MSc UX & Service Design
Prototyping Services and Interfaces (Assignment Submission)
The Project
The project for this module is focused on the production of a series of prototypes based on a project brief that you will identify. Students were tasked with (1) defining the key needs of the user group and ideating potential solutions, (2) prototyping three low-to-medium fidelity prototypes, and (3) documenting the prototypes through an online portfolio.
Context
For this module I will be working on a project developed in Semester 1 as part of the Design Thinking for Services module where I was tasked with creating a design solution that contributes to a service of my choice. I chose the area of public transport in Cork and through weekly lab tasks I was able to generate ideas for potential solutions.
I choose this area to work on because Cork’s public transportation system is functional but falls short in providing a smooth, accessible experience for everyone. Delays, limited routes, unreliable platforms, and poor accessibility make commuting challenging, particularly for people with disabilities, the elderly, and those in underserved areas. As the city grows, the need for a reliable, connected, and user-friendly system is clear. The solution that I worked on was a real-time app that tracks selected public transport on a map.
"Public Transportation: Can commuting be made more seamless or accessible in Cork?" - This was the starting point for all subsequent ideation lab tasks.
Part 1: Needs Analysis and Ideation
Ideas for this solution were derived through weekly tasks in Design Thinking for Services along with brief discussions in a breakout room in Prototyping Services and Interfaces.
Prototype 2 - Storyboard
Scenario:
1. Cian, a 28-year-old office worker living in Cork city, wakes up late on a rainy Monday morning. He checks the time and realizes he might miss his usual bus to work. He’s already behind and needs to figure out the fastest way to get moving.
2. Just as he’s considering rushing out, a notification pops up from his public transport app: “Route 208 delayed – see quicker route?” Curious, he taps it and sees that the app suggests an alternative: walk three minutes to a nearby stop to catch a different route that will get him to work on time.
3. Cian quickly grabs his bag and follows the walking directions in the app. It even shows him live walking time and a countdown to the bus’s arrival at the suggested stop, helping him stay on track despite the rush.
4. As he nears the stop, Cian keeps checking the app. It shows the real-time location of the bus, updates him on any further delays, and alerts him when it’s approaching. He gets there just in time and boards with no stress.
5. Cian arrives at work on time and feels relieved. Despite waking up late and facing a service delay, the app helped him adjust quickly and make it in without needing a taxi or explaining a late arrival.
6. Before he puts his phone away, the app prompts him: “Save this route as a backup?” Cian taps yes, names it “Rainy Day Route,” and gives it a thumbs-up. He appreciates how easy it was to make a quick decision and now trusts the app to help him even when plans change.
User Person and User Journey
Prototype 3 - Service Advertisement Video
This storyboard outlines the initial video concept. It begins with a fast-paced introduction, using footage to highlight the current public transport experience in Cork. The second half shifts to an app mockup, showcasing how the user experience could improve with access to real-time transit tracking on a map.
Stakeholder Map
The stakeholder map was an effective tool for exploring public transport and its key players, as it provides a holistic view of the system, they are separated into 4 teams:
Core team - Cork City Council, Bus Éireann, Irish Rail, Public Transit Operators, Technology Providers.
Leadership - National Transport Authority (NTA), Department of Transport, Minister for Transport, Local Elected Officials.
Experts - Road Maintenance Crews, Urban Planners and Architects, Environmental Groups, Public Health Experts, Technology Consultants.
Kept in Loop - Commuters, Real Estate Developers, Media/Journalists.
The teams are mapped across 4 different categories: Responsible, Accountable, Consulted, and Informed.
Stakeholders are marked depending on their involvement and importance: Decision Maker, Heavy Influencer, Work Closely/Collaborate.
This describes a typical public transport user in Cork and their commuting experience. Mapping the user journey helped me generate ideas from weekly lab tasks by providing insights into their thoughts at each stage, from leaving home to arriving at work. It also highlighted the emotions involved, mainly anxiety caused by uncertainty.
Service Blueprint
A service blueprint helped with ideation by mapping the entire service process, showing pain points, and identifying areas for improvement. It helped generate ideas, check feasibility, and ensure a smooth user experience. By involving different departments, it creates practical solutions and helps prioritize changes effectively.
Part 2: Prototyping three low-to-medium fidelity prototypes
Prototype 1 - User Flow
This user flow shows a common interaction with the app - logging/signing in, logging out, searching route, selecting route/bus number, saving route, loading route and removing route.
Pain Points
Some pain points were derived from the Service Blueprint User Person and User Journey with a potential solution - “Having accessible online real-time data from an app or website could help users to better plan their commute, reduce waiting times at stops and reduce anxiety related to arrival times.”
Pain points:
Uncertainty Due to Delays
Cian wakes up late and has no idea if his usual bus is on time. - “I don’t know if I’ll make it or if the bus is even running on time.”
Lack of Real-Time Information
Without the app, Cian would be rushing blindly, checking different sources for schedules, hoping they are on time.. - “I wish I knew when and where to go instead of guessing.”
Inflexible Route Planning
A static timetable wouldn’t have helped him find an alternative. - “If one route fails, I have no quick way to adapt.”
Stress of Commuting in a Time Crunch
Rushing in the rain, watching the clock, worrying about being late. - “Being late stresses me out and ruins my morning.”
Low Confidence in Public Transport
Without accurate, responsive updates, users often consider taxis or give up. - “I can’t rely on the system to help me adjust when something goes wrong.”
Wireframes
High fidelity wireframes for the app were created so they can act as screen mockups for the prototyping aspect of this project.
Clean and typical log in screens as part of any app. The app was named GoCork.
This is the home/map screen - the user has selected the 201 bus route. It displays a simple and clean interface that consolidates essential data in one accessible location. The app's functionality supports both user and driver needs, enabling users to view the real-time location of buses or trains on a map. It provides quick notifications to keep users informed about potential delays. Users can specify a route and a corresponding bus number to access relevant data, including the available buses for their selected route, arrival times, ticket prices, and transport capacity. For added convenience, users have the ability to save frequently used routes.
When a user saves their routes they appear here, both bus and train. Routes can be removed and also loaded which brings the user back to the Home/Map screen to see the transport's journey in real time. Settings and profile were merged into a single screen to retain simplicity.
BA Creative Digital Media
UI design was a small part of my BA final year multimedia project at MTU. The project was focused on a 3D-based tool that allowed its users to experiment, adjust and display artwork in a variety of museum environments. Below are some images of planning, prototyping and design work on the user interface of the 3D tool.
Screen UI designs for an app that monitors health and exercise. This was done as part of a User Interface Design module in third year at MTU.
