2.2 User Needs
To come up with the below list of user needs, I interviewed 5 individuals including coworkers, strangers waiting for their train, and one of the station managers. I also stood at the turnstiles for a half hour just to observe people coming and going. It was very informational and I hope I didn't come across as a creeper as I watched people!
Problem Statement: In what way might I make access to my commuter card more convenient?
The card can be kept in something I already carry or wear
The card can be kept in my wallet
The card can be kept in my purse
The card can be kept in my laptop bag
The card can be kept in my backpack
The card can be kept in my pants pocket
The card can be kept in my jacket pocket
! The card can be kept with my (smart)phone
The card can be kept with my work badge
The card is easy to use
The card is quick to read
The card can be swiped at the turnstiles
The card can be tapped at the turnstiles
! The card can be scanned from my (smart)phone
The card does not need to be used multiple times to be successfully read
The card does not need to be taken out of its carrier at the turnstiles
The card is easy to retrieve from my bag or pocket
The card is easy to put back in my bag or pocket
The card can be used for multiple forms of transportation
The card is easy to add value
The card can have value added to it with cash
The card can have value added to it with credit card
The card can have value added to it with tax-free transit vouchers
The card can have value added to it at the station
The card can have value added to it online
! The card can have value added to it with a (smart)phone
The card can be linked to a payment method
The card can be set to auto-refill at specific frequencies
The card can be set to auto-refill on specific dates
The card can be set to auto-refill at specific account balances
! The card alerts me when I need to add value (near minimum balance)
The card is secure
The card is not slippery to hold in hand
The card does not slide out of its carrier or holder
The card cannot snap off its carrier or holder
The card is difficult to lose
The card is difficult to steal
The card can be de-activated when reported lost and the remaining balance rolled over to a new card
! The card can require authentication to use a linked payment method
! The card can require fingerprint scan to use
The card activity can be tracked for accuracy
! The card does not overcharge me for my ride or charges can be easily contested
The card is durable
The card cannot be bent or cracked in my pocket
The card is waterproof or water resistant for rainy days
The card can be dropped without breaking
! The card can be washed in a washing machine and still function
! The card does not have an expiration date or the value can easily be transferred when it expires
The card looks good
The card (or carrier) does not clash with my clothes or accessories
The card (or carrier) is made of high quality materials
! The card (or carrier) is easy to customize (looks)
The card (or carrier) is not embarrassing to take out