WAVE
Background
As a result of steep hills, knee deep snow and sharp turns - there was a disconnect in the public transit system creating an accessibility gap within the heart of Providence, Rhode Island. In 2018 when this project was carried out, Rhode Island Transit Authority did not yet have a phone app, or a para transit fleet for last mile connectivity.
Role
Lead Designer
Platforms
iOS
Areas
Strategy, UX/UI, Accessibility, and Social Design
RIPTA bus drives through Providence East Side Tunnel.
Source: RIPTA
User Story
A deep analysis of the stakeholder landscape led to the categorization of stakeholders into Daily Commuters, Occasional Commuters, RIPTA, and Non-Commuting Outliers (potential commuters). By facilitating participant exercises and conducting interviews with stakeholders across Providence, I was able to create a comprehensive picture of the friction points and opportunities within and around the public transit system in Providence.
Community members participated in a group exercise designed to envision the future of public transportation in Rhode Island. Each group was provided with puzzle pieces, and were prompted to write their ideas and desires for the future of public transport on these pieces.
Once completed, the groups came together to assemble their puzzle, which formed the shape of a bus. This exercise fostered a collaborative environment where diverse perspectives could converge, providing invaluable insights into community needs and aspirations for the future.
Observations of bus shelters revealed that many lacked crucial details on bus routes and timings, with some offering no information at all, underscoring a major gap in accessibility.
A public feedback station allowed everyday commuters to share their specific pain points and desired improvements for the transit system, providing crucial insights from those who rely on public buses daily.
Insights from RIPTA
The research phase included in-depth discussions with RIPTA leadership, a thorough examination of the transit system’s operational strategies, and a study of their 2020 Downtown Transit Connector plan. These insights provided a clearer understanding of the factors influencing route planning and the broader decision-making processes that shape public transportation in Providence.
Apart from the snow and sharp turns, economic feasibility is a big factor for bus routes around college hill.
Amy Pettine, RIPTA CEO
Bus routes are updated every three years, based on ridership patterns, regional economic growth and research based new developments. Bus Frequency is based on the density of routes and economic feasibility (riders per bus).
Barbara, Dir. of Public Affairs, RIPTA
Claire J. (outlier group)
“Even as someone with a car, if the public transport system worked I would be happy to combine a car and transit to get around.”
Key Pain Points
The research identified several key pain points in the transit system:
Accessible and up-to-date bus schedules
Challenges with last-mile connectivity, especially for wheelchair users
A demand for real-time updates on bus locations and delays
Improved stop announcements within buses
A strong preference for cashless ticketing options
Persona Storyboards
To understand user challenges, I created personas and storyboards depicting real-life scenarios. These highlighted key pain points like the need for live tracking, accessible routes, in-bus announcements, and digital payments, guiding the development of key app features.
Persona: Jane Doe
Age: 21
Occupation: Brown University Student
Disability: Wheelchair User
Technology Preference: Apple Pay User
Jane gets ready for class, checking her phone for bus timings using a third-party app.
Jane arrives at the bus stop but feels uncertain if she missed the bus or if it’s late since the app is unreliable.
Her bus arrives but drops her off far from her campus, forcing her to travel uphill to reach her destination.
Jane arrives late to class due to the extra time needed to reach her building.
Although her Brown ID allows free rides, Jane sometimes forgets her wallet, as she prefers Apple Pay.
Persona: Rahul Das
Age: 28
Occupation: Financial Analyst at BoA
Location: Downtown Providence
Technology Preference: Primarily uses apps for productivity and convenience
Rahul hurries out of his apartment, heading to the bus stop for work. He has an idea of when the bus will arrive but cannot live track it.
At the bus stop, Rahul checks his phone but is unsure if he missed the bus or if it’s late.
On the bus, Rahul likes to work on his phone or laptop, but he gets distracted while working.
Distracted by work, Rahul misses his stop due to the lack of in-bus stop announcements or signals for the next stop.
Rahul often wishes there was a way to purchase tickets online, but there’s no such option available.
Approach
Given the broad nature of the opportunities, the answer came in the form of a four part solution which would be rolled out over five years, falling into RIPTA’s downtown transit connector plan of 2020. It includes an app, and smart shelters to enable clear communication between RIPTA and its users, followed by smaller mobility solutions that bridges the gap in the transit system by connecting wheelchair users and other residents on college hill to the wider public transit grid.
0-9 Months
Phone App
2 Years
Smart Shelters
3 Years
Zero Emission Vehicles
5 Years
Autonomous ZEVs
Phone App
Multiple low fidelity iterations for the MVP were put to the test with users to obtain usability data, and for task flow improvements. The main functions for users included; Trip Planning, Bus Tracking, Schedules, Payments, and Card Loading.
Iterative Wireframing
Prototypes
High-fidelity prototypes were created to refine the visual design and ensure a seamless user experience across core functionalities.
Quick and hassle-free onboarding with flexible payment options. RIPTA WAVE offers the convenience of a prepaid card for regular users or individual ride tickets for occasional trips, ensuring seamless contactless payments.
Easy access to tickets, wallet top up, route information and more on the home screen.
Ticket purchase confirmation screen (left); and active trip screen (right).
RIPTA AR
The interface simplifies access to bus and bus shelter information on the go, whether you’re across the street or viewing a bus stop from a high-rise window.
The AR experience enhances convenience by enabling single-ride ticket purchases in just three taps.
Smart Shelters
Smart shelters offer touch-enabled displays with real-time information on waiting times, bus locations, and routes, providing an interactive and seamless transit experience.
Zero-Emission Vehicles
Zero Emission Vehicles (ZEVs) in Providence’s public transit system will mark a major step towards sustainable urban mobility. These eco-friendly buses will reduce carbon emissions while enhancing the city’s commitment to cleaner, greener transportation for all.
Point-to-Point Autonomous ZEVs
The map (left) illustrates the service gap on College Hill, impacting residents, students, and individuals with special needs who rely on public transportation. This gap can be bridged by deploying a fleet of smaller RIPTA vehicles to form a grid covering the length and breadth of College Hill. This grid would seamlessly connect to the main transit artery in the area, the East Side Tunnel, ensuring comprehensive and accessible coverage.
Small capacity autonomous RIPTA ZEVs.
Let’s chat.
If you have any questions or would like to discuss further details, please reach out.
