PTV App redesign
Improving Victoria's Public Transportation Digital App.
Public Transport Victoria (PTV) is a mobile app that offers real-time updates on public transport and personalised notifications, as well as optimising fare structures for PTV users. This enhances users' daily travel experience with PTV. Client: Public Transport Victoria (PTV)
Location: Melbourne
Year: 2023/ Category: Mobile App
Timeline: 4 Weeks
My Role
Empathise, Define, and Ideate Part 1, weeks 1-2: Market Research, User Interviews, Comparative Analysis, Competitive Analysis.
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Prototype and Test Part 2, weeks 3-4: Developing and refining one of the most promising digital concepts from Part 1. This involved creating wireframes and prototypes.
What is the Current problem?
Public Transport Victoria (PTV), is the state government department that oversees Melbourne's transport network, including the Myki travel payment system. PTV supports millions of people getting around Melbourne safely and reliably.
However, since COVID and the much-publicized Myki issues, ridership isn’t close to what it could be. While PTV’s problems are complicated and multi-faceted, PTV believes that improving its digital offering via its website or digital apps could lead to quick-win improvements in ridership.
PTV’s Goals
PTV wants to increase ridership, particularly during off-peak times.
Decrease traffic congestion and increase revenue for the city of Melbourne.
Improve its digital offering via its website or digital apps.
Insight Part 1
Successful Public Transportation Apps in the World:
These apps generally utilise real-time data, GPS technology, and integration with transportation systems to provide accurate and up-to-date information to users. They aim to improve the overall travel experience by offering convenience, accessibility, and personalised features to make navigating the transportation network easier and more efficient.
Insight Part 2
Common problems About Ticket Payment
Common problems with the previous Myki system included limited options for travel if the card was forgotten, difficulties in topping up balances, and card expiration.
What problems can be identified from the
Current Journey Map?
Research/Plan
Traveling with tram and train
Notification
Arrived workplace
Possible Soulutions
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Push notifications for transportation delays, ensuring time-saving travel.
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Off-peak events so that make public transport more affordable and Increase ridership.
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Reward system.
Push notifications for off-peak transportation delays, ensuring time-saving travel.(for example suggest alternative routes or transportation modes to users based on real-time data. These alerts help users optimize their travel time and avoid potential delays or congested routes, enhancing their overall travel experience.)
Off-peak discounts for events and exhibitions, making public transport more affordable.(Mobile App Notifications;Send push notifications to users , highlighting the discounted fares and reminding them of the advantages of traveling during these times.)
What the User Think?
User testing and iteration
User testing in this phase gave us significant insights into how people would use our re-imagined app on the go. Examples of our changes include:
Push notifications
Reward System!
Off-peak events
Journey Map
Outcome!
How did we change the PTV app?
1.Understand User Behavior
2.Encourage App Adoption
3.Personalize Notifications
4.Promote Events and Festivals
5.Emphasize Cost-Effectiveness(By offering flexible fare structures and discounts during off-peak hours)
6.Enhance Real-Time Navigation
7.Embrace User-Centric Design
8.Strengthen Public Transport Experience
What is the real problem of current PTV app?
PTV needs to provide up to date and reliable services on their digital apps, while encouraging public transportation usage, especially during off-peak time.
Final Prototype
Here’s the first predicted outcome we’re designing for PTV!
Inside on Interview!
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What are the common modes of public transport used by individuals in these cities?
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What are the key issues faced by users while using public transport?
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How do users perceive the existing transport apps and what improvements do they desire?
Preference for contactless payment options and digital cards, especially for Myki and Opal cards.
Public transport usage varies depending on peak and off-peak hours; generally avoids peak hours due to crowding.
Uses various apps (Google Maps, PTV) to navigate and check real-time updates for public transport; prefers simple, intuitive interfaces.
Experience with delays and disruptions, especially during rainy weather; would appreciate more reliable and accurate updates on apps.
After synthesizing the pain points and users' needs & goals from all the research, we created a persona that specifically focuses on the pain points.
Defining The Problems
How Might WE?
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How might we provide real-time updates for PTV users, so that they can access up-to-date navigation information to Upgrade their Daily Travel Experience with PTV and increase ridership?
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How might we personalize notifications for PTV users so that they can get Live Traffic Updates, delays, and relevant information to Enhance their Daily Journeys with PTV?
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How might we offer fare structures for PTV users so that encourage them to use public transportation, especially for events and Festivals in off-peak time?