building a community of interest and practice in service design
Agreed about the 'i' information icon. I didn't realise it was a button until last week when I finally spent some time trying to figure out what the difference between myki money and myki pass is.
Josh Andres said:
My first problem with myki is that lacks research on the field "on location". they didnt consider the layout of hundreds of stations and platforms for the touch on/off.
On peak time the lines out of the platform become bottle necks as people stand to touch on/off. back to back creating a block for people who just want to pass. in or out
The other confusing part is when topping up your myki, the machine has 2 interfaces/screens, one in colour and one on the side which is the atm. why 2 screens whne you could have packed it inside the whole body and make it seem as one. this way you can drive the user clearly without having to look and explore how to workout the atm.
on trams, i never touch on/off unless inspectors are asking for it. (most of my trams rides are short ones)
The machines for the touch are slow. they can use gates like in japan, you either buy the ticket for the trip or download the app and scan ur phone.
Also, they are patching things up with cut outs of paper to show people where to look. first this should ahve been caught in product dev and not on actual service.
2 screens, too many arrows, in 2 different dialects (myki voice and default robotic atm)
Some icons that mean something in alien language. the colour palette for myki is pretty rubbish
Last, after the AUS open imagine how many people pass through the gates thinking what does this mean?
I am a student and went to get my 2013 student concession card recently. I asked lady at the Flinders st booth why I need a Concession Card as well as Concesion Myki.
"Because you need it to get your concession".
Why do I need both?
"I don't know. Probably just the government trying to make money"
"Do you want a (plastic) pouch?"
Another thing that comes to mind - I wonder how many people dislike Myki because it is harder to fare evade now? Melbourne Trams used to be notorious for free trips but since Myki has been introduced security has stepped up and they have the exact data they need to tell whether you are fibbing about your journey or not.
Posting this on behalf of Helaine Stanley's 'Bloody Myki'
‘Myki’ is up there with ‘renovations’ as a topic sure to spark a flurry of stories of logistical horrors. If you have further listening hours ask a Melbournian for an ‘inspector’ story!
- going out/to work/to school
- heading home
trams, trains, buses, myki card, newsagents, 7-11s, wallets, people, places, houses, workplaces, recreation/entertainment, stations, touch ons/offs, platforms, sporting events, schoolbags, handbags, briefcases, hands, arms, rails, tracks, roads, queues, credit cards, receipts, blue and green marketing brigade in t-shirts, inspectors.
no traffic jams, efficient/‘green’ travel, danger, can still move from A-B when over .05 (alcohol limit), can read work/‘use’ time, low stress, being close to ‘strangers’, ‘pt’ confusing, complex, ‘flawed’ myki system.
knowing where stations are, knowing how to get to general suburbs, where routes go (i.e. the 109 goes from x-x), how to use the ‘pt’ website, how to ‘top up’, ‘touch on’ and ‘touch off’, when to ‘top up’, ‘touch on’ and ‘touch off’, where to buy, how to check balance, where’s ‘zone 1’ and ‘zone 2’, how to ‘talk’ myki.
Oversimplified pt ticket policy/production background narrative
Melbourne used to have conductors who wore a quaint uniform and carried leather bag and carried a ticket hole puncher that made a satisfying clunk when it put a hole through your ticket. These friendly fold greeted patrons and sold tickets but also offered directions and a chat. They wore well crafted hats like a policeman. Melbourne sacked the conductors and brought in machines that spat out paper cards. Then along came inspectors issuing fines for not having a valid ticket.
Many Australian travellers visiting Asia and other countries have experienced impressive systems where you can buy a card or even a watch (10 or so to choose from) and add money to it as needed. We’ve travelled the ‘underground’ and other systems where even with a language barrier it was intuitive.
Melbourne launches a new system called myki that the media tells us has cost a fortune, the system runs years late, is excessively over budget, receives ongoing bad media, performs poorly in testing phases and then over delivers on it’s naffness in helping people get from A-B!
An example of a problematic scenario
The Connies- Mum, Dad, Girl 10yrs, Boy 6yrs
The Holdens- Mum, Girl 11yrs
The Connies- live in social housing in Richmond (4 kms from city). go out to the movies in city. travel by tram.
The Holdens- live in same street as The Connies. go to city by car shopping.
Story: The Connies meet the Holdens by chance in city. The Connies offer to take both girls home with them to play for the afternoon. The young Holden girl has a myki card on her school bag that isn’t with her. There is no way for the girl to go home with the Connies without buying another myki card. The girl ends up driving home with her parents as it becomes to hard to get a ticket.
Side story 1- it is cheaper to go to city by car.
Side story 2- after the days travel one child card is out of funds. When they get home they have no way of knowing which card is the one out of funds and which is the one for their daughter to travel to school with the next day.
Side story 3- The Connies are organizing a birthday party at the same cinema and wonder how they are going to get seven girls to the cinema by tram for the party now they realize the shortcomings of myki- they can’t afford to purchase a myki for each child and don’t want to have to ask parents to arrange a myki just to go to the party.
"I thought this was interesting- the screen shots of the two systems. Myki communicates to 'master' your myki with the imperative being on you to work it out. Whereas Octopus helps you to make everyday life easier- thanks Octopus. Words on Myki- 'buy' 'top up' 'register'- all requiring 'you' to do something whereas Octopus offers 'products', 'rewards' 'customer service' 'offers' 'enhanced versions of reward scheme' etc."
I find it hard to know when I have the right balance to travel or not, often I am rushing around trying to find a place to top up the card in order to catch the tram on time and not every stop has a place to top up. I resisted a long time because the paper has the visibility of the charge and when the ticked got "punched as such". I feel like with the new system I'm never quite sure or confident.
This whole "touch on touch off" is not a clear message and I have heard there are now public messages called "winning at MYKI".
This is what I read on The Age:
Sarah Drummond from Snook Workshop – Feb 2013
Two days after Sarah’s inspiring lecture, a workshop was held to learn about the practical details discussed. The workshop followed on well from the lecture. There wasn’t the expectation that lecture attendance was required, but those who did attend the lecture didn’t have to sit through a re-hash.
In the workshop, Sarah generously took us through techniques she uses in her consultancy, Snook. The aim of her consultancy is to . Prototyping, as Sarah points out, helps develops products, services etc that are effective and meet the needs of those who use them, and also saves company and government money. The techniques include:
In Sarah’s workshop, we worked in groups on one exercise, and then rotated to the next exercise. One group would work to embellish the contribution of the previous group. Joining together as one large group, we categorised our insights and to developed innovative ideas (either incremental change or process change through radical concepts). We explored via the lens of POPI; problems, opportunity, principles and insights. The aim was to look for patterns and opportunities to re-frame the problem of transport for a large city.
The workshop focused on Myki as a design problem. Although the workshop was a mock exercise, there is a discussion of the project continuing further...
Sarah was also very generous in her response to questions from attendees. I asked her what skills people need to have to be able to prototype... Sarah’s reply included imagination, empathy, and storytelling .
Thank you Yoko and Sarah for an informative and fun evening!
Ha. Got 'caught' in exactly the same fashion, even though I added myki money to be able to tap on and the record would show that I have not attempted to fare evade.
The suggestion?! Write a reply to challenge the penalty...seriously.
Tania Ivanka said:
A friend thought she swiped on at the train station, but didn't realise what the beeps meant so when she arrived at the other end she was trapped by not having swiped on. She went to ask for help, and was slapped on the wrist for "fare evasion" and fined. She had to argue by letter why she should not have to pay the fine for an honest mistake, the fine was revoked but the attitude was still that she was completely in the wrong.