Travel Pass x Governors Island
Designing a mobile app with gamified features to promote sustainable travel.
My role
Product design
Research
Timeline
2023/09-2023/11
Team
Jui-Chieh Chen
Sustainability consultant
About the project
This project serves as an extension of my studio project, Infill & Layer. During a field trip to Governors Island for the studio project in winter 2022, I identified an information gap for visitors. The island boasts numerous events, facilities, and local communities that promote sustainability. This inspired me to design a mobile-based app with well-organized information, advocating for sustainable travel. Over several months, I collaborated with a sustainability major student to enhance the travel experience. This project was divided into three phases:
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Problem Identification
During the field survey, I pinpointed information gaps and identified potential opportunities. -
Design Evaluation
I assessed the existing official website design and the current travel guide app, noting pain points and recording recommendations. -
Sustainable Development Goals(SDGs)
I integrated the Sustainable Development Goals(SDGs) of the United Nations into the design ideation process.
Impact
Travel wisely and sustainably with Travel Pass, the all-in-one app that caters to your travel needs.
Final Design
Travel Pass x _: Your travel hub
Boost environmental awareness &
connect people with their surroundings
The blank after "Travel Pass x _____" can represent any city, enabling visitors to grasp sustainability concepts and engage in eco-friendly practices. Travel Pass is a user-friendly and trustworthy travel guide. It offers local activities and real-time transportation information, along with numerous themed routes for visitors to choose from based on their interests. Travel Pass fosters a deeper connection between visitors and the attractions.
Before
checking at least 2 apps and 1 website during travel.
Governors Island website
Bloomberg Connects App
Google Maps App
After
using Travel Pass to enhance visitors' travel experience.
Solution
How does Travel Pass work?
-
Provide Clear and Organized Information about Events and Artists
The map view displays the locations of visitors and nearby attractions. The well-organized introduction assists visitors in planning their visit and gaining a deeper understanding of the featured artists. -
Gamified Features and Rewards Enhance Visitor Engagement
Visitors can engage with objects on the island through an augmented reality (AR) game, earning points that can be redeemed for discounts. -
Promote Sustainable Development Goals (SDGs)
Visitors can explore an introduction to the SDGs and participate in sustainability-related tasks to earn points. This allows them to actively contribute to sustainable practices while enjoying the experience.
Solution 1
Clear, organized information helps visitors feel confident about their travel experience.
Map view page
The map view displays:
-
location of visitor
-
nearby attractions
-
Types and opening times of attractions
Attraction Filter
Map/Filter button
Sustainable Development Goals that relate to the attraction/activity/exhibition.
Attraction detail view
Reserve online
Map/Attraction detail/
Reserve online
The well-organized introduction assists visitors in planning their visit and gaining a deeper understanding of the featured artists.
Activity page
Artist page
Activity/Artist
Artist introduction page
Activity/Artist/Introduction
Solution 2
The incorporation of gamified features and rewards serves to enhance visitor engagement.
Task page
Route/Sustainability/Itinerary/Task
Visitors can engage with objects on the island through an augmented reality (AR) game, earning points that can be redeemed for discounts.
Trash bin monster
Map/Filter/Trash bin monster
Solution 3
Visitors explore local events, practices, and exhibitions to learn about Sustainable Development Goals.
Green page
Green/Learn goals
Goal introduction page
Explore SDG introductions, engage in sustainability tasks, earn points, actively contribute to sustainable practices, and enjoy the experience.
When I conducted field survey, a visitor told me that...
"I tried to look up the event information on the website. Unfortunately, it was so messy, so I only managed to check the ferry time. When I got here, I found out that I missed quite a few events because I didn't check the schedule beforehand."
Disorganized information
Because of disorganized information on the website, visitors tend to miss events.
Lack of real-time updates
Website cannot provide real-time information or promote new events and exhibitions.
Poor marketing appeal
Governors Island is dedicated to sustainability, but they have put their goals and missions on the website, which is hard for viewers to notice.
Goal
Travel Pass offers transparent travel information while promoting an eco-friendly visitor experience, encouraging active participation in sustainable practices.
Clear event information
Clear information helps visitors understand current events, and it's more easier for them to plan their visits. Additionally, clear artist introductions help visitors get to know these artists, thereby enhancing the artists' reputations.
Update & promote news
By using the mobile app, visitors can receive updated travel news and suggestions. Additionally, they can access discounts on food, which can enhance their willingness to travel.
Sustainability routes
The app provides different themes of routes, letting visitors follow them without planning ahead. Especially the "sustainability route," which allows visitors to actively participate in sustainable practices.
