Development of Transport Management Software

Abstract

The growth of technology and the increasing competitiveness and opportunity of digital services have meant that the traditional logistic sector has changed dramatically. New technology and globalization affect the need to use solutions known to the IT industry. In recent years, we have seen significant technological growth, from smart devices communicating with each other via the IoT (Internet of Things) to artificial intelligence, and the changes it brings in the future. However, the role of user interface design in enhancing the user experience of mobile applications, such as journey planners, has been overlooked. Given the knowledge of the environmental impact of transport systems, it is important to convince users to use more sustainable modes of transport. Transport systems account for 20% to 25% of global energy consumption and carbon emissions. The aim of the article is to explain the process of creating a user interface for a public transport journey planner application that serves as a personal travel assistant. In addition, a competitive audit and research on a small group of users was also carried out. The conducted research and the audit of the competition were crucial in the ideation process, which became the basis for the first wireframes of the application. This was made possible by using the powerful Figma tool, which allowed for a more detailed design of the application’s appearance and functions. The resulting design of the application interface is a proposed solution to some of the user problems detected during the study. The final prototype needs to be turned into a real product to serve users. For this purpose, a developer must be provided with the prototype, who will bring the application to life using programming tools.

1. Introduction

In the era of the dynamic development of the internet and mobile technologies, mobile applications are gaining new importance [1].

The everyday life of the twenty-first century has been entered by applications, which, thanks to increasing technology and the computing power of mobile devices, enable access to information almost everywhere, regardless of place or time [2].

With a few gestures, the users of smartphones or any other mobile devices can easily get access to almost every area of life, from entertainment to shopping, or applications such as assistants and planners that improve and make their lives more convenient [3]. The increasing growth of technology and the competitiveness and capabilities of digital services have led users to expect products that meet their expectations [4]. Today’s public transport users are no longer satisfied with a standard timetable showing the route, stops, and departure times of a given means of public transport. They are looking for products that make life easier and save time. That is where mobile applications came forward, which will not only help to find the schedule but will also navigate users around the city and provide dynamic passenger information [5,6] to keep the user informed of estimated departure.

Numerous studies are being conducted in the area under consideration [6,7,8,9,10,11,12,13]. To the best of our knowledge, only few of them [12,13,14,15] are concerned with application design and user research in the context of a user-centred design thinking framework. These were concluded with a presentation of user-centred design to improve their usability, including pedestrian usability for urban transports [7,16].

The authors examined current research, but most of it was devoted to transport usability or focused on the concept of passenger information [5,17,17,18,19,20], treating mobile apps as a supportive element of public transport and thus ruling out a user-centered design approach in their construction. This can have a beneficial effect on changing the current mode of transport to a more sustainable one.

As claims [21], applications make public transport more attractive. Mobile applications can be considered a tool to significantly change the experience of transport users to a more accessible one [22]. Therefore, it is important to ensure accessibility, reliability, comfort, safety and security, customer satisfaction, and customer loyalty before and after using the application discussed in the following section, paying attention to the uniqueness of choices as well as users in terms of how they plan their journeys and choose their means of public transport. The authors had a similar focus to their predecessors [8,9,11,13] on the design of the application, with a view to providing immediate access to the timetable in real-time.

Article [8] focuses on the usability study of the finished design, bypassing the process and research before the product is created. This research is crucial because designers need to design with knowledge of the users, so it is better to design for a target group after it has been determined through research than to design for a proto-persona. An individual, therefore, having a stereotypical designer’s vision which may not meet or anticipate the problems of actual users, would thus be exposed to the fiasco and enormous costs associated with rebuilding the application. However, the article is a great basis for carrying out tests in the future.

A related literature review focusing on the impact of IT on public transport was also conducted, along with an analysis of current commercially available applications [23,24,25,26,27,28]. We realize that public transport offers many opportunities as a way of getting around that provide considerable savings and is also environmentally friendly, which is why it is important to ensure the greatest possible satisfaction and accessibility so that more people choose public transport over private ones. The authors believe that the study and the project will contribute to more sustainable choices that will change the environment for the better.

