PAT track is a real-time tracking application for Port Authority (public) buses in Pittsburgh. The application has a map based interface where the users can view the buses moving (for the selected routes) in real-time. The application is powered by real-time tracking API which is made available by Port Authority and is available on Android OS only.
I am currently a graduate student at CMU, Pittsburgh. I regularly use public bus to commute between campus and my home. I use PAT track app to track buses and check their arrival time. The app has a large user base of daily commuters given how reliable the information is. Even though the application is useful, based on my experience, I identified a set of challenges that were a hindrance to the usability of the app. I felt it was worth spending time imagining the ideal experience of an application that is used by people as a part of their daily lives.
It was now time to validate my problem hypothesis with actual users of the applications. I looked for people whom I did not know and from demographic that was different than mine through my network. The idea was to get unbiased and unique perspectives to the problem statement.
So I prepared a comprehensive research and observation guide for my interviews.
Research and Observation Guide
I created different themes for insights gathered from the interviews and then represented in the form of an affinity diagram.