UX DESIGN
UX RESEARCH
MOBILE & PHYSICAL
Role
Product Designer, UX Researcher
Tools
Figma, Miro, Google Survey
Team
4 UX Designers and Researchers
Timeline
3 months
Traffic congestion is a problem faced by urban areas globally, and the city of Pittsburgh is no exception. The rise of curbside delivery apps has increased double parking and chaotic street behavior, frustrating drivers searching for convenient street parking.
To address this, the Pittsburgh Parking Authority and Automotus launched Smart Loading Zones (SLZ), using AI and cameras to manage curbside parking by charging drivers after a 15-minute free period. Three years in, we consulted on improving the user experience of this initiative for Pittsburgh residents and drivers.
As a UX researcher and product designer:
Intercept interviews with 15 Pittsburgh residents and drivers revealed low usage of SLZs due to confusion about who can use them and how to use them. This is reinforced by city data, which shows only 1.7% of SLZ users have registered accounts. Additionally, the mobile payment platform's cumbersome account setup and deposit process consume time during the 15-minute free parking period.
Research Question: How might we increase understanding about the SLZ’s purpose and increase flexibility of how people register and pay for new users (i.e., drivers/residents) of SLZs in Pittsburgh?
My team comprehensively addressed multiple sites of confusion for users by redesigning physical and digital solutions to support on-the-go efficiency while avoiding unnecessary fines.
We redesigned the current sign to provide a distinct, intuitive starting point for using the parking service.
All 5 usability testing participants referenced information from the sign during roleplay scenarios, indicating comprehension of rules from the redesigned sign.
Automated, friendly text messages designed to ease stress and build confidence while using the new street parking service.
“[The reminders] make me feel in control.” Usability Testing Participant
Streamlined for fewer steps and enhanced transparency so users can effortlessly understand payment calculations.
“Easy, Convenient, Immediate.” Usability Testing Participant
My team observed Pittsburgh residents near SLZ installations spending 10-20 minutes in the zones, often returning with food but not scanning the QR codes on signs. Many used hazard lights or paid at incorrect machines, revealing confusion between SLZs and conventional street parking. This confusion leads to rule non-compliance and increased crowding in parking areas.
My teammate and I interviewing drivers in smart loading zones.
I created a sequence model to communicate where things go wrong for users when using an SLZ.
From observational research, we identified 2 types of users of the SLZ's: Delivery drivers and non-delivery drivers. Both types of users need the service for a short period of time, necessitating a fast onboarding and payment process for rule compliance.
After conducting a heuristic evaluation on the current SLZ app, we identified that users had to answer 7 to 10 questions before payment, which can be time-consuming during short parking periods. In the initial design stage, we brainstormed new and conventional solutions to streamline this lengthy sign-up process to promote efficient usage of the SLZ.
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I facilitated a brainstorming activity to ensure our next round of ideation addressed challenges for users.
One of 12 solutions shown through storyboards during user testing.
To explore solutions, we held remote Zoom sessions with 4 Pittsburgh residents and drivers, showing them 12 storyboards and discussing their parking experiences. Participants preferred low-commitment solutions, such as avoiding app downloads, and noted that weather and the need to exit the car can make it difficult to use a physical solution such as kiosk.
Participants also described the expectation for having a clear proof of payment for parking service transactions. As a result, we moved forward with an emphasis on the need for payment transparency in the next stage.
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Building a physical prototype for testing.
Testing the physical prototype of the kiosk with a user at our lab.
Participants preferred familiar physical meters and kiosks for street parking during early concept testing, so we prototyped and tested a kiosk to see if it would reduce the learning curve for a new parking service. However, usability testing revealed that despite users completing tasks confidently, they found the kiosk's usability lacking and were unclear on how it tracked time spent in the zone.
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Conducting round 2 of usability testing with Pittsburgh residents and drivers near an SLZ.
Round 3 usability testing on the redesigned sign, onboarding texts, and mobile payment flow.
In the final stage, we developed a three-part solution to enhance payment transparency for the SLZ. We then conducted high-fidelity prototype usability testing with 5 Pennsylvania drivers, presenting various scenarios and requesting participants to articulate their decision-making process for each scenario.
📊 Final Prototype Usability Testing Results 📊
By leveraging human-centered(UX) research and design, our project led to: