CONNECT - TFI (Transport For Ireland)
Mobile App Design
Safe, Social Travel Experiences
UX
UI
Consumer Psychology
Users of the TFI app have expressed frustration with its complexity and lack of intuitive design. The significant user dissatisfaction also includes concerns about safety and coordination during their journeys. Social travel planning, where users can coordinate their trips with others, is a critical yet often overlooked aspect. The challenge is to create a solution that simplifies this process, enhances user experience, and addresses safety concerns.
Challenge
The Connect feature - which was an unsolicited project - revolutionizes travel by integrating social planning tools that streamline coordination. It enables group planning with real-time updates, allowing users to share travel plans and stay informed about changes. Enhanced safety features, like live tracking, offer added reassurance and security, transforming the travel experience with seamless coordination and improved safety.
Solution
Chapter 1 - Think
Understanding the problem
We began with empathy mapping sessions to understand users needs and frustrations. Then conducted surveys and interviews with a diverse group of public transport users to gather detailed insights.
Three critical issues
Perceived Lack of Safety: Many users reported feeling unsafe on public transport, a concern exacerbated by a rise in antisocial behavior post-pandemic.
Inadequate Security Presence: There was a notable absence of security personnel and police presence both on public transport and at stops/stations.
Insufficient Surveillance and Real-Time Monitoring: Users felt that the existing surveillance systems were insufficient, and there was a lack of real-time monitoring to ensure safety.
Chapter 2 - Make
In response to these insights, my team and I decided to address the safety concerns head-on by developing a feature called 'Connect'. Our goal was to create a solution that would enhance users' sense of security while using the TFI app and public transport.
Safety First: Introducing 'Connect'
'Connect' was conceptualized as a feature to provide social travel planning, real-time location sharing, communication tools, and discovery elements.
We aimed to seamlessly integrate 'Connect' into the existing TFI app, despite its criticized interface, to ensure immediate familiarity and usage.
We developed low-fidelity prototypes to visualize the 'Connect' feature. Throughout we conducted usability testing sessions with users to gather feedback and iterate on the design, and refined things as we went.
Prototyping and Testing
Implementation Challenges
Adhering to the existing app's unpopular design style posed significant challenges. We had to find innovative ways to make 'Connect' stand out while maintaining coherence with the overall interface.
Implementing 'Connect' feature
Trips
Allows users to plan their travels with friends, addressing safety concerns and enabling a more social experience.
Safety Enhancement: By allowing users to plan trips with friends, 'Connect' directly addresses the sense of insecurity many users feel when traveling alone. This feature leverages the social aspect of travel, which inherently adds a layer of safety.
User Engagement: The social aspect makes travel more enjoyable and encourages more frequent use of public transport, potentially increasing app usage and user retention.
Shared Itineraries: Allow users to share detailed itineraries with friends and family, including ETAs and transport modes.
Provides real-time information on users' locations so everyone involved in the planned trip can keep tabs on one another.
Map
Real-Time Monitoring: This functionality ensures that no one gets left behind, enhancing the sense of security among users. Knowing that friends can see each other's whereabouts in real-time can deter potential antisocial behavior.
Coordination and Communication: Facilitates easy coordination and communication during the trip, ensuring that group members can locate each other easily.
Provides a chat function for users to communicate.
Chat
Instant Communication: Facilitates immediate communication among group members, which is crucial for coordination and ensuring everyone feels connected and secure.
User Engagement: The chat function makes the app more interactive, encouraging users to stay engaged within the platform rather than switching to external messaging apps.
Location Sharing: Enable quick sharing of current locations within the chat for easier coordination.
Includes a discovery element for places and things to do, encouraging travel and app usage.
Discovery
Encouraging Exploration: By highlighting interesting places and activities, the feature encourages users to explore more, thereby increasing the usage of public transport.
Added Value: This functionality adds significant value to the app by transforming it from a mere transport tool to a comprehensive travel companion.