Accessibility testing of Myki fare validators to shape an inclusive public transport experience
Client
Department of Transport and Planning, Conduent
Timeframe
July 2023 - December 2023
Role
Principal, Lead Researcher
Engagement
In-situ research with 80+ Victorians, prioritising people with access needs
Objective
To provide a fare validator that responds to needs and behaviours of Victoria’s public transport users across demographics, ability and familiarity.
Methodology
We assessed the user-friendliness of new myki fare validators, i.e. their physical form and user interfaces, by engaging over 80 Victorians with varying travel habits and accessibility requirements.
Phase 1: We established design objectives and created an accessible testing environment. Accessible participant packs were developed to ensure clear communication of expectations and logistics, especially for those with specific needs.
Phase 2: Participants were invited to a controlled setting to interact with different validator prototypes. We observed their interactions and conducted interviews to document 2 main lines of enquiry:
How design elements like colours, sounds, icons, and language influenced usability and
How different tap-on mechanisms, including NFC and bank cards, were perceived.
Phase 3: Data from observations and interviews were analysed to pinpoint strengths and areas for improvement. We then recommended design features that best serve the Department of Transport and Planning and the fare validator supplier.
“I know it’s essential that something looks stylish—this is Melbourne. But ultimately, it’s about balancing right between appealing, efficient, and easy to use.”
— Research participant
Deliverables
We provided comprehensive reports detailing our research methods, findings, and design recommendations for the new fare validators. These reports highlighted user feedback and offered evidence-based insights to meet usability and accessibility goals.
Outcome
Our testing evaluated the next generation of fare validators with a diverse user base. The findings identified which design options were most effective, guiding the Victorian State Government and the supplier towards a seamless user experience.
This project significantly influenced decisions affecting millions of Victorians. Collaboration with Conduent and the Department of Transport and Planning was key to ensuring our insights supported effective decision-making.
By focusing on user-centred design and inclusivity, we aimed to make public transport more accessible and user-friendly for all.