How do users interpret and respond to uncertainty when planning and undertaking journeys on Irish public transport, and how do these experiences influence trust in the system?
Overview
Public transport systems play a critical role in facilitating economic and social connectivity. They reduce congestion and fossil fuel dependence while enabling access to employment, education, healthcare, and social participation without reliance on private vehicles. Today, tools have been added to public transport to reduce uncertainty and aid in journey planning. In well-functioning public transport systems these tools are there to improve the service for users.
The Problem
Despite there benifits, public transport journeys are often shaped by unpredictable variables that introduce uncertainty. Delays, congestion, weather conditions, and capacity limitations can all reduce a user's percieved sense of control and negatively impact trust in the wider transport system.
Furthermore when the tools we use to make traveling easier mask uncertainty traveling can be more difficult then ever.
Three prototypes were developed in response to the key themes and pain points identified throughout the research process, including uncertainty, trust, reliability, and over-reliance on real-time information within public transport systems.
Prototype 1 - User Flow
One aspect of journey planning that can confuse Irish transport users is the multiple different applications Transport for Ireland offer. These are often used in conjunction with one another to plan, pay for, and carry out journeys.
This lead to the idea of combining some of these applications for a more seamless planning experience.
SiteMap
Before creating any user flows a sitemap was created to understand the full scope of this new application.
Then, I moved on to creating User Journeys.
User Journey - Planning a route
User Journey - Topping up your Leap Card
Prototype 2 - Storyboard
This prototype focused on giving urban public transport users more tools when their transport isn't going their way.
Imagine with a single tap you could discover a quicker way of getting home?
Discover how NFC's can change your journey below...
Prototype 3 - Service Advertisement Video
When real-time display's at public transport stops and stations are providing inaccurate information its hard to know what to do. At busy times such as rush hour transportation can be full, delayed, or simply dissapear from boards making it hard to know where to turn or what to do.
This prototype aims to provide more context in the face of uncertainty, allowing users to view how busy the transport is, delays in the route, and estimated best and worst case arrival times.
