OMNY(Public Transportation Contactless Payment system)
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.
UX/UI Designer | UX Researcher | Prototyping | Testing
Figma | Miro
Oct 2021 - Feb 2022
Set Project Goals
Comparative Analysis Affinity Map
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.
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.
Produced clean design concept
Created dashboard, reloading system, GPS navigator, and bus/subway real-time schedules.
Gained 300+ positive reactions in a global UX Design Group.
Increased user satisfaction by conducting user testing.
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.
of passengers take public transportation 3-5 days a week
of passengers prefer to use OMNY
of passengers have experienced a swiping issue & insufficient balances
of passengers prefer to have ‘30 days unlimited fare plan’
of passengers prefer to have ‘Pay-per-ride’
of passengers prefer to use the current MetroCard
To conduct user interviews with 5 participants to analyze the problems and user needs.
Competitor Research & Analysis
To conduct competitor research to gather ideas for features on the app.
After conducting surveys, user interviews, and competitor research, I discovered that all users had experienced similar issues with the current MetroCard system.
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.
To create an affinity map based on user interviews to organize information for improvement and solutions for the app.
To create personas based on a survey, user interviews, and competitor research to gather the ideas for the app.
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
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
To create a sitemap to clarify the project goals.
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.
User flow - Purchase fare plan
User flow - Quick top up
To sketch based on research and synthesis.
To create wireframes based on the sketching.
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.
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.
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.
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.
Users felt that it was hard to see alerts, so I edited two separate boxes for each sign to be precise.
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.
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.
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.