• Convenience and Safety: Despite advancements in transportation technology, the taxi industry remains largely traditional, lacking features such as real-time tracking, digital payment options, and easy booking. Commuters often face a trade-off between convenience and safety versus lower prices when using taxis.
• Coordination and Transparency: Coordinating short and long-distance trips can be stressful and time-consuming for commuters, especially without access to transparent pricing or easy communication with drivers. There is a need for initiatives to streamline the booking process and ensure clear pricing structures.
• Idle Time for Drivers: Taxi drivers, particularly in less busy areas, struggle with insufficient commuters during off-peak hours, leading to idle time and reduced earnings. Solutions are needed to support drivers in securing customers during quieter periods and optimising their work schedules and resources effectively.
• Accessibility in Underserved Areas: Many people rely on informal transportation services, such as taxis, due to a lack of formal public transit options in underserved areas or for long-distance travel. Our app aims to provide accessible, safe, and affordable transportation solutions to these communities, offering a comfortable and private alternative to formal public transit systems.
• Affordability: Existing transportation options like the Gautrain and Uber can become expensive for daily use, particularly for shorter commutes or long-distance travel. Taxis offer a more cost-effective alternative, especially for daily commuting needs and long-distance trips that are an affordable alternative to planes and buses.

• Cost and Accessibility: Commuters often face high fares when using existing solutions, making them less accessible and less affordable, particularly for daily use and short-distance travel. This is further exacerbated by additional transport costs required to reach stations.
• Lack of Focus on the Taxi Industry: Existing solutions primarily cater to private drivers, neglecting the specific needs and challenges faced by taxi drivers and the taxi industry. This lack of attention hinders technological advancements and support for taxi drivers, resulting in inefficient and unreliable services for commuters.
• Quality of Service: Existing solutions often lack accountability and consequences for drivers who misbehave or take advantage of their position, compromising passenger safety and trust in the service. This is particularly concerning in the absence of verification of driver identities and transparency.
• Comfort and Flexibility: For long-distance rides, existing solutions may not provide the desired level of comfort, privacy, storage space, and flexibility. Commuters may prefer the experience of travelling in a private car, which offers these amenities while being affordable and safe.
• Safety: Some existing solutions, such as Bolt, lack verification of driver identities and transparency, allowing drivers to misbehave with little consequences. This raises concerns about passenger safety and trust in the service.

• Commuters: This segment includes individuals who rely on public transportation for daily commuting needs, such as:
  • People travelling to work or school
  • Individuals running errands or engaging in recreational activities
  • Long-distance commuters visiting family members, going on business trips, or exploring local tourist destinations
• Taxi Drivers: Our app is designed to cater to both local and long-distance taxi drivers who provide transportation services to commuters. These drivers are essential users of our platform and play a crucial role in the transportation ecosystem.

• Language Accessibility: To cater to the diverse linguistic needs of taxi drivers and commuters in Gauteng, our app allows users to easily switch between languages for clear content display.
• Rating and Cancelling Trips: Both commuters and taxi drivers can cancel trips and provide a reason for doing so, ensuring that issues are addressed promptly and efficiently.
• Alternative Payment Options: We provide various payment methods to accommodate different user preferences, making it convenient for users to pay for their trips.
• Trip Fare Display: Our app offers fare display based on local prices for short distances or the driver's selected price for long distances, ensuring transparency and fairness.
• Safety and Security Measures: We prioritize user safety with features such as:
  • Driver verification
  • Trip tracking
• Banking Details & Account Management: Users can securely log in, manage their accounts, and change banking details as needed, ensuring a seamless and secure experience.

Taxi Drivers:

• Analysis of Passenger Volume & Resource Optimisation: Our app provides tools that predict demand patterns, allowing drivers to get on the road when they are most likely to get trips.
• Routing Prioritising Resource Optimisation: We optimize resources (fuel, time) through efficient routing, ensuring that drivers make the most of their time and fuel.

Long Distance Travelers:

• Booking Convenience & Flexibility: Our app allows users to book trips ahead of time to secure preferred schedules and accommodations, with flexibility in booking options, including refunds or modifications to travel plans.
• Custom Location Pickup and Chat Functionality: Once a customer has booked a long-distance trip, they have access to chat functionality that enables them to communicate with the driver personally.

Short Distance Travelers:

• Special Accommodations: Our app allows passengers to indicate if they are traveling with special items or require specific assistance during their short trips, such as wheelchair accessibility or extra space.
• Transparent Pricing & Booking: We ensure that short-distance commuters are aware of the fact that prices may vary depending on the region, providing transparent pricing and booking information.

