Citymapper can get cooler (Ironhack prework: Design Thinking)
The company
Citymapper is a transportation app from London that comes in very handy when you need to get from one place to another, especially in big cities like Paris. It finds the shortest and cheapest way to get you where you need to be using public transportation like trains, buses, subways, or private services like Uber, Cityscoot, Virtuo, Kapten, etc… The application is pretty complete. It shows the user if there’s a subway line that is not working, a possible delay in the train schedules, the time it will take the Uber driver to pick him/her up, and the total price of the trip. It also shows which wagon is better depending on the exit you need to take after, which entrance/exit you should take, and if there is AC on the train. Pretty cool huh! But it doesn’t have it all.
The interview
After had interviewed 4 people about the most frustrating aspect when using public transportation I found out the majority of them agreed on TICKETS. First, the process of buying public transportation tickets can be very painful sometimes. Bad User Experience can be reflected in the long lines to purchase the tickets, the vending machines that are broken, and the frustrated users trying to understand how the platform works. Second, once you’ve gotten your tickets you are stuck with little pieces of paper you can’t lose, and depending on the zone you are going to they don’t work the same way BUT they look almost the same, so it is very confusing.
The problem
The main problem that needs to be solved is how can Citymapper make the process of buying and organizing tickets easier and to solve this issue a few key points need to be considered.
- Users need to be able to buy their tickets in the least time possible.
- Users will have different options when buying tickets (Daily pass, two way, 10 tickets package).
- When Citymapper proposes an itinerary, it needs to show what are the tickets needed and the price for them.
- A wallet attribute needs to be accessible at all times so the users can see their tickets.
The solution
The way to solve this problem and to make this app even cooler is to create a ticket feature in the Citymapper app where the user will have the option of buying, storing and handling the tickets needed directly from their phone (wallet). In this wallet, he will be able to buy different packages, for example, one ticket, day pass, 10 tickets, 2-way tickets, etc.
When Citymapper lists the different itineraries it will include the ticket needed in 2 colors. Color A to indicate the user has it on his wallet, or color B to indicate he doesn’t. Once an itinerary has been selected the user will be able to:
- Start the itinerary and a “Scan ticket” button will appear.
- Press the “Buy ticket” button that will let him buy the ticket needed and will show him other ticket options like a day pass or a carnet (10 tickets)
When the “Scan ticket” has been pressed a popup with the ticket will come out and after the user scans it, it will show the validity of it. After the ticket expires it will automatically go to the expired tickets function where the user can find it later on.
This feature needs to be very intuitive and fluid so the user can buy the tickets fast and easily. It also needs to match the look and feel of the overall application: friendly, well organized, simple, and uniform.
The outcome
This exercise was the first project in the Prework for the Ironhack Bootcamp and I learned how important it is to write down everything that comes to mind during the whole process of design thinking. It helps to get ideas clearer and to learn to describe in detail what you are doing and why you are doing it this or that way.
