In a previous post, we talked about how to discover needed information and conduct effective interview to find core reasons for the user behaviour and needs.
Define
After collecting primary and secondary research, collected data was put into infinity diagram to distribute information into groups in order to analyze results. After grouping information, two research concerns came out: How can the government increase capacity and improve customer experience and safety, so no passengers or drivers have to be compromised? And by asking the right question we are on a way of finding a solution. Albert Einstein said: “If I have an hour to solve a problem, I will spend the first 55 minutes determining the proper question to ask” and the key to asking the right question is to make a question as simple as possible, but not simpler. To have a better understanding of the collected data, user-research was reflected in 3 personas. Personas helped to package user research from different areas into an easy-to-use format. It also helped to maintain focus on the user needs during the development stage and to test and evaluate ideas and concepts against the persona’s needs.
(Example from one of the personas)
A clear understanding of the problem through asking correct question allowed us to move forward to the next stage – understanding the system, Understanding the system lets us to distinctly see where and how to implement the changes effectively. The Ukrainian transport system is under the control of the government. Government allocates budget to local authorities which can impose any changes issued by the Minister of Infrastructure. From local authorities, it goes to Infrastructure (Overcrowdings, Sanitation, Maintaining Workforce), Information and Control. The areas of Infrastructure (overcrowdings, sanitation, maintaining workforce), information and control has to be improved to solve the problems of public transport.
Continue reading on the next blog post (Ideation)
Design Series: Problems of Public Transport During the Pandemic. Ideas and Solutions.
