CapMetro Redesign Iteration 4
In the Rapid Ideation and Creative Problem Solving class at AC4D, we have been focused on redesigning the CapMetro app. We first began this redesign by creating concept maps of the existing system and then our proposed redesign. Concept maps are used by a designer to visualize all of the components within a system and understand both the priorities and relationships these components have.
From there, we began to create wireframes which allow you to illustrate the interfaces that would help you begin to bring your proposed redesign to life. The wireframes shown below went through several iterations as low-fedelity sketches. I learned that staying low-fidelity helped me iterate and make changes quickly without feeling like I had to stick with what I had originally created.
Next, using an evaluative user testing method called, Think Aloud Testing, we took our wires and began testing them with potential users. This testing method allows the design researcher to get a glimpse into people’s working memory. People that are doing the testing can articulate what they’re doing for the researcher without affecting the outcome of the task they’re performing.
In this fourth iteration of the CapMetro app redesign, the major things I focused on changing were
- Eliminating navigation back to a previous screen when a goal such as purchasing the pass was complete. Upon receiving a confirmation message of completion, the user would be taken back to the home screen.
- Renamed the location for retrieving and using passes from “My Wallet” to “Pass Holder.”
- Added in both a keyboard and number pad to screens where the user would need to successfully fill out a form.
- Changed the button in the Pass Holder from “Scan” to “Scan to Ride.” In the previous round of user testing, users were unsure of what it meant to have to scan their pass. “Scan to Ride” is more effective at priming the user with the context of what they can do with their pass next.
The revised concept map shows that the stand alone map has been eliminated because without the context of where the user starts and ends their trip, the map really does not help add any value to the three primary goals. For the user of this app, these goals are to have a simplified way to pass purchase, trip plan and use their pass. I added in alerts to exist across My Profile and Next Bus. The user can go into their profile to adjust their alert settings for how far in advance they would like to receive an alert for their next bus whether it be 15 minutes, 30 minutes, 45 minutes or 1 hour.
During user testing, again using the the Think Aloud Testing method, different tasks were provided to the participants to help identify breakdowns in the app. These tasks included, planning a trip from your current location at The University of Texas to the Domain, selecting the route you will take and purchasing a pass for this route and finally accessing your pass for your trip and using them. The top three problems that surfaced had to do most with buying a pass from the trip planner flow and using the passes in the pass holder.
Once the user had selected their route, there was no option besides going back to the main menu to buy their pass. This happened on the first Trip Route results screen in which they thought by selecting a route, they would next be purchasing their pass. This happened again on the second Trip route results screen that included the map. Selecting the route with the map led to more granular step-by-step instructions about the route instead of a way to buy. My proposed solution for the first two problems would be to add in a Buy Pass icon or button that allows the user to leave the Trip Planner and purchase their pass.
While there was less confusion this time about where the passes were actually located, when using the Pass Holder, users were confused by not being able to identify what trip they were connected to. They would ask questions like “Is this the pass I’m using to get to the Domain?” or “Was I riding the bus for this trip?” One way that I might make this more clear for the user is by immediately showing the barcode as the first screen in the Pass Holder and naming it with the route it was purchased for.
In addition to making changes that address the top three problems identified above in user testing, for my next iteration, I will also change the Think Aloud tasks users are required to complete. Now that the wireframes are higher fidelity, I can also understand how the user would go about entering their payment and billing information from their profile and get a sense for how useful the Next Bus alerts would actually be for them in the context of successfully completing their planned trip route. All screens for my proposed CapMetro Redesign can be seen here.