Tag Archives: data


I’m interested in the teaching and learning as well as art applications of this technology. What’s interesting about this as an exercise is the wasted opportunity to celebrate and showcase respondents of their input into the data gathering and research process. Metro and Monash could have actively showcase the exercise by representing the number of passengers/users on the platform in a creative way, personally and publically – on their device and on large screens and through speakers. Doing this may mitigate some of the possible resistance by passengers who only find out about their contribution to research after the fact – they see a small sign that gives them an option of opting-out by turning-off their WIFI (and therefore disabling their own WIFI connectivity – work/study), which isn’t really fair.


Who is conducting this trial?

This trial is a joint initiative between Metro, Public Transport Victoria (PTV) and Monash University.

What is this trial about?

Metro, PTV and Monash University are conducting research to gain real time data of passenger numbers on platforms at Richmond station and on board trains travelling from Richmond across the network.

This is about using technology to provide better information to improve the services we provide to customers.

What will the trial do?

Information will be collected on how people are using Richmond Station by counting the number of Wi-Fi enabled devices on the platforms and trains.

As a result of this collection of data, Metro will be able to further analyse how it can improve the customer experience by:

collecting data to better inform future network service planning
improving information available at stations and allocation of customer service staff
Identifying crowd movements on and around platforms
providing customers with a better overall service

When will the trial take place?

The trial will commence on the 17th of February 2017 and run until the 30th of June 2017.

Where will the trial be conducted?

The trial will focus only on passenger flow on platforms 7,8,9 and 10 plus the concourse at Richmond Station and on board four trains.

All areas where this technology is active will be clearly marked to advise customers.

How does it work?

Wi-Fi routers will be installed on platforms 7,8,9 and 10, plus the concourse at Richmond Station and on four trains. These devices will be able to count the number of active Wi-Fi devices in the vicinity of these platforms.

How can I opt out?

All you need to do is to turn off the Wi-Fi on your personal device and you will not be included in this trial.

Can you access my personal information from my electronic devices?

No. Personal information is never traced or tracked.

Your devices unique identification number (MAC address) is put through two levels of encoding. This ensures your personal information cannot be traced or tracked.

How will I know what trains I’m being tracked on?

All trains where this technology is active will be clearly marked with posters to advise customers.

Will I start being registered as soon as I step on one of the 4 trains or only when we approach Richmond Station?

The technology counts the number of active WiFi devices on board the trains regardless of their location on the network. However during analysis only trains that travel through Richmond station will be considered.

Who has access to this information?

The number of devices will be the only information collected. Your personal information is never traced or tracked and will remain completely anonymous.

The raw data is only held by Monash University and will be deleted 90 days after finalisation of the trial. The statistical information will be used to gauge the accuracy of this technology and will be shared with Metro and the PTV.

How can I get more information?

For more information you can contact the PTV call centre: 1800 800 007

Passenger advisory in context.


Detail of the exceptionally small notice advising passengers that they’re part of a trial.

Question 2.2: User needs

The Question 2.2: User needs homework for Week 2 of Design: Creation of Artifacts in Society required me to interview at least five different individuals who I believed share my user experience gap and then identify their user needs. I was also required to:

  • refine the gap I’m addressing with a single statement
  • create a list of at least 30 user needs arranged into a hierarchy of primary and secondary needs
  • indicate one or more latent needs and label them with an exclamation mark (!).


For my interviews, I asked Melbourne public transport users to share their thoughts on the existing ticketing system by asking them the following questions.

  • What do you like about the Myki ticketing system?
  • What do you find easy about using the Myki ticketing system?
  • What don’t you like about the Myki ticketing system?
  • What do you find difficult about using the Myki ticketing system?
  • What suggestions for improvements do you have?
  • Updating credits online for yourself and the family.
  • One card that can be carried in the wallet.
  • Quick swipe at the station, this can be efficient.
  • If the card is lost can lose the credit.
  • Not good for casual visitors and tourist to Victoria.
  • Poor customer service for problems solving
  • Sometimes the system cannot take bank card payment and you have to wait for a single customer service person to serve you
  • Cumbersome to resolve incorrect payment – you have to send the card into the office for credits
  • If large group of people can slow down swiping
  • Myki could become an app for your phone
  • Cleaner machines
  • More support staff


  • Don’t need to buy ticket.
  • Can add credit online.
  • Card requires physical contact with reader which is sluggish, turgid and often doesn’t work.
  • Congestion at turnstiles caused by large group of commuters swiping their cards.
  • Large group of consumers at turnstiles.
  • Option for smartphone app.
  • Transaction without contact with reader.


  • Single card.
  • Adding credit online.
  • Making physical contact with the reader (Can be difficult on crowded bus).
  • Adding credit at stations – Switching from display to EFTPOS swipe is cumbersome.
  • Finding a functioning card reader on a bus.
  • Contactless payment.


  • Don’t have to buy paper ticket (Although I did use yearly train pass when they were around).
  • Sometimes swiping the readers can be easy (inconsistent).
  • Managing large crowd of consumers through turnstiles.
  • Malfunctioning readers can make it difficult to use transport.
  • Smartphone capability


  • Single card. Don’t need to buy different tickets for different zones within Melbourne’s public transport system.
  • Adding credit online.
  • Swiping the card can be sluggish, inconsistent and take a few times to engage properly.


  • Accessing card readers on a crowded bus, then being able to quickly scan card on departure from bus.
  • System that didn’t require direct/prolonged contact with the card.
  • Ability to pay with smartphone.


  • Convenience of non-paper ticket.
  • Topping-up credit online.
  • Card readers can be slow.
  • Crowds waiting to go through turnstiles.
  • Inconsistent swiping with Myki card reader.
  • I’d like (option) to integrate my smartphone.

Refinement of my user experience gap

A solution that reduces crowding at card readers/turnstiles (transaction points such as buses and railway stations) and supports an efficient and affordable contactless ticketing system for public transport.

List of primary and secondary user needs

  • The solution functions across Melbourne’s suburban and regional public transport network
    • Can be used on trains, trams and buses
  • The solution reduces crowding at entry/access/pay points
  • The solution makes it easier to enter/exit public transport
  • The solution makes it easier to pay for public transport at point of use 
  • Solution incorporates commuters’ smartphones to make payment
    • Uses small amount of smartphone resources (Battery, storage space, processing, GPS)
    • Works on iOS/Android/Other (Device agnostic)
    • (!) Works/credit can be shared across a user’s multiple devices
    • Makes payment with/without user’s consent
    • Makes payment based on usage/location trends
    • Uses  smartphone accessibility functionality (touch/voice commands)
    • Affordable
    • (!) Available in languages other than English
    • (!) Permits available credit to be transferred from user to user
    • Integrates with other smartphone/web services
    • Functions/makes payment with network connectivity
    • Functions/makes payment without network connectivity
    • (!) Can make payments for multiple commuters (Family groups or travelling partners) on a single device
    • (!) Can offer travel/trip/route/timetabling advice to help avoid congestion and plan travel
    • Can offer service updates
  • The solution is unobtrusive and easy to use
    • Credit can be easily updated online
    • Requires minimal user effort
    • Automated features (Optional)
    • Can uses alternate payment  methods (direct debit/credit card/paypal)
    • Does not require direct contact with reader at pay points
    • Easily provides evidence of user’s transaction/payment when required