Siyabonga Nkosi - Long Distance Commuter:

“From what I understand, this app helps me find taxis for longer trips, like when I need to visit my family out of town. So, I'd open the app, put in where I am and where I wanna go and then it shows me available taxis or maybe even different options for rides. I hope it also tells me how much it'll cost and if the driver is reliable, you know? It's like having a travel agent on my phone, but for taxis”

Ndumiso Mbatha - Short Distance Commuter:

“I think this app is like a modern version of hailing a taxi. Instead of standing on the street waving my hand, I can just open the app, put in where I am and where I wanna go, and then it'll show me nearby taxis available to pick me up. Maybe it also shows me the estimated fare and how long it'll take for the taxi to arrive. It sounds super convenient, especially when I'm in a hurry to get to work or meet friends.”

Nyaniso Gasa - Short Distance Commuter:

“So for long distance, I'd assume it works like when I compare flights. I'll just say I want to go to Pietermaritzburg from Pretoria on Friday. It'll show me the cost at least, I enter my address, and then I pay. With short distance, same thing; I'd prefer what I think makes sense because obviously, we don't want cash. I'd order it and then pay when it picks me up. I can order a taxi and then scan to pay as I get in.”

Session Rules

• Duration of Sessions: Each session lasted for 30 minutes.
• Number of Participants: There were a total of 7 stakeholders, with 2 stakeholders participating in each session. (One session had 3 stakeholders)
• Tasks Assigned to Stakeholders:
  • Short-distance commuters were asked to interact with wireframes representing the homepage, settings page, payment page, and notifications page.
  • Long-distance commuters were tasked with interacting with wireframes representing the homepage, accepting walking to location, confirm trip page, and sign-in/login page.
  • Taxi drivers were assigned to interact with wireframes representing the homepage, sign-in and signup, and navigation page.
• Testing Environment:
  • For short-distance commuters: Testing was conducted virtually on Google Meet, facilitated by Katlego.
  • For long-distance commuters: Testing was conducted virtually on Discord, facilitated by Siyamthanda.
  • For taxi drivers: Testing was conducted in person at a food court in Mall of Africa, facilitated by Nokukhanya.

Testing Environment Impact

• For virtual sessions: Utilizing online platforms allowed stakeholders to participate from the comfort of their own private environments, ensuring they were in a setting where they felt most at ease and could fully focus on the task at hand. Additionally, by conducting virtual sessions, we were able to minimize external distractions and maintain clear communication channels, irrespective of the specific online platform used. This ensured that stakeholders could engage effectively with the wireframes and provide valuable feedback without being hindered by environmental factors.
• For the in-person session: Consideration was given to the noise level and lighting in the food court to ensure a conducive environment for testing. A less busy restaurant was picked in a corner location to avoid distractions, thus facilitating focused and productive discussion.

1. Start-Up Page Inclusion

The decision to include a start-up page was informed by our analysis of the distinct user groups using the application: commuters and taxi drivers. Recognizing the differing needs and roles of these users, we aimed to provide a clear and intuitive starting point for users to choose their desired path within the app. By offering separate options for becoming a TripSavvy driver or commuter upfront, we facilitate a more tailored and efficient user experience, ensuring that each user group can easily access the functionalities most relevant to them. Further, should the user choose to become a taxi driver, they are directed to navigate through multiple other pages to provide vehicle details, whereas commuters are directed to the sign-up page. This segmentation ensures that users are guided through relevant processes based on their chosen role, enhancing usability and streamlining the onboarding experience.

2. Google Sign-In/Sign-Up Integration

The integration of Google sign-in/sign-up functionality was motivated by several key factors identified during our design process. Firstly, user input from our Crazy 8s Co-Creation session highlighted the importance of streamlining the signup process and minimizing friction for new users. By offering the option to sign up or sign in with Google, we aimed to provide a seamless and familiar experience for users, reducing the need for manual input of personal information and simplifying the onboarding process. Additionally, insights from our research phase indicated that many users prefer the convenience and security of using their existing Google accounts for authentication purposes. Integrating Google sign-in/sign-up aligns with these user preferences, enhancing user satisfaction and adoption rates for our e-hailing app. Overall, this design decision was driven by a user-centric approach, prioritizing ease of use, convenience, and security for our users.

