Abina Omarova (Problem of Public During A Pandemic)

GEDS
COVID-19
Problems of public
transport during
the pandemic
DESIGN THINKING REPORT
DESIGN THINKING ALBINA OMAROVA OCTOBER 2020

“As people around the world emerge from coronavirus lockdowns and
return to work, the question of how to provide safe and sustainable
public transport is becoming increasingly urgent.
At the same time, operators need passenger numbers to return to
healthy levels to maintain their networks.”
By World Economic Forum, Jul 2020

Discover
Research Secondary research
Observation
Mystery shopping/ Service Safari
Shadowing
Interviews
User Journey Mapping

Secondary research
Get familiar with the topic, identify areas of research Belgium private coaches
will run behind busses. So
people can use it when the
Covid 19: bus will get crowded
Problem of public transport during the pandemic Paris restricted access
Employers could stagger to public transport at
start times or days off to Managing the peak hours to only
spread out ridership over those required to work
the day or week passengers capacity those hours.
More flexible 26 members of staff across the

Lockdown restrictions in Brazil are Mass transit operators could work schedules and transport network had died
estimated to have cost bus operators as with employers to coordinate capacity routes. from Covid-19
much as USD188 million in daily fare with the schedules of commuters
Public transit has to be ready to
losses Perspex barrier
capture this comeback in the Drivers between the driver
market.
People choose service that Safety Passengers banned from
Passenger cannot
offers best reliability, cost, In Japan, you don’t talk on using the front door as
sit near a driver
Forcing operators to suspend or
reduce services might put them Economical comfort, safety, sustainability
the subway, wearing masks measures part of new pandemic
out of business – threatening a

vital source of connectivity well state
into the aftermath of COVID-19.
New bigger vehicles to carry
more people per unit. It will Artificial intelligence technology is
increase economic, social, Such coordination could avoid the being used to detect and predict
Reorienting the informal network environmental gains
need for some expansions, allowing overcrowding, and to monitor and
to provide more reliable and Mobility is the key to allowing money to be invested instead in encourage social distancing.
increased coverage
large-scale economic growth of maintenance, upgrades and
cities. modernizations.
Technology Facial recognition
Touch-less, fully to collect payment
digitizes payment
Insights: systems High-tech disinfection, such as
ultraviolet air purification systems,
Survival of public transport has to be maintained. ultraviolet lamp cleaning systems,
and a raft of antimicrobial coatings
Ensure safe mobility and sprays

Observation
to observe behaviour, to notice behaviour patterns, get insights
Camera
A5 notebook
to take picture and videos as a with hard cover for convenient notes
visual reminder taking, convenient on the go.
What people do and what people think they do,

and what they tell about them doing sometimes
are very different things. That’s why the use of
observations are useful to even better
understand people’s behaviors.

Observation
Investigation areas:
- The usage of public transport during the pandemic in detail.
- Are people following safety rules during the pandemic
- The emotional sate of people during the pandemic
- Identify a possible threat of contracting Covid 19.
Insights:
- People are in a close contact, seat next to each other
- A driver was not wearing a mask when taking money
- 4 out of 15 passengers in a minibus were wearing masks
- High possibility of contracting covid comes from money changing hands as
passengers pass on the change from the driver.
- People when leaving touch backs of the seat and ramps. Passengers
start moving towards the exit before the stop, because bus is unstable
to walk in without holding on.
- Some people put masks on when taking a place.
- People on the bus stops stay away from each other.
Verdict: People are trying to protect themselves,

however public transport fail to provide safe mobility
D E S I G ND ET SHI IGNNK ITNHGI N K I N G A L B I N AA LOBMI N

AAR OOVM
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Mystery Shopping/Service Safari + Emotional Journey
Helps to get into the shoes of the user, to I have used emotional journey to fill out a
get a deeper understanding of a situation template while I was experiencing public
transport, to form more detailed and fresh look.
My key focus was - how

difficult is to stay hygiene
and safe during the trip?
ALBINA OMAROVA JUNE 2020

How difficult is to stay hygiene and safe during the trip?
Home Waiting for a bus Traveling Walking away
Preparing money, Taking a Asking for a Walking away,

