amidoinitrite Design: Creation of Artifacts in Society (DCAS) Week 2 (DCAS)

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

Leave a Reply

Your email address will not be published. Required fields are marked *