Melbourne’s Myki Experience

The Brief

The brief was to find out what pain points Myki commuters were experiencing and work out a solution that will reduce or eliminate the problems.

The General Public

Hitting the streets of Melbourne, I surveyed people on what they thought about Myki. How they interactive with it, and what pains them about it.

I discovered the following five pain points:

Congested Ques
1. Myki Top Up Machines

These machines were found to have long ques which causes frustration for Myki users as the ques add extra time to the process.

Screen Glare
2. Myki Top Up Machines

These machines were found to have a glare that made it difficult for Myki users to see the screen whilst using them.

Slow Processing Time
3. Myki Top Up Machines

The machines had a slow processing time for transferring the money on to the Myki card but also a slow processing time when paying by card.

Checking Balance
4. Checking Myki Balance

Checking balance is irritating for Myki users as they have limited options for doing so. Users are able to check balance on top up machines but as mentioned before there are generally long lines. New Myki gates no longer show the balance and a lot of Myki users don’t use the balance checkers.

Tourist Confusion
5. Tourists

Tourist were found to be confused with the Myki system. Less so with actually using the card to tap on/off but using the top up machines which aren’t very accessible.

The Journey

After compiling all the research, personas were made to give a clear view of what type of people might actually be using the Myki system and what they would be after.


Building from the personas I created a Customer Journey Map based on an average uni student. It showed how in an average day without any extra problems such as forgetting concession card or getting pulled up by an ticket inspector, a Myki commuter still has many pain points to contend with.

Average Day Journey Of A Uni Student

The Result

The solution I came up with to combat these pain points was an interactive kiosk which would be placed at stops and stations as well as on trains and trams. The kiosk would allow Myki commuters who were at stations or stops to look at maps, timetables, journey plan, find out about Myki and place of interest in Melbourne.

The main different between the kiosk that would be at a station and the one on the transport would be that the station version would have a Myki Quick Top Up function which would allow users to quickly top up their Myki by preset amounts using only a contactless form of payment. This would help reduce the line congested for the Myki top up machines. The card reader would be beside all kiosk so that even when you are on transport you could check your balance.

The kiosk would be accessible to foreigners as there would be the option of changing the language in the header of the interface. This should make getting around Melbourne and topping up easier for tourist. The strong focus on icons were used so that people would be able to easily identify things without having to actually read. To deal with the issue of glare on the machines, the kiosk would have auto brightness so that users would be able to see in any condition.

Home Screen Interface
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