UMAP
a service for the Pittsburgh Bus System Designing For Service Fall 2010 Carnegie Mellon School of Design
TEAM HOT WHEELS Christie Auw Lauren Chapman Bryan Cheung
definition
discovery
synthesis
ideaton
realization
hunt statement
We are going to research how people schedule their bus trips so that we can deliver a more predictable system.
Designing For Service
Fall 2010
Christie Auw
Lauren Chapman
Bryan Cheung
School of Design
Carnegie Mellon University
definition
discovery
synthesis
ideaton
realization
TERRITORY MAP people
environment Bus Stop
Stressful
Bus Riders
Bus Ride
Tired
Business People
Confused
Students
Frustrated
Families
Annoyed
Bus Driver Visitors
Port Authority of Allegheny County
time
communication
Figuring Out Route/Bus
Signage
Wait for Bus
Maps of Routes
Bus Ride
Timetables
Rush Hour
Cell Phone
Nights
Web Site
Weekends
Designing For Service
Fall 2010
Christie Auw
Lauren Chapman
Bryan Cheung
School of Design
Carnegie Mellon University
definition
discovery
synthesis
ideaton
realization
“Waiting for 20 minutes for a bus, and not actually knowing when exactly they’ll come.”
“It bothers me that there aren’t timetables posted at most (or any?) of the stops I’ve seen.”
Designing For Service
Fall 2010
Christie Auw
Lauren Chapman
Bryan Cheung
School of Design
Carnegie Mellon University
definition
discovery
synthesis
ideaton
realization
“There are long stretches of no buses, then 2-3 right after each other.”
“Don’t really plan, just hop on the bus.”
Designing For Service
Fall 2010
Christie Auw
Lauren Chapman
Bryan Cheung
School of Design
Carnegie Mellon University
definition
discovery
synthesis
ideaton
realization
CURRENT ENVIRONMENT DESCRIPTION
Designing For Service
Fall 2010
Christie Auw
Lauren Chapman
Bryan Cheung
School of Design
Carnegie Mellon University
definition
Designing For Service
discovery
Fall 2010
Christie Auw
synthesis
Lauren Chapman
ideaton
Bryan Cheung
School of Design
realization
Carnegie Mellon University
definition
Designing For Service
discovery
Fall 2010
Christie Auw
synthesis
Lauren Chapman
ideaton
Bryan Cheung
School of Design
realization
Carnegie Mellon University
definition
Designing For Service
discovery
Fall 2010
Christie Auw
synthesis
Lauren Chapman
ideaton
Bryan Cheung
School of Design
realization
Carnegie Mellon University
definition
Designing For Service
discovery
Fall 2010
Christie Auw
synthesis
Lauren Chapman
ideaton
Bryan Cheung
School of Design
realization
Carnegie Mellon University
definition
discovery
synthesis
ideaton
realization
current company perception mission statement
To deliver outstanding transportation services which connect people to life vision statement
To become America’s premier public transportation company
Designing For Service
Fall 2010
Christie Auw
Lauren Chapman
Bryan Cheung
School of Design
Carnegie Mellon University
definition
discovery
synthesis
ideaton
realization
core competency
They realize that their system is outdated and in need of change and are in the process of improving it.
