Wisdom Ejuetami
Product Designer and Engineer
Improving TFL Oyster Service UX
Background & Project Brief
Brief:
Produce a design for an interactive system to enhance user experience with a novel ticket-buying and travel credit top-up system for travellers in London
Key Problems observed in Ethnographic Study and Observations of TFL Rail Services Use:
• Getting caught out with insufficient funds on Oyster card to complete journey
• Getting charged penalty fare for forgetting to tap oyster at interchanges and stations without barriers
• Having to wait in queues just to check Oyster Balance
• Not noticing oyster balance when displayed on barriers / oyster tap in points
• Having to sign in on mobile app just to check Oyster balance
Development Process
1. Design Research
Completing ethnographic study and analysis of TFL Oyster ticketing service to identify issues and create design brief for solutions
2. Ideation and Development
Brainstorming concepts for solutions to the problems outlined in the design brief. Researching technology to be used in solutions to ensure their technical feasibility
3. UX/UI Design
Developing wireframes of the final app interface design - from high level goals to initial text storyboards, to paper sketches, to lo-fi digital wireframes to hi-fi digital wireframes
Solution Summary
Oyster Watch Smart Watch Wearable App Interface
Oyster Watch aims to solve the problems identified in the Ethnographic Study by providing useful information about a user’s Oyster Card status at a glance and discreet tactile feedback notifications to prompt user to avoid making costly mistakes when using Oyster Card on TFL rail services.
The Oyster Watch Smart Watch App Interface is part of a wider system of components making up the TFL Oyster Travel System
Smart Watch App Interface Features
Tap interface arrows to cycle through pages to view oyster information (card name, contact details, payment details, balance, last tap-in) at a glance
Perform key functions (oyster top-up, navigation to last tap-in) on oyster top up and navigation pages
Connection Status
Account Settings
Oyster Balance
Oyster Top-up
Last Tap-in Point
Navigation to last Tap-in Point
Multimodal Reminders
Oyster Watch utilises combination of haptic vibration feedback capabilities of smart watches and digital display visuals to provide engaging prompts for user interactions
Low Oyster Balance Reminder
Users receive notification prompting them to top-up their oyster when the balance falls below a set threshold to prevent them getting caught out with insufficient funds to complete their journey
Missed Oyster Tap-in Reminder
Users receive notification prompting them to navigate to the nearest Oyster Tap-in point if they miss an interchange tap-in point or exit a station that doesn't have barriers without tapping out to prevent them being overcharged for their journey
Oyster Watch System Set Up
Oyster Watch system set up by pairing app on smart watch with Oyster card via app on smart phone
1. Navigate to Oyster Watch connection page on TFL Oyster Smartphone App
2. Accept Oyster Connection Request on Oyster Watch Smart Watch App
