PTV app redesign
Enhancing the public transport experience for over 1.5 millions commuters in Melbourne.
Feb - March 2024
Student project
Native app design
UX design
UI design
Figma
Problem.
Imagine this…
You’re having an important meeting at 9am today. You woke up on time and prepared for everything you possibly can. You want everything to run smoothly.
As you searched up the train time on the PTV app, you noticed the usual direct train line suddenly breaks into 3 chunks with a "possible disruption" tag on it.
“No no no, bus replacement is happening today?!”
Time and patience are running low with each passing moment trying to find an alternative on PTV and Google Maps but what you’re looking for is just not there.
"Ugh can this get any worse?" you think to yourself.
The rush and frustration in the morning affect your meeting and how you feel throughout the day!
If this sounds familiar, it’s because this happens to so many others in Melbourne on a daily basis!
After seeing the reviews online and speaking to a handful of people, it is clear that the PTV app isn’t fulfilling its potential. From over 2 thousands reviews online, the app rating is only 2 out of 5 stars.
The question is Why?
Why is the rating so low? Why is everyone frustrated with the app?
I dived right into it to find out.
From analysing over 125 reviews and conducting 5 user interviews, there are 3 reasons Why:
Myki card balance and in-app top up are difficult to use
Over 30% of users have trouble scanning the myki from their phone. It takes them 5-10 tries to scan the card successfully and know their myki balance (without logging in).
The journey planner lacks helpful information and live tracking feature
29% of commuters are unable to find the optimal route on PTV and have to rely on apps like tramTRACKER and Google Maps.
22% of communters have a difficult time navigating bus replacement and disruptions due to the lack of live updates on PTV
Users can't stay logged in for more than 30 days
18% of users claim that the app automatically logs them out without notice. The login process isn't intuitive and causes users to keep changing their password.
From the initial user research, Myki card seems to be users’ most urgent concern. However, after doing more research, I found out the Victorian government is doing an open-payment trial this year (2024) with potential full implementation in 2 years. So the Myki cards will most likely become irrelevant very soon!
This led me back to the design thinking principles, design solutions should align with users’ needs, business needs and the technology available. Though Myki card is users’ biggest frustration, it may no longer be the case with the PTV’s new implementation.
I went back to the drawing board and focus on the second most pressing concern: the journey planner. The new problem statement is:
Commuters feel frustrated and overwhelmed about the multiple steps they need to take to get to work, and want an accessible and intuitive way to plan and track their journey.
In a shorter term,
All users want is to be in the know.
Let’s come back to the story earlier. Instead of doing calculations in your head to make sure you get there just in time, the PTV app gives you everything you need to know and you just need to decide the best route for you. That’s it.
The implementation from the PTV app’s side won’t be much of a hassle either since the design solutions take existing components and rearrange them in a way that it’s more convenient to users.
So, how do we get there?
I started with diving in a little deeper into the research data and 2 user groups with unique priorities and needs emerged: frequent and infrequent users.
For this project, I focus on the uni student persona. Usha is a 20-year-old student living in the suburbs. She studies full time and works part time at a supermarket where her shift usually ends late at night. I chose this persona because:
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Most working professionals drive while most students haven’t been able to afford a car just yet so they mainly rely on public transport;
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People who live in the CBD areas benefit from the free-tram zone and feel Google Maps is sufficient enough for them since they only need tram services to commute; and
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By designing the solutions for students who are living in the suburbs, other user groups can benefit from that too.
From then, the user journey map was developed to help visualise and identify when the pain points happen and how I can take the app to the next level. The 3 pain points are:
Too many steps involved in order to find the optimal route.
1
Insufficient live update and tracking for services that rely on traffic including buses and trams.
2
Unclear instructions when service interruption & delays (bus replacements) occur.
3
Let's address each of them.
Approach.
Solution.
SIMPLIFYING THE USER FLOW
I streamlined the user flow to simplify the process of finding and following routes. Instead of making multiple decisions like choosing the closest service or deciding whether to drive or walk, users now only need to answer three simple questions:
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Is this the correct address?
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What time do I want to leave or arrive?
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Is this the optimal route?
For saved locations like uni or work, users only need to make two decisions.
Data from 5 user interviews revealed a consistent user intent across the 'For You,' 'Plan,' and 'Search' pages: finding the closest available service and its estimated arrival time. To streamline this process and reduce cognitive load, I consolidated these pages into a single homepage.
The new homepage features a search bar and displays saved locations. In the background, a map showcases nearby services with their distance from the user's current location and their estimated arrival times. Based on 4 out of 5 usability testing feedback, the text size has been increased to improve readability. Additionally, the bus stop icon has been redesigned to signify a location pin and distinguish itself from similar elements, like the live tracking icon.
MAKING LIVE UPDATE AND TRACKING EASIER TO FIND
The PTV app is offering live tracking, however, users have to exit their journey information and go to a different page to track the services they’re on or hoping to get on. This creates friction for users and worse, many aren’t even aware that this feature exists.
To make the experience more seamless, the app will allow users to track their desired services and receive live updates and reminders where to get off so they don’t have to keep the screen open at all times. This allows users to listen to their music or read a book during their commute
PROVIDING ALTERNATIVES WHEN INTERRUPTIONS & DELAYS OCCUR
Many users are frustrated with bus replacements due to the lack of alternative routes provided by the PTV app and the complicated process of accessing information on the PTV website.
To address this, the app will now proactively alert users three days before a scheduled bus replacement and offer alternative routes directly within the app interface. For example, if a bus replacement is scheduled on the Craigieburn line, users will be presented with alternative options upfront, including arrival times and durations.
Reflection.
Though this project was self-paced, I managed to complete it within eight weeks. Staying focused throughout was key, and I definitely noticed an improvement in my project management skills.
One of the biggest challenges I faced was synthesising the data – both qualitative and quantitative - from the initial research. It can be overwhelming at first, but I learned to embrace the uncertainty and stay open-minded throughout the empathise and define phase. There was even a point where I thought I had a clear problem space based on the initial research, but digging deeper revealed that wasn't quite the case. That was a learning experience for me – it's important to trust the research process and stay open to new information as it unfolds.
Given more time, I would love to explore further:
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Live update with voiceover feature for visually impaired users;
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Safety features to assist users who feel unsafe during commutes;
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Live parking update feature for drivers accessing the station; and
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Design considerations for infrequent users, including visitors and tourists.
