INDUSTRY
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As an international metropolis, Sydney's public transportation system is of vital importance. However, low-to-middle-income families often suffer from traffic delays, long waiting times, and lack of transparent information during commuting. This not only increases commuting costs but also wastes time and causes mental stress.
The Sydney Commute Hub project addresses the pain points of low-to-middle-income commuters on public transport through an innovative interactive kiosk system and mobile device integration. The project not only improves the user experience, but also has significant social benefits, helping residents save commuting costs and improve quality of life. Through rigorous user research, repeated design iterations, and efficient team collaboration, the project resulted in innovative solutions for urban transportation systems.
PROJECT GOALS
To provide reliable and real-time traffic information for low-to-middle-income commuters, reducing waiting time and commuting uncertainties.
To provide alternative route and traffic cost-optimisation suggestions, helping users choose more economical travel modes.
DELIVERABLES
A high-fidelity prototype showing the interactive interface of the kiosk and its integration with mobile devices.
User-tested interface designs with key features refined from usability feedback.
A comprehensive usability testing and subsequent iterations.
Key Design Rational
Sydney Commute Hub is a transportation information solution customised for low-to-middle-income families, simplifying commuting through the seamless integration of physical kiosks and mobile devices.
Real-Time Traffic Information
Present the arrival and departure information of public transportation such as buses and trains in real-time, reducing the long waiting time of users due to information lag.
Alternative Route Suggestions
Offers dynamic route options tailored to real-time conditions, allowing users to choose cost-effective and time-efficient alternatives seamlessly.
Urgent Notifications
Delivers immediate alerts about service disruptions or delays, empowering users to make informed decisions and minimise disruptions.
Multilingual & Voice Support
Enhances accessibility with voice commands and multilingual options, accommodating non-native speakers and users of varying technological proficiency.
Feedback Mechanisms
Allows users to submit feedback and report issues directly through the interface, fostering user engagement and continuous system improvements.
Free Wi-Fi Access
Ensures seamless platform access for users with limited mobile data, supporting inclusivity and broadening service reach.
"Sydney Commute Hub" Interactive Prototype
QUALITIES & ADVANTAGES
The Sydney Commute Hub project showcases strengths in inclusivity, accessibility, and proactive problem-solving. By focusing on features such as real-time updates and alternative routes, the design effectively addresses the needs of commuters who rely on public transport but may face disruptions. The integration of multilingual and voice support demonstrates a commitment to serving diverse user groups, making public transport information more universally accessible.
IMPACT
The platform successfully engaged diverse user groups, including non-native English speakers, increasing its accessibility and inclusivity.
Final user tests showed that 85% of participants reported improved commute efficiency due to real-time updates and alternative route suggestions, saving an average of 15-20 minutes per trip.
The feedback mechanism encouraged active user participation, fostering a community-driven approach that supports ongoing improvements and adaptability.
According to the Final User Test:
significantly improved commute efficiency
85%
increase in user engagement among language-diverse groups
50%
The Immediate Alerts & Adaptive Route Options
help make informed decisions during service disruptions
75%
FRAMEWORKS
Design Thinking (Empathise, Define, Ideate, Prototype, and Test) + User-centred Design
PROCESS OVERVIEW
01
“EMPATHIZE”
Research & Analysis
We conducted extensive market research, competitor analysis, semi-structured user interviews, and online ethnography to deeply understand the commuting challenges of low-to-middle-income residents in Sydney. This phase identified significant gaps in real-time public transport updates and the need for alternative route options, shaping the project’s direction.
02
“DEFINE”
Problem Statement & Insights
Using the findings from the empathise phase, we defined a clear problem statement and created user personas and user journey maps to pinpoint user interactions and prioritise key features. This step provided a solid foundation to align the design approach with user needs and expectations.
03
“IDEATE”
Concept Development
In the ideation phase, we engaged in brainstorming sessions to generate a variety of design solutions and used concept screening to evaluate and refine these ideas. The focus was on incorporating essential features like real-time updates, voice support, and multilingual options that would best address user pain points.
04
“PROTOTYPE”
Building & Refining
We began creating initial sketches and low-fidelity wireframes in Figma. Multiple rounds of usability testing were conducted to gather user feedback. Using System Usability Scale (SUS) assessments and think-aloud protocol, we iterated on our designs, transitioning to mid-fidelity prototypes that included enhanced features such as multi-angle viewing and real-time chat to meet user interaction needs.
05
“TEST”
Validation & Final Adjustments
The final phase involved refining a high-fidelity prototype based on feedback from successive rounds of user testing. We implemented adjustments to improve navigation and real-time information integration. This stage aimed to ensure a seamless user experience, delivering a robust prototype that provided reliable transport updates and an intuitive, user-friendly interface.
SKILL DEVELOPMENT
User Research & Demand Analysis
In the early stage of the project, through detailed user interviews and data analysis, the pain points of commuters using public transportation were identified, enhancing the ability to extract core user needs from complex data.
Interaction Design & Interface Optimisation
Design low-to high-fidelity prototypes for in Figma, and optimise the interface based on user feedback, especially information presentation and interaction design. The iterative process has significantly enhanced the ability of user experience design and prototyping.
CHALLENGES & REFLECTION
Technical and Data Integration Challenges
Integrating real-time transport information and alternative routes presented significant challenges due to the dispersed nature of data sources. The team had to repeatedly refine and optimize the data integration strategy to ensure consistent and timely information. This highlighted the critical importance of robust data system integration and real-time reliability in future design projects involving complex information networks.
User Privacy Concerns
During user testing, some users expressed concerns about entering personal information on public kiosks. This feedback prompted a deeper reflection on privacy considerations in interactive design. As a response, we implemented features like automatic session resets and minimized data input requirements, emphasizing the need for designing with user trust and data security as key priorities.
Balancing Simplification and Functionality
A major challenge was finding the right balance between simplifying the user interface and maintaining a comprehensive feature set. Through multiple rounds of testing, the design was progressively refined to focus on essential functions while removing unnecessary complexity. This iterative process demonstrated that prioritizing clarity and usability enhances overall user experience without compromising core functionality.
