Transport for NSW

Evolving transportnsw.info into a global leader for NSW

Problem

Transport for NSW (TfNSW) manages numerous customer-facing websites for public transport information across NSW. Managing so many individual websites can be costly and resource intensive to maintain. In 2015, TfNSW began a program of work to consolidate these various websites into a single portal for customers to access transport information. This portal is Transportnsw.info and it is one of the most highly-trafficked websites in the state.

The Working Party has been engaged to deliver three defined bodies of work spanning two and a half years: redesign the transportnsw.info homepage, reimagine the Trip Planner tool on the website, and redesign the remainder of the transportnsw.info website to incorporate features from other websites in the Transport group that have been decommissioned.

What we did

The Working Party co-located with the TfNSW Digital Customer Information Services (DCIS) delivery team for the entire length of the engagement, working in partnership with DCIS to determine project requirements, priorities and deliverables. We provided thought leadership on user experience, design, accessibility and front-end development standards and advocated for the user in meetings with various organisational stakeholders.

The Working Party recommended that a component-based design system was adopted. By creating small user interface (UI) components which could be implemented independently development time was reduced while the consistency of the design was improved. Each body of work started with co-design workshops with TfNSW stakeholders to gather feature ideas which were collated and rationalised into business requirements. These requirements and any customer research findings were then translated into prototypes for testing with users in Rapid Experience Design (RED) user testing.

The Working Party worked to produce a testing plan outlining the specific scenarios for testing, metrics to capture, and participants required for each body of work. Throughout each user testing session, various stakeholders from TfNSW were invited to attend and observe the progress of the solution being verified in tests. User experience design is an iterative process so ideation on the design solution happened throughout each session.

Once design solutions had been validated, The Working Party delivered a finalised UI design. The UI design focused on brand guidelines, accessibility, colour contrast, and text legibility. These designs were then built using tools created by The Working Party into front-end components which were added to the website and stored in the component toolkit.

In the later stage of the engagement, as the Transportnsw.info website transitioned from initial launch to a mature product, The Working Party shifted from rapid prototyping to expanding the website features over the course of seven months. While delivering features into development sprints, we audited the website and catalogued all components used by interaction type. These were shared with the wider team for discussions on how to prioritise features into a more cohesive design.

We worked with DCIS management to define a component pattern language which revisited individual legacy design from a more holistic view. Before any new component was designed, existing components were first assessed if fit for purpose. If design changes were made, priorities were shifted to refactor existing areas on the website to improve the overall user experience.

Outcomes

The Working Party delivered a revamped homepage in six weeks and the Trip Planner was delivered in three months. Both timeframes included discovery, prototyping, user testing, design, front-end development, and building components used into the toolkit component library. The transportnsw.info website has been redesigned to be responsive and accessible to WCAG AA standards. The toolkit component library will be published publically to become the source of design knowledge for all TfNSW projects.

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