We would also like to introduce the design process as well as the concept involved in order to familiarize the reader with the subject from our point of view. This chapter is, therefore, dedicated to explaining the most important concepts. In the next one, we will focus on the research method used, introduce the concepts of user experience, and finally present the results of the public transport user survey and the design of the proposed solution.

1.1. Passenger Information

Passenger information serves the organization of the modern public transport system. The undeniable advantage of using this type of information is time savings and the convenience of passengers who receive clear information. Nowadays, the dynamic development of modern technologies means that ordinary timetables, once used in the form of plates or printed timetables, are not enough. They have been replaced by solutions with greater effectiveness and range of impacts that do not require excessive involvement in the search for information [18]. A useful information system should provide the passenger with quick and efficient access to information in every place where users are [5,19]. In times of an increasing number of individual vehicles, public transport must do the most to ensure that the potential future passenger can be sure that he will reach his destination without any problems. Then, it is possible that he will give up individual transport in favor of collective transport. This will certainly improve the situation on the roads and is better for the environment from an ecological point of view [5].

Information access planning should be regarded for the whole passenger journey, which should include three phases: the pre-trip phase, also called travel planning; information during the trip-making process; and the last one, information after the end of the journey, including a way-back summary of the trip [17]. In order to understand the user’s needs, it is necessary to look at passenger information.

Travel planning by travellers can be done by using passenger information such as timetables, information points, the Internet, or mobile applications. Travel planners are available in traditional form via a web browser, but they are also becoming increasingly popular as mobile applications. This involves choosing a time, checking the availability of connections, or choosing a preferred or available means of transport and checking the timetable while planning for the possible need to change. The accessibility of apps and all kinds of travel planners, which today are able to help select the right means of transport for the prevailing conditions on the road, is changing dramatically. This is particularly important in view of the dynamics on the road at the moment, such as collisions and traffic obstructions resulting mainly from construction works.

These are functionalities that, according to the competitor audit, are not often present in this type of application. A trip planner is commonly referred to as a web application used to plan a trip using public transport. There are more applications available on the market, but they differ in functions and facilities. They are colloquially known as connection search engines because they are equipped with a set of information on the transport services offered by the different carriers which allows them to propose connections between the departure point and the destination specified by the user, including criteria such as the fastest possible travel time, avoiding transfers, the shortest possible access route, the choice of means of transport, and even predicting the price of the whole journey. These and many more functions of trip planners, as well as their popularity-initiated access to modern ICT systems such as the Internet, GPS (Global Positioning System), and GIS (Geographic Information System), give the location of the vehicle through coordinates that are assigned to a place on the map of the area in which it moves. These details are useful for both those who are planning a trip and for public transport users who want to learn how to get to a specific place [19]. The user of the application receives a proposal of the optimal and most attractive connections and the certainty that all possible solutions available at the time when the trip is planned have been checked. The usability, growing popularity, and use of planners are related to their usefulness, ease of use, effectiveness, and user satisfaction [20].

1.2. Internet of Things

Modern logistics is one of the main factors shaping the competitive advantage of enterprises. The spectrum of challenges standing in front of the logistics sector and thus, before the direction of their development, is wide and constantly evolving. New technology and globalization affect the need to use solutions known to the IT industry [29]. In recent years, we have seen significant technological growth, from smart devices communicating with each other via the IoT (Internet of Things) to artificial intelligence and the changes it brings with it. The Internet of Things is defined by connected devices (“things”) that are equipped with sensors, applications, and numerous enhancements to integrate and transmit information between things and platforms on the network. It is a vast array of interconnected computer, digital, or mechanical devices whose connection feeds the internet through unique identifiers through which the devices communicate with each other without any intervention. That kind of connection through cooperation provides fresh and moderate insights into the future of the world, where data can be collected and analyzed for specific purposes to improve people’s lives [30,31,32]. The introduction of IoT to the means of public transport allows users, through a dedicated app, to check the timetable and be informed of changes in real-time.

1.3. Need for Sustainable Means of Transport

In times of an increasing number of individual vehicles, public transport must do the most to ensure that the potential future passenger can be sure that he will reach his destination without any problems. Then, it is possible that he will give up individual transport in favor of collective transport. Taking into account the impact of transport systems on the environment, it is important to convince users to use more sustainable modes of transport. Transport systems are stated to account for 20 to 25% of global energy consumption and carbon inclusion. There is an urgent need to encourage people to use sustainable modes of transport as they contribute to reducing smog and pollution levels [33].

