School Bus Tracker
School Bus Tracker
School Bus Tracker
Platform
Platform
IOS & Android
IOS & Android
Role
Role
Researcher, Illustrator, UI/UX Designer (Full Stack)
Researcher, Illustrator, UI/UX Designer (Full Stack)
Duration
Duration
1 month
1 month
Introduction
Introduction
About This Project
About This Project
About This Project
Background
Background
Bluebird School Bus service, established in 1979, has been dedicated to facilitating safe student transportation from home to school and vice versa for several decades. Throughout this period, all aspects of the process, including student pick-up and drop-off, as well as fleet monitoring, have been managed through a singular system known as the School Bus System (SBS).
Bluebird School Bus service, established in 1979, has been dedicated to facilitating safe student transportation from home to school and vice versa for several decades. Throughout this period, all aspects of the process, including student pick-up and drop-off, as well as fleet monitoring, have been managed through a singular system known as the School Bus System (SBS).
Objective
Objective
To design a more efficient and user-friendly system that reduces the workload of Liaison Officers (LOs) by allowing parents to access real-time information and manage their child’s school bus trips directly, without compromising the confidentiality of personal data managed by the Bluebird School Bus System (SBS).
To design a more efficient and user-friendly system that reduces the workload of Liaison Officers (LOs) by allowing parents to access real-time information and manage their child’s school bus trips directly, without compromising the confidentiality of personal data managed by the Bluebird School Bus System (SBS).
Tools
Tools
To gain a clearer understanding
To gain a clearer understanding
Let's Understand the Current Condition of
Bluebird School Bus system
Let's Understand the Current Condition of Bluebird School Bus system.
System Flow
System Flow
Problems Experienced
Problems Experienced
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Inefficient Communication: Parents must contact Liaison Officers (LOs) for updates on their child's school bus status, leading to a high volume of inquiries and inefficient communication.
Inefficient Communication: Parents must contact Liaison Officers (LOs) for updates on their child's school bus status, leading to a high volume of inquiries and inefficient communication.
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2
Limited Access to Information: The School Bus System (SBS) is accessible only to Bluebird staff, restricting parents' ability to access real-time information about their child's whereabouts.
Limited Access to Information: The School Bus System (SBS) is accessible only to Bluebird staff, restricting parents' ability to access real-time information about their child's whereabouts.
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3
Increased Workload for LOs: The reliance on LOs to handle all parent inquiries about bus status and absences has created a significant administrative burden.
Increased Workload for LOs: The reliance on LOs to handle all parent inquiries about bus status and absences has created a significant administrative burden.
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4
Data Privacy Concerns: The system's current design needs to ensure that sensitive personal data remains confidential while still providing necessary information to parents.
Data Privacy Concerns: The system's current design needs to ensure that sensitive personal data remains confidential while still providing necessary information to parents.
Let's start the amazing journey
Let's start the amazing journey
How do We Make Sure
What We'll Create Meets Expectations?
How do We Make Sure
What We'll Create Meets Expectations?
As always, there is no certainty without validation
As always, there is no certainty without validation
After receiving requests from the school and Bluebird's C-level executives to address the brief mentioned earlier, our first step was to find the problems and collect relevant information. We conducted research at the British School Jakarta (BSJ), the largest user of Bluebird School Bus services.
To achieve this, we distributed questionnaires to over 300 respondents, specifically targeting parents of students, to understand their demographics and preferences. Additionally, we conducted in-depth interviews with 5 respondents to gain deeper insights.
After receiving requests from the school and Bluebird's C-level executives to address the brief mentioned earlier, our first step was to find the problems and collect relevant information. We conducted research at the British School Jakarta (BSJ), the largest user of Bluebird School Bus services.
To achieve this, we distributed questionnaires to over 300 respondents, specifically targeting parents of students, to understand their demographics and preferences. Additionally, we conducted in-depth interviews with 5 respondents to gain deeper insights.
Diamonds that we obtained from mining.
Diamonds that we obtained from mining.
Insights Derived by Analyzing Parents Experiences with the School Bus System
Insights Derived by Analyzing Parents Experiences with the School Bus System
Insights Derived by Analyzing Parents Experiences with the School Bus System
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They just want to know how their child is doing during the journey, nothing more, nothing less.
