Sarah Roberts: Feeling in Control: Designing the Melbourne Bus User Experience

An exhibition of work by Monash Art, Design and Architecture PhD candidate Sarah Roberts.

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 collected established that low-density bus networks are impacted by access, negative safety perceptions, the lack of information and accessibility. These issues were identified as creating service uncertainty and a lack of perceived control, helping to fuel the negative service perception and experience.

A combination of app and on-board passenger information display concepts were developed through design studio practice and tested through virtual reality methods to improve these negative associations, helping to fill information gaps and improve the user experience.