A walk to the bus station Entering a bus Paying Getting out
mask, sanitizer place stop disinfecting hands
My experience: Notice - not all passengers are

disinfected hands after using
People keep social distancing
public transport.
Had to shout the bus stop. (In

NO separate exit and entrance Japan speaking in public
for passengers transport has been banned as it
OPPORTUNITY: was proved to spread Covid 19)
- Drivers can be shield from the passengers Drivers do not wear masks
Passengers sit next to
No air circulation, lack of
fresh air. Difficult to breath
each other no social
- Moneyless payment should be installed distancing
in a mask.
- Seats can be pulled up so people will not sit next to each other Seats ramps are dirty
- Prohibit minibuses during the pandemic to maintain safe

- Replace fabric seats with plastic seats (easier to maintain)
distancing among passengers
- Entrance and exits should be separate from each other
- Install a stop button to request a stop
Sensor sanitizer to be set up next to the entrance
Shadowing + Emotional Journey
to observe behaviour, to notice behaviour patterns, to get insights
Using public transport myself has allowed me to ask more crafted question
about passenger’s experiences. It has also helped me to understand another
person’s problems on a deeper level and see if they are relavent. Shadowing
technics as a next step in my research has allowed the volunteer to explain
her experience step by step.
I have used Five why method to get deeply in to the core reason of the
behaviour.
Volunteer’s comments:
«I know masks doesn’t protect me, however it protects others when I am
wearing it. Even if other passengers do not wear masks I will still wear it.
I wear it because I care about my health and the health of others. I guess
people who doesn’t wear masks don’t love themselves enough to care
about others. I would like government to show people how to act to
protect themselves and others. By providing well maintained means of
transportation where they will not feel threatened every time they go to
work or university. They should be inclusive and consistent about it.
Government systems and regulations has to give a sense of control and
order.»
(Patimat Malachieva, 15th October 2020)
Insights from the shadowing

Participant uses sanitizer, prefers not to touch anything, feels
uncomfortable in a transport with little space, noticed bad
ventilation, dirty seats. She gets annoyed with herself when
she forgets to sanitise her hands every time she leaves
transport.

Participant Journey
Walking to After university prefers

Preparing mask Waiting for people Paying, waiting for Standing, bus Forgot to
Geting in Exit university to walk home to avoid
sanitiser to get out a change is full sanitise hands
Crowdedness
Contacting with people that

leave the transport as no
OPPORTUNITY: separate entrance
Forgot to user sanitiser
- Moneyless payment
- Different entrance and exit
- Less contact with people Not wearing masks people are
pushing each other
- Better ventilation Dirty. Tried not to touch
- Visual reminder to sanitise Overcrowded, no social anything with hands

distancing
when entering and leaving

Interviews + Emotional Journey
Interview
Doing an interview after shadowing helped to craft even more detailed and specific
questions tailored to get a full picture of the transport experience, to understand
more broader needs of the user to find patterns, to better understand their Printed Questioners
behaviour, investigate the reasons behind their answers with allocated spaces for note taking
The questions were crafted to support efficient and guided

conversation
Questions were structured from easy to specific and difficult high-level

Emotional Journey
questions with wider perspective.
To depict the hall experience
The questions were structured in a way so the participant relives their

experience, therefor will give more accurate information.
The Interview has started with soft-ball questions: «Where do you

work?», «What is your name?». It helps to make person feel
comfortable and understand his/her personality.
To be in a good mood, smile. One of the most important things was to Camera
build an empathy with interview. I have never interrupted and in to take picture of people
contrast navigated, listened, made jokes to get rid of tension. A few
times I have made people laugh.
I think doing Service Safari and Shadowing really helps to understand

the participant and build up empathy.
I have noticed that asking participant questions like «why?» and

«how?» gives more deeper answers.
Voice Recording
to record everything that I
might have missed
DESIGN THID
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Interviews + Emotional Journey
Preparations
I have got permission from the company’s owner to Printed Questioners Emotional Journey
have an hour with each employee. I have
interviewed people in the morning after they had
taken public transportation.
It was important for people to know that the conversation
is confidential and that their names and answers won’t be
used publicly. It has helped me to receive more honest
answers.
It has also helped people to get comfortable. I find this
Introduction form Discussion Guide published in Medium
journal very useful.
DESIGN THIN
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Interviews
Preparations
Objective Problem:
The government wants to support public health. Public transport is not safe to use.
What do we want to find out?

