Myki Accessibility Testing
Client: Department of Transport and Planning, Conduent
Role: User Researcher
Agency: Paper Giant
Year: 2023 - 2024
We supported the Department of Transport and Planning (DTP) in deciding on suitable fare validator devices for manufacture, by ensuring devices reflect the needs of customers, across demographics, ability and familiarity.
Our research uncovered which design options were most intuitive, accessible, usable and safe, and informed the fare validator design you see today.
Conduent will supply new fare validation devices to the Department of Transport and Planning (DTP) as part of the Public Transport Ticketing transformation. The validators will look and behave differently from the infrastructure Victorians have grown accustomed to over the last decade. This research uncovers which new fare validator design options are most intuitive, accessible, usable and safe.
The Challenge
Methodology
We engaged over 80 Victorians with varying travel habits and accessibility requirements from across Victoria. Their diversity reflected the different travel behaviours and accessibility needs of Victorian public transport users.
The research documented genuine interactions with validator mockups in a simulated environment to unearth customer attitudes, expectations, needs and pain points. We combined observations and semi-structured interviews to evaluate the customer experience.
Deliverables
We provided comprehensive insights reports detailing our research methods, findings, and design recommendations for the new fare validators.
Impact
Our testing evaluated the next generation of fare validators with a diverse user base. The findings identified which design options were most effective, guiding the Victorian State Government and the supplier towards a seamless user experience.
This project significantly influenced decisions affecting millions of Victorians. Collaboration with Conduent and the Department of Transport and Planning was key to ensuring our insights supported effective decision-making.
By focusing on user-centred design and inclusivity, we aimed to make public transport more accessible and user-friendly for all.
“It was wonderful. My facilitator (Farhana) was kind, empathetic, encouraging, and dedicated to her work”