Accessibility Redefined.

How catering for the few can help everybody else.

Client: CityMaaS  •  Role: UX Designer   •  Date: February 2019

The Brief

Design a successful flow to engage users in giving live feedback during their traveling with public transportation.

  • CityMaaS wants to create a seamless travel experience for both impaired and able-bodied users. With the use of crowd-sourced data and algorithm-based AI, it will provide live reports and route directions calibrated to the specific accessibility needs of the single user.
  • Taking accessibility as a core goal for our design, revealed me how these needs can be extended to everyone. Everybody can benefit when you cater to a wider audience.

My role: UX strategy, competitive analysis, user interviews, affinity mapping, wireframing, keynote presentation.

Read the extended case study on Medium

design studio

design studio

design studio

paper prototype

The Process.

Research. Competitors

To better understand how current travel application work, we did a Competitive Research. We also analyzed the user flow for Waze which relies on a high volume of crowd-sourced data. This allowed us to better understand how to engage users.

  • Opportunities: no apps allow to report live information, accessible routes are often inaccurate.
  • Waze: reporting is possible at any time, users are rewarded with points and feedback.

User Experience

To gain critical insights on how is the current experience of using public transportation (for both able-bodied and mobility impaired users), we sent out a screener and then interview numerous people.

  • Many pain points for mobility impaired people are shared by all the users of public transportation.
  • Users are frustrated with inaccurate, delayed travel information.
  • People are willing to contribute and share travel information.

Testing & Iterations

We facilitated a Design Studio with our clients. This allowed us to involve them in the creative process and gather many useful ideas. Then we proceeded with many rounds of usability testing. We used paper as well as mid and high-fidelity prototypes in InVision and gathered the following findings.

  • The report process needs to be quick and easy
  • Pre-made choices help to speed up the process
  • Feedback and points engage and retain users

after journey screen iterations

additional feedback screen iterations


To Improve.
Next Steps

Various things need improvement and further validation:

  • The main functions of the app, which is route planning and navigation, are at this point still at the beginning. The steps could be shortened and the interface redesigned.
  • The reporting tabs need to be able to identify better the location of the problem to report.
  • In the report and review screen, the “add more info” button should be visible from the beginning, but grayed out.
  • Design a way to allow to report a problem even when you are not officially on route could maximize the crowd-sourced data.

What I learned.
Efficient Design

Working on this project was a great and formative experience. 

  • I learned how to work with clients and manage expectations and communication in detail.
  • The Design Studio with our clients was incredibly useful and proved to be a great technique to make them part of our design process. I now consider this technique a very strong tool to work with clients successfully.
  • Time management and feature prioritization were very important skills, that I want to further hone on the next projects.

My Experience

  • This was an immensely interesting project. It drove me and my team right into the hard work for the final two weeks sprint at General Assembly.
  • Our client was impressed by the results of our research. It confirmed and widened their understanding of the users’ needs.
  • Our high-fidelity prototype set the base to develop their first MVP to begin real-world testing.

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