Hypotheses:
• Public transport fails to provide services - in efficient system
• The mask won’t help if the place is not hygiene and crowded
• Seats and ramps don’t get disinfected
• People don’t follow rules of occupancy as transport system fails to

serve everyone
Key question:
• Some minibuses are overcrowded. The limited occupancy doesn’t How can government
apply in some busses. Some busses take only limited number of
passengers when control is present
support the use of
• Some routes are shut down, limited amount of minibuses making
people wait for 1 hour or more public busses?
• Public drivers struggle to earn a living and to maintain healthy
measures

15
Interviews Intervies
Main target group: students, workers

18-40 years old 50%, 40-70 years old 50%
People who live in the centre ,People who live faraway
1. What is your name?
2. How old are you?
3. Where do you work?
4. Where do you live (region)?
5. How long is your commune from home to work?
6. How do you get to work?
7. Why do you use this specific type of transportation?
Ryslan Alyona Sveta Tanya

8. What are the alternatives you can use?
9. How the pandemic regulation affected you?

12. Rude drivers, bad smell, 9. I have to wake up 2 14. I do not feel safe
10. Is it important to be on time to work and why?
17. 1-limited occupancy,
dirty interiors, people are hours earlier to catch a using public transport.
2- wearing masks, 3-
11. When do you get home from work?
not wearing masks bus.
regular cleaning, 4- 16. I would like
12. What difficulties do you experience while using a public
visible hygiene, 5 - social 16. Better bus coverage, 7. I use minibuses moneyless payments,
transportation when going home?
distancing marks regular cleaning, big space, because there is no bigger busses, regular
13. What difficulties do you experience while using a public
alternative.
better control cleaning.
transportation when going to work?
14. How do you feel when using a public transport?
15. Are you satisfied with public transport?
16. What do you think can be improved to make it more
convenient and safer?
17. Can you put this health precautions form high to low?
Waiting
Wearing mask, regular cleaning, limited occupancy,
Hygiene Occupancy Maintenance

time
social distancing marks, visible hygiene.
18. How safe do you feel when using public transportation?

Define
Sense-making User Personas
Infinity diagram
DESIGN THINKING ALBINA OMAROVA JUNE 2020

User Personas
I have customised eXtensio to create User Persona
The aim of the process is:

- To package user research into easy to use format
- To maintain focus on the user needs during the
Development stage
- To test and evaluate ideas and concept against the
persona’s needs
Three personas:
Essential worker
Student, Hairdresser
60 years old
18 years old, 48 years old
lives far away
lives in the centre lives in well-connected area
DESIGN THINKING
DESIGN THINKING ALBIN
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Pati Romanova Student
Crowded transport
People don’t keep social distancing in a transport
People don’t wear masks in transportation
Contact with a driver when paying
One door to enter and exit facilitates crowds
Bad ventilation causes difficulty breezing in a mask
Hands has to be constantly sanitised due to unsanitary

conditions of the transport
DESIGN THINKING A L B I NAAL BOI N

MAA ROOMVA
AR O V A OCTOBER 2020
Pati’s Journey
After university prefers
Preparing mask Waiting for people Paying waiting for Standing bus Walks to Forgot to
Gets in Exit to walk to avoid
sanitiser to get out a change is full university sanitises hands
Crowdedness
Contacting with people that

leave the transport as no
separate entrance
Forgot to user sanitiser
No visual reminder
Not wearing masks people are

pushing each other
Dirty. Tried not to touch

Overcrowded, no social anything with hands
distancing
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Victoria Abramova Hairdresser
Vika is a hairdresser. She works at a salon also she has personal

clients that she visits. She lives in a well connected area not far
away from the centre. She uses minibuses because they are
cheap and convenient. She like to start her day early to avoid
crowds. She has to visit 4-6 clients per day. During quarantine
she was jobless had to receive client at her own home to earn a
living. Usually she gets back home late by taxi to avoid crowds,
personal space is important to her.
DESIGN THINKING AALLBBI N

