DoubleMap is shuttle tracking system within the campus. Campus can vary from universities, hospitals or corporate companies or airports. We worked with DoubleMap and conducted usability evaluation of the mobile and desktop version of the application to improve the user experience. The project was more focused on user research and we applied various UX methods like cognitive walkthrough, contextual inquiry and user interviews, think-aloud, heuristic evaluations, etc. And at the end of the study, we delivered an usability evaluation report having findings and recommendations.

Competetive Analysis

We compared DoubleMap with the similar systems called TransLoc Rider and RideCell. Both of them were sharing same market space as DoubleMap and were targeting same user base.

# Attributes DoubleMap RideCell Translock Rider
1 No Sign up needed for use
2 Web application
3 Mobile applications
4 Provide vehicle arrival time estimates (upto 1 minute precision)
5 Real Time vehicle locations
6 Automated passenger counting system.
7 View specific route and associated stops.
8 Push notification alert for specific stop.
9 View current campus related announcements such as delays and rerouting.

Cognitive Walkthrough

Cognitive walkthrough is a task specific approach, so we started by defining set of tasks, which a novice user can perform.

  • Selecting own campus and route to desired location
  • Adding a bus stop in faviorite list.
  • Locating current location of bus.
  • Changing shuttle campus.
  • Writing feedback to the developers.

And in the process, we asked questions like if the user achieves his goal? is the goal achieving action is visible to the user? Can user co-relate that action with the goal? Is the action giving goal progress feedback to the user? All these questions helped us finding usability problems in carrying out all the actions.

We found few issues in each task, we documented every issue with screenshots and provided the recommendations to the best of our understanding of the application. When you discuss the issues with the product developers you find that a particular thing is done in a particular way because of some business aspect. Here's the full cognitive walkthrough report.

User Interviews and Contextual Inquiry

As the name suggests, contextual inquiry ideally should be taken within the context of the user, where the user is most likely to use the product. As DoubleMap is shuttle tracking system, end user mostly uses it near bus stops. So we conducted a the contextual inquiry sessions at school lobby which was near to the bus stop. During the process, we collected various quantitative and qualitative data like time taken by users to complete the task, observations, notes during the sessions, etc.

Process gave us insights about where users were struggling, few of them were as listed below:

Heuristic Evaluation

We performed Heuristic Evaluation based on Nelison Norman group's 10 heuristic principles.And reported them in the CMU's UAR format. All of us used the UAR formats and recorded the identified issues in the specified format following to that each member gave severity rating to the problem (if applicable). We also documented possible solutions to the issue, with tradeoffs. After every member completed the evaluation, we tried to identify the relationship between each issue. Here are some notable findings:

Current GPS Design
Recommended GPS Design

If GPS is disabled, then system should prompt user to update the status rather than doing nothing.

Current Direction Design
Recommended Direction Design

Searching should not be case sensitive. In android by default, the first letter of the word is caps and the subsequent letter is not. DoubleMap System should provide search result irrespective of the case sensitivity of the query.

Current Route and ETA info
Recommended Route and ETA info

The system should show exact and detailed information about routes and estimated arrival time.

Current Route Selection Design
Recommended Route Selection Design

Toggle button should serve the purpose of save button so that one click of the user can be saved.

Current Feedback Design
Recommended Feedback Design

Feedback system should be inbuilt, collecting quantitative data.

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