Project Brief
The current MTA Train Time app has many shortcomings that inhibit a positive user experience. After researching pain points of the current mobile application, I created a user persona to help guide a redesign concept. In doing so my user-centered approach helps facilitate an improved experience for riders by focusing on common pain points. In combination with an attractive UI that maintains the MTA branding guidelines, the final redesign creates an intuitive interface that improves the lives of commuters.
The Challenge
Commuters on MTA lines know all too well the hassle of switching between two seperate apps to ride the trains every day. One solely functions as a scheduling app, while the other is the platform in which to actually buy tickets. The frustration of navigating between both on a sometimes daily basis adds more stress to busy lives. By combining the functionalities of both apps, riders can save a few minutes a day and use their commute as a chance to catch their breaths.
Goal
The goal of this project is to develop a seamless experience for MTA Commuters that ultimately makes their lives easier.
MTA Commuters currently have to switch between 2 seperate mobile apps in order to accomplish a single task.
Research
To gain an understanding of who the general users of the MTA mobile apps are, I conducted a Google Forms survey distributed via social media. The information received revealed that a majority of respondents were commuters in the 25-45 age group. Given the limitations presented by a global pandemic, in-person interviews of some survey respondents had to be substituted by phone interviews.
Interview Questions:
- What is your past experience when finding and buying a MTA train ticket?
- What are your likes and dislikes about your experience finding/buying tickets with the MTA Train Time and MTA Ticket apps?
- What are some important features that you wish you had in those apps?
Interview Findings:
- Finding and buying train tickets can be a pain because you can’t do both in the same app.
- Respondents wish that they can book out their weekly commutes in advance, and plan these trips ahead of time.
- Adding tickets directly from search results would help save time and effort.
User Persona
A user persona was developed to serve as an archetype of RecipEZ’s target user. The persona served as a guideline for all design decisions and provided a clearer vision to satisfy user needs.
User Journey Mapping
In developing a user journey map, I am able to uncover the motivations, pain points, and emotion that a user experiences with the current MTA Apps. Using the user persona as a framework, the information uncovered in this stage allows me to move forward with ideating solutions in later phases of the project.
Brainstorming
Following the research of the first two phases, I synthesized my data and findings to start brainstorming solutions. I started with examining areas of opportunity identified by my User Journey Map to complete a more detailed Value x Complexity Matrix.
Value x Complexity Matrix
Given the time constraints to complete the project in 4 weeks, I used a Value x Complexity Matrix to prioritize the most important issues first. I chose to address the High Value & Low Complexity first and then moved clockwise through my chart.
Wireframes
After some quick paper prototype drawings, I finalized some of my ideas into lo-fi wireframes in Figma. At this stage, the focus was solely on functionality and usability rather than aesthetics.
Prototypes
After reviewing my wireframes with some quick usability testing, I began developing my prototype app pages. I built out the functioning prototype in Adobe XD, which you can view here.
Usability Testing
While I conducted a good portion of usability testing in the lo-wi prototyping stage to rid any issues early on, I still conducted some more tests after building my XD Prototype. Users were given tasks to complete out loud, while I observed carefully, taking note of any problem areas. In doing so, the delivered product is validated by real users to provide the most effective experience.
Final Screens
After these final tests, I was ready to implement my User Interface design. My final product is consistently inline with the existing MTA brand guidelines, and emphasizes the goals of the UX design.
Going Forward
Hypothetically if this project were met without time constraints or COVID Limitations, I would like to revisit my design in the future after conducting a broader scope of research across many more respondents. While my results are undoubtedly accurate, my social media reach in conducting surveys is fairly limited, and I would be interested to see how the UX might expand to a wider audience of users.