APPENDIX D: Recommendations from the Basic Tech Review

LEFT SIDE MENU - START/END PARKING

ZONES: PAIN POINTS • Not knowing what zone i am in • Payment system hinges on ‘zones’ • High possibility of not understanding • Where you park is not always accessible to seeing the zone sign while in your vehicle • There might be user-fear to press the ‘start’ button just to find out what zone they are in. Fear of being committed already • How do i know if the enforced payment hours are over if i can’t see the sign? • No indication of changing zone parameters ie special events.

SUGGESTED • Device location-services could be used to identify what zone you are in currently? • Display the current zone subtly above ‘start’ button • If not in a zone then no message? • Change the color if user no longer in epark zone? • Indication of zone change for special event parking - change zone color to red? Popup that says your current zone is unavailable • Popup indicating the current zone’s rate - or on next screen the rate is more pronounced, including if it is past hours and now free.

LEFT SIDE MENU - START PARKING SESSION BUTTON DEFAULT ZONE:

PAIN POINTS • IF not currently in a zone, the default is zone 7000 (city hall) • This zone has a 48hr max time limit • Not common or reasonable • 48Hr max time limit requires significant fund balance • What is the common fund balance? If your fund balance is insufficient, you receive a popup warning • This warning is a barrier to use, particularly when its irrelevant to the user’s current situation (using app while not in a zone)

SUGGESTED • App should interpret user as not in a zone • Popup action should be a message indicating they are not currently in a parking zone • Option to type/enter a zone • Full zone info is populated as typed (anticipated result, was in original iteration) • Useful if I need to start parking on behalf of a different vehicle/plate on my account

LEFT SIDE MENU - START PARKING SESSION BUTTON REMEMBERS LAST ZONE:

PAIN POINTS • IF not currently in a zone, and the app was recent in device memory, the default is last zone 7000 used. • Example: I last checked zone 5023 at 12:30 • Re-opened app 1:12 • Click button, get 5023 details still • Not affecting use, just inaccurate

SUGGESTED • App should only open zone info for a zone it knows you are in. • Otherwise, provide generic information, option to enter a zone.

LEFT SIDE MENU - MAP MARKERS HARD TO USE:

PAIN POINTS • Zone map markers (“P”) are same size as all other map markers generated. • Hard to get an accurate tap first try • Zooming on map doesn’t increase size • Creates user frustration - expectation is zooming will help

SUGGESTED • App regulate size of markers apart from map generator? • Markers expand in size as zoom function happens • Potentially remove markers altogether • They blend with the other inactive markers • Make the colored zones active

LEFT SIDE MENU - MAP MARKERS POP-UP:

PAIN POINTS • Zone map markers (“P”) have to be touched to get zone information (small). • Popup is different format than the large “start parking session” button • Creates distrust • ‘Start session’ link is just text. Not enough? • The popup zone information is very small, hard to read

SUGGESTED • Resolve inconsistency and secondary function/design by rolling to the same details screen as the generic

Start/End screen

LEFT SIDE MENU - TAKE A PHOTO:

PAIN POINTS • Assumption that I know why I want to take a photo in my app • Does it save my photos in the app? • It freezes for me every time - freezes entire app, have to swipe out of it and swipe it out of memory to get back

SUGGESTED • Check on why it might be freezing?

LEFT SIDE MENU - PURCHASED SESSION:

PAIN POINTS • Small text • Find my car - just goes to zone? • Whatever happened to my photo? Can I not find it in-app? • First view is over-zoomed in. The trace is out of screen • The “navigate” button option - option for other apps - why? I have a map here I thought.

SUGGESTED • Increase text • Link to view photo

LEFT SIDE MENU - FIND PARKING:

PAIN POINTS • Find Parking > Search bar: possibly under-utilized? • It just goes back to the start/end screen and adds a search bar at top. • “Enter address” - is this the intuitive desire for “finding parking”? • Is it knowing the address, or is it wanting to see my parking options where I am?

SUGGESTED • Could search bar be permanent on opening Start/End

Session screen/map? • Could a magnifier glass icon be placed permanently in the header of Start/End screen? reveals/hides bar • ** something about this feels incomplete. Typing in an address in advance to plan your parking possibilities seems logical - but then the designated ePark spaces aren’t the only options in most areas.

