umap- a service for the pittsburgh bus system
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TRANSCRIPT
UMAPa service for the Pittsburgh Bus System
TEAM HOT WHEELSChristie AuwLauren ChapmanBryan Cheung
Designing For ServiceFall 2010Carnegie MellonSchool of Design
Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
hunt statement
We are going to research how people schedule their bus trips so that we can deliver a more predictable system.
TERRITORY MAP
Port Authority of Allegheny County
EnvIROnMEnT PEOPLE
COMMUnICATIOnTIME
Bus Riders
Business People
Students
Families
Bus Driver
visitors
Signage
Maps of Routes
Timetables
Cell Phone
Web Site
Figuring Out Route/Bus
Wait for Bus
Bus Ride
Rush Hour
nights
Weekends
Bus Stop
Bus Ride
Stressful
Tired
Confused
Frustrated
Annoyed
Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
“Waiting for 20 minutes for a bus, and not actually knowing when exactly they’ll come.”
“It bothers me that there aren’t timetables posted at most (or any?) of the stops I’ve seen.”
Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
“There are long stretches of no buses, then 2-3 right after each other.”
“Don’t really plan, just hop on the bus.”
Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
CURRENT ENVIRONMENT DESCRIPTION
Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
CURRENT COMPaNy PERCEPTION
MISSION STaTEMENT
To deliver outstanding transportation services which connect people to life
VISION STaTEMENT To become America’s premier public transportation company
Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
CORE COMPETENCy
They realize that their system is outdated and in need of change and are in the process of improving it.
Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
PaT NEEDS
• Communicate clearly • Increase efficiency & reliability • Eliminate outdatedness • Maximize funding
Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
CUSTOMER PERCEPTION
• Confusing • Dirty • Unreliable • Unpredictable • Stressful • Lack of resources
Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
CUSTOMER NEEDS
• Just-in-time information • Accessible & easy-to-understand resources • Feel safe • Predictable & reliable system
Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
Intra
stru
ctur
e
Local
Destinations
VisitorsInternational
NationalRegular
STakEhOlDER MaP
definition discovery synthesis ideaton realization
Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
SERVICE blUEPRINT
Tourist GuidesMagazines
NewspapersInternet
Information CentreConciergeBusinesses
Bus StopsStreet Signs
Other SignageMaps
Bus StopBus
Bus Street SignsLandmarks
Onboard Display
Street SignsLandmarks
MapsOther Signage
SignPhysical Building
PHYSICALEVIDENCE
USERACTIONS
ONSTAGECONTACTPERSON
BACKSTAGECONTACTPERSON
SUPPORTPROCESSES
Decide Ask Find Wait VerifyTravel &Monitor
Find Arrive
Assists Assists Con�rmsDrives route
Calls out stopsNoti�es
AdvisesDrives to bus stop
Dispatchesbus
Provides traf�c updates
Port Authority Trip Planner
Tool
RouteShout System
Line of Interaction
Line of Visibility
Line of Internal Interaction
Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
CUSTOMER jOURNEy
Decide
Ask
Find Bus
Wait Verif
yTra
vel &
Mon
itor
Find Des
tinati
on
Arriv
e
CustomerJourney
InformationNeeds
Emotions
Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
Decide
Ask
Find Bus
Wait Verif
yTra
vel &
Mon
itor
Find Des
tinati
on
Arriv
e
CustomerJourney
InformationNeeds
+Emotions
CUSTOMER jOURNEy wITh PROblEM TOUChPOINTS
Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
DESIgN PRINCIPlES
1. Communicate to users 2. Feel in control 3. Implicit & integrated into the journey
Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
NEw SERVICE STRaTEgy
To put users in control of their own experience by providing just-in-time information in order to increase enjoyment and ease of use.
Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
MOMENTS Of whaT COUlD bE
1. Interactive Map @ Bus Stops/Information Centres (w/ time component)
2. Break Maps down into neighborhoods
3. Creating Guide Map around neighborhoods
4. Improved Signage @ Bus Stops (indicating direction, time)
5. Real-time info @ bus stops -> expand and improve RouteShout
6. Improve website
7. Payments signs
8. Bus Shelter Design
9. Phone App
10. Map inside a bus to show where you are along a route
Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
1. Interactive Map @ Bus Stops/Information Centres (w/ time component)
2. Break Maps down into neighborhoods
3. Creating Guide Map around neighborhoods
4. Improved Signage @ Bus Stops (indicating direction, time)
5. Real-time info @ bus stops -> expand and improve RouteShout
6. Improve website
7. Payments signs
8. Bus Shelter Design
9. Phone App
10. Map inside a bus to show where you are along a route
MOMENTS Of whaT COUlD bE
Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
Introducing...UMaP
Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
MEET kylE aND ClaIRE DE lESSEPS
definition discovery synthesis ideaton realization
Age: Early 30’s
Location: From Montreal, visiting Pittsburgh
Occupations: Kyle is a physician, and Claire is an elementary school teacher
Kyle and Claire are a young couple in their early 30’s from Montreal. Kyle is a physician by day, but an ardent hockey fan all the time. Whenever there is a hockey game, Kyle is either at the game (as he is a season ticket holder) or at the local sports bar with his buddies. Claire is an elementary school teacher; in her spare time, she enjoys spending time outdoors, drawing or painting nature scenes. Both, however, do share a love for travel and enjoy wandering around and exploring a new city. Walking and public transportation allows them to do this, but in a lot of cities, using these two means can become frustrating due to a lack of information.
Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
UMaP SCENaRIO
BUSout
500, 75c,74a, 29d
?
definition discovery synthesis ideaton realization
Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
BUSout
500, 75c,74a, 29d
definition discovery synthesis ideaton realization
Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
Woo
d St
Rusk
in
Fifth
Ave
Penn
Ave
Howe
St
definition discovery synthesis ideaton realization
Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
BUSout
500, 75c,74a, 29d
definition discovery synthesis ideaton realization
Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
BUSout
500, 75c,74a, 29d
definition discovery synthesis ideaton realization
Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
PROPOSED CUSTOMER jOURNEy
Decide
Plan
Find Bus
Wait Trave
l & M
onito
r
Find Des
tinati
on
Arriv
e
CustomerJourney
InformationNeeds
+Emotions
definition discovery synthesis ideaton realization
Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
PROPOSED SERVICE blUEPRINT fOR UMaPTourist Guides
MagazinesNewspapers
Internet
Information CentreConciergeBusinesses
Interactive Map
Bus StopsStreet Signs
Other SignageMaps
Bus StopBus
Street SignsLandmarks
Onboard Route Map
Street SignsLandmarks
MapsOther Signage
SignPhysical Building
PHYSICALEVIDENCE
USERACTIONS
DYNAMIC INFORMATIONRESOURCES
STATICINFORMATIONRESOURCES
ONSTAGECONTACTPERSON
BACKSTAGECONTACTPERSON
SUPPORTPROCESSES
Decide Plan Find & Verify WaitTravel &Monitor
Find Arrive
Drives routeCalls out stops
Noti�es
Drives to bus stop
Dispatchesbus
Provides traf�c updates
Real-timescheduler
Line of Interaction
Line of Visibility
Line of Internal Interaction
Aids Aids
Guides Guides
definition discovery synthesis ideaton realization
Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University
definition discovery synthesis ideaton realization
Any questions? Thank you! :)