Trams in Melbourne

PTV App redesign

Public Transport Victoria (PTV) is a mobile app that offers real-time updates on public transport and personalized notifications, as well as optimizing fare structures for PTV users. This enhances users' daily travel experience with PTV.

Client
Public Transport Victoria (PTV)

Year
2023

Timeline
4 Weeks

Category
Mobile App

My Role
Market Research, User Interviews, Comparative Analysis​, Competitive Analysis, UX design & Prototyping

Background

Public Transport Victoria (PTV), is the state government department that oversees Melbourne's transport network, including the Myki travel payment system. PTV supports millions of people getting around Melbourne safely and reliably.

However, since COVID and the much-publicized Myki issues, ridership isn’t close to what it could be. While PTV’s problems are complicated and multi-faceted, PTV believes that improving its digital offering via its website or digital apps could lead to quick-win improvements in ridership.

PTV’s Goals

  1. PTV wants to increase ridership, particularly during off-peak times.

  2. Decrease traffic congestion and increase revenue for the city of Melbourne.

  3. Improve its digital offering via its website or digital apps.

Finding The Problems

Market Reaserch

Comparative Analysis & Competitive Analysis

Insight Part 1 - Successful Public Transportation Apps in the World:

These apps generally utilize real-time data, GPS technology, and integration with transportation systems to provide accurate and up-to-date information to users. They aim to improve the overall travel experience by offering convenience, accessibility, and personalized features to make navigating the transportation network easier and more efficient.

Insight Part 2 - Common problems About Ticket Payment

Common problems with the previous Myki system included limited options for travel if the card was forgotten, difficulties in topping up balances, and card expiration.

Understanding The Users

User Interview

Insight:

  • Payment Issues

  • Public transportation is affected by weather & road disruptions

  • Frustration of the PTV mobile app design

  • Journey Map

Summary of The Pain Points

Journey Map

Defining The Problems

Persona

  1. How might we provide real-time updates for PTV users, so that they can access up-to-date navigation information to Upgrade their Daily Travel Experience with PTV and increase ridership?

  2. How might we personalize notifications for PTV users so that they can get Live Traffic Updates, delays, and relevant information to Enhance their Daily Journeys with PTV?

  3. ​How might we offer fare structures for PTV users so that encourage them to use public transportation, especially for events and Festivals in off-peak time?

What is the real problem of current PTV app?

PTV needs to provide up to date and reliable services on their digital apps, while encouraging public transportation usage, especially during off-peak time.

Possible Soulutions

  • Push notifications for transportation delays,​ ensuring time-saving travel.

  • Off-peak events so that make public transport more affordable and Increase ridership.

  • Reward system.

Design Collaboration

Push Notifications

Off-Peak Events

Reward System

User Flow

Proposed Solution

Outcome

How did we change the PTV app?

  • Encourage App Adoption​

  • Personalize Notifications​

  • Promote Events and Festivals​

  • Emphasize Cost-Effectiveness(By offering flexible fare structures and discounts during off-peak hours)​

  • Enhance Real-Time Navigation​

  • Embrace User-Centric Design​

  • Strengthen Public Transport Experience