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BVG relies on usability tests to check accessibility  

Within two weeks, usability testing starts to check accessibility at the BVG Muva app for a mobile lift replacement at bus and train stations.

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About BVG Muva 

BVG (Berlin public transport) is the most important transport company in Berlin and operates the city's public transport network. With the Muva app, BVG not only offers a flexible travel service to increase the attractiveness of local public transport, by providing services that are not tied to a specific timetable. But also a lift replacement to ensure barrier-free mobility at bus and train stops. 

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IN A NUTSHELL

QA-Goals 

  • User testing with people with restricted mobility
  • Identify sources of error for comprehensibility

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IN A NUTSHELL

Results

  • Feedback on the actual use of the app and notices about the Muva offer 
  • Fast test implementation and results from a user perspective

The project 

_Liste-Zahnrad-Icon Kopie 3Project type
App testing 

_Weltkugel-Icon Kopie 3Industry
Mobility

_Hand-Zahnrad-Icon Kopie 3Service type
Accessibility testing

_Laptop-Haken-Icon Kopie 3QA-Services
Usability testing for accessibility

_Liste-Zahnrad-Icon Kopie 3Projekttyp
Consulting

_Hand-Zahnrad-Icon Kopie 3Servicetyp
QA-Beratung

_Laptop-Haken-Icon Kopie 3QA-Services
QA-Analyse, Maturity Assessment, Strategie & Maßnahmen-planung

_Cloud-Wolke-Icon Kopie 3Genutzte Plattformen
Jira, Confluence

_Weltkugel-Icon Kopie 3Branche
Einzelhandel

Challenge

The BVG Muva service is designed to facilitate accessibility in public transport with a mobile lift replacement. But how do passengers accept the app and is it easy to use under different, real-life conditions? A user test should provide answers. The target group of people with limited mobility had to be considered comprehensively. Physical disabilities, age-related walking difficulties or situational restrictions, e.g. when travelling with a pushchair. 

Goals and 
project start

The common goal: comprehensive insights into app handling, identification of potential for improving usability and efficient commissioning of the app through more frequent bookings of the BVG Muva service.

How did we start the project?

With the start of the project, the recruitment of the test subjects and an initial pre-test were completed within two weeks in collaboration with the PIKSL laboratory in Cologne. This was followed by three days of seven interviews with nine test subjects aged between 21 and 81 with physical and situational impairments. The user tests focussed primarily on the aspect of comprehensibility. Every usability test is also a test of comprehensibility and therefore of barriers for different users.

Test method and measures

In accordance with the usability guidelines, a survey guideline was drawn up for the moderated usability tests. The focus was on scenario-based use and the behavior of the test subjects.

A special feature of this study: in addition to the app testing, the Appmatics team checked the comprehensibility of the BVG's physical notices. The usability test thus provided an answer to whether test subjects are motivated to download the app by the notices on the lifts, and whether the service is explained well.

 

 

The advantages of user tests

Checking accessibility by means of a user test offers the opportunity to cover comprehensive factors in the target group. In this case, the test subjects included:

_Haken_circle_outline_blueParents with strollers

_Haken_circle_outline_blueWheelchair users (with/without assistance as well as manual and electric wheelchairs)

_Haken_circle_outline_bluePeople with multiple disabilities (including motor and visual impairments)

_Haken_circle_outline_blueOlder persons

The occurrence of multiple disabilities is not an isolated case. Testing these different combinations of restrictions can be covered well in the guided user test.

The advantages:

_Haken_circle_outline_blueSimulation of real utilization scenarios

_Haken_circle_outline_blueTest for real barriers for app users

_Haken_circle_outline_blueDirect user feedback

_Haken_circle_outline_blueBarrier detection and improvement of customer satisfaction

_Haken_circle_outline_bluePromote visibility and empathy for real users in the product team
VORLGA - Webseite - Zahlen
of all disabled people have more than one disability

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Contact our team

Do you have questions about the project or your own QA challenge? Our team looks forward to hearing from you.