With all this information gathered, I started sketching.
Services assuming you know how they operate, having you give up on trying to find how to purchase anything, etc. Unclear information about train lines because the tickets would only show your destination but platforms are sorted by the final destination’s name. Top-up cards that were valid on multiple services but that could only be used on one type of transportation at a time, making you having to purchase several of them. Buying tickets in advance online but having to “check-in” physically either way, wasting time on the line. Tickets that were e-mailed and easily lost. I received a lot of feedback and it was lot information to iterate and digest. 
So I moved on to interview 5 people who had recently gone to another city and used their public transportation services to get around, so I could better understand what was most troublesome about having to find your way and purchase tickets, both physically and through any available apps.
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