RTD
TABLE OF CONTENTS Summary
4-5
Objective
6-7
Mission
8-9
Research
10 - 19
Conclusion
20 - 21
3
SUMMARY Our class was approached by RTD (Denver Public Transit) to gather user experience data on all aspects of the system. The gathered data will then be compiled into a graphical presentation, which relates to key components that we feel could be improved upon to create a seamless user experience.
5
OBJECTIVE Everyone who uses the RTD system whether or not they are an avid user of public transportation or new to the system, brings with them an association about public transportation. Unfortunately, public transportation has few positive associations within the majority of the population. Our goal is to change the way people view specifically Denver’s public transportation system, to create an innovative user experience that positively resonates within the user so that they then associate the RTD with positive attributes. To make the RTD an experience that they can’t wait to have again instead of being a means to an end.
7
MISSION To create an innovative user experience that positively resonates within every RTD user .
9
RESEARCH I believe that the best way to gather data on how to improve the users experience is through an online survey through social media such as Facebook. It would be geared towards RTD users from the Denver area, but would also allow for users of other states to add input on what they feel their states public transit is doing right. Input from users of varied regions and what they enjoy about their system will improve the RTD experience. I would also allow for a section where they can add in any additional information that they feel was not covered with the above questions that they deem may be useful for RTD research. In addition, I will be engaging in at least one in person interview with a friend who is an experienced RTD user. Having the opportunity to be able to sit with him in person will allow for additional information that simply cannot be obtained through non personal forms of research.
11
Activities
Environment
Interaction
Search Google via phone or
Home
Searching the RTD website
computer for directions via
Car
Help Line
Maps.
Bus Stop
Smart Pass
Check the RTD website for
Pay Zone
Communication with driver
directions, maps, price.
Bus
Stop Cord
Standing Zone
Open Door Button
Sitting Zone
Maps Accessible Lift
Object
Users
Phone
Handicapped
Smart Pass
Eco-Friendly
Car
Novice
Seat
Advanced
Standing Straps
Low Income
Computer
Users without cars Students Work Transit
13
POINTS OF INTEREST
.95
.45
.50
Price
Eazy Pass
Drivers
Most felt that the current pricing to use the transit was fare.
Instructions on how to use are not clear. Yellow light as the indicator that your card has been accepted can be very misleading to the user.
The drivers could be friendlier to the passengers.
.30
.40
.97
Technology
Availability
Accessibility
The current system is strongly dependent upon a smart phone to navigate the system for new users. Users without these certain devices found it near impossible to use the voice automated system currently in place. Maps are also hard to distinguish routes for new users.
Users felt that there were enough routes available to successfully get around town via the RTD.
Ev e n t h o u g h t h e b u s i s equipped for the handicapped, many of the stops do not allow use for the handicapped do to their current state. Such as being located in grassy area with now ramp. 15
I was craving some Chipotle late one Saturday afternoon so i decided to take the bus to get me there. I have never actually taken public transportation in Colorado so i thought that I would give it a try. I knew Google-Maps had a transit option, opened up my phone and punched in where I wanted to go.
To my surprise there was a bus top only .3 mile from my house. I hopped into my car and drove over to the bus stop. I knew there was some street parking a little closer to the stop and I didn’t feel like walking too much that day.
The only issue that I had with this particular bus stop was that there was no cement ground to stand on. The ground had tons of puddles from all of the snow that had been melting the previous day.
I kept double checking my phone at the bus stop to make sure that I had not accidentally missed it. Thankfully Google-Maps had an auto update feature that let you know if the bus was a few seconds behind that day.
How much the bus was going to cost was unclear to me so before I left the house I grabbed some singles in addition to my student bus card just in case it did not work. Much to my appreciation it worked on the first swipe.
I had finally arrived at my destination, exited the bus and hustled on over to order my food before the return bus arrived at the stop.
17
Mission success I had my burrito in hand and headed over to the stop. An issue that I had with this stop is that it was hard to see as it was behind th speed limit sign.
The return trip was thankfully just as easy as getting to Chipotle. Although I was unaware that you had to pull the stop string if you actually wanted the bus to stop at a certain spot. It was under my impression that it stopped at every stop on its route. After exiting the bus I walked to my car and drove home eager to eat my Chipotle.
19
Conclusion As a result of the research conducted there are several touch points for the user that have shown poor reviews thus requiring a different approach. The automated help line that people can call if they need assistance is outdated, and unreliable. Having the option to talk a real person would solve most of the issues expressed by users throughout regarding this touch point. Secondly, the state that many of the bus stops are in is not conducive to persons of special needs such as the handicapped. The inability to provide stable ground capable of supporting such machinery limits certain users and their ability to use the system. Therefore resulting is a loss of revenue and a negative user experience. Users with negative experiences are unlikely to recommend products to others.
21
Alex Johnson Design Studio II