Mosaiq Go
Revolutionising transit
Mosaiq Go is a revolutionary mobile app transforming bus reliability. It equips drivers with real-time trip data on their mobile phones, enhancing visibility for previously unmonitored services. With a focus on user-friendly design, the app ensures a safer driver experience and accurate transit visibility. Seamless integration with existing Real-Time Passenger Transport Information (RPTI) data feeds offers a comprehensive solution for improved trip and fleet data visibility.
Our aim was to create a streamlined and user-friendly experience, prioritising intuitiveness for drivers, while providing operators with reliable data to monitor their services effectively.
Results
Buses used Mosaiq Go at Commonwealth Games 2022
Trip data visibility and uploaded to networks
Increase of driver satisfaction and equipment accessibility
Problem statement
The challenge we tackled involved the absence of tracking systems on 30-90% of UK buses, leading to incomplete and inaccurate trip and fleet data. Smaller rural areas struggled with real-time information due to cost constraints, and drivers faced difficulties with non-intuitive hardware and software. Our aim was to simplify tracking, enhance service reliability, and bridge data visibility gaps, all within a user-friendly interface prioritising driver safety and performance.
Measure of success
Increased tracking coverage
A successful implementation should result in a higher percentage of buses equipped with tracking systems, addressing the initial challenge of incomplete data.
Improved data accuracy
Success would be indicated by enhanced accuracy in trip and fleet data, ensuring reliability and precision in the transportation network's monitoring.
User-friendly interface adoption
The success of the project could be measured by the adoption of a user-friendly interface by drivers, resulting in quicker learning curves and improved performance.
What we found
In-depth qualitative research involving interviews, conferences, and market analysis revealed key pain points.
Operator-commissioned survey emphasised the increased reliance on buses due to the cost-of-living crisis, highlighting the urgency to enhance service reliability.
Operational challenges, such as the lack of actionable data, and drivers' struggles with training and hardware usage, underscored the need for an efficient and cost-effective solution.
Drivers expressed a desire for informed decision-making and seamless processes.
Ultimately, drivers emphasised the importance of improving work conditions, reducing stress, and promoting driver retention.
Key features
In response to our research findings, our team strategically prioritised the development for the app's features. We meticulously planned user stories and outlined essential requirements, ensuring a focused and efficient development process.
This prioritisation aimed at delivering a functional and user-centric features that addresses core needs identified during our research phase.
Enabling drivers to sign In
As a bus driver with a work-provided phone, I want to sign in to the app effortlessly so that I can access and utilise its features.
Viewing and starting assigned trips
As a driver, I want the ability to view and start my assigned trips conveniently through the app, ensuring a smooth and organised workflow.
Handling unscheduled trips
As a driver, I want the capability to handle unscheduled trips efficiently, allowing me to adapt to changes in my schedule and provide reliable service.
Accessing trip details during transit
As a driver, I want to access trip details in real-time during transit, enhancing my situational awareness and improving the overall transit experience.
Reviewing trip summaries for performance evaluation
As a driver, I want to easily review trip summaries through the app for performance evaluation, ensuring I can continuously improve and provide a high-quality service.
A design journey through ideation and iteration
The design process involved ideation, exploration, wire-framing, prototyping, and visual design. Iterative testing internally and stakeholders shaped the app's interface for readability, ease of use, and quick access to information while driving.
Challenges
Limited tech savviness among drivers
To assist bus drivers with limited tech familiarity, we developed a user-friendly onboarding guide, featuring simple language, visuals, and video tutorials. Additionally, hands-on training was provided for those who preferred in-person assistance. Our goal was to ensure all drivers, regardless of tech experience, could confidently use the app, reducing the learning curve and boosting productivity.
Limited feedback
The distance between our New Zealand team and UK users presented a challenge, as face-to-face feedback sessions were limited, impacting real-time insights crucial for app development. This occasionally led to design decisions made without direct user input, highlighting the importance of actively seeking feedback and the need for adaptable strategies in user-centred design projects.
Designing for simplicity and ease of use
During the visual design phase, our goal was to create an interface that blends aesthetics with usability. We focused on simplicity and cleanliness, ensuring clarity and consistency throughout. Prioritising readability, especially in different environments like driving, we optimised visual elements for clear displays. This user-centred approach aimed to enhance efficiency and safety, promoting meaningful engagement and satisfaction among users.
The app provides effortless access through a simplified sign-in process, prioritising convenience and efficiency. Users can quickly log in using user-friendly through an assigned phone number and SMS verification. With an intuitive interface, the app guides users seamlessly through the sign-in steps, reducing barriers to entry. By emphasising simplicity and accessibility, it guarantees a positive user experience from the start.
Our innovative solution transforms the driver experience by eliminating the need to search for trips using running board IDs. Instead, drivers can effortlessly find nearby trips, explore alternative areas, or even initiate their own trip. This user-focused approach provides flexibility and convenience, streamlining their workflow. Furthermore, the solution offers drivers detailed trip information upfront, enabling informed decisions and enhancing overall efficiency.
During their trip, drivers can choose between a map or list view for navigation, catering to their preferences. The system also features a passenger counter, useful for vehicles lacking automatic counting capabilities, ensuring ease of use. The interface is designed for larger tapper areas to minimise inconvenience during interaction while driving. To prioritise driver safety, the app remains non-interactive while in transit, with notifications and active interactions enabled only when vehicles stop completely, reducing distractions and enhancing safety.
After finishing a trip, users can conveniently access and review recent trip details, gaining a comprehensive overview of their journey. This feature allows users to explore specific aspects of their trip, such as the route taken, duration, and any relevant notes or observations, offering a detailed summary of the journey users can evaluate their performance.
We aimed to widen the accessibility by offering the app on both iOS and Android platforms. After designing for iOS, I focused on designing the Android version, closely following Material 2 guidelines for platform-specific standards. Ensuring consistency between both versions was crucial to enhancing user experience and brand integrity across devices. By aligning design elements and functionalities, we aimed to provide a seamless experience, highlighting our commitment to inclusivity and user satisfaction.
The lack of a design system at the project's outset presented a major hurdle, requiring the swift development of a scalable, usable, and consistent framework. Understanding the urgency, I played a crucial role in leading the creation of this system, ensuring its flexibility to accommodate evolving project requirements. This effort not only established the groundwork for the project but also positioned us for long-term success by promoting effective collaboration and design coherence throughout the project's lifecycle.
Key takeaways
Effective onboarding
The challenge of users with varying tech-savviness underscored the importance of comprehensive onboarding. Developing user-friendly guides and offering training sessions was essential in ensuring successful user adoption.
Cross-functional collaboration
Effective collaboration with developers, data providers, and other stakeholders is key to project success. Clear communication and teamwork help align design decisions with technical feasibility and business objectives.
Next steps
Future improvements include reducing UI interactions, integrating single sign-on with client tech stacks, enhancing map features, and introducing dark mode for better experience while in low-lighting areas. The vision is to create a better experience for drivers by providing more KPI information, and incorporating effective driver messaging with operators and enable trip updates.
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