They just want to know how their child is doing during the journey, nothing more, nothing less.
Parents want to ensure their child's safety while traveling on the school bus. They may want to know if their child arrives at school or returns home safely and without any issues during the journey.
Parents want to ensure their child's safety while traveling on the school bus. They may want to know if their child arrives at school or returns home safely and without any issues during the journey.
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2
Some parents have multiple children using the school bus service.
Some parents have multiple children using the school bus service.
Some parents have multiple children using the school bus service. This means they need to manage and coordinate the school bus arrangements for each child to ensure a safe and efficient journey to and from school.
Some parents have multiple children using the school bus service. This means they need to manage and coordinate the school bus arrangements for each child to ensure a safe and efficient journey to and from school.
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3
They rarely skip the school bus on the D-day and usually plan it several days in advance if they intend to skip the school bus
They rarely skip the school bus on the D-day and usually plan it several days in advance if they intend to skip the school bus
When parents decide that their child will not take the school bus on a specific day, they inform the school or the relevant authorities without disclosing the specific reason behind their decision.
When parents decide that their child will not take the school bus on a specific day, they inform the school or the relevant authorities without disclosing the specific reason behind their decision.
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4
Skipping the school bus does not mean they won't attend school
Skipping the school bus does not mean they won't attend school
It means the parents have arranged an alternative transportation method for their child, and the child will still attend school as usual.
It means the parents have arranged an alternative transportation method for their child, and the child will still attend school as usual.
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5
To track their child's location, they use the school's website.
To track their child's location, they use the school's website.
BSJ has a website where parents can check their child's status, but it only displays 'on the way. This lacks detailed information, leading most parents to directly contact the LOs (Liaison Officers) to find out their child's exact whereabouts.
BSJ has a website where parents can check their child's status, but it only displays 'on the way. This lacks detailed information, leading most parents to directly contact the LOs (Liaison Officers) to find out their child's exact whereabouts.
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Currently, 60% of parents at BSJ are not using the MyBB application
Currently, 60% of parents at BSJ are not using the MyBB application
They don't have the MyBB app because they feel they don't need it, as their children primarily either use the school bus or their own private vehicles to get to school.
They don't have the MyBB app because they feel they don't need it, as their children primarily either use the school bus or their own private vehicles to get to school.
Digging wider for more diamonds.
Digging wider for more diamonds.
Let's Look for References from Abroad to Gain More Insights~
Let's Look for References from Abroad to Gain More Insights~
During our research, I analyzed school bus services at various schools in different countries, including Malaysia, Japan, India, Netherlands, England, and Germany.
During our research, I analyzed school bus services at various schools in different countries, including Malaysia, Japan, India, Netherlands, England, and Germany.
The process of picking up students from their homes and dropping them off at school is different.
The process of picking up students from their homes and dropping them off at school is different.
Separate routes and schedules are often followed to ensure efficient transportation for students during these two different stages.
Separate routes and schedules are often followed to ensure efficient transportation for students during these two different stages.
In the Netherlands, England, and Germany, school buses are equipped with Closed-Circuit Television (CCTV) systems to allow parents to monitor their children's well-being during the bus journey
In the Netherlands, England, and Germany, school buses are equipped with Closed-Circuit Television (CCTV) systems to allow parents to monitor their children's well-being during the bus journey
This additional safety measure allows parents to visually check on their child's comfort and safety during their school bus commute.
This additional safety measure allows parents to visually check on their child's comfort and safety during their school bus commute.
Let's start choosing the best ingredients
Let's start choosing the best ingredients
What Strategy Are Used to Design The Solution?
What Solutions were Finalized during Our Decision-making Process?
Finding Possible Solutions Using HMW
Since the ideas in the HMW (How Might We) are still too abstract and not specific enough, I tried to specify the solutions in a way that is easier to understand and organized them into an impact-effort metric to prioritize each solution.
Since the ideas in the HMW (How Might We) are still too abstract and not specific enough, I tried to specify the solutions in a way that is easier to understand and organized them into an impact-effort metric to prioritize each solution.