The aim of the article is to design the interface of a mobile application that allows users free movement on public transportation. To design the interface, various techniques were used, including conducting surveys with users to develop personas, testing prototypes, creating a sitemap, and analyzing competitors’ analysis. These methods are further elaborated in the next chapters based on analyses of domestic and foreign literature.

2. Materials and Methods

The presentation of the design process should begin by introducing terms such as UI and UX because they are closely related to designing user interfaces. In the context of designing a mobile application interface for users to freely navigate public transportation, the user interface (UI) plays a crucial role in providing a seamless and intuitive experience; it is strictly related to product experience design. The term user experience is best explained using a term given by Don Norman [34]. The term UX was first used by Don Norman, a professor of cognitive psychology and computer science who, in 1993, while working at Apple Computers, gave himself the title “Architect of User Experience”. As a result, this term was born.

As Don Norman once said, user experience is everything that touches upon your experience with the product. For him, it is not only designing a website or app; it is everything. It is how we experience the service—an app, a computer system. As such, it is essential to understand this term in the context of designing, in this case, a mobile app similar to a trip planner. The user experience encompasses all aspects of the user’s interaction with the company, its services, and its products.

The term user interface (UI) refers to the specific visual touchpoints or assets the user interacts with. The look, feel, and interactivity of a digital product are the cosmetics of the experience [35].

Simplifying the UI (user interface) is about creating the visual layer of the application. particularly the user interface, which is a bridge between the user and the application developer. This consists of graphic elements such as style, typography, color, graphics, etc. It is the final phase of user experience design. The concept behind UI is communication, which means that a user interface is essentially a conversation between users and a product to perform tasks that achieve users’ goals [36]. Properly designed, it must be understandable and convenient.

UX (user experience), on the other hand, focuses on people’s needs [35].

That is, as ISO 9241-210 (2019) puts it, a persons’ perceptions and responses that result from the use and/or anticipated use of a system, product, or service. User experience, at its most basic level, is a series of subjective psychological events and states (perceptions) experienced by a person, directly accessible only to that person. We can gain insight into these events and states by looking at the way a person speaks and reacts (reactions) [37].

It is an analytical process that includes planning as well as launching a product on the market. User experience design is the creation and synchronization of the elements that affect users’ experiences with a particular company with the intent of influencing their perceptions and behaviors [38].

Regardless of individual preferences, the UX process is iterative and based on the principles of Design Thinking [14,38,39]:

• Empathize
• Define
• Ideate
• Prototype
• Testing

During the empathy phase, the main goal is to learn more about the user, his desires, needs, environment, or context in which he will use the product [40].

The definition phase consists of analyzing the research from the empathy phase and formulating problems, i.e., user needs required to outline the purpose of product design.

After finding the user’s problems and understanding why it is crucial for a solution, it is time for the ideation phase. During this phase, the designer tries to generate as many solutions to the problem as possible, from which the right one will be selected as a prototype [41]. At this stage, it is important to return to earlier phases; it will be useful to return to user research or a competition audit.

Once a solution to the problem has been developed, the prototyping design phase begins, the aim of which is to produce an early product model that demonstrates functionality and will be used in the testing phase [42,43]. The purpose of prototype testing is to further improve it as insight is gained into whether the design of the product or service is easy to use and solves the user’s problem.

Among research methods, the quantitative method was used, which is questionnaire research, commonly known as surveys. It is one of the simplest and fastest methods of data acquisition, but it is not as accurate as qualitative survey methods. A UX researcher prepares a number of questions for a certain group of respondents. Data obtained in this way are objective; however, unlike qualitative methods, they do not give an in-depth analysis but allow us to know respondents’ true motivations. The prepared questions must be understandable for the recipients, not indicative of the answer. Good practice is to use open-ended questions, as they allow the respondent to express his opinion and go into more depth but require a great deal of effort, which may cause him to abandon the survey, unlike closed questions. Semi-open questions provide a range of suggestions but also allow the respondent to express his own opinion. Closed questions prevent deepening of the topic; depending on the type, they allow you to select one or more answers [44,45]. For this reason, it is important to vary the types of questions in the survey. For the purposes of the research, a small group of public transport users was surveyed in the form of a questionnaire made available on popular social networks using a Google form with the consent of study participants, who completed it anonymously. The subject of the study was to check the availability and suitability of mobile applications such as trip planners used for travelling by public transport.

