How might City of Toronto redesign its public transit fare system to better serve occasional riders and tourists?

Introduction

To redesign Toronto's public transit fare system for occasional riders and tourists, we need to focus on simplifying the user experience, enhancing accessibility, and providing flexible options that cater to their unique needs. I'll outline a strategic approach to address this challenge, considering user segments, pain points, and innovative solutions.

Step 1

Clarifying Questions (5 mins)

• Looking at the product context, I'm thinking about the current fare structure. Could you provide an overview of the existing fare system, including ticket types, pricing, and payment methods?

Why it matters: Understanding the current system helps identify areas for improvement. Expected answer: Single-ride tickets, day passes, and monthly passes with various payment options. Impact on approach: Would focus on simplifying fare options and introducing more flexible alternatives.

• Considering user behavior, I'm curious about the typical travel patterns of occasional riders and tourists. Can you share any data on average trip frequency, duration of stay, and most visited locations for these groups?

Why it matters: Helps tailor solutions to actual usage patterns. Expected answer: Tourists stay 3-5 days on average, visiting 2-3 attractions daily. Impact on approach: Would prioritize short-term, flexible fare options and location-based features.

• Regarding pain points, what are the most common complaints or issues reported by occasional riders and tourists when using the current fare system?

Why it matters: Identifies key areas for improvement and user frustrations. Expected answer: Confusion about fare zones, difficulty in purchasing tickets, and lack of flexibility. Impact on approach: Would focus on simplifying the fare structure and improving the ticket purchase experience.

• Considering external factors, how does Toronto's public transit fare system compare to other major cities, and are there any emerging trends in transit fare technology that we should consider?

Why it matters: Provides benchmarks and inspiration for innovative solutions. Expected answer: Other cities are implementing contactless payments and mobile ticketing. Impact on approach: Would explore incorporating similar technologies in the redesign.