Impact-Effort Metric
Let's build the masterpiece
Let's build the masterpiece
What Solutions were Finalized
during Our Decision-making Process?
What Solutions were Finalized during Our Decision-making Process?
Feature: School Bus Tracker
Feature: School Bus Tracker
The name "School Bus Tracker" was chosen because it accurately represents the main function of the feature, which is to monitor school buses. Additionally, using "School Bus + Tracker" is already familiar to the public due to the term "tracker" commonly used in Google Maps.
The name "School Bus Tracker" was chosen because it accurately represents the main function of the feature, which is to monitor school buses. Additionally, using "School Bus + Tracker" is already familiar to the public due to the term "tracker" commonly used in Google Maps.
Incorporating School Bus Tracker as a Feature within MyBB Application
Incorporating School Bus Tracker as a Feature within MyBB Application
In the research phase, we discovered that 60% of parents hadn't installed the MyBB app on their phones. Therefore, we decided to leverage this opportunity by integrating the School Bus Tracker feature into the MyBB app.
This initiative was also suggested to the higher-ups, as the increased MyBB user base could potentially lead to a rise in transactions within the app. The logic is simple: more active users equate to increased transactions.
In the research phase, we discovered that 60% of parents hadn't installed the MyBB app on their phones. Therefore, we decided to leverage this opportunity by integrating the School Bus Tracker feature into the MyBB app.
This initiative was also suggested to the higher-ups, as the increased MyBB user base could potentially lead to a rise in transactions within the app. The logic is simple: more active users equate to increased transactions.
Differentiation of Students Trip by Label Status
Differentiation of Students Trip by Label Status
The School Bus Tracker will have labels named :
On Trip: For students with active trip
Completed: For students whose buses have arrived at school or home
No Trip: For students on holiday or without any trip
The School Bus Tracker will have labels named :
On Trip: For students with active trip
Completed: For students whose buses have arrived at school or home
No Trip: For students on holiday or without any trip
Enhanced Visibility and Transparency of School Bus Information and Journey
Enhanced Visibility and Transparency of School Bus Information and Journey
The feature aims to provide parents with a comprehensive view of school bus information, including details about the driver, bus, and most importantly, their child's trip. Parents can access real-time updates on the bus's location and their child's condition during the trip. This ensures parents are well-informed about their child's school bus experience, boosting their confidence and providing peace of mind.
The feature aims to provide parents with a comprehensive view of school bus information, including details about the driver, bus, and most importantly, their child's trip. Parents can access real-time updates on the bus's location and their child's condition during the trip. This ensures parents are well-informed about their child's school bus experience, boosting their confidence and providing peace of mind.
Distinguishing Between Home-to-School Pickup and School-to-Home Drop-off Progress
Distinguishing Between Home-to-School Pickup and School-to-Home Drop-off Progress
The feature clearly distinguishes between picking up students from their homes to school and dropping them off from school to their homes. This separation enables parents to monitor each stage of the journey, improving coordination and understanding of their child's daily commute.
The feature clearly distinguishes between picking up students from their homes to school and dropping them off from school to their homes. This separation enables parents to monitor each stage of the journey, improving coordination and understanding of their child's daily commute.
Security Assurance with Onboard CCTV in Each School Bus
Security Assurance with Onboard CCTV in Each School Bus
To keep students safe during the bus journey, each school bus will have Closed-Circuit Television (CCTV) cameras. This allows parents to see how their child is doing while on the bus and ensures their well-being.
To keep students safe during the bus journey, each school bus will have Closed-Circuit Television (CCTV) cameras. This allows parents to see how their child is doing while on the bus and ensures their well-being.
Flexible Bus Skipping Request for Each Child
Flexible Bus Skipping Request for Each Child
Parents can easily request customized changes for their child's bus trips. They can let the school know when their child won't be using the bus on certain days, giving them more flexibility in arranging transportation.
Parents can easily request customized changes for their child's bus trips. They can let the school know when their child won't be using the bus on certain days, giving them more flexibility in arranging transportation.
Parents can request a bus skip from the tracker page, where they simply need to press the skip bus button. They can then specify whether the skip is only for home to school, school to home, or both (for trips from home to school).
