Presented at the Oregon Transit Conference on October 25, 2011 See my post about the talk: http://adaptivepath.com/ideas/ux-in-public-transit You can see the video there too.

1. Beyond Data:
Designing for the Rider Experience
LJUBA MILJKOVIC @LJUBA

2. .

3. We help organizations
deliver great experiences
.
that improve people’s lives

4. Key Consulting Clients
Technology Travel and Tourism Media &
‣ Twitter ‣ Princess Cruises Entertainment
‣ Flickr ‣ Rail Europe ‣ CNN
‣ YouTube ‣ Cathay Pacific ‣ Harvard Business
‣ Skype ‣ Vail Resorts Review
‣ Zappos ‣ NPR
‣ Blogger Consumer Brands ‣ Travel + Leisure
‣ Palm WebOS ‣ ASICS Magazine
‣ Nike ‣ Bonnaroo
Financial Services ‣ Crayola ‣ Disney
‣ Wells Fargo ‣ Hallmark
‣ USAA ‣ Sony Not For Profit
‣ Vanguard ‣ Samsung ‣ Creative Commons
‣ Best Buy ‣ United Nations

5. Transporter

6. Master’s Thesis
at UC Berkeley

7. Used by thousands
of people every day

8. Based on research
with transit riders

9. Creating Transporter
from the Outside In

10. TECHNOLOGY

11. APPS
TECHNOLOGY

13. APPS
TECHNOLOGY

14. APPS
TECHNOLOGY

15. APPS
TECHNOLOGY

16. RIDERS
APPS
TECHNOLOGY

17. RIDERS
APPS
“
TECHNOLOGY
When will
the bus arrive
at a stop?

18. RIDERS
APPS
“
TECHNOLOGY
When will
the bus arrive
at a stop?

19. RIDERS
APPS
“
TECHNOLOGY
When will
the bus arrive
at a stop?

20. RIDERS
APPS
“
TECHNOLOGY
When will
the bus arrive
at a stop?

21. RIDERS
APPS
“
TECHNOLOGY
When will
the bus arrive
at a stop?
“ How many stops
before I need to
get off the bus?

22. “ When will the bus arrive at the stop
RIDERS I’m standing at?
APPS
“
TECHNOLOGY
When will
the bus arrive
at a stop?
“ How many stops
before I need to
get off the bus?

23. “ When will the bus arrive at the stop
RIDERS I’m standing at?
APPS “ I’m on my way to the
train; should I pick up
the pace to catch it?
“
TECHNOLOGY
When will
the bus arrive
at a stop?
“ How many stops
before I need to
get off the bus?

24. “ When will the bus arrive at the stop
RIDERS I’m standing at?
APPS “ I’m on my way to the
train; should I pick up
the pace to catch it?
“
TECHNOLOGY
When will
the bus arrive
at a stop?
“ How many stops
before I need to
get off the bus?
Am I waiting for the bus on the right side of the street?

25. “
I have two bus options.
Which one arrives first? “ When will the bus arrive at the stop
RIDERS I’m standing at?
APPS “ I’m on my way to the
train; should I pick up
the pace to catch it?
“
TECHNOLOGY
When will
the bus arrive
at a stop?
“ How many stops
before I need to
get off the bus?
Am I waiting for the bus on the right side of the street?

26. Research
Discovery:
Transit Rider Anxiety
Prototyping
GOAL
‣ Design a transit app to reduce
rider anxiety
User Testing
Development

27. Research
Prototyping
User Testing
Development

28. Research
Prototyping
User Testing
Development

29. Research
Prototyping
User Testing
Development

30. Research
Prototyping
User Testing
Development

31. Research
Prototyping
User Testing
Development

32. Results of an Outside-In Approach

34. Three Tabs:
Organized by Use Case
LINES
‣ Find arrival times for any
stop or line.

35. Three Tabs:
Organized by Use Case
FAVORITES
‣ Frequently used lines/stops
‣ Compare alternatives
‣ Everything on one screen

36. Three Tabs:
Organized by Use Case
NEAR ME
‣ “When’s the bus coming to
this stop?”
‣ “Where’s the closest stop?”

37. Unique Features:
Live Route
“
I'm a long time public transit commuter, so I
know most of the routes already. But the
moment I saw this app tell me where on the
bus line I was while I was on the 48 inbound,
“
I was hooked. You can even get an estimate
of how long till you get to the stop!”

38. New Technology:
Real-Time Trip Planner
UNRELEASED
‣ Designed but not released

39. RIDERS
APPS
TECHNOLOGY

40. RIDERS
APPS
TECHNOLOGY
TRANSPORTER
transporterapp.net
EMAIL
Ljuba Miljkovic ljuba@adaptivepath.com