Define Phase - Andre Vigil

Happiness / Wellbeing

Phase 2 - Define

DDM001

Student: Andre VigilDOUBLE DIAMOND DESIGN PROCESS


DDM001

EXTRA Discover Methods

• Secondary Research

IMPORTANCE OF FOCUSING ON OVERCROWDING

Sourse: TfL, Travel in London, Report Number 1, April 2009

Perception of overall journey experience

London residents’ satisfaction with journey experience when travelling in London.

Other than the main public transport modes, … the aspects of travel in London that residents were

least satisfied with were crowding (23 per cent)

Whether journey experience has got better or worse over the past yearLondon residents were more likely to say that travelling in London has got better rather than worse over the past year (28 per cent compared to 20 per cent)Those who felt travelling in London had worsened were most likely to say this was because of delays and disruptions to services (26 per cent), overcrowding (25 per cent),


DDM001

EXTRA Discover Methods

• Secondary Research

Overcrowding Effects

Sourse: House of Commons Transport Committee, Overcrowding on Public Transport, 17th Report of Session 2002-03, volume 1, (Paragraph 7)

“Failure to provide an efficient public transport system means that employers are faced with staff who are tired, stressed and uncomfortable on arrival at the workplace. Lateness at work, loss of productivity, sickness absence, missed and escheduled meetings and lost business due to public transport overcrowding and delays all impose real and significant costs.”


DDM001

DefineDiscover

• Target Audience

PEAK TIMES LONDONERS COMMUTERS

LEFT OUTSIDE OVERCROWDED BUSES

DDM001

DefineDiscover

• Define Method - USER JOURNEY MAPPING

User journey mapping


DDM001

DefineDiscover

• Define Method - PERSONA

Name: Outsider

Age: All ages

Residence: Bus stops at peak times

Occupation: Bus Commuter

Fears: If the next bus will not open the front doors

I can’t be late at school / work

State of mind: Not Happy

To be improved- more precise- more empathy


DDM001

DefineDiscover

• Define Method - BARRIERS / DRIVERS

Barriers - Service: TFL Policies,

- Commuters: Lack of information

Drivers - Service: Signs, Voice Recorder Messages, Countdown Screems

- Commuters: Information, Compensations


DDM001

DefineDiscover

• Define Method - FOCUSED QUESTION

DURING PEAK TIMES AND

USING THE EXISTING SERVICE PROVIDER PLATFORMS,

HOW CAN WE MINIMIZE THE COMMUTERS’ DISAPOITMENT

OF BEING LEFT OUTSIDE OVERCROWDED BUSES ?


DDM001

DefineDiscover

DESIGN BRIEF

Client: TFL (Transport for London)

Target Audience: Buses’ Commuters

Key Problem: Peak times commuters have been left outside overcrowded buses

Aims and Objectives: Using the existing communications platforms,

minimize the commuters’ deception of being left outside

overcrowded buses

Stake Holders / Partners: London Mayor / Local Authorities

Define Phase - Andre Vigil

Documents

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