The Challenge
Wellington's public transport users had no easy way to share real-time feedback about their journey experiences. Issues like crowding, delays, or service problems often went unreported, leaving both passengers and transport operators in the dark.
The Approach
I started by interviewing regular commuters to understand their pain points and what information would be most valuable to them. Through service mapping, I identified key touchpoints where feedback could be most useful.
The goal was to make reporting so simple and quick that people would actually use it during their commute—when the experience is fresh in their minds.
Key Features
- Quick tap interface to report common issues (crowding, delays, cleanliness)
- Route-specific feeds showing real-time reports from other passengers
- Anonymous reporting to encourage honest feedback
- Simple emoji-based rating system for fast input
User Research Insights
Testing revealed that commuters wanted to help improve the service, but traditional feedback methods were too time-consuming. The solution needed to work within the constraints of a busy commute—quick, one-handed operation was essential.
The Result
The app prototype successfully demonstrated a new way for passengers to share feedback and help each other make informed decisions about their journeys. The simple interface made it easy to contribute without interrupting their commute.
What I Learned
This project reinforced how important it is to design for the actual context of use. What works in a usability lab doesn't always work on a crowded bus. Understanding the constraints and designing within them led to a much more useful solution.
