Our goal with this project was to to identify key areas of dissatisfaction within the entire CityBus experience and facilitate iterative redesigns. To accomplish this, our first step was to identify CityBus channels and touchpoints, to get a foundational knowledge of the bus service. To do this, we observed the CityBus service in action and conducted research on social media sites about student complaints about the bus service. We also looked at app store reviews for the MyCityBus app. Once we got a foundational knowledge, we conducted usability testing on the app to see how users navigate it and perform simple tasks. From this, we identified painpoints users had with the service and made an experience map to illustrate these painpoints.
Our second step was to identify the most important painpoints users had with the service to design for. To do this, we conducted contextual inquiries, guerilla testing, and a user survey, and pooled those results into our experience map to find the most important pain points. We also conducted a stakeholder interview with the CEO of CityBus to identify what changes they would actually be able to implement.
Finally, we took all of our most important pain points and made sketches for each one. After getting feedback from a group critique, we made our first designs and iterated on them after more feedback. We unfortunately ran out of time to do user testing on our designs, but that would have been our next step.
