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A Rider-friendlier TTC

Introduction

TTC, the acronym of "Toronto Transit Commision", is the main transit system in Toronto. However, TTC riders ofter complain on issues including delay and cancellation, safety concerns and cleanness. This course project aims at making TTC, particularly the subways a more rider-friendlier transition system. 

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Themes & Questions

  • Safety - How do people feel about safety on the subway?

  • Delays - How can we increase riders' satisfaction when delay and disruption are unaviodable?

  • Cleanness - how do people consider the cleanness of the subway?

  • Choices - Why do people choose alternatives?

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How can we increase rider satisfaction on the TTC?

Methods

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Semi-structured Interviews

Digital Ethnography

Observational Fieldwork

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Participant Observation

Diary Study

Affinity Mapping

Personas

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People Said...

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I feel like nobody is

watching.

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You never know when the train’s

going to be late and when it is

you don’t know what’s happening.

I hate the carpeted seats. You

never know if they’re wet

or dirty. I prefer plastic.

I have to always stay vigilant,

always on edge.

Insights

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Applications

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So what?

Prototype: You-Pick Pricing

The gate is reimagined as a physical decision point that presents a choice. A screen tells riders in real time how far away their next train is and the corresponding fare. Based on this, people can then decide when to go in and how much they pay.

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Prototype: choice of waiting

The concept can be extended to the exteriors so that riders can enter when they please. People told us that the underground spaces felt particularly unsafe, so we can give them the choice to wait outside longer in a space they feel safer in.

Concept: Explicit Fare Breakdown

Currently people pay for a service where their experience doesn’t feel like its worth the price. By publicly breaking down the fare cost, riders can better understand what they’re getting with every dollar they give the TTC. With this knowledge, people can be less anxious and more satisfied with the trade-of.

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Concept: AI Announcements

The current announcements over the intercoms is too variable and vague and for many, impossible to understand. 

The TTC could use AI to create live, standardized yet situation-specifc announcements that would help in effective disruption messaging.

© 2035 by Yunshan Li

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