Feature Enhancement of MRT-J App
Apple Developer Academy | 2023
Project Overview
To help MRT-Jakarta users find the nearest station and nearest exit gate to their destination, we create a system that recommend the optimal route they can take to reach their destination.
In this project, We had the chance to collaborate closely with MRT-Jakarta. The objective of this project is to improve MRT-Jakarta experience.
Role: UI/UX Designer
Involvement: Research process, User interview, Interface design
Tools: Figma, Miro, Notion
Timeline: 1 week
. Thinking Process
We started translating the goal of the project into call to action in form of several challenges. Then, we listed down guiding questions regarding the challenges to analyze the problems better.
Secondary Research
We conducted desk research by doing desk research through online articles and internal resources.
User's Average Engagement Time is 8 mins and 21 sec which means the usecase of MRT-J is not only to buy train ticket.
Primary Research
To understand the real picture of problem that MRT-Jakarta faced, we did interview with MRT-Jakarta representative to understand the real picture of the problems that MRT-Jakarta faced.
One of our concern which haven't implemented yet is escalator direction information
With all of the signages provided, passengers still prefer to ask the security
We conducted interview with one of the security to know the real actor’s perspective about the problem.
Usually there are 10 passengers with disability using MRT facilities
Passenger with disability would be assisted by security to mobilize into the train and communicate with the destination station
Research Synthesis
After discovering the findings from the research, we found that one of the main concern of MRT-Jakarta is regarding the lack of passengers knowledge of directions to station's hotspots such as toilet, platform, or exit gate. In this scenario, passengers tend to directly rely to the security by approaching them. Meanwhile one of the goal of MRT-Jakarta is to create a "independent culture" for the passengers.
. Refined Challenge
With the new findings, we refined the challenge to:
Improve MRT-J app to provide reliable source for passenger in station mobility to support the "independent culture" of MRT Jakarta
. Thinking Process
part 2
With the refined challenge we begin new iteration of research to answer the new refined challenge by conducting user interview to 15 users of MRT-Jakarta. We wanted to validate the MRT station navigation experience to the real users and understood their point of view.
We categorized our interviewee into 2 characters which are the new passenger of MRT-Jakarta and is currently frequent using MRT-Jakarta to mobilize and the regular passenger of MRT-Jakarta.
11/15 interviewee prefer asking nearest security or other passengers to help them navigate
User Pains
After the interview, we listed down several problem that user faced:
Station signages are not clear and hard to access, even the symbols are not intuitive.
Struggle to navigate exit gate which closer to passengers destination.
Limited sense of direction due to the station location which mostly underground
User Persona
Meet Budi, he is a non-regular passenger in MRT-Jakarta.
Budi wants to seamlessly navigate to his destination using MRT.
Habits: Always prepare to know everything about how to get to the destination before going out and he is not willing to bother other MRT passenger if he can do it by himself.
Pains: Hard to access the signage especially at rush hours, Unreliable escalator schedule, long gate queue at rush hours, unreachable security, not an expert in navigating inside the station.
Gains: Know which the closest exists gate to his destination without asking people.
Research Synthesis
Based on the user interview, MRT-Jakarta passengers struggle to find the closest exit, particularly when aiming for a specific destination upon their first station visit. Despite the printed station maps, many passengers are still unaware, and exit signage with street names is not significantly helpful. A solution is needed to help users in locating the nearest exit efficiently.
Customer Journey Map
. Refined Challenge
part 2
With the new findings, it seems that the MRT-Jakarta wayfinding experience has a lot room of improvement. So, we refined the challenge to:
Improve the user experience to find the nearest exit gate from the user's destination.
Current User Flow
Concepting
. Solution Concept
In order to improve the MRT-Jakarta user experience of way-finding in MRT-Jakarta, our solution will solve the problem of finding the nearest exit gate to their destination when they don't know which exit gate that closer to their destination.
We provide MRT route recommendations based on their position to their destination by giving them specific navigation in MRT station with text, images, and directions icons.
. App Statement
An extended system that recommend the optimal route for MRT-Jakarta passengers to find the nearest station and nearest exit to reach their destination
Refined User Flow
. Prototype
Deconstruction
Identity
Wireframe
Low-Fidelity Design
High-Fidelity Design
Conclusion
Collaborating with External Parties
Engaging with an external party expanding my perspective for it's not only highlighting the importance of aligning user-centric design but also putting organizational goals into frame.
Process Overview for Clarity
After this project I learned that it provides a roadmap for a shared vision. Process overview provides a clearer visualization of the overall thought process before diving into the details.
Supporting Link:
Figma Prototype
Deck
Point of Interest, nearest events can be suggested to the user
Maybe for future development, live tracking navigation can be added
Why pedestrian being the top of the list? because it's giving