Vika’s Journey
Walks to a bus Seats down, not People pass Walks to a Washes Finishes, walks to Gets in have to stand, holds
Gets in Pays, gets change Exit
station wearing a mask her change client’s home her hands the bus station on to the back of the seat
Walks to a Washes Finishes, walk to If bus is full calls a

client’s home her hands the bus station taxi
Getting home
by taxi
Dirty try not to touch

anything with my hand
Crowded she
called a taxi
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LBAI N
OAM A
O RMOAVRAO V A OCTOBER 2020
Sveta Polani Essential Worker
Not regular trasport
Limited Vehicles
I had to pass few busses due to crudeness
Rude bus drivers, shut the door in front of your face
Unsanitary sticky surfaces, dirty seats
Loud minibuses due to bad maintenance
People not wearing masks
Sometimes I have to change few busses to get home
DESIGN THINKING A LAB LI N

B IAN A
OMOAMRAORVOAV A OCTOBER 2020
Sveta’s Journey
Prepares mask, Misses a bus Seats down tries

Wakes 2 hours early Waits for a Waits for After waiting for Walks to Sanitises
sanitiser limited seats got Payed not to touch Exit
to catch a bus bus another bus 1 hour got in work hands
money occupied anything
She feels irritated and

annoyed as she has to wake
Long waiting
up early to catch a bus
time
Devastated to
not being able to Dirty try not to
get in to a bus touch anything
Worried as she
doesn’t know if she
can catch next bus
DESIGN THINKING AAL LBBI N

Infinity Diagram
to cluster and understand the collected data,
sorting ux findings and design ideas
Mobility
White board Sticky notes Fat marker
different colour for better visibility write in
Similar ones stick together capital letters
Main research concern:
How to increase capacity? Safety

How to improve customer
experience and safety?

Infinity Diagram
Covid 19: Problem of public transport during the pandemic
Driver passes the
change thought people
to you when the change To request a stop, you
Some drivers are not is required have to shout or get to
wearing mask as it hurts the bus driver
their face – come close
in contact with people
all day long People seat next to you
Shut down less viable Busses are most
frequently used due to
Not wearing masks
routs others raise price Improved mobility
up for the consumers its mobility and far reach
ensure economic grows People not wearing Bad vantilation
masks 4 out of 16 are
wearing mask in a bus excite as it is the same
Social Distancing door. Creates crowed,
Forcing operators to Long waiting time you come close contact
suspend or reduce due to small occupancy with people.
services – might put limmeted amount
buss out of business
The public transport will

mask or hot weather due
to bad ventilation SAFETY Crowdedness in the
busses due to small
bounce back quickly it Busses are small space
has to be ready to catch Bad Reach Visable Hygine
the comeback after the Small Busses Sticky ramps sometimes
pandemic People are struggling to to high have to hold the Disenfection
back of the seat
MOBILITY
get in to the bus always
full or limited to seated Busses are in horrible
Some companies are passengers only condition
arranging transport for Seats are made with
their employees foam and thin fabric
which are hard to
Most of the busses are maintain and easy People consider public The place cannot be
Decrease passenger
Lack of Busses privately owned, makes to absorb liquids and transport uncomfortable hygienic if it has an
demand of public
Bad Maintainess it hard to manage give smells and unhygienic adore
companis
transport
Anxious drivers
became rude some Bus drivers jeopardise
time aggressive to the the health of the people
passengers Bus driver are losing by neglecting the
money due to occupancy limit
restrictions and public
concerns

How might we ensure safe mobility
so that public transport will be maintained?