3. Commuter Homepage Wireframe

Our design decisions for the commuter homepage wireframe were driven by stakeholder feedback and a collaborative approach. A key concern raised by stakeholders was the importance of streamlining the process for inputting travel details, minimizing complex navigation through multiple pages. Additionally, stakeholders emphasized the need for easy access to frequently visited locations without requiring repetitive manual input. To address this, we incorporated dropdown options visually integrated within the input boxes. This approach maintains a clean and uncluttered page layout while providing intuitive cues to users that the dropdowns are for selecting locations and specifying the number of passengers. Additionally, for long-distance commuters, we opted not to incorporate the input of their trip details directly onto the homepage, recognizing the need for additional information. Instead, we implemented a button to direct them to a dedicated long-distance trip details page, where they can input the necessary information more comprehensively. Lastly, a help button has been included to provide quick assistance to users facing challenges related to disability, environmental factors (such as safety concerns), or personal preferences. This feature aims to enhance accessibility and support for all users of the platform.

4. Wireframe Prototypes

In crafting our wireframe prototypes, we meticulously integrated button and top navigation throughout the app, aiming to streamline the user experience and prevent clutter. Insights from our Crazy 8s Co-Creation session emphasized the importance of clear and intuitive navigation, prompting us to prioritize simplicity and accessibility in our design decisions. By implementing consistent navigation elements, such as buttons and top navigation bars, users can seamlessly navigate between different sections of the app without feeling overwhelmed by excessive clutter. This approach not only enhances user satisfaction but also improves overall usability, allowing for a smoother and more efficient interaction with the app.

5. Taxi Driver Homepage

For the taxi driver homepage, the decision to prominently feature a map displaying the driver's current location and a toggle bar at the top allowing drivers to indicate their online status was influenced by feedback emphasizing the critical role of real-time navigation in the taxi driver profession. Recognizing the demanding nature of this profession, where every minute counts, we sought to streamline the driver's experience by providing immediate access to crucial functionalities. This decision addresses the need for swift and intuitive management of availability within the app, ultimately empowering taxi drivers to navigate their routes seamlessly while optimizing their time on our app.

6. Settings Page Design

In crafting the wireframe prototype for the settings page, we drew inspiration from both our Crazy 8s Co-Creation session and user input from sketches. For instance, stakeholders expressed a desire for a streamlined and intuitive interface that allows easy customization of account preferences. As a result, we prioritized simplicity and clarity in the layout, opting for a clean design with clearly labelled options for adjusting settings such as notification preferences, account security, and language preferences. Additionally, based on user feedback indicating the importance of accessibility, we ensured that the settings page is designed to be easily navigable and inclusive, catering to users of varying technological proficiency levels. By integrating user-centric design principles and aligning with stakeholder preferences, our aim was to create a settings page that enhances user control and satisfaction within our app.

7. Notification Page for Short-Distance Users

In response to insights gathered from our Crazy 8s Co-Creation session and user input from sketches, we made the design decision to incorporate a notification page for short-distance users on the app. This page alerts users if their location is not directly on the taxi's route, providing them with the option to choose the closest pickup point they can walk to. By including a map displaying the suggested pickup location and estimated walking time, along with a clear yes or no option, we aim to prioritize transparency and empower users to make informed decisions about their rides. This design choice ensures that users are fully aware of their options and helps enhance their overall experience with the app.

8. Live Tracking Feature

In our sessions and through our research, we discovered that users often face frustration and uncertainty when waiting for taxis, leading to prolonged waits or missed pickups. To address this, we implemented the live tracking feature in our app, allowing users to monitor the real-time location of their assigned vehicle. This decision was driven by our commitment to enhancing user satisfaction and providing a more transparent and reliable experience. Furthermore, considering safety concerns expressed by users, we ensured that they have access to comprehensive driver and vehicle details, enabling them to verify the identity and legitimacy of their ride. By prioritizing user safety and peace of mind, we aim to build trust and confidence in our platform. In designing this page, we intentionally opted for a minimalistic approach, focusing on displaying essential information in a clear and concise manner. This design choice ensures that users can easily access the critical details they need while maintaining a clutter-free and user-friendly interface.

9. Earnings Page Design

The design decisions for the earnings page were guided by insights from our co-creation session and user feedback obtained during the wireframing process. Our primary motivation was to create a visually appealing and intuitive interface that provides comprehensive insights into driver earnings while offering flexibility in viewing earnings data over different time periods. The inclusion of an overall earnings section serves to provide drivers with a quick summary of their cumulative earnings, offering a sense of achievement and progress. Furthermore, the incorporation of visual graphs was motivated by user preferences for data visualization, facilitating a quick and easy understanding of earnings trends and patterns. The visual representation enhances the user experience by allowing drivers to interpret earnings data at a glance, aiding in decision-making and goal setting. By incorporating these design elements based on user insights and preferences, our aim is to create an earnings page that not only provides valuable financial information but also enhances user engagement and satisfaction with our app.

