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Team assignment Translink
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This document describes the prospective customers thoughts about an innovation from Translink, and includes an interview guide with questions that are important to answer before releasing a new innovation.

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  • May 21, 2023
  • 7
  • 2022/2023
  • Judgments
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Team Assignment #2: Team 4




Simon Fraser University


BUS 240: Introduction to Innovation




Due: March 28th, 2023

, Introduction Page 2

This report will discuss the findings from our interviews that have allowed us to expand on
proposal Alpha. The original proposed solution from the report is to launch TransLinks’ mobile
app which will allow TransLink to enhance their customer relationships effectively, as well as
reach their 2050 goals. Customers can conveniently use this app to track their buses, receive
immediate notifications when there are delays or cancellations, and even receive a delay slip that
they can show to employers in the event of tardiness because of a TransLink service delay. Along
with these features, the app will allow customers to have their compass card digitally on their
phone, which they can conveniently tap at the station gates, and load/reload whenever necessary.
The primary goals for the TransLink app are to make customers feel valued, supported and
heard, and to increase the convenience of using TransLink services all users could benefit from.

Iteration #1
Hypotheses:
1. Users will want the app to display a real-time bus route map that visually shows exactly
how close or far away their bus is from the desired stop (much like Uber or Skip does)
2. Customers will want to be able to access their compass card through their Apple Wallet
or similar features on non-Apple devices
3. TransLink users will feel supported by the integration of the delay slips within the app as
it can be used to justify tardiness or absenteeism to their employers if needed
4. TransLink users will want the app to send out real-time updates that will give them the
flexibility/time to find another transportation means if needed, at least an hour before
5. TransLink customers will feel more secure and prepared with the use of a digital compass
card on their phone rather than the current physical card

Findings:
Based on the data gathered through our interview questions with current TransLink users, we
have come to some insightful conclusions about their needs and preferences regarding a potential
TransLink app. Our participants showed a strong reliance on TransLink services, with 90% using
them at least twice a week for activities such as school and leisure. Despite this, we discovered
that interest in the potential app was split evenly, with 50% in favour and the other half
indifferent. The key issues identified by our participants were delays and cancellations that
impacted schedules, employers' requests for proof of incidents, insufficient real-time information
and updates, and the inconvenience of the physical hand-held compass card. These findings
suggest that the development of a reliable and user-friendly app that addresses these concerns
could significantly improve the overall experience of TransLink users.

Beginning with answering our first hypothesis when asked the question, "As a TransLink user,
would you appreciate the app providing a feature where you can watch a real-time map of the
current bus routes that show how close or far away the service is from your desired station?" The

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