Case Study: Melbourne’s Myki

Overview of the Brief

I have been asked to examine and improve the Myki system. To do this I must identify and research difficulties that people face during their current public transport experience and how Myki interacts with this. It will be important to identify what is working well and what people think will make the system better. Ultimately my goal is to improve peoples experiences with the public transport system across Melbourne and Victoria.

Part 1 — Research

Territory Mapping

Territory mapping is a fast, low resource way to gather an initial set of ideas around a particular system or service. It captures a vast set of information from a group of people based on their knowledge and experience.


From here I made 5 assumptions. The purpose of creating these assumptions is so I have a range of things to survey my users about. This will help me to identify clear objectives from my surveying.


It is important to look at what other smart card systems are doing right and wrong so I can either look forward to these systems for inspiration or tips on what to do better. I focuses on other Public Transport systems in Australia. Here is my summaries of each competitor.

Go Card

Go Card is TransLink’s electronic ticket to fast, easy and convenient travel on all TransLink bus, train (including Airtrain), ferry and tram service


Now I have a bit more insight about Myki it’s time to ask the people. I am creating two different surveys in order to capture my different target groups. With a group of other researchers, I headed into the public to hunt out a range of users. This involved students, regular commuters, seniors and tourists. We hit up a range of locations including Bourke St, Melbourne Central and Federation Square as well as various tram stops around the city to find out users.

Tourist Results Infographic

Part 2 — Synthesis

Once the research is conducted, it’s time to analyse and decipher the information that I and others have collected and discover the direction for my recommended solutions. The first part of this process was infinity mapping

Infinity Mapping


From here I need to come back to my three target groups and create a persona around each. It is really important that I not only focus creating a basic face for each target group but I place an emphasis on the person, their hobbies and what Myki means to them to really gain value from creating personas at all. On top of my persona, I have created an Empathy Map for each persona which runs through what they think, feel and want to achieve through using Myki.

Journey Map

After looking at who my users were as well as their trait it became important to further understand their relationship with Myki. To do this I mapped out what experiences my personas might experience. This worked its way back to before they had even considered using the system.

Tourist Journey Map

Part 3 — Ideation

Wireframes and brainstorm for what needs to be included in the kiosk

Part 4 — Prototyping

After taking on the feedback from my original wireframes and lo-fi user testing it was time to create a high fidelity prototype. I did this using photoshop and Invision.
My prototype can be found here:

Journey Planner Maps

Journey Planner

The journey planner feature is currently a part of both the PTV and Tram Tracker applications. A lot of users currently interact with this feature as it gives them times and direct routes to reach their destination. As PTV covers multiple types of transport it was important that I showed these in my kiosk. I highlighted train, tram, Vline, bus and nightrider services. Users can click on their destination or search it as well as viewing a range of maps for each. The kiosk works similar to a phone or tablet and allows users to zoom in on the maps to get a clearer view as well as navigating around them all at the touch of a finger.

Places of Interest

The places of interest tab are really where I think my kiosk differs from current applications and websites Myki and Public Transport Victoria have in place. The tab allows users to look through images to identify locations of interest. They can also search locations if they know the name but want more information about their destination. Users can then automatically search how to reach their place of interest from their current location linking back to the journey planner.

Frequently Asked Questions

Top up and Balance Check

The top-up and balance check is the major role of current Myki machines. I haven’t changed the layout of this as users understand the system and think it flows well.


The help section of the kiosk has 2 main functions. It needs to have information at the ready for users who are new to the system, whilst providing other links in order to make their travel easier.

Part 5 — User Testing

I complete testing to identify what was and wasn’t working for my users. Ultimately usability runs a project like this so it is important to have a range of scenarios for users to complete.

Participant during user testing

Part 6 — Reiteration

Overall my tests went well. All users could complete the scenarios with ease. They all commented on the clarity when completing the task. My feedback mainly involved making links in the FAQ section clearer and treating them like buttons as seen in the places of interest scenario as well as making the journey planner option clearer.

Update of buttons

Part 7 — Evaluation

Overall I’m proud of this project. When I have the time I will really work on creating unison between transport maps, better equipping the plan journey section to suit users needs at well as a few other minor touch-ups.


I think my stand out successful was during testing with the extended situation (scenario 1) in my prototype user testing. All of my users identified this as the thing they remembered most from the testing. I think the back story to the scenario as well as the actual part of the kiosk they were being tested on played major roles in this success.

I also believe my primary surveys were really successful. I was able to collect a range of quantitative and qualitative data and this really helped to form my project.


The major challenges for me in this project was the focus. I feel like my attention span during this project period has been particularly bad. Keeping on task was often a task in itself.

Other challenges for me were really around creating the actual prototype. I think It would have been beneficial before moving onto the high fidelity prototype if I had spent more time on creating a full paper one. I was just stressed with time but I could have nailed out the screen flow better at this stage, making my future workflow more efficient.

Future Projects

I think the clear point of this project came when I outlined each part of the brief, what was involved, how long it should take and when we were going to complete it. This breakdown really helped me to understand exactly what was going on, so my first recommendation for future projects would be to do this.

My second recommendation would be to consider building my prototype in Adobe’s new Experience Design program. Photoshop files with so many image layers are huge. I would think a better quality computer might have struggled with handling the files I had created. This was a major time waste of time in my project.

My third recommendation would be to look more at what visuals Myki and other clients are currently using. I don’t think I did a good job of creating my journey planner. There was some great content already out there in their current applications but I overlooked using it as inspiration.



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Jessie Newton

Jessie Newton

Jessie Newton is a problem solver, thinker and explorer. She currently works on User Experience and graphic design projects.