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PTV APP REFRESH

UX/UI REDESIGN

2020

Melbourne ranked as the world's most liveable city for seven years in a row, from 2011 until 2017, despite this the primary PTV app which assists with navigating all public transportation across the state has average rating of 3.5/5 stars for android and 2.1/5 stars for IOS.
Upon review its clear that users are facing a lot of unnecessary difficulties while using it.
Based on figures published in the annual report in 2017-2018, the PTV apps were used on average 714,000 times per month.

To keep up with its ever growing presence, I refresh the usability of this app as following key features:

Dashboard

    • Search box in dashboard
    • Route history and last searching checking
    • Myki Balance
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Search Result

    • Route option usability improvement in search result
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Route Detail

    • Route detail usability improvement
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EVALUATION OF USER EXPERIENCES

User reviews catergorised into the following 4 categories gave direction of how to improve user experience for the app: incorrect information, Link with myki, App navigation and Route suggestions.

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783 REVIEWS

40% of complaints were regarding incorrect time/information.

30% of complaints were regarding the app not being able to link with myki.

20% of complaints were regarding Information architecture improvement that could break down into:
- Difficulties with finding the fastest route.
- Difficulty navigating the homepage - not user friendly for first time user.

10% remaining complaints were primarily regarding App bugs.

Incorrect information

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Most of the users felt incorrect times were displayed, especially “arrive time”. An accurate “arrive time” would eliminate confusion.

Link to Myki

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In most reviews, users compare with other transportation apps, such as Sydney Opus. There is an expection of PTV having one of their favorite feature- “top up myki on mobile app” which is nonexistent.

Information architecture

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There are many varied complaints regarding missing features and information.
The most common of these are the following: a lack of suggested routes, information is difficult to intuitively discover and previous routes not being saved or easily accessible.

VALIDATE THE DATA

Before starting the redesign of the app, I needed to validate user reviews and ensure time isn’t wasted focusing on unnecessary changes created by misinterpretation of the data.I investigated the current PTV app imitating the perspective of the user, using the reviews to discover and define key pain points which cause user difficulties within the app.

Incorrect Information