2.1. Design Process

Designing an interface that meets the requirements of users starts with getting to know the future recipients of the product. It is important to understand how they use the application, what problems they are facing, and who the target group of the solution is. A user interface is a form of communication between a user and a machine (in this case, a mobile device). The quality of the designed interface determines the user’s perception of the usability of the system; too difficult to use or not ergonomic leads to abandonment of the product. It is different in the case of a product that gives a full range of functions and, at the same time, is intuitive to use. It is important to treat every user individually and with special care without making biases because people are different and what is simple and intuitive for one person may not be so for another. The UX design process is presented in Figure 1.

There may be problems that another user will not understand. That is why it is so important to create a target group. The first stage is defining the user’s goal—what they want to achieve after performing a specific interaction. Information about users is obtained from empirical research; methods such as direct observation, case studies, or surveys come in handy, based on which it is possible to create personas. A user persona is a model of a target group. It is a virtual, non-existent person who is a representative of a certain group, created for each larger one, reflecting the most important properties of users. Creating personas involves gathering information such as age, profession, demographic group, experience in each topic, computer skills, and other essential information. Personas are given features found in physically existing people. On this basis, the common goal of such a group and difficulties are determined—pain points that do not allow or block further action by users [46]. A persona also includes pictures of her everyday environment and contains a simple story with examples of use (persona background). In this way, designers are building greater understanding (an impression of empathy). This allows him to create products based on design thinking, which means user-centered design. Creating a persona is a search for motifs—repetitive elements that are common features of a given type of user. For each such common group, separate personas are created. Creating 3 to 8 personas is enough to present most users of the product [45,47,48,49].

2.2. Empathy Map

During work with personas, it is worth making an empathy map that corresponds to the needs and difficulties of the personas. An analysis is made of their fears, frustrations, and obstacles, as well as their wants and needs. This analysis is usually divided into four quadrants named hears, sees, thinks, feels, says, and does. These quadrants are equivalent, neither chronological nor sequential [50,51]. Figure 2 shows an example map of empathy [52,53].

The quarter speaks and answers the following questions: What did he say, what do we think about him, the appearances he makes in conversation, and what does his day usually look like? It often presents direct quotes selected from the interview with the user. A quarter of “thoughts” contains answers to the questions: What does it look like? What are his surroundings? What is watching? What do his observations look like? What does he read? The quarter “does” is the answer to the questions, as the name itself says what it does—how the user performs a given action. The quarter “feels” is responsible for the emotional state of the user; it is a response to worries and feelings accompanying the interaction with the product [54].

Data-driven empathy maps allow not only to get to know users, but also:

• Helpful in removing remove biases.
• Discovering research weaknesses
• Understanding what drives users to act
• It leads to building a better product and innovation.

The goal of UX design is to solve the user’s problems. By responding to their needs and problems, it is possible to create a product that solves their problems, even if they are not aware of them. To quote Steve Jobs: “It’s very difficult to design a product with focus. Very often people do not know what they want until you show it to them”, or Henry Ford saying, “If I asked customers what they wanted, they’d say faster horses” [55]. Both quotes show that people often do not know what their problem is, which is why it is so difficult to design the perfect product, which in fact does not exist [56,57].

Based on previously conducted research, it was possible to select a persona that contained an example of her history, needs, and frustrations. The creation of personas was necessary to answer the question of who they are and what the examined people need.

2.3. Competition Audit

A competition audit is one of the steps taken in the creation process. It is a review of the strengths and weaknesses of competitions. This consists of pursuing competitions that offer, in this case, related products, e.g., a planner application, a public transport timetable app, or any other thematically related applications. A detailed analysis provides solid information about the market where the product will be launched. The future product must be well suited to the market and have a competitive advantage. Typically, this can be a user experience that goes beyond the way the product works. Studying what they do well, what they say about their product, and what they could do better allows them to build a unique product that fills gaps in the market. [58].

