Accessibility testing for the future of public transport
Client: Department of Transport and Planning, Conduent (Myki)
Role: User Researcher
Agency: Paper Giant
Year: 2023 - 2024
How can we make the future of public transport accessible to all?
We supported the Department of Transport and Planning (DTP) in deciding which fare validators best reflected the needs of customers with various accessibility requirements. Our research uncovered which design options were most intuitive, accessible, usable and safe.
The Challenge
As part of the Public Transport Ticketing transformation, the Department of Transport and Planning (DTP) appointed Conduent as the new supplier of fare validation devices. However, these validators look and behave differently from the infrastructure Victorians have grown accustomed to over the last decade.
The aim of this research was to understand which new fare validator design was most intuitive, accessible, usable and safe.
Methodology
Accessibility Testing
We conducted in-person accessibility testing with 80+ Victorians across a range of demographics such as location, age, travel habits and accessibility requirements. The diversity of this cohort reflected the different behaviours and needs of Victorian public transport users.
Throughout this research, we documented genuine interactions with functional validator prototypes in a simulated environment to understand customer attitudes, expectations, needs and pain points. We combined these observations and semi-structured interviews to evaluate the overall customer experience.
The Future of Public Transport
We provided a comprehensive insight report detailing our research methodology, findings, and design recommendations for the new fare validators.
These recommendations informed the new fare validators we use today.
Impact
This project significantly influenced decisions affecting millions of Victorians. These findings identified which design options were most effective, guiding the Victorian State Government and the supplier towards a seamless user experience.
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”