Feeling in control: Designing the Melbourne bus user experience

Buses are often negatively perceived, with vehicles and services broadly criticised. This project employed design enquiry to better understand and improve user perceptions and their experiences within Melbourne suburban environments. Qualitative data established that low-density bus networks are impacted by access, negative safety perceptions, and information problems. These issues were identified as creating uncertainty and a lack of perceived control, helping to fuel the negative service perception and experience. A combination of app and onboard passenger information display concepts were developed through design studio practice and tested through virtual reality methods to improve these negative associations and the user experience.