For 6 weeks, my role was working with The App Business team and TFL's Product Owner and Business Analyst to bring a concept to life.
We started the project by visiting many London Underground stations and asking the staff about their most painful tasks.
We have identified many, but decided to focus on two:
– When there was overcrowding in a station, a staff member had to identify which platforms were being affected and walk back to their office, where they would call the London Underground Centre (LUC) and they would create the alerts to be displayed on social media and the station screens.
– When there was a faulty lift, a staff member had to identify it and then call the LUC to inform the passengers as soon as possible.
Staff were mostly constantly moving around the stations and we have decided this project should be built for a tablet.
It is portable and it's connected to the station's wi-fi.
Our solution would make this information arrive at the LUC way faster and consequently, the passengers would also be alerted quicker, which then they could make better decisions when going to an Underground station.
The design process consisted in:
– Interviewing the staff members
– Creating Personas
– Paper sketches
– Rough wireframes which allowed us to quickly test the app
– Visual designs
– Collaborate with the developers
When designing for these users I had to have in mind the fact they are constantly on the move and the biggest appetite was taking most of their cognitive load by having big buttons and a simple interface.