Streamlining Presto payment process with Apple Wallet
Presto is a transit fare payment with approximately 4.4 million active customers, primarily in Ontario, Canada. It optimizes fare collection, reduces reliance on cash, and enhances operational efficiency.
My task is to optimize the Presto mobile platform's interface to ensure seamless journeys for commuters across the transit network, aligning with current trends in contactless payments.
Role
User Research
Wireframing
Prototyping
UI Design
Duration
4 Weeks
Tool
Figma
Google Forms
Problem Statement
While Presto provides a tap-to-pay system, it exclusively caters to adult fares, overlooking discounted rates for students, seniors, and individuals with disabilities, thereby undermining accessibility. Moreover, it lacks real-time transaction history, resulting in inconvenience for passengers making multiple trips within a short timeframe or potentially paying unnecessary fares.
Solution
Integrating Apple Wallet with Presto's tap-to-pay system presents a comprehensive solution. By linking Presto cards to Apple Wallet, users can ensure accurate fare calculation, irrespective of eligibility for discounts. This integration streamlines payment processes and enhances accessibility. Additionally, leveraging Apple Wallet's real-time transaction tracking addresses transfer tracking issues within the Presto system. With precise monitoring of travel activity, errors are minimized, significantly enhancing the user experience.
How might we streamline the fare payment process of Presto?
CHALLENGE
In fact, a 2023 Interac survey found that nearly two-thirds of the 1,502 Canadians polled expect it will soon be normal to leave home without a physical wallet.
RESEARCH
Qualitative Research
First, I investigated by delving into user reviews on the App Store to gain insights from a broader range of users' experiences with the app.
1.7/5 rating - it indicates a significant level of dissatisfaction among users. While not all user pain points may be captured in the rating, it suggests widespread issues affecting usability, functionality, and overall experience.
Absence of Payment Integration
Missing Apple Wallet or in-app payment functionality despite user demand.Technical Issues
App loading failures, inability to open the app, and frequent card removals.Lack of Login Persistence
Users forced to log in every time they open the app.
Complexity of Account Creation
Complicated to sign-up and join the PRESTO app as a new user.Transaction Issues
Delayed and inaccurate transaction processing, leading to frustration.Sign-Out Issues
App frequently signs users out, causing inconvenience.
SWOT Analysis
Drawing from comprehensive research, I conducted an analysis of the PRESTO app alongside other prominent public transit applications.
Octopus
Clipper
TAP LA
Ventra
Strengths
Wide user base with approximately 4.4 million active customers.
Integration with various transit agencies and modes of transportation
Strong government support and investment in public transit infrastructure in the regions where PRESTO operates.
Advanced technology infrastructure for fare collection, reducing reliance on cash and enhancing operational efficiency.
Weaknesses
Vulnerability to competition from other transit fare payment systems and emerging technologies.
Some users may perceive the system as complex or difficult to navigate, especially for occasional or first-time users.
Occasional technical glitches or reliability issues with the mobile app or card readers, leading to inconvenience for commuters.
Opportunities
Continuous innovation in contactless payment technology, such as integrating with emerging payment methods or enhancing mobile app features.
Expansion into new markets and regions to broaden the user base and increase adoption.
Partnerships with retailers or other service providers to offer integrated payment solutions beyond transit fares.
Threats
Regulatory challenges or changes in government policies impacting public transit funding or fare collection practices.
Potential security risks associated with handling sensitive customer data or financial transactions.
Disruption from external factors such as economic downturns, natural disasters, or public health crises impacting transit usage patterns.
User Survey
Following the app review, I conducted a survey to gather additional insights into specific pain points and areas for improvement. This survey, PRESTO App User Experience Survey focused key aspects that included:
How satisfied are users with the overall experience of the PRESTO app?
What features or functionalities do you find most essential in a mobile transit fare payment app?
What are the main pain points or challenges you encounter when using the PRESTO app?
Research Takeaways
Presto's tap-to-pay systems only accommodate adult fares, neglecting the diverse needs of commuters who may qualify for discounted rates such as students, seniors, or individuals with disabilities.
01
Despite the free Two-Hour Transfer offering, Presto users struggle to accurately track and manage transfers within the timeframe due to technical problems and inaccurate transaction history which leads to unexpected fare charges.
02
IDEATE
User Persona
Alex is a fourth-year university student pursuing a degree in Economics at the University of Toronto. He commutes to campus daily from his apartment in downtown Toronto using TTC. As a student, Alex is always on the go, balancing his academic responsibilities with part-time work and extracurricular activities.
Goals and Needs
Values convenience and efficiency in his daily commute with a busy schedule including quick and easy fare payment processes.
Wants to utilize his student discount fares for budget management.
Needs a transit system that accurately tracks transfer history to avoid unexpected fare charges and delays during his commute.
Pain Points
Finds it frustrating that the Presto tap-to-pay system only offers adult fares, overlooking discounted rates for students like him.
Experiences unexpected fare charges due to delays in transaction update in the Presto app.
Encounters usability issues with the Presto mobile app, such as navigation difficulties and payment process complexities.
User Journey
DELIVER
Effortlessly add funds to PRESTO card with Apple Pay
Users can quickly and securely add funds to their PRESTO card right from the Wallet app - anytime, anywhere, with the security and simplicity of Apple Pay.
Transfer your PRESTO card to Apple Wallet with ease
It is time to say goodbye to the hassle of fumbling for a card at every turn. With just a couple of steps to transfer card information to Apple Wallet, users are not obligated to bring a physical card and can tap and go with their iPhone or Apple Watch.
Stay notified for clarity and control
Users no longer need to wonder if they have enough balance or qualify for a free transfer. The Wallet app now enables users to conveniently monitor their transaction history and balance with ease.
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Reflection
As I reflected on the project of streamlining the PRESTO payment process, here are the key insights that emerged:
This project demonstrates that UX/UI design doesn't always have to be groundbreaking. Sometimes, the best solution lies in leveraging existing services or products effectively. By integrating Presto with Apple Wallet, I didn't reinvent the wheel; instead, I capitalized on the popularity and convenience of Apple's ecosystem to enhance the transit experience. This approach not only minimized development complexities but also accelerated implementation, ensuring a quicker rollout and adoption by users. It showcases the importance of pragmatism in design, where the simplest solution can often be the most impactful.