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OMNY(Public Transportation Contactless Payment system)

Individual Project

OMNY is New York City's new contactless fare payment system. Passengers can use the new fare payment system on all buses and subways with NFC-capable cards and smart devices in New York City. However, OMNY has not launched a mobile app yet.

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Type

Mobile Application

My Roles

UX/UI Designer | UX Researcher | Prototyping | Testing

Tools

Figma | Miro

Duration

Oct 2021 - Feb 2022

Design Process
Discover

Identify Problems

Set Project Goals

User Survey

User Interview

Competitor Research

Define
Prototype
Ideate

Comparative Analysis Affinity Map

User Persona

Sitemap

User Flows

Style Guide

Sketch

Wireframes

Hi-Fi Prototypes

Interactive Prototypes

Test

User Testing 

Problem
How might we switch users to a new system?

OMNY does not support multiple fare plans and can only use single rides. MTA does not provide a mobile application for managing new systems. Also, the current MetroCard reloading and managing systems are inconvenient.

Goals
Convenience, satisfaction, simplicity

More fare plans, the ability to reload the balances anywhere, check transaction histories, resolve a swiping problem, manage an individual account, and increase users’ satisfaction with using the public transportation systems in NYC.

Summary
  1. Produced clean design concept

  2. Created dashboard, reloading system, GPS navigator, and bus/subway real-time schedules.

  3. Gained 300+ positive reactions in a global UX Design Group.

  4. Increased user satisfaction by conducting user testing.

User Survey

To conduct surveys via Google Forms to analyze general problems, the necessity of an app, and the preference for a payment system with 22 participants.

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50.0%

of passengers take public transportation 3-5 days a week

54.5%

of passengers prefer to use OMNY

40.9%

of passengers have experienced a swiping issue & insufficient balances

45.5%

of passengers prefer to have ‘30 days unlimited fare plan’

40.9%

of passengers prefer to have ‘Pay-per-ride’

45.5%

of passengers prefer to use the current MetroCard

User Interview

To conduct user interviews with 5 participants to analyze the problems and user needs.

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Competitor Research & Analysis

To conduct competitor research to gather ideas for features on the app.

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SmarTrip

Clipper

Tap

Finding

After conducting surveys, user interviews, and competitor research, I discovered that all users had experienced similar issues with the current MetroCard system.

  • Swiping Metrocard 

  • Difficult to reload

  • Hard to manage MetroCard balances 

OMNY has problems as well. Users would like to use OMNY as the current MetroCard.

  • No variety of fare plans

  • Hard to manage fare expenses 

For competitor research and analysis, SmarTrip, Clipper, and Tap have similar functions that allow users to have multiple virtual MetroCards, various fare plans, and individual accounts.   

Affinity Map

To create an affinity map based on user interviews to organize information for improvement and solutions for the app.

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Persona

To create personas based on a survey, user interviews, and competitor research to gather the ideas for the app.

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Target Users
User Needs
  • Live in New York City

  • Own a smartphone/ any smart device

  • Take public transportation more than two times a week 

  • Have an experience riding public transportations

  • Age of 20s-40s

  • Check remaining balances

  • Refill MetroCard anywhere

  • Check transit transactions 

Hypothesis
  • An individual account helps users to manage their MetroCard

  • Synchronizing with more payment methods such as PayPal, Apple Pay, and multiple credit/debit cards

  • Transaction history helps to solve problems when they have an issue with MetroCard

Sitemap

To create a sitemap to clarify the project goals.

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User Flows

To create user flows to determine how many pages I needed to develop. Below are two user flows that are the essential function of the app.

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User flow - Purchase fare plan

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User flow - Quick top up

Sketch

To sketch based on research and synthesis.

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Wireframes

To create wireframes based on the sketching.

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Style Guide

To determine the design system with existing official OMNY colors and MTA colors. I chose SF pro for font because it is one of the high readability fonts.

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Image by Edoardo Busti
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Hi-Fi User Testing

To conduct usability testing with 5 participants. After usability testing, I discovered improvements, so I referred to users’ insights and revised the app.

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Users missed the swiping function of the search results. I revised the scrolling function to give an easy way to compare results on one page.

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Users wanted to add ‘Top up’ on the fare screen because it was an inconvenient way to go back to the home screen if they wanted to reload the custom amounts. I edited the fare list with bright colors to clarify.

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Users felt that it was hard to see alerts, so I edited two separate boxes for each sign to be precise.

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Users wanted to have ‘Sign out’ on the setting screen and they wanted ‘Language’ option as well.

Final High-Fidelity Designs

To create and revise based on the research, synthesis, and user testing.

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Reflection 
What I learned,

I learned a lot from this project. This project made me think again about how important the research stage is. Through the research, I could frame the design and see users' needs. As a result, I could apply the knowledge I had learned so far while working on the project. 

Next time,

I want to have an interview with teenagers and people who are disabled because MTA provides student and disability discounts, so I want to add this service for them.