CapMetro

Ask

In 12 days, improve Austin’s CapMetro app by providing users with live, current trip data.

Role

User Experience Designer
Project Manager
Information Architect Lead

As Project Manager I led the team through every phase ensuring each objective was met on time, while still allowing full creative freedom from each member.

  • Created a project timeline for deliverables

  • Led whiteboard sessions to solve problems

  • Gently, but firmly brought the team back on track after scope creep

  • Managed and organized all files and deliverables

Overview

Austin’s Public Transportation app, CapMetro, allows you to purchase tickets, find the nearest bus stop, and give estimates for bus arrivals.

However, once someone is on the bus, the amount of data becomes virtually non-existent. This can be detrimental for professionals and students who rely on accurate data to get them to their stop on time.

Research

User Quotes

  • "Not to mention that if you do get your trip scheduled it might not be the fastest or simplest route."

  • "I can't make a purchase and I can't see my stored credit card, so there's no way to see if the info is correct or not."

  • "So you're saying an organization that receives a $110 million dollar annual taxpayer subsidy provides sub-standard service?"

Designing for the User

  • Minnie, 19, College Student

  • Wants an easy way to send the bus' live ETA to her partner

  • Needs to see exactly what time she is going to arrive at school

  • Does homework on the bus and needs to be notified when to get off

User Journey Map

The original app rushed and confused users, adding more stress to the experience of public transit.

Journey Map (FINAL).png

Competitive Analysis

CapMetro lacks many key features that would allow it to compete with today’s most popular transportation methods.

Competitive Analysis.png

Proposed Solutions

  1. Successfully integrate a feature that provides users with accurate data throughout their entire experience.

  2. Provide access to their current location, and current bus information, and have an overview of their chosen trip.

  3. Live trip and map data will be accessible until and after the user arrives at their destination.

Heuristic Analysis

User Control and Freedom

  • No home screen or back buttons

  • Lines too close, you can easily click on the wrong thing

Consistency and Standards

  • Trip Planner and Next Departure have the same information

  • Store and Ticket page are separated

Help and Documentation

  • No help feature

  • Impersonal onboarding

Visibility of System Status

  • No completion feedback

  • No clear steps

Through user interviews, a competitive analysis, and a heuristic analysis, we chose four key elements for our redesign.

  • Sharing ETA
    Users can send their live trip status to friends who will be updated with their arrival time

  • Live Trip Status
    Allows users to view where they are and what time they'll reach their destination

  • Live Traffic Data
    Enables users to view timing and causes of traffic conditions

  • Smart Location
    If the user doesn’t use the app to get onto the bus, our location service will automatically connect them to their trip

Series CM T.png

Impact

After our redesign, we chose to pitch the ways our changes would increase ridership for CapMetro.

  1. Our app redesign, which creates a simple and intuitive experience, would increase app use

  2. Increased app use allows for more rider data and visibility

  3. An elevated app experience makes it easier for riders to purchase tickets, improving revenue

  4. More Austinites shifting to CapMetro for their commutes would reduce carbon emissions, as well as help with Austin’s growing traffic problem

Reflection

Through our research, we were able to find that simply adding a live trip feature was not going to solve the problems our users were experiencing. We needed to completely redesign the app to provide an intuitive flow and stress-free experience.

Doing this in 12 days provided a tough, but rewarding challenge. Using information architecture and mapping user flows allowed us to restructure in a way that allowed the user to accomplish their goals quickly and effectively.

In the end, it was important for us to focus on the impact our redesign would have on CapMetro as a business and its’ place in the City of Austin. Providing an app that increases CapMetro’s usage and improves the user’s experience is what we were able to accomplish in this short amount of time.

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