Designing For Service
Fall 2010
Christie Auw
Lauren Chapman
Bryan Cheung
School of Design
Carnegie Mellon University
definition
discovery
synthesis
ideaton
realization
pat needs
• • • •
Designing For Service
Fall 2010
Communicate clearly Increase efficiency & reliability Eliminate outdatedness Maximize funding
Christie Auw
Lauren Chapman
Bryan Cheung
School of Design
Carnegie Mellon University
definition
discovery
synthesis
ideaton
realization
customer perception
• • • • • •
Designing For Service
Fall 2010
Confusing Dirty Unreliable Unpredictable Stressful Lack of resources
Christie Auw
Lauren Chapman
Bryan Cheung
School of Design
Carnegie Mellon University
definition
discovery
synthesis
ideaton
realization
customer needs
• • • •
Designing For Service
Fall 2010
Just-in-time information Accessible & easy-to-understand resources Feel safe Predictable & reliable system
Christie Auw
Lauren Chapman
Bryan Cheung
School of Design
Carnegie Mellon University
definition
discovery
synthesis
stakeholder map
Loca l
Intras truc tur e
Visitors
International National Regular
Fall 2010
realization
ions nat sti De
Designing For Service
ideaton
Christie Auw
Lauren Chapman
Bryan Cheung
School of Design
Carnegie Mellon University
definition
discovery
synthesis
ideaton
realization
service blueprint PHYSICAL EVIDENCE
USER ACTIONS
Tourist Guides Magazines Newspapers Internet
Information Centre Concierge Businesses
Bus Stops Street Signs Other Signage Maps
Bus Stop Bus
Bus
Decide
Ask
Find
Wait
Verify
Assists
Assists
Drives to bus stop
Confirms
Street Signs Landmarks Onboard Display
Street Signs Landmarks Maps Other Signage
Sign Physical Building
Travel & Monitor
Find
Arrive
Drives route Calls out stops Notifies
Advises
Line of Interaction
ONSTAGE CONTACT PERSON Line of Visibility
BACKSTAGE CONTACT PERSON
Dispatches bus
Provides traffic updates
Line of Internal Interaction
Port Authority Trip Planner Tool
SUPPORT PROCESSES
Designing For Service
Fall 2010
Christie Auw
RouteShout System
Lauren Chapman
Bryan Cheung
School of Design
Carnegie Mellon University
definition
discovery
synthesis
ideaton
realization
Ar riv e
Fi nd
De
M ve l
Tr a
Ve r
W ai t
ify
&
s Bu Fi nd
As k
ci de De
Customer Journey
st in
on
at
ito
r
io n
customer journey
Information Needs
Emotions
Designing For Service
Fall 2010
Christie Auw
Lauren Chapman
Bryan Cheung
School of Design
Carnegie Mellon University
definition
discovery
synthesis
ideaton
realization
De Fi nd
Ar riv e
M ve l
Tr a
Ve r
W ai t
ify
&
s Bu Fi nd
As k
ci de De
Customer Journey
st in
on
at
ito
r
io n
customer journey with problem touchpoints
Information Needs + Emotions
Designing For Service
Fall 2010
Christie Auw
Lauren Chapman
Bryan Cheung
School of Design
Carnegie Mellon University
definition
discovery
synthesis
ideaton
realization
design principles
1. Communicate to users 2. Feel in control 3. Implicit & integrated into the journey
Designing For Service
Fall 2010
Christie Auw
Lauren Chapman
Bryan Cheung
School of Design
Carnegie Mellon University
definition
discovery
synthesis
ideaton
realization
new service strategy
To put users in control of their own experience by providing just-in-time information in order to increase enjoyment and ease of use.
Designing For Service
Fall 2010
Christie Auw
Lauren Chapman
Bryan Cheung
School of Design
Carnegie Mellon University
definition
discovery
synthesis
ideaton
realization
moments of what could be
1. Interactive Map @ Bus Stops/Information Centres (w/ time component) 2. Break Maps down into neighborhoods 3. Creating Guide Map around neighborhoods 4. Improved Signage @ Bus Stops (indicating direction, time) 5. Real-time info @ bus stops -> expand and improve RouteShout 6. Improve website 7. Payments signs 8. Bus Shelter Design 9. Phone App 10. Map inside a bus to show where you are along a route
Designing For Service
Fall 2010
Christie Auw
Lauren Chapman
Bryan Cheung
School of Design
Carnegie Mellon University
definition
discovery
synthesis
ideaton
realization
moments of what could be
1. Interactive Map @ Bus Stops/Information Centres (w/ time component) 2. Break Maps down into neighborhoods 3. Creating Guide Map around neighborhoods 4. Improved Signage @ Bus Stops (indicating direction, time) 5. Real-time info @ bus stops -> expand and improve RouteShout 6. Improve website 7. Payments signs 8. Bus Shelter Design 9. Phone App 10. Map inside a bus to show where you are along a route
Designing For Service
Fall 2010
Christie Auw
Lauren Chapman
Bryan Cheung
School of Design
Carnegie Mellon University
definition
discovery
synthesis
ideaton
realization
Introducing...UMAP
Designing For Service
Fall 2010
Christie Auw
Lauren Chapman
Bryan Cheung
School of Design
Carnegie Mellon University
definition
discovery
synthesis
ideaton
realization
meet kyle and claire de lesseps Age: Early 30’s Location: From Montreal, visiting Pittsburgh Occupations: Kyle is a physician, and Claire is an elementary school teacher Kyle and Claire are a young couple in their early 30’s from Montreal. Kyle is a physician by day, but an ardent hockey fan all the time. Whenever there is a hockey game, Kyle is either at the game (as he is a season ticket holder) or at the local sports bar with his buddies. Claire is an elementary school teacher; in her spare time, she enjoys spending time outdoors, drawing or painting nature scenes. Both, however, do share a love for travel and enjoy wandering around and exploring a new city. Walking and public transportation allows them to do this, but in a lot of cities, using these two means can become frustrating due to a lack of information.
