case study
TRAVEL MASTER
A route planning mobile application for Driver’s working with Travel Master.
The Aim of this case study was to create an application for the drivers working with travelmaster. TravelMaster is an event travel specialist operating coaches to all leading festivals, concerts and sporting events throughout Ireland. Travel Master’s Mission Statement is “Transport to each event on time. After the event, return them safely and professionally to their homes”
In order to solve current challenges for drivers, we are planning an application that will help them avoid getting lost on their way to an event, missing a stop with passengers, and trying to stick to the NTA route plan.
Problem Statement
Goal
Process
Research
User Assumption
1) Who is the user?
• Bus Driver.
2) Where does our product fit in their work or life?
• Work.
3) What problem does our product solve?
• Coordination between Admin < > Driver (vice versa)
• Admin < > Customer (vice versa)
• Driver < > Customer (vice versa)
4) When and how is our product used?
• Any Notification.
• Scanning bus tickets.
• Bus live update.
• Bus arrival time.
• Bus departure time.
• Pick and drop route.
• Passengers count.
• Parking slot location.
• Emergency call.
• Trip details.
• Coordination with Admin, Driver and Customer.
5) What features are important?
• Scanning bus tickets.
• Pick and drop route.
• Parking slot location.
• Coordination with Admin, Driver and Customer.
• Any Notification.
• Bus live update.
• Bus arrival time.
• Bus departure time.
6) How should our product look and behave
• Simple to use and easy to understand.
Feature Prioritisation Matrix
Prioritisation Matrix firstly makes it convenient for people of various teams to come together and plot the different issues and opportunities, making it a handy visual tool too. Secondly, it helps to measure the amount of input needed to implement each feature and to see how much effect each feature will bring to its users. Thirdly, it can organise work in what order it wants to be. It makes us think that extra mile to recognize the potential value in the features we want to design. Not only is it a time saver but also an organiser to make it achievable in the estimated time. Fourthly but not the least, it is a good way to publish to the team why you choose to do which feature and when, so that everyone remains on the same page at all times.
Stakeholders meeting which helped to understand what was most important and where our priorities were , in conversation with the owner of the company, we were able to figure out and disseminate each aspect and why it is crucial to the company. The feature priority matrix was divided into twelve elements, we were then given details of each aspect and why it was tailored to score goals. Each element was then summed up to make a total point that enabled us to prioritise which feature was not addressed in the first place, accordingly the rest followed.
Competitors
Concert Bus
www.concertbus.ie
Summary
Concert Bus was set up in 2013 by Alan Farrelly to provide transport to concerts and festivals around the country. The concert bus team has extensive experience of transport.
Pros
• They provided a website to book tickets
• Can book individual seats and private bus through website using login
• Driver can contact the agency and passengers
• Has customer service
• GPRs service for tracking bus
• Provide with E tickets and paper tickets
Cons
• No App for mobiles.
• Can’t do booking through an app as they dont have one.
• Active on social media limited to Facebook & Twitter.
• No private bus booking facilities.
• Yet to add push notification option
Buses 2 concerts
www.buses2concerts.com
Summary
Buses To Concerts and Events around Ireland, Belfast, Dublin. With 3 Bus Routes and 12 Pickup locations across the country. Book your seats online.
Pros
• They provided a website to book tickets
• Can book individual seats through website using login
• Active on social media – FB, Instagram, Linkedin,Twitter.
• Drivers can contact the Agency directly and passengers
• Has customer service.
• Provide with E tickets and paper tickets
Cons
• No App for mobiles.
• Can’t do booking through app. as they dont have one.
• No private bus booking facilities.
• Yet to add push notification option
• No GPRs service for tracking buses.
Irish concert travel
www.irishconcerttravel.ie
Summary
Irish Concert Travel is a company based in Sligo that provides nationwide transport to Concerts, Festivals & Events. They provide reputable coach operators.
Pros
• They provided a website to book tickets
• Can book individual seats and private bus through website using login
• Driver can contact the agency and passengers
• Has customer service.
• Provide with E tickets and paper tickets
Cons
• No App for mobiles.
• Can’t do booking through an app as they dont have one.
• Yet to add a push notification option.
• No GPRs service for tracking buses.
Survey Analytics
To learn about bus drivers’ frustrations and favorite features, a survey was created using Google Forms. Social media channels were used to distribute the survey. Detailed survey results are provided below.
User Persona
Prototype
Task Flow Diagram
Task flow can be explained in many ways. It is an overview description where users can navigate in the product. It also explains the path users take to complete the task or it can mean the actual steps the user takes to complete the task. Task flow are useful in visualizing the steps users take when they are using the products. This tool is an interaction between the user and the product. It shows the relationship between the functionality of the system and the potential user action. Task flow diagrams can have different looks based on the design process stage.
Events in Task flow has been divided into 3 different stages
1. Before event – This process shows what drivers has to be done before starting a trip.
2. During event – This process shows what drivers will be doing during the trip.
3. After event – This process shows what drivers will be doing after the event is over.
Paper Prototype
Paper prototypes are primarily used to understand the purpose. The main objective is to develop a working product that offers immediate and quick value at minimal cost. Task flows have helped develop this prototype. As part of this process, certain landing pages were deemed unnecessary, and as a result, they were removed. Additionally, a few new pages were added that were considered important.
Minimum Viable Product (MVP)
Testing
Overall, the client had a very positive experience with the app. The feedback helped to understand the loop holes to take the app to the level of perfection. The points have been noted and the necessary interventions have been made.
Implementation of user testing
The user was not very clear on how to start a journey. User was clicking everything on screen 5 to get started.
To Improve – Added Video overview about the app to solve this issue and highlight the icon on the home page.
User was unable to go to previous screen as back buttons/arrows was not added.
To Improve – Added back buttons wherever required.
Users had difficulties understanding icons.
To Improve – Added description to icons for better understanding.
Could pick-up points and passengers be included on the “Trip for the day” screen? They could be added to compactors or something so the driver has all necessary info on the one page.
To Improve – Passengers details have been added to “Trip for the day” in sub category Event for the day.
Users were unable to find the QR scanner, also it was not easy to access.
To Improve – Added QR Scanner on top right corner of the screen which is displayed throughout all the screen.
As per the stakeholder the profile section needs to be displayed only on the menu.
To Improve – Profile section has been moved to menu section and removed from remaining screens.
High Fidelity Prototype
My Learnings
It was a wonderful experience working on this project. From the time wireframe was started till the final product was evolved each stage was a learning new experience, a feeling of accomplishment. It made me come out of my comfort zone, made me dive through all the challenges that came across, each principle and law of UX UI, user testing laid the foundation of me building my app to its perfection. This journey made me feel more confident and content. There were instances when I felt low and timed my abilities. The feedback really helped me gather myself for a positive start during this academic year.
During the course I learnt a lot of things which made me understand the competitors in the outside world and definitely. I tried to the fullest to make this app of mine stand out to the user in its best way. The research work endured during this course was really rewarding, in understanding the pathway for the perfect work.