Challenges & Learnings
Before app development, assess actual user demand. Websites might suffice, and an app may not be actively sought. Prioritize user experience – only develop if it significantly improves it.
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Identify visitor needs
Governors Island attracts 1 million visitors a year, but official information is only available through this website. I ponder whether the government has considered investing in official apps before to enhance the overall travel experience. There may be many reasons for maintaining a website version, but it is difficult to know why. Additionally, governments often prioritize websites because they provide access to a wider range of users, regardless of their device or operating system. This approach is not only more cost-effective but also ensures wider coverage. Therefore, I conducted fieldwork and interviewed five visitors to assess whether potential users had a real need for the app. -
Existed solution
During my research, I discovered Bloomberg Connects, a travel guide app that provides guidebooks for various attractions. The app introduced information about Governors Island during my research, presenting a challenge to the ongoing design process. Consequently, I chose to assess the app to determine if it truly delivers a user-friendly experience. However, using the app gave me the impression of navigating a manual version of the Governors Island website. Nonetheless, it compensates for certain shortcomings found in the website, particularly in addressing confusing information.
Design process
01
Empathy
Observation
Field survey
Heuristic evaluation
02
Define
Problem statement
Personas
User journey map
03
Ideate
How might we
Solution
Information architecture
User flow
Lo-Fi prototype
04
Prototype
Hi-Fi prototype
UI kit
Mockup
Observation
The only accessible source for updated events and ferry times is the Governors Island website.
During a studio project field trip to Governors Island, I identified several issues:
- Information gap of upcoming events
- Poor organized information structure of the official website
-
None of the visitors knows the new travel guide app.
Field survey
Identified media touchpoints where visitors encounter or engage with media during the visit.
➊ Pier at Manhattan
Observation
Ferry is the only way to access Governors Island. Visitors often have difficulty recognizing which pier they should wait at, so they tend to ask the staff or other visitors directly.
Touchpoint
Billboard at pier
NYC Ferry app
➋ On ferry
Observation
When people feel bored, they either swipe their phones or stare at the screen. Promoting "Travel Pass x Governors Island" on the screen could be an effective approach.
Touchpoint
Screen on ferry
➌ Governors Island's pier
Observation
The text size is too small, making it difficult to capture people's attention. Few visitors take the time to go and check it out. When designing posters, it's important to consider the distance at which visitors will view the bulletin board.
Touchpoint
Bullet board at pier
➍ Another bullet board near Governors Island's pier
Observation
Even when walking closer, the overall information is still messy.
Touchpoint
Bullet board
➎ Existing solution: a travel guide app
Observation
When I examined the poster more closely, I noticed an app named Bloomberg Connects that offers guides for visitors. This app is not widely known among Governors Island's visitors, likely due to the island's lack of a robust marketing strategy to promote it. I didn't find any information about this app on the Governors Island website.
Touchpoint
Bloomberg Connects app
Bullet board
Heuristic Evaluation & Feature Analysis
Heuristic Evaluation of Governors Island website
Visibility of System Status, Error Prevention, and Digestible information are the major usability problems of Governors Island website.
Feature analysis of Bloomberg Connects app
The existing solution, Bloomberg Connects app, fails to address all usability issues. Certain crucial pieces of information still depend on the Governors Island website.
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✅ Unconcerned
👌 Okay
⚠️ Concerned
⛔️ Very Concerned
*I evaluated the mobile website because visitors mostly use mobile devices during their visit, and it would be better to evaluate two competitors on the same device.
Evaluated device: iPhone 15 pro
Evaluated browser: Google Chrome
View the entire analysis here.
Governors Island website
Bloomberg Connects
app
Define
Problem
"Inadequate event information accessibility caused me to miss several events, as information was chaotic, and I would only use the website to check ferry time."
Personas
Visitor Journey Map
Visitors often get frustrated when trying to gather travel information from a website that is poorly organized.
Click here to view the high-resolution image
Ideate
How might we
"How might we make a sustainable travel hub?"
Information Architecture
User Flows
User flow 1 - Follow Sustainability Route
Visitors practice sustainability actions and learn SDGs by following the "Sustainability Route".
User flow 2 - Follow Sustainability Route
Visitors feel more connected to local communities through art when they learn about cultural heritage, enhancing their travel experience.
User flow 3 - Follow Sustainability Route
Visitors feel more connected to local communities through art when they learn about cultural heritage, enhancing their travel experience.
Prototype
Click here to view prototype.
Travel seamlessly with Travel Pass.
Travel routes offer diverse perspectives for an enriched visitor experience.
Clear structure helps visitors easily access attraction information.
Gamified sustainable practice