Tram Tracker is a mobile application for iOS and Android by Yarra Trams that allows people to see real-time data about the trams on the network, visualise all the different routes and track a specific tram using its unique identifier(Tram Nº).
This case study focuses on improving the "Nearby" and "Routes" tabs. The user's primary goal while using the app is to find the best way to their destination; TramTracker is supposed to help them find the stops nearby and get to where they need to be.The need to jump around to different tabs to get very little information is quite detrimental to the experience, so the app needs to convey more information more efficiently.Not having any firsthand data on app utilisation, I will prepare a survey and conduct interviews to understand the users better.
There are many apps out there that have similar features; this makes enabling the user to complete their tasks fully and provide them with all the information they may need in the scenario without using multiple apps all the more critical.
The current version of TramTracker has different interfaces depending on the platform's OS; this is an issue because it makes it more challenging to maintain a good and consistent experience, especially considering different user flows based on the different designs. Users will also benefit from a uniform design as they will not be disoriented while using the service from any platform.
Not having any firsthand data on app utilisation, I started by looking at pre-existent data such as stores reviews to get a general idea about users' issues; then, I proceeded to survey and interview users using Reddit and Google Forms.
My main goals:
What are the main pain points?
Do users prefer to use others app? Why?
What features do user desire?
What's the most used feature? In what capacity?
One of the main reasons people do not use the App is that it only grants a partial view of the public transport network with no reference or regard for the other services.
"I use google maps because I can see where to change, especially if I have to also catch a bus or train."
Some of the users pointed out that the App only shows you the arrival time of the next 3 trams, which allows for little planning — then explaining that even just displaying them per timetable instead of 'live' would already be a substantial improvement.
"I use google maps because I can see where to change, especially if I have to also catch a bus or train."
Most users agreed that one-handed use, especially on larger devices, is less than optimal as most tasks require you to reach the top of the screen; not only this makes for an uncomfortable use, but it also increases the risk of dropping your device if unable to use both hands.
About 83% of the respondents use the App to check the best route to get to their destination or check which stops are in their area; usually, these two features are used in conjunction.
With the quantitative and qualitative data gathered from the survey and the interviews, I crafted a persona to better empathise with my primary user group and prioritise goals according to their necessities.
