Our client-Citymapper

Citymapper-Challenge #1

Coco Griffin
5 min readJan 2, 2021

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My first design for Ironhack

At first glance, our clients app, Citymapper suggests it's an app for the “ultimate transport.” The app is accessible on mobile, and desktop devices. Although there are numerous options for walking, bike, bus, metro, rail, e-scooter, and cabs are available, I found as a first-time user the app very easy to navigate through. This is my first assignment with my bootcamp, Iron Hack, as a UX/UI designer. I will be using the “design thinking” mindset, and the 5 stages that involve that mindset, to connect our clients and users problem effeciently and effectively with a prototype to address the problem. These five stages include the following: empathize, define, ideate, prototype, and test.

Step #1

Empathize

(Understanding the user and problem by use of interviews, personas, etc. address the who and what of the problem)

At first glance, Citymapper, suggests it’s an app for the “ultimate transport.” There are numerous options for both public (metro, bus,rail, and cab), and private (e-scooter,cabs, bike, walking) available with cost allocated for your preferred selection. Citymapper started in London in 2011, and had added a second city location in New York in 2018. Now, why is this tidbit of information important you may ask? Well major metropolitan cities like London, New York, San Francisco, and Los Angeles, have a population with heavy reliance on public transportation. Be it for work, school, entertainment, or leisure. Also, our interviewees all are from the San Francisco/Los Angeles region and don’t have experience with Citymapper, but have alot of experience with other forms of public transportation apps/kiosks.

To properly empathize with our audience I felt it necessary to have a vast array of demographics from my interviewees. Although with my interviewees, demographics were drastically different from each other in age ranges (age 18–76 years), educationally and social backgrounds; there was a common factor with each of them. They each expressed the problems they have faced with purchasing multiple tickets for public transportation, as well as the issues with systems that were outdated and not allowing mobile pay options. Our client, as well as our users expressed difficulty with kiosks and queues while purchasing various tickets for the different modes and trips with public transportation (with Citymapper app). So this is where “the rubber meets the road” in our common problem.

(The below graph shows the relevance of the areas our interviewees reside and use public transport)

Graph compliments of ggwash.org -2017 charts showing relevance of public transportation to general pop. in metro areas

Define (addressing the challenges/problems of our users from our users)

While Citymapper has a very effective and user friendly app., the main pain point for the company, and a majority of its users are the tickets. The amount of tickets needed to buy, especially when traveling abroad, have caused a ripple effect of quarrelsome scenarios.

Our users would have to buy different transportation tickets just to get from point A to point B. Tickets would get lost, which means users would lose money. Queues would become problematic because of in operation. Distressed customers would become argumentative and hostile while waiting in long lines .Then pile on the tension and confusion that's associated with these issues while continuing your day, before going into work, school, or being dragged to a shopping excursion you never wanted to be a part of. This issue needs to be addressed immediately to give our users the most satisfying public transportation experience they can possibly have. We will attempt to do that with our prototype, RYDER.

Ideate

To address the vast array of experience I felt it necessary to have a vast array of demographics from my interviewees. Although with my interviewees the demographics were drastically different from each other in age ranges (age 18–76 years), and walks of life, there were some very common factors with each of them. The first was that they all lived in a city metropolis heavily reliant on public transportation (San Francisco/Bay Area). They each expressed the problems they have faced with purchasing multiple tickets for public transportation, as well as the issues with systems that were outdated and not allowing mobile pay options. The interviewees expressed their feel of creating a bill less, paperless option, not only for safety but for speed and efficiency.

Prototype (Ryder app.-pictures below)

To ensure efficiency Ryder also includes a Security screen (screen #4) that offers live agent chat, phone support, and for emergencies, contacting the authorities as an option. Safety was the one of the concerns associated with the desire for a paperless option, that continuously came up with our Test stage with our users, so I included that within our Ryder app as a separate feature in the event that our user felt vulnerable while checking the app in route to their destination. There is the sos blackout screen option available at the bottom right corner of each screen. This added feature is to ensure safety and tracking of account activity each trip, along with an email confirmation for the final price of the trip sent directly to the user with a confirmation number. Ryder also offers a separate screen (screen #3) with detailed information of the trip and total cost available as well. Ryder is not only an app but is also accessible by PC as well.

For working professionals who use public transport for work and school Ryder includes not only links for credit cards, and bank accounts, but also for apple pay, samsung, venmo, paypal and cash app (screen #2). The user will use Screen #1 and Screen #2 the most since they present the QR code that will be scanned for payment/admission of each trip.

Test (test out prototype with real users i.e.interviewees and go back to previous steps to refine prototype)

When testing my young to old audience I consistently came to the hurdle of safety, so although not part of the assignment, safety/efficiency was addressed to create a friendly and comfortable experience for my users. Although I personally didn’t know how these features would help I noticed a distinct flow when my users attempted to “mimic” use of the prototype Ryder. I conclude that although Ryders current stage is a rough draft that some concrete resolutions were made to address both client and users problems.

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Coco Griffin
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Christian and mother of six thats been through all of lifes hicks