ROLE
INDUSTRY
TIMELINE
TEAM
OVERVIEW
Problem
The Translink app presents a significant challenge in terms of user experience. Navigating the app is cumbersome, leaving users frustrated amongst other usability issues. Moreover, the need to download multiple companion apps to access the full spectrum of services required for a seamless journey, including payments, adds complexity and diminishes the overall user satisfaction. Currently, users have to download Mlink - For Tickets and Translink - Journey Planning.
Goal
Redesign the current TransLink App experience to provide users with a smooth and efficient experience in navigating from Point A to B while simplifying the payment process for services rendered
Approach
Using a well-structured process to create a delightful experience for users using Translink
Heuristic Evaluation: Thoroughly assess the current app using heuristic principles to identify usability issues.
Interface Inventory: Conduct an in-depth examination of the app's interface elements and components.
User-Centric Research: Using different research methods; desk research, surveys, and user interviews to gain insights into user pain points.
User Personas and Empathy Mapping: Create user personas and empathy maps to empathize with user needs and motivations. Develop case scenarios and user journeys to outline the user experience.
Design and Prototyping: Utilize research insights to craft wireframes, designs, and interactive prototypes for a new and improved user experience.
Testing and Iteration: Test the new experience with the target audience, incorporating user feedback and making iterative updates as necessary to ensure usability and satisfaction.