UMAP- a service for the Pittsburgh Bus System
- 1. UMAP a service for the Pittsburgh Bus System TEAM HOT WHEELS Christie Auw Lauren Chapman Bryan Cheung Designing For Service Fall 2010 Carnegie Mellon School of Design
- 2. 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.
- 3. 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 Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University definition discovery synthesis ideaton realization
- 4. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University definition discovery synthesis ideaton realization “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.”
- 5. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University definition discovery synthesis ideaton realization “There are long stretches of no buses, then 2-3 right after each other.” “Don’t really plan, just hop on the bus.”
- 6. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University definition discovery synthesis ideaton realization CURRENT ENVIRONMENT DESCRIPTION
- 7. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University definition discovery synthesis ideaton realization
- 8. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University definition discovery synthesis ideaton realization
- 9. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University definition discovery synthesis ideaton realization
- 10. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University definition discovery synthesis ideaton realization
- 11. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University definition discovery synthesis ideaton realization 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
- 12. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University definition discovery synthesis ideaton realization core competency They realize that their system is outdated and in need of change and are in the process of improving it.
- 13. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University definition discovery synthesis ideaton realization pat needs • Communicate clearly • Increase efficiency & reliability • Eliminate outdatedness • Maximize funding
- 14. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University definition discovery synthesis ideaton realization customer perception • Confusing • Dirty • Unreliable • Unpredictable • Stressful • Lack of resources
- 15. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University definition discovery synthesis ideaton realization customer needs • Just-in-time information • Accessible & easy-to-understand resources • Feel safe • Predictable & reliable system
- 16. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University Intrastructure Local Destinations Visitors International National Regular stakeholder map definition discovery synthesis ideaton realization
- 17. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University definition discovery synthesis ideaton realization service blueprint Tourist Guides Magazines Newspapers Internet Information Centre Concierge Businesses Bus Stops Street Signs Other Signage Maps Bus Stop Bus Bus Street Signs Landmarks Onboard Display Street Signs Landmarks Maps Other Signage Sign Physical Building PHYSICAL EVIDENCE USER ACTIONS ONSTAGE CONTACT PERSON BACKSTAGE CONTACT PERSON SUPPORT PROCESSES Decide Ask Find Wait Verify Travel & Monitor Find Arrive Assists Assists Confirms Drives route Calls out stops Notifies Advises Drives to bus stop Dispatches bus Provides traffic updates Port Authority Trip Planner Tool RouteShout System Line of Interaction Line of Visibility Line of Internal Interaction
- 18. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University definition discovery synthesis ideaton realization customer journey Decide Ask Find Bus W ait Verify Travel& M onitor Find Destination Arrive Customer Journey Information Needs Emotions
- 19. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University definition discovery synthesis ideaton realization Decide Ask Find Bus W ait Verify Travel& M onitor Find Destination Arrive Customer Journey Information Needs + Emotions customer journey with problem touchpoints
- 20. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University definition discovery synthesis ideaton realization design principles 1. Communicate to users 2. Feel in control 3. Implicit & integrated into the journey
- 21. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University definition discovery synthesis ideaton realization 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.
- 22. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University definition discovery synthesis ideaton realization 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
- 23. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University definition discovery synthesis ideaton realization 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
- 24. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University definition discovery synthesis ideaton realization Introducing...UMAP
- 25. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University meet kyle and claire de lesseps definition discovery synthesis ideaton realization 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.
- 26. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University umap scenario BUS out 500, 75c, 74a, 29d ? definition discovery synthesis ideaton realization
- 27. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University BUS out 500, 75c, 74a, 29d definition discovery synthesis ideaton realization
- 28. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University Wood St Ruskin Fifth Ave Penn Ave HoweSt definition discovery synthesis ideaton realization
- 29. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University BUS out 500, 75c, 74a, 29d definition discovery synthesis ideaton realization
- 30. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University BUS out 500, 75c, 74a, 29d definition discovery synthesis ideaton realization
- 31. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University proposed customer journey Decide Plan Find Bus W ait Travel& M onitor Find Destination Arrive Customer Journey Information Needs + Emotions definition discovery synthesis ideaton realization
- 32. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University proposed service blueprint for umap Tourist Guides Magazines Newspapers Internet Information Centre Concierge Businesses Interactive Map Bus Stops Street Signs Other Signage Maps Bus Stop Bus Street Signs Landmarks Onboard Route Map Street Signs Landmarks Maps Other Signage Sign Physical Building PHYSICAL EVIDENCE USER ACTIONS DYNAMIC INFORMATION RESOURCES STATIC INFORMATION RESOURCES ONSTAGE CONTACT PERSON BACKSTAGE CONTACT PERSON SUPPORT PROCESSES Decide Plan Find & Verify Wait Travel & Monitor Find Arrive Drives route Calls out stops Notifies Drives to bus stop Dispatches bus Provides traffic updates Real-time scheduler Line of Interaction Line of Visibility Line of Internal Interaction Aids Aids Guides Guides definition discovery synthesis ideaton realization
- 33. Designing For Service Fall 2010 Christie Auw Lauren Chapman Bryan Cheung School of Design Carnegie Mellon University definition discovery synthesis ideaton realization Any questions? Thank you! :)