Fixing a Transit App’s Usability
Role: As a UI/UX Design freelancer, I aimed to secure a contract with Libeo, the agency in charge of the RTC Nomade's app new version.
Deliverables: User interviews • Competitive analysis • Usability testing • wireframes • High-fidelity mockups • Prototypes • Design pitch
PROBLEM
RTC's low app store ratings indicated significant user dissatisfaction.
RTC Nomad App provides public bus transportation for Quebec City. Unfortunately, its unintuitive interface led to low app store ratings and user discontent.
GOAL
I tried to solve the app's main problems in order to make it easier to use in just 8 days.
IMPACT
A user-friendly transit app boosting visibility and new opportunities.
Ultimately, I didn’t end up working with Libeo on the app redesign. Yet, this project significantly impacted my UIUX design career.
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In accordance with my NDA obligations, I have excluded sensitive data and made modifications to visual assets. All information presented in this case study is solely my own and does not represent the views of Super.
DAY 1
To get started, I wanted to understand commuters using the app and find out more about the other competitors in the market.
To begin gathering user feedback, I published a survey with 15 users (frequent and infrequent users).
By evaluating the general UX and app competitors’ functionality, I identified the main app shortcomings.
DAY 2
Testing the existing app allowed me to identify its main shortcomings.
I conducted a usability test with 6 users (users and non-users of the app). I focused on testing crucial user tasks like creating an itinerary and finding bus lines.
DAY 3
While reviewing my testing notes, I observed 4 common frustrations among users.
This also confirmed some usability issues I had identified during the competitive analysis.
Suboptimal onboarding experience
Cluttered home & app navigation
Hard to find opposite bus line information
Ineffective bus disruption notifications
DAY 4
The survey results revealed a new feature opportunity.
I concluded the survey published on day one. The survey revealed that 56% of users were eager to share feedback on their trip.
DAY 5
To start tackling the app's key issues, I began to rethink its flows.
It came time to explore solutions to the app's core usability issues. To do this, I drafted an improved version of the existing user flow.
DAYS 6 to 8
After identifying the necessary improvements, I began addressing the app's main problems.
Flagging brand discrepancies
From the beginning, I identified a challenge for users in finding the app in the App Store due to logo use inconsistency. Fixing this would prevent future user frustrations.
Improving app onboarding
BEFORE: App onboarding prompted many system permission requests. This was overwhelming and most users just ended up ignoring them.
AFTER: Instead, I delayed permission modals to the end. I also created an onboarding experience that conveyed the app's value firsthand.
Rethinking the homepage
BEFORE: The homepage was complex, with navigation options distant from the trigger zone and an excessive number of menu options.
AFTER: I focused on presenting only essential information. I prominently displayed bus lines and quick access for search and favourites.
Fixing bus line navigation
BEFORE: Users found it hard to locate the information about opposite bus directions. This led to extensive scrolling.
AFTER: I proposed combining both directions under a single tab. This eliminated the need for scrolling down to view each direction.
Improving disruption notifications
BEFORE: Bus line disruption notifications were excessive and cluttered. This added visual noise and made them hard to read.
AFTER: I suggested personalized push notifications to reduce unnecessary alerts. I restructured the information for better clarity.
Adding feedback capabilities
To make the most of users' willingness to provide trip feedback, I created a post-trip feedback system.
HANDOFF
Delivering a detailed plan for the user interface and experience design.
I presented my usability solutions and proposed further improvements such as an in-app ticket and a news page.
KEY LEARNING
Embracing limitations to power creative problem-solving.
Meeting the 8-day deadline was tough for me as a designer. It limited the design work I could do. However, I still managed to achieve great results. This experience taught me to simplify my approach and prioritize tasks based on their impact.