Develop
Ideation Brainstorming
Evaluate Ideas (assumption

mapping)
Concept Cards

In Ukraine public transport is under
control of Government. Government
allocates budget to local authorities
which can impose any changes issued
by Minister of Infrastructure. Areas of
improvement:
Infrastructure Disinfection& Maintaining

Overcrowded
Sanitation Workforce
Government
Minister of
Infrastructure
Local
Authorities i
Information
Control

Brainstorming
Taking one problem and using:
Crazy 8
method to ideate 8 ideas in 1 min
Fast Idea Generator

to generate ideas by thinking differently

Brainstorming
How might we eliminate overcrowdness in
busses?
Crazy 8 Fast Idea Generator
To remove seats To increase Make Use travel

from busses to coaches to What if passengers What if other transport What if there was no
have more number of busses help with the

drive passengers? services are provided? public transport?
standing space busses larger work load
Create an app for

passengers to track To make routs shorter and increase Remove dual To have To introduce city
the bus load. To see if there number to diminish seats or split To introduce bikes, electronic
sharing taxi scooters free for
bus has any spare passengers waiting time them. car sharing
place left. minivans students
Screens with live

information about the
bus status. If bus is
delayed passengers can
take an alternative
transport

Brainstorming
Taking one problem and using Crazy 8
method to ideate 8 ideas in 1 minute
How might
Fast Idea Generator
we provide disinfection and
sanitation in busses?
Replace fabric
Improve ventilation Sanitation after What if hospital
What if to provide other What if to disinfect
seats with plastic sanitation will be
types cleaning? before entering?
through having each trip (bleach, applied to busses?
ones for easy
windows on a roof ethanol etc.)
cleaning
Example - Disinfection
Hands-free Wearing masks 180 degree calcium To use long buses in China rags for the
sanitiser at the as a Mandatory dry steam can be lasting agents are disinfected shoes at the
used to disinfect
entrance and condition to seats.
by ultraviolet entrance
exit enter the bus

Brainstorming
How might
Fast Idea Generator
we ensure safety of workforce in
busses?
Provide masks, Monitoring drivers Immediate

To remove
sanitisers, sanitisers body temperature at replacement of What if drivers are What if drivers have the What if buss drivers can
payment from seperated from the same equipment as test for covid on regular
wipes (for the the beginning and bus drivers if any passangers? nurses? basis?
passengers to bus surfaces), gloves, end of the working symptoms
drivers vitamins C day detected
Shield drivers with

Enable bus drivers to
Make passengers Plexiglas to separate Provide protective
To create a phone To make a button to To require test for Covid19
use second drivers cabin from clothing without queue.
app to request bus request stops instead passengers to pay passengers
stops remotely entrance further of shouting out without change
from the driver
60 bus drivers died in London

even having plaxiglass to To install cash
machines with «PAY AS
protect them
YOU GO» service

Brainstorming
i
Fast Idea Generator
What if information will be broadcasted

through social media, messengers?
A travel app that will ask

Signs on the bus: to you about satisfaction
Poster on the bus and safety of the trip. It
wear masks, sanitise Voice anointments
practising personal hands at the
will remind you after each
during the ride trip to sanitiser hands
hygiene entrance and exit keep social distancing
and were masks

Brainstorming i
How might we influence people through
information?
Signs on the bus:

to wear masks, Voice Poster on the bus What if social media is
What if trip advisor app is
sanitise hands at announcements demonstrating used to inform the
created ?
the entrance and public
during the ride personal hygiene
exit
A travel app that will ask you

Use Instagram, about satisfaction and
WhatsApp, Facebook to safety of the trip. It will
inform people on their remind you after each trip to
feeds sanitiser hands, keep social
distancing and wear masks

Brainstorming
i
Fast Idea Generator
What if information will be broadcasted

through social media, messengers?
A travel app that will ask

Signs on the bus: to you about satisfaction
Poster on the bus and safety of the trip. It
wear masks, sanitise Voice anointments
practising personal hands at the
will remind you after each
during the ride trip to sanitiser hands
hygiene entrance and exit keep social distancing
and were masks

Brainstorming
How might we provide control passengers and
drivers to follow safety guide?
Put drivers on a salary so