Parents can request a bus skip from the tracker page, where they simply need to press the skip bus button. They can then specify whether the skip is only for home to school, school to home, or both (for trips from home to school).
They can also request a bus skip for multiple required dates using the calendar feature.
They can also request a bus skip for multiple required dates using the calendar feature.
Does the presence of a School Bus Tracker make an impact?
Does the presence of a School Bus Tracker make an impact?
Quantifying the Benefits: Impact of the School Bus Tracker
Quantifying the Benefits: Impact of the School Bus Tracker
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Customer Satisfaction Score (CSAT): Following the implementation of the School Bus Tracker, the CSAT score achieved by 85%. This indicates a significant enhancement in parents' satisfaction with the school bus service, driven by the introduction of real-time tracking and timely updates.
Customer Satisfaction Score (CSAT): Following the implementation of the School Bus Tracker, the CSAT score achieved by 85%. This indicates a significant enhancement in parents' satisfaction with the school bus service, driven by the introduction of real-time tracking and timely updates.
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Net Promoter Score (NPS): The NPS increased 45, reflecting a higher likelihood of parents recommending Bluebird’s services to others. This improvement is attributed to the increased transparency and reliability provided by the new tracking system.
Net Promoter Score (NPS): The NPS increased 45, reflecting a higher likelihood of parents recommending Bluebird’s services to others. This improvement is attributed to the increased transparency and reliability provided by the new tracking system.
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Reduction in Parent Inquiries: The number of inquiries received by Liaison Officers (LOs) decreased by almost 100% after the implementation of the tracker. This reduction demonstrates improved communication efficiency and enhanced parent satisfaction.
Reduction in Parent Inquiries: The number of inquiries received by Liaison Officers (LOs) decreased by almost 100% after the implementation of the tracker. This reduction demonstrates improved communication efficiency and enhanced parent satisfaction.
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Reduction in LO Workload: Before the tracker, LOs managed an average of 60 inquiries per day. Post-implementation, this number dropped to 4-5 inquiries per day, showing a 92% reduction in the manual workload.
Reduction in LO Workload: Before the tracker, LOs managed an average of 60 inquiries per day. Post-implementation, this number dropped to 4-5 inquiries per day, showing a 92% reduction in the manual workload.
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Time Savings: LOs reported a time savings of approximately 3 hours per day, due to the automation of notifications and real-time updates. This time saving allows LOs to focus on more critical tasks and improves overall operational efficiency.
Time Savings: LOs reported a time savings of approximately 3 hours per day, due to the automation of notifications and real-time updates. This time saving allows LOs to focus on more critical tasks and improves overall operational efficiency.
Here we arrive at the final part
Here we arrive at the final part
From Insight to Impact: Wrapping Up Our Design Journey
From Insight to Impact: Wrapping Up Our Design Journey
In conclusion, the School Bus Tracker project successfully addressed the challenges of inefficient communication and heavy reliance on Liaison Officers (LOs) by developing a user-friendly platform that allows parents to access real-time information about their child’s school bus trips. As the lead designer, I played a crucial role in defining the user experience, conducting user research, and implementing a design strategy that prioritized both usability and data privacy.
My approach to designing intuitive navigation and real-time tracking features not only enhanced user experience by providing direct access to essential information but also significantly reduced the workload for the LOs. This project underscored the importance of empathy-driven design and agile iteration. Moving forward, there is potential to expand the platform’s features to include more comprehensive real-time updates and additional communication tools, which I am excited to explore in future iterations to further enhance the user experience and operational efficiency.
In conclusion, the School Bus Tracker project successfully addressed the challenges of inefficient communication and heavy reliance on Liaison Officers (LOs) by developing a user-friendly platform that allows parents to access real-time information about their child’s school bus trips. As the lead designer, I played a crucial role in defining the user experience, conducting user research, and implementing a design strategy that prioritized both usability and data privacy.
My approach to designing intuitive navigation and real-time tracking features not only enhanced user experience by providing direct access to essential information but also significantly reduced the workload for the LOs. This project underscored the importance of empathy-driven design and agile iteration. Moving forward, there is potential to expand the platform’s features to include more comprehensive real-time updates and additional communication tools, which I am excited to explore in future iterations to further enhance the user experience and operational efficiency.