Exact understanding needs of business and the market allows to:

• Make better design decisions
• Solve the usability problem
• Disclose vulnerabilities in the market
• Compare the degree of difficulty of using the proposed product/solution
• Find the user’s needs that the competition did not consider.

Conducting a competition audit in practice consists of a few steps. The key part is defining the purpose of the audit. In this case, it is a comparison of the solutions provided by direct or indirect competitors. Direct are jakdojadę, mobileMPK, and Moovit [23,24,28] because they deliver identical services, so they focus on the same consumers. On the other hand, the indirect one has a similar offer but a different target group. Examples of indirect competitors are Take & Drive, Map Google, BlaBlaCar, etc. [25,26,27].

The next step is to create a table in Excel or other programmes that consists of a list of competitors and a list of aspects to compare in the competition audit. The ideal one should have 5 to 10 competitors.

Among the designated aspects are: First impression, visual design assessment, evaluation of communication with the user, and others defined by the product’s needs. Each is different and has various aspects to compare [57]. For such a determined table, empirical research is necessary, i.e., using competitors’ applications. Only in this way is it possible to understand the process and the philosophy of stepping into the shoes of the competition.

Helpful in finding mistakes made in the construction of the product will be the “5 X Why” method, otherwise known as “5 Reasons,” a technique developed by Sakichi Toyoda in the thirties of the twentieth century. This method, by asking five questions, directs attention to the root cause of the problem [59]. The audit concludes the report with further thoughts.

2.4. User Flow

User flow is a graphic representation of every step that a user will take while using an app, from the first step to the last, final interaction. It is presented as diagrams where every shape corresponds to a different type of interaction [60,61,62,63]. The circle represents an action taken by users. The screen indicates the shape of a rectangle. The representative of the decision is a rhombus, and the arrows symbolize the directions of the user’s flow (dashed lines symbolise going back).

User flow is necessary to design an application or website based on knowledge of how users move around the application. The starting point of the so-called entry point is usually the home page, the welcome screen, and in the case of the designed application, it is the home page, and it ends with the result, e.g., creating an account. Outlining the process is useful, especially for designers work, because it allows you to evaluate and optimize the user experience, increasing the conversion rate of customers [45,64].

The presented fragment of user flow (Figure 3) presents the user’s path and his decisions within the first screen, the home page. The user has a choice. He can go to the screen with the schedule and the ticket, use the search engine, or click on one of the buttons indicating the saved route, e.g., home. The user, regardless of the screen on which he is located, can choose one of the paths indicated by the menu bar located at the bottom of the screen. At each stage, the user can also withdraw at any time.

Wireframes in UI/UX design are designed in the early stages of project work for customer and user acceptance. This procedure allows the project teams to further develop the application and conduct tests and corrections if necessary. Wireframes involve drawing, the layout of elements, architecture, flows, and behaviors. It is a crucial part and the most effective method of designing visualization for further interactions, providing the blueprint for the structure of the application, an idea of its functioning, and a visual representation of the interface [65]. Mostly, wireframes are divided into low-fidelity wireframes and high-fidelity; some sources provide medium-fidelity. These models differ in the degree of detail. Low-fidelity models, usually in shades of grey, contain structure, i.e., preplanned space for navigation, menus, buttons, or images. However, the high-fidelity model is much more expensive. The very first models can be drawn freehand, but for convenience and prototyping opportunities, a much better choice is to use software such as Adobe XD, Figma, or Sketch designed to create prototypes, usability studies, or heuristic evaluations [66].

3. Results

The target of the article is a prototype of an application interface. All the topics covered in the article so far were meant to show what the actual design process looks like and what the user interface consists of as a human–product interaction. Figma, a web application for designing interfaces available on macOS and Windows, was used to create mockups and interactive prototypes as it is a popular and powerful design tool [67,68,69].

Figure 4 presents the individual screens of the proposed solution high-fidelity model. The upper left corner (Figure 4a) shows the first view of the application interface. It is the first view the user sees and determines whether they want to continue using the application or not. Similar to a website, this view assesses the application’s suitability.