Put more control on they wont have personal Passengers are are the Drivers are the source of
gain and consequences source of control control
the streets especially of getting fired or being
in busy areas removed from driving
vehicle
To give power to
An app where
drivers to remove
passengers rate
passengers not
safety of the bus
following rules
Have a call centre

to receive
information from
the passengers

Assumption mapping
High
Efficiency
Too many solutions can be created, however
during the pandemic they have to be prioritised
to have an immediate effect.
To prioritise my ideas I have chosen two filters:
1. Implementation period- timing during

pandemic is the most important live-saving
criteria.
2. Efficiency - government has to understand Implementation Period
the most effective ways to fight the pandemic
before starting to take actions. Long Short
Low
Assumption mapping
High
Efficiency
Too many solutions can be created, however
during the pandemic they have to be prioritised
to have an immediate effect.
To prioritise my ideas I have chosen two filters:
1. Implementation period- timing during

pandemic is the most important live-saving
criteria.
2. Efficiency - government has to understand Implementation Period
the most effective ways to fight the pandemic
before starting to take actions. Long Short
Low
Assumption mapping Use travel Provide masks, Signs on the bus:
Hight
Improve Sanitation after
sanitisers, to wear masks,
ventilation each trip coaches to
Efficiency
Have the machine Shield drivers with through having sanitisers wipes sanitise hands at
that counts your Plexiglas to To make routs shorter and increase To increase windows on a roof
(bleach, ethanol help with the (for the surfaces), the entrance and
etc.) work load
money and gives separate drivers there number to diminish waiting time number of gloves, vitamins C exit
you change like cabin from of passengers
vending machine passengers busses Wearing masks Monitoring drivers Immediate Put more control
To use long lasting as a Mandatory body temperature replacement if the on the streets
at the beginning
To remove Example - buses Replace fabric agents condition to stuff feels unwell, bus specially in busy
Immediate and end of the disinfection
payment from in China are sears with Make busses enter the bus areas
replacement of bus working day
drivers if any passengers to disinfected by plastic for easy larger
bus drivers ultraviolet cleaning 180 degree To require
symptoms detected Provide
Disinfection rags calcium dry To give power to
protective passengers to
for the shoes at steam can be drivers to remove
To introduce city Bus in China To make a button clothing to pay without
To create a phone the entrance used to disinfect passengers not
bikes, electronic disinfects to request stops drivers change
Enable bus drivers to scooters free for app to request bus seats. following the rules
busses with stops remotely instead of
test for Covid19 students ultraviolet shouting out
without queue. Remove dual
Implementation Putdrivers
Put driverson
onathe salary
salary so Have a call
seats or split centre to receive
Period A travel app that will ask you An app where theyso theyhave
wont
personal
wontpersonal
have
gain and them.
about satisfaction and safety of passengers rate
gain and consequences information from
the trip. It will remind you after consequences
of getting fired of
or getting
being
safety of the bus the passengers
Long each trip to sanitiser hands, fired
removedor being
fromremoved
from driving
driving
vehiclevehicle
Short
keep social distancing and wear
Screens with masks
information about
Create an an app Hands-free Pushing money in
the busses when is Use Instagram, To remove seats To have taxi Make passengers
for passengers to a slot where it
it coming is it sanitiser at WhatsApp, Facebook to from the busses use second
delayed
track the bus load. inform people on their to have more minivans entrance further
falls in a box or
To see if bus has the entrance driver hands it
any spare place left.
feeds
standing space sharing from the driver
and exit with gloves
Voice Poster on the bus

To introduce announcements demonstrating
car sharing during the ride personal hygiene
Low
How might we ensure safe mobility
so that public transport will be maintained?
1
Implementing fast and effective solutions can help
save many lives and keep economical state of the
country afloat. Therefore, I am proposing two plans.
The First is fast implementation plan and the second
&
is long implementation plan with a full coverage. We
2
need first plan that can ensure safety now while the
second plan will be executed.

The First Implementation Plan
Overcrowded Disinfection&Sanitation Maintaining Workforce
Infrastructure Use travel coaches to

Put tape on seats Improved Sanitation after Disinfection rag Mandatory mask 180 degree calcium Monitoring bus drivers
Paying
Providing masks,
help with the work load without
ventilation each trip wearing dry steam temperature sanitisers
change
1
i Signs on the bus to follow Voice announcements Poster on the bus practising
Information safe protocol during the ride personal hygiene
Put more control on the To give power to drivers Call centre to receive
to remove passengers information from the
Control streets in the centre
not following rules passengers

The Second Long Implementation Plan
Overcrowded Disinfection&Sanitation Maintaining Workforce
Screens with live

