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VÄSTTRAFIK

VÄSTTRAFIK

Enhancing Accessibility and Usability for Diverse User Groups

Enhancing Accessibility and Usability
for Diverse User Groups

Where we started

To Go is a travel app by Västtrafik, used widely in Gothenburg. Although generally well-received, there are known usability gaps—especially concerning accessibility, interface clarity, and available services. This study aimed to identify pain points by exploring how two often-overlooked user groups—seniors (65+) and expats—experience the app.

RESEARCH & INSIGHTS

We conducted a mixed-method study using user interviews, a focus group, surveys, and a heuristic evaluation to collect both qualitative and quantitative data.

Participants

  • Seniors: 4 interviews, 19 in a focus group, 10 survey responses

  • Expats: 5 interviews, 15 survey responses

  • Prototype testing: ~25 users (both groups)

Key methods

  • Thematic analysis (qualitative data)

  • Descriptive and inferential analysis (quantitative data)

  • Tools: Figma (prototyping), Excel (data analysis), Microsoft Forms (surveys)

Core findings

  • Lack of real-time traffic disruption info—especially problematic for non-Swedish speakers

  • Confusion around zone system and maps

  • Desire for more ticket options (e.g., weekly, 30/60-minute tickets)

  • Users often missed features already in the app due to unclear design

  • GPS issues, lack of tourist info, and missing filters for personalization were also raised

Design process

  1. We applied a user-centered, iterative UX methodology:

  2. We followed a design thinking process with a strong focus on user needs and iteration:

    1. Empathise – Surveys, interviews and focus group

    2. Define – Identifying key user needs

    3. Ideate – Brainstorming & Crazy 8s

    4. Prototype – High-fidelity prototype in Figma

    5. Test – Usability testing and surveys for feedback

  4. We ensured ethical practices: all participants were informed
    about data handling and gave consent for recordings.

  5. We followed a design thinking process with a strong focus on user needs and iteration:

Outcome

Our high-fidelity prototype focused on:

  • Improved traffic info visibility, available in both Swedish and English

  • Simplified zone map, embedded in-app

  • Customizable filters for a more tailored experience

  • Additional ticket options, including manual activation

These updates aim to make the app more intuitive and inclusive—especially for users who aren't fluent in Swedish or are less tech-savvy.

Key Learnings

Even highly-rated apps can miss key user needs—especially for underrepresented groups

  • Functionality is not enough—discoverability and clarity are equally important

  • Design must bridge cultural and generational gaps in digital literacy

  • Data triangulation from diverse sources (surveys, interviews, focus groups) provided a richer perspective

  • Collaborative teamwork and user empathy were crucial for project success

Collaboration with Ambjörn Olsson and Tamiko Nilsson.

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