DEVELOPING MOBILE APPS FOR RAIL-BASED PUBLIC TRANSPORT IN KLANG VALLEY I. OKE XUE HUI Bachelor of Applied Arts with Honours (Design Technology) 2018 DEVELOPING MOBILE APPS FOR RAIL-BASED PUBLIC TRANSPORT IN KLANG VALLEY LOKE XUE HUI 52367 This project is one of the requirements for Bachelor of Applied Arts with Honours (Design Technology) Fakulti Seni Gunaan dan Kreatif UNIVERSITI MALAYSIA SARAWAK 2018 (1V(VERSITI JLALAYSIA SARAWAK Gradc: Please tick (I ) Final Year Project Report 4 Masters PhD DECLARATION OF ORIGINAL. WORK 2,019, is day This declaration made on the ....... ...... of................ year ............... Student's Declaration: I LOKE XUE IIUI 52367 FACULTY OF APPLIED AND CREATIVE ARTS hereby declare that the work entitled, DEVELOPING MOBILE APPS FOR RAIL-BASED PUBLIC TRANSPORT IN KLANG VALLEY is my original due work. I have not copied from any other students' work or from any other sources with the exception where reference or acknowledgement is made explicitly in the text, nor has any part of the work been written for me by another person. X1 ý 0 Datc submittedt&-l- ? LOKE XUE HUI (52367) Supervisor's Declaration: I NOORHASLINA BINTI SENIN, hereby certify that the work entitled, DEVELOPING MOBILE APPS FOR RAIL-BASED PUBLIC TRANSPORT IN KLANG VALLEY was prepared by the above mentioned student, for BA('IIELOR and was submitted to the "FACULTY" as a * partialifidl fulfillment the conferment of DEGREE WITH IIONO(URS (DESIGN TECHNOLOGY), and the aforementioned work. to the best of my knowledge, is the said student's work. /2°' g- Received for examination by: Daic: 0 (NOORIAASLINA BINTI SENIN) I I declare this Project/Thesis is classified as (Please tick ('I )): Q CON FI DEN'1'IAI. (Contains conf idential information under the Official Secret Act 1972)* Ej RESTRI('T 1) (Contains restricted information as specified by the organisation where research was done)* OPEN ACCESS I declare this Project/Thesis is to be submitted to the Centre for Academic Information Services (CATS) and uploaded into UNIMAS Institutional Repository (UNIMAS IR) (Please tick (v)): Zf YES QNO Validation of 1'rojcctll'hcsis I hereby duly allirmed with free consent and willingness declared that this said Project/Thesis shall interest he placed officially in the Centre for Academic Inflornmtion Services with the abide and rights as Billows: Sarawak " This Projcct/Thesis is the sole legal property of Universiti Malaysia (UNIMAS). " The Centre for Academic Infonnation Services has the lawful right to make copies of the Project/Thesis for academic and research purposes only and not for other purposes. " The Centre for Academic Information Services has the lawful right to digitiie the content to be uploaded into Local Content Database. " The Centre for Academic Infonnation Services has the lawful right to make copies of the Project/Thesis if required for use by other parties for academic purposes or by other Higher Learning Institutes. " No dispute or any claim shall arise from the student himself / herself neither a third party on this Project/Thesis once it becomes the sole property of UNIMAS. This Project/Thesis or any material, data and information related to it shall not be distributed, published or disclosed to any party by the student himself/herself without first obtaining approval from UNIMAS. , -/i /., ö 6 < Go - 1. ön Student's signature Supervisor's signature: (Date) (Date) Current Address: ýlod' C 7aJut NO E-d -/ JAI" 11y a I-lupqct t u. uo pr Notes: * if the Project/Thesis is CONFIDENTIAL. or RESTRICTED. please attach together as annexure a letter from the organisation with the date of restriction indicated, and the reasons for the confidentiality and restriction. (The instrument was prepared by The Centre for Academic Information Services] 11 The project entitled `Developing Mobile Apps For Rail-Based Public Transport' was prepared by Loke Xue Hui and submitted to the Faculty of Applied and Creative Arts in partial fulfillment of the requirements for a Bachelor of Applied Arts with Honours (Design Technology). (Miss Noorhaslina Binti Senin) Date: 2,A /wig III ACKNOWLEDGEMENT First of all, I would like to dedicate my sincere thanks to my beloved supervisor, Miss Noorhaslina Binti Senin for all the uncountable help, intellectual support and guidance toward completing my Final Year Project. Thanks to her encouragement and trust in me, I am able to complete this study on time. I would like to express my thanks to my coursemates and friends for being such a grateful friend