Infrastructure To increase number of
busses
Make busses
information about the bus
To rearrange bus routs To introduce city bikes,
To install cash Enable bus drivers
larger for more connectivity electronic scooters free Ultraviolet Plastic seats for A button to request
status machines with «PAY to test for Covid19
for students disinfection easy cleaning stops
AS YOU GO» service without queue.
i
Instagram
i i
2
Pay with a credit card/ Shield drivers with
buss pass Plexiglas
A travel app will remind you

To use Instagram,
Information after each trip to sanitiser
hands, keep social
WhatsApp, Facebook to
inform people
distancing and wear masks
An app where passengers Drivers have salary so

Control rate safety of the bus they wont have personal
gain

Deliver
Prototyping Scenario

Scenario
A scenario is a narrative that explores the

future use of a product, service or
experience from a Persona’s point of view,
visualized as a storyboard or video.
1 2 3 4
5 6 7 8

Scenario
1
The Fast Implementation Plan

Scenario 1
1 2
3
Sorry, can you put

mask on
Sorry we are full
take a coat behind
The driver reminds a passenger to

Walking towards a bus stop The mini bus is full, a passenger should take the next coach
put a mask on

Scenario 1
4 5 6 7
DISINFECT
squish YOUR HANDS
squish WHEN
ENTERING
CLEAN
Monitoring drivers body

After entering
temperature at the beginning Paying without change
passengers has to
and end of the working day. All Disinfecting shoes to prevent contact with a
disinfect their hands
bus drivers are provided with driver
makes and sanitisers

Scenario 1
8 9 10 11
Desinfecting shoes
Cleaning hands after
touching money nice
DISINFECT
squish YOUR HANDS
i a l
squish oc g
WHEN
s
p cin
ENTERING
e
CLEAN Ke stan
di
It is so nice and breezy no-one Poster works as a

A sign to disinfect your
Hygien bus interior reminder to care about
is sitting next to me hands on a way out
personal hygiene

Scenario 1
12 13 14 15
7 4
Desinfecting shoes
It is so nice no-one is sitting next Now I can touch my
face my nose is itchy
to me and breezy
squish I am here to check if social
rules are followed
squish
CLEAN
Passenger get of the bus

Disinfect your hands My hands are so clean Safety control
clean

Scenario
2
The Long Implementation Plan

Scenario 2
1 2 3
Due to
rearrangement of the
bus network busses come
every 15 min. This is
great Btw you can also look up
Bus 53 1min
buss schedule online it is so
useful I can plan my morning and
don’t be late
Bus 53 16 min
Bus 53 31 min
At the bus stop Electronic bus schedule informs New busses are so great they can fit a lot of
people about the busses people and maintain social distancing

Scenario 2
4 5 6 7
I get paid and
government cares about
my wellbeing. I feel good
squish
squish
CLEAN Oh I will Pay with
cash still need to
I will pay with my
install
my phone
There is a sensor thermometer in a Disinfecting shoes An option to pay with a card, pass or Disinfecting hands when after
drivers cabin which detects cash without interacting with a driver interacting to keep the bus clean
temperature during the day. He is
shielded with plaxi glass from the
passengers. He has regular doctors
check ups

Scenario 2
8 9 10 11
Inf
If negative please
I like the
Such a nice select which one
Bus 53
elastic seats they are
fresh air
COVID
so clean
Are you satisfied THANK YOU

with the trip? We work to keep you
safe
On the bus
Plastic seats enable easy Getting information about safety An app where passengers Selecting a problem
sanitation and maintaining of the through the app rate safety of the bus
bus. Windows on a roof provide
good ventilation. Bus is getting
disinfected with ultraviolet and
with long lasting agents to kill the
virus

Scenario 2
12 13 14 15
I don’t have to shout - no spread

of the virus + requesting a stop
without going to the driver
We were notified illuminate contact with other
Passengers please wear masks Patrol can you check
someone is not people
or you will be excused out of the BUS 53
wearing a mask
bus and will have to pay a fine
I will use voice

announcement to remind
passengers to wear Yeas, sure
masks. Thank you!
Information centre receives Pressing a button to