10. Trip Group Chat Feature

In response to insights from our user co-creation sessions and sketches, we integrated a trip group chat feature for long-distance users who have completed their booking. This feature allows the taxi driver to efficiently share updates and information with all passengers simultaneously, rather than engaging in individual communication. This decision was driven by the need to streamline communication and enhance user experience, especially considering the practicality of managing approximately 13 passengers per trip. The chat interface is designed to provide transparency, enabling the taxi driver to view all communications, including sender details and timestamps, ensuring effective communication and passenger engagement throughout the journey.

For Commuters

Task 1: Sign up and Login

“Your name is Amanda Ndlovu and you want to become a TripSavvy user. Sign up, fill in your details, create an account, and log in to the app.”

This task was chosen to evaluate the ease of account creation and login process for new users, ensuring a seamless onboarding experience.

Task 2: Short-distance Trip

“You are in Rivonia and you want to go to Sandton. You are traveling with three people. Use the app to book a trip from Rivonia to Sandton.”

This task evaluates the user experience of booking a short-distance trip through the app, considering factors such as route selection, passenger count, and overall booking process efficiency.

Task 3: Long-distance Trip Booking

“You live in Durban and want to travel to Gauteng. Book a long-distance trip from Durban to Gauteng and then return to the home page.”

This task assesses the process of booking long-distance trips, catering to users' needs for intercity travel. Additionally, it evaluates the app's navigation flow back to the home page, ensuring a seamless user experience post-booking.

Task 4: Contacting Support

“You are experiencing some trouble with your account. You want to contact TripSavvy. Use the app to accomplish this and navigate back to the home page.”

This task evaluates the accessibility and usability of the support feature, crucial for addressing user concerns and ensuring customer satisfaction.

Task 5: Exploring Settings

“You are relatively new to the application. You want to see the settings you can change. Use the application to explore the settings before navigating back to the home page.”

This task assesses the intuitiveness of the app's settings menu, enhancing user control and personalization.

Task 6: Chatting with Driver

“You create another long-distance trip. But this time you would like to chat with the driver. Use the app to accomplish this and then navigate back to the home page.”

This task evaluates the ease of communication between users and drivers, essential for addressing user inquiries and ensuring a smooth ride experience.

Task 7: Expressing Pickup Preferences

“You are ready to have another short-distance trip to Sandton. Unfortunately, you are not willing to walk to the pickup location due to time. Try to express this in the app.”

This task assesses the user experience of communicating pickup preferences, addressing real-world scenarios where user preferences may vary.

For Drivers

Task 1: Driver Registration

“Your name is Amanda Ndlovu. You want to become a taxi driver with TripSavvy. Use the application to sign up and log in as a user.”

This task assesses the process of signing up and logging in as a driver user through the application, ensuring a seamless registration experience.

Task 2: View Earnings

“You want to see how much money you have earned before. Use the application to see how much money you have made.”

This task evaluates the application's functionality for drivers to access and review their earnings history, providing insights into their financial performance.

Task 3: Trip History

“You want to look through your history and see all your past trips.”

This task assesses the usability of the application for drivers to access and navigate through their trip history, facilitating efficient record keeping and management.

Task 4: Create Long-Distance Trip

“You are ready to create a new long-distance trip from Gauteng to Durban. Set the date, time, and maximum number of drivers.”

This task evaluates the process of creating a long-distance trip, including setting the date, time, and maximum number of drivers, ensuring seamless trip planning and management.

Task 5: View Trip Stops

“You want to see what stops you will make on the long-distance trip. Use the application to check the different locations you will be visiting while on the trip.”

This task assesses the application's functionality for drivers to view and review the itinerary and stops of their long-distance trips, ensuring clarity and preparation.

Task 6: Access Trip Group Chat

“You want to check the trip group chat that you recently created for your new long-distance trip. Use the app to access the chat and scroll through it.”

This task evaluates the app's usability for drivers to access and engage with trip group chats, facilitating communication and coordination with passengers.

Task 7: Contact Passenger

“You want to contact Mulisa Mthembu, a passenger of yours, and call them, but unfortunately, they don't pick up, and you eventually just hang up on them.”

This task assesses the driver's ability to initiate and handle passenger communication through the app, addressing real-world scenarios of passenger-driver interaction.

Task 8: Switching Online/Offline Status

“You're ready to accept ride requests, whether short or long-distance, from commuters. However, at midday, you opt to take the rest of the day off due to not feeling well. Before any requests come in, switch your status to 'Offline'.”

This task assesses the driver's ability to manage their availability and ride requests effectively, including the decision-making process to go offline temporarily for reasons like illness.