Green Path Platform for Traffic Control Center Operators

Green Path is a product that helps CCOs in Hamburg's Bus Control Centers make quick, informed decisions by providing a prioritized list of traffic incidents and actionable mitigation strategies.

Project Overview

Our product is designed to assist CCOs in Hamburg's Bus Control Centers by simplifying the decision-making process during traffic disruptions. CCOs are often faced with complex situations involving multiple traffic incidents and bus operations, requiring quick and effective decisions.
I contributed to the overall design process, including product scoping, creating user flows, designing wireframes, building prototypes, and conducting usability testing to ensure a seamless user experience.

Mockup of the Green Path platform interface, demonstrating its layout and key features designed for traffic control center operators.
Stakeholders
  • Hochbahn (Bus and Subway
    Control Center in Hamburg)
  • VHH (Bus Control Center in Hamburg)
Teammates
  • Interaction Designer (me)
  • Product Manager
  • AI Engineer
  • Software Engineer
My role
  • User Research
  • UI Design
  • Clickdummy
  • User Testing
Timeline
  • Sep 2024 - Nov 2024
Problem

Control center operators in Hamburg struggle to manage traffic disruptions efficiently due to fragmented tools, inaccurate real-time data, and limited communication between systems, resulting in delayed decisions and passenger inconvenience.

Visualization of a traffic control problem: multiple screens and disconnected tools used by operators, illustrating the complexity of managing traffic disruptions. Visualization of a traffic control problem: real-time traffic data displayed in a confusing way, illustrating difficulties in assessing current traffic situation.
Solution

The product empowers CCOs to make quick and informed decisions in traffic situations by reducing the complexity of information and presenting a prioritized list of events, each accompanied by at least one decision recommendation or mitigation strategy. The tool ensures that critical incidents are addressed promptly, minimizing delays and disruptions. By streamlining their workflow and providing actionable insights in real time, it enhances the efficiency of traffic management while allowing operators to focus on high-priority tasks. This ultimately contributes to improved city-wide traffic flow and a better experience for commuters.

Project Timeline
Visual timeline of the Green Path project, outlining key phases and milestones.

Week 1 - 4: We dedicated the first month to understand thouroughly the problem space and come together as a team to decide what MVP we could deliver in the timeframe of 3 months.

Problem space Discovery (week 1 - 4)
Stakeholder Kick-off

In the first week, we met with our stakeholders, including three officials responsible for overseeing and reporting the performance of traffic and bus control operations. They emphasized the need for a solution that simplifies monitoring and improves the efficiency of handling traffic disruptions. During this session, we gained a high-level understanding of the current monitoring processes, the key challenges faced, and the various stakeholders involved.

Users' Interviews

Following the kick-off meeting, it became clear that the initial problem space was too broad for our limited timeframe. To address this, we conducted interviews with various actors involved in the surveillance process. Our goal was to narrow the scope and identify the key problems that, if solved, would provide the highest impact for our stakeholders while requiring low to medium effort from our side.

User Research

To understand user perspectives on the existing app, I started by thoroughly analyzing its features and functionality. I collaborated closely with the customer care team, who had the most direct interactions with users and valuable insights into recurring pain points. Additionally, I reviewed app store feedback, systematically grouping comments into key themes to identify patterns.
We conducted 13 in-depth user interviews, dividing participants into four groups: VHH, Hochbahn operators, and bus drivers. These interviews provided valuable insights into the challenges users faced when managing traffic and bus operations. Key pain points included:

  • Managing multiple platforms across different screens is frustrating and confusing
  • Real-time information is often inaccurate and not prioritized.
  • Missing or incomplete information hampers effective decision-making.
  • Difficulties in rerouting buses and coordinating responses efficiently.
  • Limited tools for assessing routes and road conditions.

VHH ( Bus Control Center )

Anatoly, VHH Bus Control Center operator.

Anatoly

Mart, VHH Bus Control Center operator.

Mart

Griff, VHH Bus Control Center operator.

Griff

Huey, VHH Bus Control Center operator.

Huey

Wolfy, VHH Bus Control Center operator.

Wolfy

Marcia, VHH Bus Control Center operator.

Marcia

Hochbahn ( Bus and Subway Control Center )

Kellyann, Hochbahn Bus and Subway Control Center operator.

Kellyann

Stafford

Adriaens, Hochbahn Bus and Subway Control Center operator.

