Redesigning the
GoMetro App

Giving Metro riders the information they want,
when they want it. 

 

Responisble for: UX strategy user research, information architecture, personas, UI design, and testing.

 

 

Background

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.

Feature Inventory

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.

Target Audience

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

  1. Can you tell me about the last time you rode the bus?
  2. What steps do you take riding the bus on routes you are familiar with? And unfamiliar?
  3. What do you like about riding the bus? Dislike?
  4. Can you tell me about an ideal experience riding the bus?
  5. 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.
  6. Are there buses you tend to avoid or dislike taking? Why?

 

Affinity Map

Created after conducting rider interviews.

Persona

   Topics for further research
  • Why do people take the bus versus other modes of transportation in LA?
  • What are users thinking, feeling, seeing, and doing before during and after taking the bus.
  • How do riders prepare to go on the bus?
  • What do riders do while on the bus?
  • How does a bus experience compare to other transportation experiences?

The Result After several rounds of testing and iterations…

NexTrip Arrivals

Real-time arrivals display upcoming times for nearby stops and stations, and alert riders of current and upcoming delays. 

Favorites

Riders can easily access their favorite trips, stations, and bus/rail lines.

Trip Planner

Plan trips with ease and confidence. Smart trip planning functionality that remembers locations the rider frequents. 

Search

Easy access to search destinations, bus lines, rail lines, stops and stations, with recent searches quickly made visible.

Schedules

Find all up-to-date schedules and download them as a resource when offline. 

More

Contact support, learn more about fares and how to ride, and manage preferences.

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