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started a new job downtown2-3 times per week4-6 rides rapid ride Uses TGT instead of ORCA due to rewards program
No
Yes, when it worksNoticed that points redemption process doesn’t work when connected to wifiPoints get deducted and the ticket isnt added to their wallet
GeographyWill not make a special trip just for the app app to serve commuter, not commuter to serve the app
Cost, depending on how much money is in his bank accountCommute frequency - transfers KCM bussound transit train
had a job that was on a bus line that wasn’t serviced very well and experience issue with redeeming a ticket
8/9 comfortable with technology try to encourage friends to use the app during a mariners gametakes 10-15 mins teach their friends to get the hang of it
Any closures in the cityNew and upcoming campaignsPast campaignsclosuresissues getting over the bridge from west Seattle doesn’t feel like they would participate more in campaignsstrictly geographic
looks like more of the same didnt experience issues beforehighly values the updates portionmake a difference of being able to get home
pretty much the same process being a person commuting its a standard process to redeem
closure to a main artery to areaprepare people before they get on the bus especially for people on the outside of the city
Trent Wu- User Interview Notes
Part 1: User persona
Introduction:
Hello and thank you for participating in our user testing program. We're constantly working to improve Transit GO rewards, and your feedback is vital in this process. The purpose is to gain a deeper understanding of how you, as a valued user, experience our app. We want to learn about your habits, preferences, and any challenges you face while using the platform.
The interview will take about 20-30 minutes to complete and will consist of 2 parts. First, we’ll ask you a few questions about your public transit usage and your experience with the Transit Go App. Second, we’ll show you a redesign of the app and we would love to get your thoughts and opinions.
As a token of our appreciation for your time and input, you'll receive 1000 points at the end of this interview. Rest assured, all your responses will be kept confidential and used solely for the purpose of improving the platform.
There is no right or wrong answer. We encourage you to freely share your thoughts and experiences without any bias.
General Questions
Tell us about yourself and your public transit usage
General App Usage:
How often do you use Transit GO ticket?
Do you have an ORCA card? If yes, What are your primary reasons for using TGT instead?
Campaign Engagement:
What are your thoughts on the rewards campaigns within our app? How often do you participate in them?
What are some reasons you don’t participate in our rewards campaigns?
Redemption Behaviour:
How do you decide when you want to redeem points? How often do you find yourself redeeming points?
Are there any challenges you face when trying to redeem your points?
App Usability and Experience:
How would you rate the ease of navigation within our app from a scale of 1-10 (1-very hard, 10-very easy)
What are some of the challenge you face when you navigate through the app?
Part 2: Feedback on designs
Next, we want to show you refresh of the Earn and Redeem tab on the Rewards section of the Transit Go app. We’d love to learn more about your thoughts on this new design. Again, there is no right or wrong answer. We’d love for you to speak out loud and share your opinions.
What is your first overall impression of the new design? Do you like it? Why or why not?
Earn:
I’d like for you to navigate through the Earn tab and look for 3 things:
[You want to monitor how quick they were able to find this information and their overall impression of the way the page was layout]
What are your thoughts on the way the information is laid out on this page compared to the current design
What is your overall impression on the page?
Redeem:
Now, I’d like you to focus on the Redeem tab and redeem for a single ride ticket for an Adult Water Taxi for West Seattle. Please do not use the search functionality but actively search for the information.
How difficult was it to find this information compared to the current experience?
What is your overall impression on the page?
Closing Questions:
Would you be interested in participating in a follow-up interview or user testing session?
Do you have other comments or suggestions?
Thank You Note:
We will send you an email after this call that will provide you an invite code with steps on how to add it to your account. Once you enter the code you will receive the 1000 points for participating in the survey. Thank you again for you time, your feedback is greatly appreciated!
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