LEFT SIDE MENU - PARK A FRIEND:

PAIN POINTS • Same screen as initial start/end session, only text in button changed (users might miss this and be confused) • If I click this button I get the same default 7000 zone details, which gives the same popup warning of account funds because its a 48hr max zone, etc • Very, very confusing • What are the instances I would want to use my app to park a friend? • Only when I’m in the car with them? • Does use assume I’m in a zone in a friend’s car before I hit that button? • Can i use my account to park a friend if I’m not present in vehicle? This is not intuitively available • Same issues of small “P” map marker

SUGGESTED • Change the color of the start button - to differentiate from general start/end screen • Clean up the details that are confusing, which are similar to the general start/end session • Provide an initial popup/overlay which provides context for using the app to park a friend • Do you have to be in the parking vehicle? • Can you register any license plate anywhere?

LEFT SIDE MENU - FAQ:

PAIN POINTS • Leaves app to open in Safari

SUGGESTED • Runs risk of confused users who don’t return to app • Could this info not be sourced into the app? The

Contact page of text is inside the app. • Fix the style and formatting to brand (looks different. app loses brand strength)

LEFT SIDE MENU - CONTACT US:

PAIN POINTS • Looks like the CoE website not the app • Sections are so tight, no space to read • The contact data is inside web tables, so they fall out of screen, it has to have instructions (easily missed) to scroll left or right to view full table. This isn’t familiar to users. • Users looking to contact the CoE about the app are most often already experiencing barriers or frustration with app use. The contact page should never add to that experience.

SUGGESTED • Embed this data in the app, using an app-sourced stylesheet, not embedding CoE webpage in here (we get the city webpage footer etc) • Make a strong style choice so text has room to breathe, sections are easy to find and differentiate • No boxy style • Don’t lock the contact info in tables

RIGHT SIDE MENU - ADDING FUNDS SCREEN:

PAIN POINTS • Text size seems small for anyone with sight issues. • The “?” icon-link pops up window of tiny text. • The text has “\n” characters - from the code for paragraph ends. confuse users.

SUGGESTED: • Increase the size of the text. • Manage the source of the popup text, should be uniform to other screen standards for paragraph text within the app. • Strip the code bit.

RIGHT SIDE MENU - ADDING FUNDS AMOUNTS:

PAIN POINTS • No option for single use payment • Forces investment in the app use of $25 or more.

SUGGESTED: • Add payment option that user is in control of (amounts) keep auto-load • Make it obvious that you are storing CC info for next time.

RIGHT SIDE MENU - ADDING FUNDS TYPES:

PAIN POINTS • Only 3 major credit cards. • No newer tech options (Apply Pay, Paypal)

SUGGESTED • Add more payment options (Apply Pay, Paypal) • Might open up solutions for one-time users

RIGHT SIDE MENU - MANAGE ACCOUNT:

PAIN POINTS • No brand style, just white boxes on grey

SUGGESTED • Apply brand style

RIGHT SIDE MENU - MANAGE ACCOUNT PROFILE:

PAIN POINTS • Opt-in • Automatic opt-in to receive marketing material

SUGGESTED • Opt-in should be part of registration, or by default be opted-out

RIGHT SIDE MENU - MANAGE ACCOUNT CARD INFO HELP SCREEN:

PAIN POINTS Help screen • Same as Add Funds screen, popup has tiny text and code characters inserted. No line breaks.

SUGGESTED • Fix text size, input source should be uniform to app

RIGHT SIDE MENU - MANAGE ACCOUNT PHONES SCREEN:

PAIN POINTS Help screen • Same as Add Funds screen, popup has tiny text.

SUGGESTED • Fix text size, should be uniform to app

RIGHT SIDE MENU - MANAGE ACCOUNT PLATES SCREEN:

PAIN POINTS Help screen • Available plates are Canada/US only. No option for small percentage european or mexican.

SUGGESTED • Address option

RIGHT SIDE MENU - MANAGE ACCOUNT HISTORY SCREEN:

PAIN POINTS Confusing History page: • Screen looks terrible - large grey, small icon, small text at top • Text across top is hard to notice at first • Message for everyone is negative: “No Activity For

This Account” • Not accurate (I have a long history of use) - lose trust in app • Instructed to use Export button, which is at top right in the header area.

SUGGESTED: • Its a History page - users expect to see their history.

Display it here or close the section • If directing users to option of a PDF download, bring that text down into a more obvious location of the screen, and place the Export link in a button, relatively associated with the text.