Toronto Transit Commission (TTC)
Safe-transit app for commuters
Sector Transportation
Role UX/UI Designer
Client Mentorship
Project type UX/UI Design
Deliverables User Research, Wireframes,
Prototypes, Design System
Team Creative Director
Art Director / Product Manager
2 UX/UI Designers
The Toronto Transit Commission (TTC), North America's third-largest transit system, provides 1.7 million rides daily to
Canadians in Toronto.
With a reputation for safety, reliability, and excellence, TTC operates
across five modes of transportation such as bus, subway, streetcar, and paratransit services. Committed to delivering a world-class, accessible
transit system, the TTC aims to meet the needs of its customers and
match the quality of life in Toronto.
Despite the widespread use of public transit, many passengers
struggle with reporting safety incidents, leading to unreported risks
and unresolved safety issues.
Problem Statement
Transit users need a reporting feature in the app
that addresses real-world safety scenarios, providing more than basic functions to improve
public safety.
Target Users
Information Architecture
Emergency
Legends
Wireframes
Low Fidelity
Homepage
Non-Emergency
Emergency
I learned the importance of considering the individual during user
research, particularly in minimizing bias. Accessibility should be a
priority when designing an app, including factors like language barriers and varying levels of technological proficiency. Since not everyone is
familiar with design tools like Figma, it's crucial to offer clear guidance
during testing without leading the user. Additionally, when creating a
design system, it's best to start with the basics and increase complexity as needed based on the app's design requirements.
Design System
Market
Research
Market research for transit report
>5
number apps are recommended by the TTC for info on transit.
44%
percentage of residents feel unsafe riding the TTC alone (circa 2020)
1,200
number of police reports were filed in 2020 in reference to the TTC
4
number of apps contained safety reporting features (including SafeTTC) in the iOS store.
Insights
Transit reporting apps’ banner ads and excessive text create
cluttered interfaces, making it harder for users to navigate the app and report incidents effectively.
Opportunity
Streamline the app’s interface by eliminating unnecessary
elements such as banner ads and condensing text-heavy
sections. Focus on a clean, user-friendly design with clear
call-to-action buttons to improve the overall user experience.
Distracting and Cluttered User Interface
Insights
Transit reporting apps lack precise location tracking, only allowing users to report incidents based on general bus or train lines, limiting the accuracy of safety reports.
Opportunity
Implement a GPS-based feature for more accurate incident
location tracking. Add real time location updates within the
app to enable users to report the exact location of incidents,
improving the accuracy of safety data.
Inadequate Location Tracking Features
Insights
Most transit reporting apps feature long, hard-to-read
incident reporting forms, with extensive lists of report types
that complicate the user experience. This discourages users
from completing safety reports.
Opportunity
Introduce a simplified reporting feature with categorized incident types and shorter, clearer forms. Add a search or filter
function within the report form, allowing users to quickly find relevant options and complete reports efficiently.
Overly Complex Reporting Forms
Bubbly Bob
The Bystander
Bob is a 35-year old marketing manager who
commutes daily on the TTC, using subway lines
and streetcars for work. He’s not overly concerned about safety unless there’s a direct threat of violence, and he prefers using tools like Google Maps
and the TTC website for transit schedules and
service alerts.
Although safety isn’t a major concern, having a
streamlined, user-friendly reporting feature
would increase his willingness to participate
and improve his overall commuting experience.
Scared Scarlet
The Victim
Scarlet is a busy woman living in the GTA,
commuting alone to work or school using public
transit. She feels anxious and hyper-vigilant
during her trips, particularly at night, and
is constantly aware of her surroundings, avoiding distractions like music or podcasts. Crowded
buses and trains make her feel uncomfortable,
and she tends to scrutinize those around her,
always on edge about potential safety risks.
Whileshe relies on tools like Google Maps for
transit schedules, her experience would greatly
improve with enhanced safety features and a
more visible security presence on the TTC.
Research Insights
Non-Emergency
