Travellers Journey Map

PROBLEM 

My goal was to familiarize myself with the transportation system in Calgary. While doing that, I identified issues, stress points, obstacles and problems that arise while taking public transportation. I chose to dive deeper into three factors people face while taking public transit: level of danger, opportunity for assistance and level of comfort. 

STRATEGY

Through a number of surveys with both people with physical challenges and without, I asked real users to rate their level of comfort, possibility of danger and opportunity for assistance on three different modes of transportation; C Train, Bus and Access Calgary. I completed these surveys electronically, asking participants to fill out a survey while taking public transportation through a Likert Scale. After facilitating the surveys, I then asked participants to record any comments they’d like to add that they feel is important to note about the public transportation process.

OUTCOME

By mapping this system, I identified the different parts of transportation and the level of comfort for each step. By identifying these steps and interviewing participants, I was able to identify the most challenging obstacles on a traveller’s route. While the findings were aligned with what I expected, it also opened my eyes to different issues while taking public transportation. A great deal of frustration in these users is when they are accessing information. This is when I decided this was the most important problem to solve in transportation.

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