UX Designer
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Mobility4All

Mobility 4 All


Summary

Problem

Mobility 4 All (M4A) is a startup seeking to provide high quality, cost effective transportation for people with disabilities and seniors. Since the company was new at the time of this project, they did not have an app or a website. They asked my team to help them by performing user-centered discovery research and creating a proof of concept.

Solution

Strategic design work, storytelling deliverables, and an interactive prototype that Mobility 4 All can use to campaign for funding and partnerships.

My role

Stakeholder and SME interviews, wireframes, interactive prototype, usability tests, personas, journey map, strategic design.

Methods and tools

Strategy, interviews, ethnographic inquiry, wireframes, prototype, usability testing, Sketch, inVision, WCAG guidelines.

DURATION AND DATE

3 weeks, June-July 2017


Design process

Interviews

Because M4A was still defining the concept and problem space, there was quite a bit of wayfinding research our team wanted to complete. In addition to in-depth secondary research, we interviewed: 

  • a representative at the Met Council (a major agency that could provide funding for the project)

  • passengers with physical and cognitive disabilities

  • drivers of current services (Metro Mobility)

  • a graphic designer specializing in accessible design

  • a blind website auditor

Personas

To help guide our design process, I created several personas for potential users based on data M4A has about their potential rider base: Wendy, who is a tech-savvy college student who uses a wheelchair, and Grandpa Ed, who doesn't use much technology and suffers from some cognitive limitations due to a stroke a few years ago. 

Wireframes

To understand the general flow of the app from a rider's perspective, I wireframed the basic screens my team needed to create before drawing up our first draft of digital wireframes.

These are rough initial wireframes I created in Illustrator:

Competitive Analysis

Our team wanted to get a good idea of what other companies in the ride hail sector were doing--we researched many apps like Lyft, Uber, Go Denver, SilverRide, and more. 

Journey Map of Ethnographic Inquiry

To better understand the existing system, my team member Kaia had dinner with an accessibility auditor who agreed to help us. He has been blind since birth, lives independently with his guide dog, and uses Metro Mobility, which is how they got to dinner. The ride along revealed an imperfect system that doesn't always meet the rider's needs. 

I created this journey map with Sketch assets to help identify pain points.

Accessibility considerations

Because this app is designed primarily to serve users with disabilities, accessibility was our first priority. The internet is a public space and therefore legally required to be accessible, however, there is a lot of work to do. We referenced the WCAG 2.0 guidelines and used tools such as Stark (which simulates colorblindness and tests contrast).

Stark Colorblindness Simulator

USABILITY TESTING

We wanted the app to be accessible to users of all different backgrounds and abilities. We tested the app with several users. Some important themes emerged. For example autistic users need predictability and behavioral expectation-setting, clear language, and progress indicators for location.

usability testing

Solutions & Prototype

Click the buttons below to be taken to the interactive prototypes of the Mobility 4 All app.

Mobile wireframes of the rider app

Next Steps

In Fall 2017, our client found a pilot organizational partner using our prototype to demonstrate the concept. We presented the project to more potential user clients at the ARC Self Advocacy Advisory Committee meeting to gather feedback and direction for the next steps of the project.

This was a challenging and rewarding project to be a part of. Thank you to our clients at Mobility 4 All for entrusting us with the ideation, research, and creation of the Mobility 4 All prototype.