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 (!).

Interviews

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?

Michael	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

 

Sam	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.

 

Jan	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.

 

Mary	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

 

Joan	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.

 

Tre	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