Bus announcement Calls for control
the feedback request a stop

Scenario 2
16 17 18 19
7 4 4
Desinfecting shoes
Cleaning hands after
touching money nice
DISINFECT
YOUR HANDS squish
WHEN
ENTERING
squish
CLEAN
A sign to disinfect your Disinfecting hands when after My hands are so clean Now I can touch my face
hands on a way out entering to keep the bus clean my nose has been itching

Scenario 2
20 21 22 23
It’s okay I am going to be

WAIIIIT
on time for University
I am here to check if social

rules are followed
The passenger has got to his

Safety control Missed a bus or it is Get a bike and be on time
destination on time and had a safe
overcrowded
trip

Conclusion

COVID-19
Problems of public transport during the pandemic
During pandemic the problem of a safe mobility has

accrued. To solve this problem we have to approach
problem holistically and undertake immediate actions
as people’s lives and economical state of countries
are at stake.
As we know COVID-19 is spreading through the air

and surfaces. Infrastructure
Our main task is to eliminate as much contact with

people as possible and provide safe transportation.
A special care has to be provided to ensure workforce
as they are the key to maintaining transport mobility. i
Information
Also information has to be spread on all the platforms Control
to remind people to follow safety rules.
Control has to take place to ensure the rules are

followed and to give a feeling of safety and order to
people.

Starting today Mykolaiv the city where
research is base became a red zone. The
Mayor implementing strict quarantine
rules. A lot of people are loosing their jobs.
May be by being safe and providing safe
environments we can avoid it.

Abina Omarova (Problem of Public During A Pandemic)

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GEDS

DESIGN THINKING REPORT

DESIGN THINKING ALBINA OMAROVA OCTOBER 2020

DESIGN THINKING ALBINA OMAROVA OCTOBER 2020

Research Secondary research

Mystery shopping/ Service Safari

User Journey Mapping

DESIGN THINKING ALBINA OMAROVA OCTOBER 2020

More flexible 26 members of staﬀ across the

out of business – threatening a

DESIGN THINKING ALBINA OMAROVA OCTOBER 2020

What people do and what people think they do,

DESIGN THINKING ALBINA OMAROVA OCTOBER 2020

Verdict: People are trying to protect themselves,

D E S I G ND ET SHI IGNNK ITNHGI N K I N G A L B I N AA LOBMI N

My key focus was - how

ALBINA OMAROVA JUNE 2020

Home Waiting for a bus Traveling Walking away

Preparing money, Taking a Asking for a Walking away,

My experience: Notice - not all passengers are

Had to shout the bus stop. (In

- Prohibit minibuses during the pandemic to maintain safe

Insights from the shadowing

DESIGN THINKING ALBINA OMAROVA OCTOBER 2020

Walking to After university prefers

Contacting with people that

OPPORTUNITY: separate entrance

Forgot to user sanitiser

- Visual reminder to sanitise Overcrowded, no social anything with hands

DESIGN THINKING ALBINA OMAROVA OCTOBER 2020

The questions were crafted to support eﬃcient and guided

Questions were structured from easy to specific and diﬃcult high-level

The questions were structured in a way so the participant relives their

The Interview has started with soft-ball questions: «Where do you

I think doing Service Safari and Shadowing really helps to understand

I have noticed that asking participant questions like «why?» and

What do we want to find out?

• Public transport fails to provide services - in efficient system

• Seats and ramps don’t get disinfected

• People don’t follow rules of occupancy as transport system fails to

DESIGN THINKING ALBINA OMAROVA OCTOBER 2020

Main target group: students, workers

1. What is your name?

2. How old are you?

3. Where do you work?

4. Where do you live (region)?

5. How long is your commune from home to work?

6. How do you get to work?

7. Why do you use this specific type of transportation?

Ryslan Alyona Sveta Tanya

9. How the pandemic regulation aﬀected you?

14. How do you feel when using a public transport?

15. Are you satisfied with public transport?

16. What do you think can be improved to make it more

convenient and safer?

Hygiene Occupancy Maintenance

18. How safe do you feel when using public transportation?

DESIGN THINKING ALBINA OMAROVA OCTOBER 2020

Sense-making User Personas

DESIGN THINKING ALBINA OMAROVA JUNE 2020

The aim of the process is:

People don’t keep social distancing in a transport