Adriaens

Bobina, Hochbahn Bus and Subway Control Center operator.

Bobina

Bus drivers

Ketia, bus driver.

Ketia

Quinn, bus driver.

Quinn

Glynn, bus driver.

Glynn

User journey

We identified a clear pattern in how Control Center Operators (CCOs) navigate traffic disruptions and bus operations. Their most frustrating experiences occur when trying to manage incidents due to outdated systems, lack of integration, and the complexity of real-time decision-making.

User journey map for Green Path, illustrating the experiences of Control Center Operators (CCOs) when managing traffic disruptions.
Weekly iterations and Low fidelity prototype (week 5-12)

I proceeded with designing low fidelity prototypes of the product and continued user testing during sprints, while keeping the story map updated together with the product manager. I informed the team about design changes and shared insights from the tests in dailies.

Low-fidelity prototype of Green Path, showing refined wireframe layouts with map and list views.

Began sketching initial ideas for a table of incidents and linking them to their locations on the map.

Low-fidelity prototype of Green Path, showing wireframe iterations with detailed interface elements.

Focused on presenting detailed information for each incident and exploring ways to allow users to select recommendations.

Low-fidelity prototype of Green Path, showing initial wireframe sketches of user flow and interface elements.

Worked on integrating recommendations and finding ways to visually display them on the map when selected.

Low-fidelity prototype of Green Path, showing final wireframe iterations with detailed interface elements.
Final wireframe iterations with detailed interface elements
Low-fidelity prototype of Green Path, showing final wireframe iterations with detailed interface elements.
Exploration and Iteration

In the testing stage, we focused on realizing the usability of the product features and user flows, and users' preferences of visual styles. We got some positive feedbacks for the product concept. Yet, we also found some issues in the design. For that reason, we made some iterations based on our observation.

Exploration 1

Incident and bus line overview table
During testing, we examined the table interface's usability, information clarity, and map integration, focusing on filtering by bus lines or incident types and linking incidents to map locations.

Feedback from the user testing
  • The bus lines should be displayed in different colors, as VHH and Hochbahn use distinct colors for their lines.
  • A 30-minute delay is difficult for them to interpret and understand.
Exploration 1 of Green Path: Table interface with map integration, detailing incident and bus line overview.
Exploration 2

Detail about incident and recommendations
In this exploration, we included passenger numbers to indicate how many people are affected by the incident and added recommendations to enable quick decision-making without the need for calls.

Feedback from the user testing
  • Users prefer not to navigate to a different page for recommendations but liked the recommendation feature.
  • The information provided is overwhelming. Passenger numbers on buses are not necessary.
Exploration 2 of Green Path: Detail view of an incident with recommendations, including passenger numbers.
Final Product

In the final result, we implemented all changes based on user feedback from testing. The project streamlines traffic control by integrating incident details, actionable recommendations, and real-time data, enabling operators to make faster, more informed decisions with ease.

Future Plan

When presenting the product to stakeholders, we outlined a clear roadmap to guide its future development and ensure it aligns with user needs and project goals.

Step 1

Refine the design

Incorporate all user feedback from testing to ensure the design addresses user needs and enhances usability.

Step 2

Implement core features

Develop and integrate all planned features based on the refined design, focusing on seamless functionality and user experience.

Step 3

Expand recommendations

Introduce additional recommendation sections tailored to users' needs, enabling quicker and more effective decision-making.

Step 4

Optimize the map view

Enhance the map interface to improve clarity, ensuring users can easily view and interact with all essential information.

Key Takeaways

01. Being agile and adapt feedbackIncrease icon.
In the beginning, I was worried about not doing enough research before designing. But through the agile working methods, I embrace the incomplete product and learn to improve it through product testing in the early stage of the design process.

02. Being proactive in a cross-functional teamHandshake icon
In a cross-functional team, it is important to be able to quickly get diverse input and align directions from different perspectives. I learned how to provide insights when needed as well as ask for clarification during technical discussions.

03. Seek help and learn faster Carrier icon.
Collaboration played a key role in my growth as a designer. By seeking guidance from a fellow designer, I gained valuable insights and learned new techniques more efficiently and effectively.

04. Working collaboratively and transparentlyPuzzle icon.
Daily meetings fostered collaboration and transparency, keeping the team aligned and engaged. This approach ensured effective teamwork and goal achievement.