BPGO Service design
Service design in collaboration with Budapest public transport company (BKK) for the new Tap&Go ticketing system. The project involved user research, wireframeing and prototyping, and user testing.
With
Zsófia Kérdy, Aizat Myrzakhmetova
Teachers
Lais Kantor, Norbert Krizsán
The Budapest public transport company (BKK) is introducing a new Tap&Go ticketing system that allows passengers to pay for their rides using contactless bank cards or mobile payment apps. Our team was tasked with designing the user experience of the Tap&Go system, focusing on the process of purchasing and validating tickets.
Problem areas
#1
Asian bank cards are not accepted
#2
It is easy to accidently buy a extra ticket and difficult to get refund
#3
Users do not understand that extra tickets are not valid for other bus lines.
#4
Users do not understand that extra tickets can not be given to other passengers.
The new system allows both the old and the new ticketing methods to be used simultaneously, providing a smooth transition for users. For better visual separation between the two product we made color distinction in animations and visuals.
Testing
Users often assume that buying a pass means it’s automatically validated, leading to confusion and potential fines.
Many users hesitate to show their digital or physical card due to concerns about physical theft or data privacy.
Improve communication through UX and UI tweaks — like better iconography, stronger contrast, animation for validation feedback, or more intuitive layout.
