What metrics would you use to evaluate Metro's TAP card payment system?

Introduction

Evaluating Metro's TAP card payment system requires a comprehensive approach to product success metrics. To address this challenge effectively, I'll follow a structured framework that covers core metrics, supporting indicators, and risk factors while considering all key stakeholders. This approach will allow us to gain a holistic view of the system's performance and identify areas for improvement.

Step 1

Product Context

The TAP card payment system is a contactless smart card ticketing system used by Metro for public transportation in Los Angeles. It allows riders to easily pay for fares across various transit modes, including buses and trains.

Key stakeholders include:

1. Riders: Seeking convenient, fast, and reliable fare payment
2. Metro: Aiming to increase ridership, reduce fare evasion, and improve operational efficiency
3. Transit operators: Needing a seamless, quick boarding process
4. City officials: Interested in improving public transportation accessibility and reducing traffic congestion

User flow:

1. Purchase: Users buy and load value onto their TAP card at vending machines, online, or retail locations
2. Tap to ride: Riders tap their card on readers when boarding vehicles or entering stations
3. Account management: Users can check balances, add value, and view trip history online or via mobile app

The TAP system fits into Metro's broader strategy of modernizing public transit, improving the rider experience, and gathering data for better service planning. Compared to competitors like New York's MetroCard or Chicago's Ventra, TAP aims to offer a more integrated, multi-modal experience.

In terms of product lifecycle, the TAP system is in the mature stage, having been introduced in 2007. However, ongoing updates and feature additions keep it evolving.

Software considerations:

• Platform: Centralized backend system with distributed reader devices
• Integration points: Payment processors, transit operator systems, and customer-facing interfaces
• Deployment model: Hybrid of on-premise infrastructure and cloud-based services