umap- a service for the pittsburgh bus system

UMAPa service for the Pittsburgh Bus System

TEAM HOT WHEELSChristie AuwLauren ChapmanBryan Cheung

Designing For ServiceFall 2010Carnegie MellonSchool of Design

Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University

definition discovery synthesis ideaton realization

hunt statement

We are going to research how people schedule their bus trips so that we can deliver a more predictable system.

TERRITORY MAP

Port Authority of Allegheny County

EnvIROnMEnT PEOPLE

COMMUnICATIOnTIME

Bus Riders

Business People

Students

Families

Bus Driver

visitors

Signage

Maps of Routes

Timetables

Cell Phone

Web Site

Figuring Out Route/Bus

Wait for Bus

Bus Ride

Rush Hour

nights

Weekends

Bus Stop

Bus Ride

Stressful

Tired

Confused

Frustrated

Annoyed





“Waiting for 20 minutes for a bus, and not actually knowing when exactly they’ll come.”

“It bothers me that there aren’t timetables posted at most (or any?) of the stops I’ve seen.”



“There are long stretches of no buses, then 2-3 right after each other.”

“Don’t really plan, just hop on the bus.”



CURRENT ENVIRONMENT DESCRIPTION



CURRENT COMPaNy PERCEPTION

MISSION STaTEMENT

To deliver outstanding transportation services which connect people to life

VISION STaTEMENT To become America’s premier public transportation company



CORE COMPETENCy

They realize that their system is outdated and in need of change and are in the process of improving it.



PaT NEEDS

• Communicate clearly • Increase efficiency & reliability • Eliminate outdatedness • Maximize funding



CUSTOMER PERCEPTION

• Confusing • Dirty • Unreliable • Unpredictable • Stressful • Lack of resources



CUSTOMER NEEDS

• Just-in-time information • Accessible & easy-to-understand resources • Feel safe • Predictable & reliable system


Intra

stru

ctur

e

Local

Destinations

VisitorsInternational

NationalRegular

STakEhOlDER MaP




SERVICE blUEPRINT

Tourist GuidesMagazines

NewspapersInternet

Information CentreConciergeBusinesses

Bus StopsStreet Signs

Other SignageMaps

Bus StopBus

Bus Street SignsLandmarks

Onboard Display

Street SignsLandmarks

MapsOther Signage

SignPhysical Building

PHYSICALEVIDENCE

USERACTIONS

ONSTAGECONTACTPERSON

BACKSTAGECONTACTPERSON

SUPPORTPROCESSES

Decide Ask Find Wait VerifyTravel &Monitor

Find Arrive

Assists Assists Con�rmsDrives route

Calls out stopsNoti�es

AdvisesDrives to bus stop

Dispatchesbus

Provides traf�c updates

Port Authority Trip Planner

Tool

RouteShout System

Line of Interaction

Line of Visibility

Line of Internal Interaction



CUSTOMER jOURNEy

Decide

Ask

Find Bus

Wait Verif

yTra

vel &

Mon

itor

Find Des

tinati

on

Arriv

e

CustomerJourney

InformationNeeds

Emotions



Decide

Ask

Find Bus

Wait Verif

yTra

vel &

Mon

itor

Find Des

tinati

on

Arriv

e

CustomerJourney

InformationNeeds

+Emotions

CUSTOMER jOURNEy wITh PROblEM TOUChPOINTS



DESIgN PRINCIPlES

1. Communicate to users 2. Feel in control 3. Implicit & integrated into the journey



NEw SERVICE STRaTEgy

To put users in control of their own experience by providing just-in-time information in order to increase enjoyment and ease of use.



MOMENTS Of whaT COUlD bE

1. Interactive Map @ Bus Stops/Information Centres (w/ time component)

2. Break Maps down into neighborhoods

3. Creating Guide Map around neighborhoods

4. Improved Signage @ Bus Stops (indicating direction, time)

5. Real-time info @ bus stops -> expand and improve RouteShout

6. Improve website

7. Payments signs

8. Bus Shelter Design

9. Phone App

10. Map inside a bus to show where you are along a route



1. Interactive Map @ Bus Stops/Information Centres (w/ time component)

2. Break Maps down into neighborhoods

3. Creating Guide Map around neighborhoods

4. Improved Signage @ Bus Stops (indicating direction, time)

5. Real-time info @ bus stops -> expand and improve RouteShout

6. Improve website

7. Payments signs

8. Bus Shelter Design

9. Phone App

10. Map inside a bus to show where you are along a route

MOMENTS Of whaT COUlD bE



Introducing...UMaP


MEET kylE aND ClaIRE DE lESSEPS


Age: Early 30’s

Location: From Montreal, visiting Pittsburgh

Occupations: Kyle is a physician, and Claire is an elementary school teacher

Kyle and Claire are a young couple in their early 30’s from Montreal. Kyle is a physician by day, but an ardent hockey fan all the time. Whenever there is a hockey game, Kyle is either at the game (as he is a season ticket holder) or at the local sports bar with his buddies. Claire is an elementary school teacher; in her spare time, she enjoys spending time outdoors, drawing or painting nature scenes. Both, however, do share a love for travel and enjoy wandering around and exploring a new city. Walking and public transportation allows them to do this, but in a lot of cities, using these two means can become frustrating due to a lack of information.


UMaP SCENaRIO

BUSout

500, 75c,74a, 29d

?



BUSout

500, 75c,74a, 29d



Woo

d St

Rusk

in

Fifth

Ave

Penn

Ave

Howe

St



BUSout

500, 75c,74a, 29d



PROPOSED CUSTOMER jOURNEy

Decide

Plan

Find Bus

Wait Trave

l & M

onito

r

Find Des

tinati

on

Arriv

e

CustomerJourney

InformationNeeds

+Emotions



PROPOSED SERVICE blUEPRINT fOR UMaPTourist Guides

MagazinesNewspapers

Internet

Information CentreConciergeBusinesses

Interactive Map

Bus StopsStreet Signs

Other SignageMaps

Bus StopBus


Onboard Route Map


MapsOther Signage

SignPhysical Building

PHYSICALEVIDENCE

USERACTIONS

DYNAMIC INFORMATIONRESOURCES

STATICINFORMATIONRESOURCES

ONSTAGECONTACTPERSON

BACKSTAGECONTACTPERSON

SUPPORTPROCESSES

Decide Plan Find & Verify WaitTravel &Monitor

Find Arrive

Drives routeCalls out stops

Noti�es

Drives to bus stop

Dispatchesbus

Provides traf�c updates

Real-timescheduler

Line of Interaction

Line of Visibility

Line of Internal Interaction

Aids Aids

Guides Guides




Any questions? Thank you! :)

umap- a service for the pittsburgh bus system

Design

service fall

service team hot wheels

bus trips

pittsburgh bus system

predictable system

routebus signage

arent timetables

stops ive