Designing For Service
Fall 2010
Christie Auw
Lauren Chapman
Bryan Cheung
School of Design
Carnegie Mellon University
definition
discovery
synthesis
ideaton
realization
umap scenario
BUS out
500, 75c, 74a, 29d
?
Designing For Service
Fall 2010
Christie Auw
Lauren Chapman
Bryan Cheung
School of Design
Carnegie Mellon University
definition
discovery
synthesis
ideaton
realization
BUS out
500, 75c, 74a, 29d
Designing For Service
Fall 2010
Christie Auw
Lauren Chapman
Bryan Cheung
School of Design
Carnegie Mellon University
Fall 2010
we Ho
n Pe n
Fif th
in
realization
Ru
sk
St d Wo o
Designing For Service
ideaton
St
synthesis
Av e
discovery
Av e
definition
Christie Auw
Lauren Chapman
Bryan Cheung
School of Design
Carnegie Mellon University
definition
discovery
synthesis
ideaton
realization
BUS out
500, 75c, 74a, 29d
Designing For Service
Fall 2010
Christie Auw
Lauren Chapman
Bryan Cheung
School of Design
Carnegie Mellon University
definition
discovery
synthesis
ideaton
realization
BUS out
500, 75c, 74a, 29d
Designing For Service
Fall 2010
Christie Auw
Lauren Chapman
Bryan Cheung
School of Design
Carnegie Mellon University
definition
discovery
synthesis
ideaton
realization
De Fi nd
Ar riv e
M Tr a
W ai t
ve l
&
s Bu Fi nd
Pl an
ci de De
Customer Journey
st in
on
at
ito
r
io n
proposed customer journey
Information Needs + Emotions
Designing For Service
Fall 2010
Christie Auw
Lauren Chapman
Bryan Cheung
School of Design
Carnegie Mellon University
definition
discovery
synthesis
ideaton
realization
proposed service blueprint for umap PHYSICAL EVIDENCE
USER ACTIONS
Tourist Guides Magazines Newspapers Internet
Information Centre Concierge Businesses Interactive Map
Bus Stops Street Signs Other Signage Maps
Bus Stop Bus
Street Signs Landmarks Onboard Route Map
Decide
Plan
Find & Verify
Wait
Travel & Monitor
Street Signs Landmarks Maps Other Signage
Sign Physical Building
Find
Arrive
Line of Interaction
STATIC INFORMATION RESOURCES DYNAMIC INFORMATION RESOURCES
Guides
Guides
Aids
Aids
ONSTAGE CONTACT PERSON
Drives to bus stop
Drives route Calls out stops Notifies
Dispatches bus
Provides traffic updates
Line of Visibility
BACKSTAGE CONTACT PERSON Line of Internal Interaction
SUPPORT PROCESSES
Designing For Service
Fall 2010
Real-time scheduler
Christie Auw
Lauren Chapman
Bryan Cheung
School of Design
Carnegie Mellon University
definition
discovery
synthesis
ideaton
realization
Any questions? Thank you! :)
Designing For Service
Fall 2010
Christie Auw
Lauren Chapman
Bryan Cheung
School of Design
Carnegie Mellon University