Rock Region | Metro

An app redesign that provides nearly 3 million passengers seamless inner city transit options.

Role - UI/UX Designer

The Problem

Users need a seamless way to purchase passes as well as a more efficient way to navigate their transit routes and schedule bus rides.

The Background

Rock Region Metro has seen a 30% decrease in the number of passengers and has had to cut underperforming routes as well as 20% of their drivers.

Goal

Increase the number of passengers by identifying the pain points that cause users to discontinue their transit pass and utilize other methods of transportation instead of Rock Region Metro.

Research Methods

User Surveys
User Interviews
Usability Testing
Affinity Map

Key Insights

Multiple applications are the cause of most users frustrations when it comes to navigating the transit system. There is an app for routes, an app for scheduling rides, and an app for purchasing the bus pass.

Transit alerts are outdated and unreliable. In app alerts always redirect users to a web based alert system.

Purchasing a bus pass was another major pain point that users faced. Inside the native app the option to purchase a pass would redirect the user to a website and then instruct the user to download another app to purchase the pass.

User were not able to rely on bus route updates. There wasn’t a push notification option for route updates. The app sends the user to a web based systems and then instructs the user to download google maps for accurate route updates.

The Solution

Consolidating all of the applications into one central location for users to be able to navigate their routes and to eliminate the need to use other transportation services.

Minimum Viable Product

An application that houses all the main features as well as the ability to provide accurate and real time notifications for updates and alerts for the Rock Region Metro transit system.

Information Architecture

The main focus was to be able to access all of the main apps in one central location. This would simplify the user experience and make it more likely for people to continue to use the transit system. Below is a user flow that reflects the MVP and a condensed version of the sitemap.