Research

Like with any major brief, I began the project with several rounds of research. Initially, I targeted three main user bases of the Myki system to gather an understanding of what they think of Myki.

Assumptions

To begin, I dedicated some time to write a total of five assumptions relating to the Myki system. These assumptions were issues, facts or problems that could be improved or required solutions in order to enhance the user experience. The assumptions I wrote were the following:

Commuters are discouraged to pay online due to long processing times of at least 24 hours. The Myki system makes traveling even harder for tourists due to the lack of temporary/visitor cards Travellers are unaware that top up amounts can be specific to fare costs It’s difficult for the commuter to check their current balance while traveling unless they specifically use top up machines or outdated readers The latest version of Myki cards are hard to distinguish between card types as they all have the same visual design.

Once I completed writing the assumptions, I needed to identify what kind of research method would be the most appropriate in order to gather the public’s opinion on them.

After researching some researching methods (ha!) I decided that the most effective way of communicating with the public and obtaining the information I needed would be through a series of surveys and contextual inquiries.

Research Plan

By using surveys and contextual inquires, my plan to obtain the publics experience with the Myki system is to approach people in areas within close proximity to public transport.

Beginning at Flinders Street Station, I will speak to commuters and have them fill out a survey based on their answers. In order to find tourists, I plan on visiting popular hot spots such as Federation Square where I will ask them other questions about their experience with Myki.

Lastly, a tram stop is located in front of the State Library which is also typically littered with many students sitting around. Therefore, I will focus on that area to conduct the remaining inquiries and surveys.

Conducting the Research

A total of three surveys were created to cover each of the assumptions and would include both quantitive and qualitative data.

Tourists — How does a complete outsider respond to Myki in its current state without a preconceived notion?

Payment — There are several ways to top-up and pay with multiple payment options. How are people using and topping-up their Myki?

Visuals — Myki undergoing a redesign has left some commuters confused about their card type. How have people responded to these changes?

Survey Results

A total of nine commuters were interviewed on the day

The Tourists:

All tourists surveyed all had a moderate to very positive experience with Myki. They all acquired their Myki card in person and were not made aware of the Visitor Value Pack. Only one tourist commuter knew how and needed top-up their Myki during their visit, while the others haven’t needed to yet.

The Local Commuters:

Every commuter surveyed uses Myki money with only one of them using the auto top-up feature. Only two had noticed the Myki readers no longer display their current balance, and they all believe this was a wrong move. Each of them believe the cards should have a different design so they can easily be distinguished.

Some Other Results: