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CITYMAPPER

Heuristic Evaluation, User Interface Design, Interaction Design, Error Recovery Strategy

A classroom project

HEURISTIC ANALYSIS REPORT

Evaluated Citymapper's usability to identify key issues and provided targeted recommendations to improve navigation, feedback, and error recovery — enhancing user experience and reducing frustration.

Duration 3 weeks (Sept'22—Oct'22)

Role Usability Expert

PROJECT OVERVIEW

Citymapper is a strong urban navigation tool but has gaps in feedback, interface organization, and error recovery. Through a heuristic evaluation with usability experts, I identified solutions to help users navigate seamlessly, even in low-connectivity areas.

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KEY FINDINGS

1. Lack of Communication

Issue: Insufficient status updates leave users confused about journey progress.

Recommendation: Improve Status Updates: Add descriptive labels, journey completion messages, and progress indicators.


2. Unclear Grouping

Issue: Poor organization of transport options and conditions frustrates users, making choices unclear.

Recommendation: Consistent Grouping: Implement a tabbed interface to organize transport modes and conditions separately.


3. Error Recovery Gaps

Issue: Limited support for GPS/network failures leaves users disoriented and without guidance.

Recommendation: Error Recovery Support: Introduce GPS loss alerts and offline mode instructions to help users recover from connectivity issues.

OUTCOME

These changes enhance clarity, user confidence, and support seamless navigation, creating a more reliable and user-centered experience, even in low-connectivity areas.

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