With 2,514 bus stops in the cities of Kitchener, Waterloo, and Cambridge, Grand River Transit (GRT) wanted to give their riders the best user experience possible by making it easier for them to get accurate and up-to-date information about GRT's services. Since two-thirds of their customers are millennials under 35 years old, and 54 percent are students, a mobile app was the perfect solution to reach GRT's goals.
With people constantly on the go and a significant number of millennial students using GRT services, we had to meet the expectations of GRT riders who are used to getting information whenever and wherever they want it. The data that users want is found in GRT's General Transit Feed Specification (GTFS) data, but these feeds needed to be transformed into consumable information for users who just want to know when the next bus is coming. Riders want an exact time and they want it immediately without having to search for it.
Through a Needs Analysis, we worked closely with GRT to create the end-to-end experience their riders expected. GRT was involved in every step of the process from concept designs through to Quality Assurance (QA).
How we did it
With daily updates for hundreds of bus stops, the easyGO app takes an overwhelming amount of data and translates it into a cohesive user experience. Working closely with GRT, we solved a wide range of challenges (such as the clutter of bus stop markers in bus terminal areas on the map) by reorganizing data into more useful and visual ways for mobile users.
The Favourites tool makes it simple for users to save specific bus stops and routes for quick and convenient access the next time they need it. For regular transit riders, that could mean accessing information for one bus stop every weekday morning as they leave home to catch their bus.
GRT's Real-Time Map is a service all on its own with custom elements, giving people the ability to look up routes and stops, view arrival times and see where vehicles are located on specific routes. It's an entirely new level of customer service that many other transit organizations are trying to reach.
There's nothing worse than hopping on a bus and finding out that a detour is going to make you miss your next planned stop. An informed rider is a happy rider, so GRT's new mobile application delivers updates including news and detours. easyGO users can access real-time transit stop details including a list of the next three departure times for every bus route that services the selected bus stop.
With the user's permission, the Near Me function provides the user with a list of bus stops near their current location, as well as real-time upcoming departure times at those stops.
Includes a map of all GRT bus stops. Users can select any stop to see real-time bus information for that location.
App users can access a real-time listing of the next three departure times for every bus route that services a selected bus stop.