Tap on the Go
Improving Public Transit Reliability in Ottawa
UX Researcher
Service Design
Sep - Apr 2024
Impact & Key Metrics
📈 150+ survey responses and 18 expert interviews.
📉 Identified 2 major communication gaps between riders and OC Transpo.
📌 Proposed an awareness campaign and app feature enhancements.
✅ Presented findings to the City of Ottawa and Algonquin College’s Research Day.
Background
Imagine waiting in -20°C for a bus that never arrives. That was a daily frustration for Ottawa’s transit users. As an international student and a UX researcher, I felt this issue firsthand. My 8-month project aimed to bridge the communication gap between OC Transpo and its riders.
Problem Statetment
How can we improve the communication between OC Transpo and riders to enhance transit reliability?
Proposed Solutions & Recommendations
Based on our research findings, we proposed some short-term and long-term solutions, keeping in mind that our solution needs to change or at least influence users' mental models and encourage them to communicate and share information without any confusion or hesitation with OC Transpo.
Read detailed case study below.
