Presto

Metrolinx is a Crown agency of the Government of Ontario that manages and integrates road and public transport in Greater Toronto. The PRESTO card product is a contactless smart card automated fare collection system used on participating public transit systems.

The SPOS system is the device used by station attendants to process a series of customer needs including issuing new PRESTO transit cards, purchase and refund tickets, load money, card configurations and more. This project is to work on the next generation of the PRESTO POS system for an improved customer experience and extending it's previous capabilities.

Role
Product Designer

Problem

As technology advances in the province of Ontario, the number of customers using GoTransit increased dramatically. Metrolinx is set out to update both their hardware and software solutions for their station POS system to keep up with time and to consistently provide good customer experience. The outdated system caused transit operators to experience slow processing of transaction, poor accessibility, and a workflow that is inefficient to the modern age.

Understanding

In order to understand the needs, we conducted user interviews to determine their motivation and pain points. Taking the information we gathered, we were able to put together personas that best represent real users. Creating user journeys and scenarios allowed us to empathize with the real users to determine what makes an improved product.

User research allowed us to discovery valuable insights that helped determine the product design direction
  • Majority of users interact with SPOS system using the touchscreen
  • 70 - 80 % of transactions are on Presto Cards
  • Most used payment methods are credit + debit
  • The most common transactions are loading money, single ride tickets, and underpayment management
  • Search results/suggestions for stations are not clear, due to the abbreviations system used
  • Attendants currently use a different computer for other feature
Design Sprints

Our goal was to solve for user-focused challenges and identify opportunities for improvement. We did this by running a series of design sprints, which helped us to reach clearly defined goals and deliverables and gain key learnings, quickly.

The design sprints generally involved 3 out of a 5-day cycle. Each week were came up with designs for a specific set of features and we presented back wireframes and a quick prototype to stakeholders and end-users for feedback. Often times, it’s hard to get the budget and availability for frequent testing but we did manage to include testing sessions every two weeks which worked out quite well.

Design

The PRESTO rollout is at full speed on the Go Transit and TTC with their recent rebranding. We needed to make sure the visual design of the POS system is consistent with the new brand image. Not only we were tasked with designing the UI for the POS system but to create the standards for all future digital products.

At the end of this project, I was brought on to refresh the bus driver transit devices using the designs established for POS system as the foundation.