Giving Metro riders the information they want,
when they want it.
Responisble for: UX strategy user research, information architecture, personas, UI design, and testing.
After 5 years without a refresh, Metro contracted out the design and build of GoMetro 4.0. The release was instantly met with negative feedback due to unreliability, poor functionality, and bugs throughout the app.
The poor build quality of the app made it untenable to try and salvage, and it made more sense to rethink the approach of what the Metro app should be. It was clear to the team that a ux design approach needed to be implemented here because rider’s needs were not being met.
I decided on the below list of apps to compile a feature inventory because some are directly related to the concept and some are a bit more loosely relevant, but are enjoyable, and useful. I began with a list of seemingly obvious features I’ve seen in transit apps. I downloaded all the app’s listed and went through them one by one, adding features as I found them when I felt they weren’t specifically unique to any one app. It seems a little difficult to really get a feel for these apps unless I am actually using it or the intended purposes.
Current, regular bus riders in Los Angeles.
Young Angelenos familiar with the public transit system who are not yet of the age to drive.
User Interview Questions
- Can you tell me about the last time you rode the bus?
- What steps do you take riding the bus on routes you are familiar with? And unfamiliar?
- What do you like about riding the bus? Dislike?
- Can you tell me about an ideal experience riding the bus?
- Can you think of the worst experience you had riding the bus and tell me about it? Follow up: Uncover how they attempted (whether they were successful or not) to overcome this negative situation.
- Are there buses you tend to avoid or dislike taking? Why?
Created after conducting rider interviews.