Selena Yang - M-ticket Redesign

m-Ticket App Redesign

Improving accessibility and usability of a travel provider app

Context

Role

UX Researcher
UX Designer

Timeline

2 Months (April - May 2022)

Project Type

App usability study analyzed and conducted with Helen Peng, Sunny Li, Michelle Xie.
Self driven app redesign based on insights.

Background

While enrolled in a Human Factors Course at Brown University during my Junior Year, I was tasked to select an a service to conduct user research and improve usability through design. We selected the MBTA train ticket purchasing app because of issues in its usability and accessibility.

The Challenge

Problem Statement

The MBTA, as one of the largest public transit systems, serves over one million people daily. It is vital that their ticketing system, the m-Ticket, is reliable and straightforward.

The Design Challenge

How might we improve the usability of the M-Ticket app to in order to reduce ticket purchasing time and improve the traveling experience?

The Solution

Using usability data, I propose an MBTA m-ticket app redesign that improves it's core experiences, making the travel experience easy and intuitive for experienced and inexperienced travelers. With more straightforward ticket purchasing / scanning experience, clearer schedule, operator error will be reduced, and losses will in uncollected tickets will decrease.

Staightforward Ticket Purchasing

Seamlessly purchase a ticket with easy to navigate search and streamlined purchasing.

Schedule view and ticket activation

Reduce find and search in the app by viewing ticket schedule and activating ticket all in one location.

The Design Process

‍1. Using the design process framework, I conducted user research in a team
2. Reviewed related cognitive science and human factors literature
3. Reviewed synthesized pain points and design opportunities to ideate concepts
4. Designed user flows and a prototype
5. Conducted usability testing to validate my proposed design.

Research