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Transcribed

The Myki Solution

Place SEED There Zoom the myki Out of Service solution Notes Ever used myki? Yeah... we have too... Let's see if we can fix it! USER JOURNEY 1: MORNING COMMUTE this is GARY 3 Gary's running a bit late to catch the train today. His 3-year-old spewed up on his pants, so he needed to change them... Gary leaves 3 minutes Arrives at station late for his walk to catch his regular train Needs to top up myki PAIN POINT: RUNNING LATE 12-16 Top up machine is down on Gary's side of the line There's only one top up machine at Gary's station with 2 people ahead of him, which is about a 4 MIN Gary get's to work 12 - 16 minutes late (depending on user journey taken). PAIN POINT: MACHINE DOWN minute wait Воoooо.... PAIN POINT: WAITING IN LINE 8' PAIN POINT: LATE FOR WORK Gary is instructed by a Public Transport Victoria (PTV) Officer to go out of 2 his station over the road Gary finally gets to the machine to top up, but even that process is slow and clunky which takes Walks from station to work and use another - which now has double the line due to the first machine being down another 2 minutes He arrives at station PAIN POINT: COMMON SENSE PAIN POINT: TOP UP MACHINE Gary has missed his usual train, possibly even the Gary is finally on a train! The next train scheduled is 3 minutes away next train after PAIN POINT: WAIT FOR TRAIN PAIN POINT: TRAIN MISSED USER JOURNEY 2: ATTEMPT TO PRE-PAY this is OLIVIA Olivia is a co-worker of If Olivia is already registed Olivia logs in successfully! Gary's (yeah, the guy above!). After hearing of Gary's troubles with his commute, Olivia decides to top up her myki Olivia forgot her Olivia can't find a user friendly or visible CTA 'top up' button, but eventually username or password finds it If Olivia has not registered to top up, she needs to do so online PAIN POINT: CTA NOT VISIBLE Olivia fills out her details Uh oh... error code... "We are unable to process Olivia wants to top up her myki pass. Her balance is -$1.34 so she needs to Olivia fills out her details your request at this time. Please try again" top up money first. The miniumum amount via card is $10, so Olivia needs to top up $10 before she can by a PAIN POINT: ERROR CODE Unfortunately, registration takes 24hrs weekly pass PAIN POINT: $10 MIN TOP UP PAIN POINT: 24HR WAIT Olivia was unable to top up prior to travel. Вооoo... Olivia was unable to Fills out credit card details PAIN POINT: CAN'T PRE-PAY each time topup prior to travel. Воooo... PAIN POINT: NO CARD SAVED PAIN POINT: CAN'T PRE-PAY Olivia was unable to top Payment takes 24 hrs to up prior to travel. process Воooo... PAIN POINT: 24HR WAIT PAIN POINT: CAN'T PRE-PAY A SIMPLE SOLUTION A simple top up app would be great huh? So, let's see if Gary or Olivia's journey can be made a little easier to help keep track of their account balance and ability to topup instantly. For this journey, let's assume either Gary or Olivia have already created an account and preloaded (1 time only!) their credit card details into the app. 00000 VIRGIN ? 4:21 PM * 22%O Home $12.87 O days MYKI MONEY BALANCE REMAINING ON YOUR MYKI PASS BALANCE TOP UP MYKI MONEY TOP UP MYKI PASS FAVOURITE STATIONS Flinders St all stations to Rosanna 5:20 PM > Rosanna all stations to Flinders St 5:32 PM > Spencer St all stations to Rosanna 5:23 PM > Melbourne Central all stations to Rosanna 5:32 PM > no VIRGIN ? 4:21 PM * 22% D 00 VIRGIN ? 4:21 PM * 22% D 00 VIRGIN ? 4:21 PM * 22% D Home Home $12.87 O days TOP UP MYKI MONEY REMAINING ON YOUR MYKI PASS BALANCE MYKI MONEY BALANCE myki TOP UP MYKI MONEY TOP UP MYKI PASS REVIEW & PAY KEEP TRACK FAVOURITE STATIONS Flinders St 1 2 3 4 5 6 7 8 9 0 5:20 PM > all stations to Rosanna Rosanna () $ & @ 5:32 PM > all stations to Flinders St Spencer St all stations to Rosanna 5:23 PM > #+= ? ! Melbourne Central all stations to Rosanna 5:32 PM > АВС space Done Top up Myki money button is hit, how much do you want to top up? Splash screen Home screen with balance, ability to top up at favourite stations 00 VIRGIN ? 4:21 PM * 22% D 00 VIRGIN ? 4:21 PM * 22% D 00 VIRGIN ? 4:21 PM * 22% D Home Home Home $12.87 TOP UP MYKI MONEY days AINING ON YOUR PASS BALANCE $ 5.00 MYKI MONEY BALA Thanks, all done! You're ready to ride ТOPUP MYKI Mом PUP MYKI PASS REVIEW & PAY VOURITE STATIONS FAVOURITE STATIONS Flinders St 5:20 PM > 5:20 PM > 1 2 3 4 5 6 7 8 9 0 ations to Rosanna all stations to Rosanna Rosanna () $ & @ 5:32 PM > 5:32 PM > tions to Flinders St Spencer St 5:23 PM > Istations to Rosanna 5:23 PM > #+= ? ! Central 5:32 PM > 5:32 PM > АВС space Done Thanks, all done! Processing payment $5 is typed in - no $10 minimum here! 00 VIRGIN ? 4:21 PM * 22% D Home $17.87 O days MYKI MONEY BALANCE REMAINING ON YOUR MYKI PASS BALANCE 12-16 MIN TOP UP MYKI MONEY TOP UP MYKI PASS Vs 25 FAVOURITE STATIONS SECONDS Flinders St 5:20 PM > all stations to Rosanna Rosanna 5:32 PM > all stations to Flinders St Spencer St all stations to Rosanna 5:23 PM > Melbourne Central 5:32 PM > all stations to Rosanna Top up is instant and displayed on the home screen WHAT NEXT? Good question! Well, feel free to share this and get the conversation started about how we can improve the myki system with simple implimentations. Need help with your next product? Contact us via hello@seeddigital.co or get in touch on 03 8680 2352 %24 %24 %24 II

The Myki Solution

shared by seeddigital on Dec 02
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Myki is a hot topic at the moment as the system seems to be broken and not tailored towards the people. We have mapped out the journeys of a user in the Myki Solution INFOGRAPHIC which shows us a few ...

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Matt

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Technology
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