The next view indicates (Figure 4b) a list of connections after entering the start and end points, along with the most essential information provided, including the reason for delays such as road construction or traffic jams, which extend the travel time by another 10–15 min. In comparison to the competition’s app, the call list screen now allows users to change the time directly, eliminating confusion and saving time. Tram and bus buttons allow users to change user preferences, i.e., only bus or tram travel; this function is also possible through the user menu (cockpit). It saves time, and the user wanting to use a different means than the preferred one on a given route can simply perform this with one press.

From map view (Figure 4c), available after selecting one connection from connection lists, there are three options to act: sharing the current location, navigating the route shown as a view, and buying a ticket (Figure 4e,g). The map not only shows a view of the route but also shows another alternative route, which indicates little white windows with the number of vehicles. It is showing exactly where the vehicle is at this very moment.

The addition of this functionality was the result of earlier research.

The presented screens are intended to convey the functionality of the application, not show an exact and consistent real schedule. The location of public transport was created based on their real locations on Mapympk. Adding an alarm is to help the user get out of the house on time. Users often have a problem finding themselves on the map; sometimes it is easier for them to travel by seeing the actual arrangement of buildings in the 3D view. Here, the application, with each movement, shows live where the user is now, which allows him to get to the destination more easily. The view of the tickets (Figure 4e) screen is a store where the user has the opportunity to buy a ticket and display it in the event of ticket control (Figure 4g). Among public transport users, advocates of travelling using timetables (Figure 4f) have emerged. This group of users is just as important as those using the route search functionality.

The community (Figure 4h) view was created out of the need for mutual communication between users. This is similar to a Facebook group where they can share information on any topic. From this screen, they can post and search by keywords or by means of communication numbers that have been marked to emphasize that the message is about a given line. Additionally, there is an option to select a button labelled “Show other travel options”, which was added based on feedback from a survey where approximately half of the users expressed interest in sharing this information with each other.

4. Discussion

In this section, we discuss the results from the evaluation, where a survey of public transport users was conducted in the form of a questionnaire using a Google form shared on popular social networks. The questionnaire contained fifteen questions. The subject of the study was to check the availability and adaptation of mobile applications such as a journey planner used to get around by public transport. Twenty-one people between the ages of 18 and 39 took part in the survey. The data collected and questions included in the survey are shown in Figure 5, Figure 6, Figure 7, Figure 8, Figure 9 and Figure 10.

Participants in the survey were between the ages of 18 and 39, with a majority of 52.4% being between the ages of 18 and 26; these are most likely to be working or studying. The first question was to find out if the people surveyed planned their journey; this was an introductory question to determine the actual percentage of people using mobile apps. This percentage was 75.4%. Interestingly, some respondents still rely on timetables (9.5%). Only a small group admitted to using mobile apps for this purpose (4.8%).

The knowledge that 75.4% of respondents use mobile apps for post-trip planning highlights the high rate of use of mobile technology for this purpose. It is important to note that 9.5% of users still rely on traditional timetables for trip planning. Therefore, considering these users in the application to be built, it is important to find a way to ensure that they are not disadvantaged. We can do this by adding a simulation of using a paper timetable, which was included in building the app. That knowledge is needed to increase education in this subject.

Figure 6 presents the answer to the question: “What features of the mobile route planning app are essential for you?” This question was asked to explore the needs of users and build an interface that meets their needs. Respondents voted for features such as:

• Planning and routing (100%)
• Sharing current location (23.8%)
• Possibility to save and personalize (38.1%)
• Possibility to choose an alternative form of commuting (71.4%)
• Reminder to leave home so as not to be late (33.3%)
• Automatic route guidance (47.6%)
• Synchronization with other services: scooter, Uber, taxi (28.6%)
• Possibility to share the current traffic situation (47.6%)
• Up-to-date information on possible delays (81%)

Including functions that users prioritize, such as real-time information about possible delays, the possibility of choosing an alternative form of commuting, and others, can encourage users to use this kind of app because when they find the app valuable, intuitive, and tailored to their needs, they will be more likely to rely on it for their daily commute, thereby increasing app usage and overall public transport usage. This can create loyalty to the product, make it stand out from the competition, and attract more users.

Determining the proficiency of using the technology is particularly important, and the research gave a predictable result. In total, 90.5% use the apps daily and have no problem using them; however, despite the young age of the respondents, 9.5% use the apps but encounter some difficulties (Figure 7). They were also asked for their opinion on the difficulties encountered when using the application.

