Planning a Bus
& Train Trip
Gautrain (exploratory)
Gautrain has a bus problem
Currently, it is impossible to plan a combined bus and train trip using the Gautrain website. This, combined with a cluttered user interface that lacks visual hierarchy, presented an ideal opportunity for improvement with UX research and design.
Overview
The new rail and bus system has grown steadily since it opened in 2010, aside from inevitable Covid setbacks. However, it has not reached levels of ridership that would enable it to be subsidy-free. The Gautrain currently transports ± 7 million rail passengers and only ± 2.3 million bus passengers annually.1 Bus usage lags significantly behind rail.
The difficulty of planning combined bus and rail trips using the current website may be a significant barrier to bus usage. It is currently impossible to plan a combined trip meaning that riders have to have multiple tabs open and compare shedules and routes. This is an ennormous source of friction that is holding back the development of a public good which would be deeply meaningful within the context of Gauteng.
If bus usage were more convenient and intuitive this would benefit the riders and providers.
User Questionnaire
First, an online survey was shared 10 residents of Gauteng who regularly ride the Gautrain. Participants were quizzed about their usage of the trains and buses, their perceptions of the buses, and their knowledge of the bus promotions offered by Gautrain.
User Tests
Next, 2 participants were asked to plan a combined bus and train trip using either the Gautrain website or the app. Participants were encouraged to narrate what they were thinking and trying to achieve.
Post-Test Semi-Structured Interview
After the trip planning experience, participants were asked about their experiences, whether they understood how to achieve the desired outcome, whether there were moments of frustration or when they struggled to understand what to do next, and whether their expectations were met. This semi-structured section of the research included open-ended questions conducted in person. Participants were encouraged to elaborate on any observations, thoughts, associations, and feelings that came to mind.
Understanding the Existing Platform
The existing website was drawn and deconstructed into the existing elements of the website. These elements were then sketched in a new layout intended to increase visual hierarchy and consistency while performing tasks on the page.
A “trip planning” box was created on the left of the page. This is where the user inputs information about the desired trip. Once the information is entered, the trip information is also displayed here.
On the right of the screen is a field for orientation, maps, schedules, and visual aids. Before trip information is added, the field displays the full Gautrain rail and bus network. Tabs offer information relating to rail and bus routes, schedules, and maps specifically.
Wireframes
Wireframes were created for each step of the “trip planning” user flow. Wireframes were also created for the right side of the website.
High Fidelity Design
High fidelity designs were then created from these wireframes, demonstrating the full effect of the user flow and the clarifying redesign.
Next Steps
An important next step for this project is to extend the logic of this project to the existing Gautrain App. There are several other pain points, particularly relating to the navigation of the app’s schedule which will be addressed.
1. Gauteng Management Agency. (2011-2023) Integrated Annual Reports. https://gma.gautrain.co.za/performance
/Pages/annual-reports.html.