oeffifeedback.fh-joanneum.at Öffi Feedback App Eva Goldgruber, FH JOANNEUM Astrid Tarkus, evolaris Denitza Iordanova, verkehrplus oeffifeedback.fh-joanneum.at … a research project to develop a feedback-system for public transport providers

oeffifeedback.fh-joanneum.at funded by: 2 Öffi Feedback @ UX Day 2014-11-15

oeffifeedback.fh-joanneum.at Tram left late? Chewing gum on the seat in the bus? Meritorious personnel? 3 Öffi Feedback @ UX Day 2014-11-15

oeffifeedback.fh-joanneum.at 2014-11-15 Öffi Feedback @ UX Day 4 providers passengers

oeffifeedback.fh-joanneum.at process 5 Öffi Feedback @ UX Day 2014-11-15 1. analysis & concept design 2. implementation (prototype 1) 5. implementation (prototype 2) 6. field test (Living Lab) 7. analysis & concept design 8. implementation (prototype 2) 3. living lab test and provider workshop (Living Lab) 4. analysis & concept design 6. field test (Living Lab)

oeffifeedback.fh-joanneum.at LIVING LAB TEST 7 Öffi Feedback @ UX Day 2014-11-15

oeffifeedback.fh-joanneum.at Aim • Test usability and subjective usefulness of first prototype of the „Öffi-Feedback“-App Method • Usability-Test - Thinking-Aloud-Methode combines observation & questions Sample • No. of Probands: n=12 (+1 Pilot Test) • Sample definition: 50:50 male/female, 22-49 yrs old, Smart-Phone-/App-User, already given feedback to public transport etc. Living Lab Test: Aim, Method & Sample

oeffifeedback.fh-joanneum.at Intro- duction Final evaluation Test Part of Usability-Test Task 1 First impressions, Start Page = Typical User Task = Review Task Task 3 Review of the categories, Autotext blocks Task 6 Review of Badges Task 4 Read Activity Stream Comments Task 2 Give Feedback Task 5 Response to operator feedback Living Lab Test: Test Agenda

oeffifeedback.fh-joanneum.at Living Lab Test: Results & Iterative Optimization …Optimizations of texts, badges, headlines, interface elements, tutorial/help, privacy information for field tests…

oeffifeedback.fh-joanneum.at FIELD TEST 11 Öffi Feedback @ UX Day 2014-11-15

oeffifeedback.fh-joanneum.at Sample Conditions • Passenger of MVG • Smartphone user Specification of the sample • 128 respondent • Gender: 48% male, 52% female • Age: 35% till 18 years, 39% between 19-40 years, 27% over 40 years • Public transport: 87% serveral times a week • Complaint: 54% have complained to transport operator 2014-11-15 Öffi Feedback @ UX Day 12

oeffifeedback.fh-joanneum.at SUS – System Usability Scale (I) 2014-11-15 Öffi Feedback @ UX Day 13

oeffifeedback.fh-joanneum.at SUS – System Usability Scale (II) 2014-11-15 Öffi Feedback @ UX Day 14 • Evaluation of Usability is good till excellent.

oeffifeedback.fh-joanneum.at SUS – System Usability Scale (III) 2014-11-15 Öffi Feedback @ UX Day 15

oeffifeedback.fh-joanneum.at Positive assesment How do you like the Öffi-Feedback App in general? 2014-11-15 Öffi Feedback @ UX Day 16 n = 116

oeffifeedback.fh-joanneum.at Quick and simple Feedback Its possible to send Feedback to the transport operator (MVG) quick and simple. 2014-11-15 Öffi Feedback @ UX Day 17 n = 115

oeffifeedback.fh-joanneum.at No technical problems Are there any technical problems occurring? 2014-11-15 Öffi Feedback @ UX Day 18 n = 118

oeffifeedback.fh-joanneum.at High diffusion Would you like to recommend the Öffi-Feedback App to your family and friends? 2014-11-15 Öffi Feedback @ UX Day 19 n = 116

oeffifeedback.fh-joanneum.at Favored customer service The MVG should still offer the Öffi-Feedback in the future. 2014-11-15 Öffi Feedback @ UX Day 20 n = 115

oeffifeedback.fh-joanneum.at Best ratings 21 Öffi Feedback @ UX Day 2014-11-15 n = 128

oeffifeedback.fh-joanneum.at It's worth a try. 22 Öffi Feedback @ UX Day 2014-11-15

oeffifeedback.fh-joanneum.at Eva Goldgruber, FH JOANNEUM • Eva.Goldgruber@fh-joanneum.at Astrid Tarkus, evolaris • Astrid.Tarkus@evolaris.net Denitza Iordanova, verkehrplus • denitza.iordanova@verkehrplus.at Contact