Of the respondents, only three chose to answer because the question was marked as optional. Among the responses were:

• Slow performance, poor UX (usability, accessibility of the app), lots of advertising
• Having to switch between the bank app (blik) and an app that requires a blik code.
• Non-intuitive

The research (Figure 7) showed that the majority (90.5%) of respondents use mobile apps daily and did not find any difficulties, which aims for high level of proficiency and command of technology. This information is valuable for building an app, especially to understand the target group. The study showed that despite the majority, some users (9.5%) encounter some difficulties. This demonstrates the need to understanding these users and try to help them through the app. These answers provide insight, in particular to challenges such as: excessive advertisement, excessive advertising, the need to switch between different applications, and a non-intuitive design. Understanding the results from these findings helps to identify fields that need more improvement and give a priority of improvement of user experience and the user interface design. Those respondents who answered additional questions provide a different insight and fresh vision by giving self-made answers.

Figure 8 shows ticket purchase methods. The respondents mostly buy their tickets through the app (71.4%), some of them buy from a ticket machine (52.4%), and among the respondents there are people who buy tickets using a banking app or buy a ticket traditionally at a kiosk. This information shows that it is important to be able to buy tickets directly in the app as it is being built.

The respondents were asked about how they find out about difficulties on the route such as breakdowns and replacement buses. This question was also optional and eight people chose to answer it. Among the responses were:

• From social media and information boards at bus stops
• From Facebook
• From the communicator at the stop
• Bus or tram is late, stands still, or does not come at all.
• Internet
• Gathering information via Facebook through groups informing each other about difficulties on the road
• By checking the route in advance on the app
• From the bus driver
• Through the yanosik app

The survey results (Figure 9) show that as many as 52.4% of public transport users do not pass on information or are unwilling to do so via social media, but upon further analysis, around 47.6% indicate a need to pass on information. Of these, 23.8% make it clear that they would like to share information; 19% do not do so but are willing to do so in the future; and the last group does not know yet because they travel too infrequently.

The question from Figure 10 addressed the situation when, due to a mistake, a passenger who is not familiar with the area, and while trying to reach their destination, takes the wrong bus or tram or does not depart at all from the stop from which they anticipated, resulting in dissatisfaction. The survey showed that as many as 76.2%, i.e., a large majority, have encountered this type of situation. This is a problem that can be solved as a feature in the application, or it is a problem like insufficient or incomprehensible passenger information.

During the survey, some problems were identified. The first problem for the surveyed users was to understand the term planner in relation to the application, so examples were presented. Nine users chose to answer this question, and their answers included:

• I do not use planner apps.
• Too many adverts
• I do not see any problems.
• The app I use generates inaccurate connections.
• Lack of location of all buses

Regarding the research process, the questionnaire was carefully crafted to gather information on various aspects, including user satisfaction, ease of use, features, and overall usability. The collected data were then analyzed to identify common patterns and pinpoint areas of concern.

5. Conclusions

The article discusses the challenges of using public transportation through a mobile app to move from one point to another. It highlights the importance of apps in people’s lives and explains why traditional passenger information methods no longer satisfy today’s users. The article also presents all the design aspects involved in creating the resulting product, which can aid in understanding users and conducting research crucial to the UI/UX design process. A research and competition audit was useful as a basis for design wireframes during the ideation process and gave rise to the first mock-ups of the application that were created, both in a less demanding version, devoid of details, and showing only the most essential elements and their low-fidelity behavior. Thanks to the advancement of the Figma tool, this allowed the design of the advanced appearance and functions of the application. As noted earlier in the introduction section, a usability study should be carried out in the future. Then, the design can be improved according to the needs of the users and finally, after approval, marketed.

The resulting design of the application interface should be constantly improved, as should a proposal for solutions to some of the problems of public transport users. The final prototype needs to be turned into a real product to serve users. To achieve this, the developer must be provided with the prototype, and he will bring the application to life using programming tools.

Summarizing, this research study contributes to bridging the research gap in understanding the user perspective of journey planner mobile applications for public transportation. By analyzing user feedback and experiences, valuable insights are gained to improve the design and functionality of these apps, ultimately benefiting both users and the environment.