Organized by Use Case

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NEAR ME‣ “When’s the bus coming to this stop?”

‣ “Where’s the closest stop?”

Three Tabs: Organized by Use Case

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I'm a long time public transit commuter, so I know most of the routes already. But the moment I saw this app tell me where on the bus line I was while I was on the 48 inbound, I was hooked. You can even get an estimate of how long till you get to the stop!”

Unique Features:Live Route

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New Technology:Real-Time Trip Planner

UNRELEASED‣ Designed but not released

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RIDERS

APPS

TECHNOLOGY

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RIDERS

APPS

TECHNOLOGY

Ljuba Miljkovic [email protected]

transporterapp.netTRANSPORTER

EMAIL