that helped and assist me in order to complete the project. I really appreciate all the helps given. Last but not least, I would like to express my warmest gratitude to my family especially my parents who always be my listener. Their continuous support, love and understanding have built me to be a better person in my university life. IV CONTENTS Page Title page Declaration I Verification III Acknowledgment IV Content V List of Tables IX List of Figures XII Abstract XIII Abstrak XIV CHAPTER 1 INTODUCTION 1.1 Background I 1.1.1 The Evolution of Rail Transit Network in Malaysia 1 1.1.2 Railway Transit Apps in Malaysia 6 1.1.3 Fares and Payment Method 7 1.2 Problem Statement 8 1.3 Research Questions 8 1.4 Research Objectives 8 1.5 Scope of Study 9 1.6 Limitation of Research 9 V CHAPTER 2 LITERATURE REVIEW 2.1 Public Transport 10 2.2 Mobile Apps 11 2.3 Mobility Apps 11 2.4 Usability 12 2.5 User Experience, UX 13 2.6 User Interface, UI 13 2.7 Service Design 14 2.8 Color 15 2.9 Layout 16 CHAPTER 3 RESEARCH METHODOLOGY 3.1 Primary Data 17 3.1.1 User Journey Map 17 3.1.2 User Interview 18 3.1.3 Observation 19 3.1.4 Competitor Analysis 20 3.1.5 Visual Analysis 20 3.2 Secondary Data 20 CHAPTER 4 RESEARCH METHODOLOGY 4.1 Introduction 20 4.2 User Journey Map 20 4.3 Participant Interview 24 VI 4.3.1 The routine of using rail-based public transport 25 4.3.2 Problems when using rail-based public transport 26 4.3.3 The use of rail-based public transport mobile application 28 4.4 Service Provider Interview 29 4.5 Observation 30 4.6 Competitor Analysis 32 CHAPTER 5 DESIGN PROPOSAL 5.1 Introduction 37 5.2 Concept Design 37 5.3 User Task Model 39 5.4 Design Development 41 5.4.1 Sitemap 41 5.4.2 Wireframe 42 5.5 Visual Design Proposal 42 5.5.1 Logo Design 43 5.5.2 Button and Icon Design 44 5.5.3 Color Scheme 46 5.5.4 Typography 46 5.6 User Interface Design 47 5.7 Software and Prototype 55 5.8 Promotion and Strategy 56 5.8.1 Social Media 56 vii 5.8.2 Promotional Material 57 5.8.3 Microsite 57 5.8.4 Product Video 57 5.8.5 Rewards and Collaboration 57 5.8.6 Ambient Ads 59 CHAPTER 6 VALIDATION 6.1 Introduction 63 6.2 Usability Test and Validation 63 CHAPTER 7 RECOMMENDATION AND CONCLUSION 7.1 Recommendation 66 7.2 Conclusion 66 REFERENCES 68 LIST OF APPENDICES Appendix A: User Interview Guide 74 Appendix B: Service Provider Interview 83 Appendix C: System Usability Scale (SUS) 86 Appendix D: Design Development 87 VIII LIST OF TABLES Table 4.1 Feedbacks from user journey map. Table 4.2 General descriptions of the interviewees. Table 4.3 Interviewee's frequency of using public transport Table 4.4 Comparison between the competitors. Table 6.1 The results of validations that participated by 5 user ix LIST OF FIGURES Figure 1.1 The KTM route in Malaysia is nearly 160 km long Figure 1.2 Light Rail Transit (LRT) is introduced in year 1996 and it is operated by RapidRail Figure 1.3 MRT Line started its operation in year 2017 (Yusof Mat Isa, 2017). Figure 1.4 KL Monorail Line is the only monorail system in Malaysia (Sika, n. d. ). Figure 1.5 KLIA Express is the train line that connects KL International Airports with the KL city center (Pakde, 2010). Figure 1.6 The latest Kuala Lumpur Train Map in year 2017 (KL City Guide, 2017). Figure 1.7 Existing railway transit apps in Malaysia (Google Play, n. d. ) Figure 1.8 MyRapid TnG (Left) is valid for all railway station in Malaysia while Toke (Right) is only valid for Rapid KL Trains (MyRapid, n. d. ). Figure 3.1 Template of User Journey Map is given to each participant to fill in during or after their journey. Figure 4.1 User Journey Map of a daily train user who named Mr Ong. Figure 4.2 User Journey Map of Miss Liew, a master student who is a regular train user. Figure 4.3 User Journey Map of a rare train user who named Madam Kong. Figure 4.4 User Journey Map of Miss Ng who takes LRT as the main transport to work Figure 4.5 Interview session with KTM Station Manager. Figure 4.6 Digital time table board in Maluri MRT station. Figure 4.7 Check in / check out gate that will open by scanning the card or token. Figure 4.8 Self-service token buying machines in KTM (left) and MRT (right) Stations. Figure 4.9 Moovit provides guide to users by showing them the live directions. Figure 4.10 NAVITIME allows users to choose their departure and arrival points directly on the map. X Figure 4.11 KL Transit helps user in calculating the ticket fares and provide train schedule infomation. Figure 5.1 Mood board is created to present the visual ideas of All Rides.