Tolling Web Application

Approximately 15 minutes read

July 2020- September 2021

Project overview and goal

Tolling has been a part of New Zealand's transport network for over ten years and as more roads are being assessed for tolling, we need to understand customer needs. The Tolling Projects of Puhoi to Warkworth (P2W) & System Replacement Project aim to deliver significant change to our customer and employee experience over the next 12-18 months. This problem caused us to question, how might we make improve the current tolling experience and make it more seamless and contactless in the world of COVID?

My role and the wider team

I worked on the UX/UI side of things and the other members included a service designer, three software developers, testers and the product owner.

Project scope and deliverables

1. Participate and co-facilitate design workshops

2. Conducting qualitative and quantitative researches

3. Creating and ideating the product prototypes

Organisation big vision

Road to Zero adopts Vision Zero, and a vision for Aotearoa where no-one is killed or seriously injured in road crashes, and where no death or serious injury while travelling on our roads is acceptable.

Design Process

The Design thinking framework we followed was Double Diamond.

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Discovery phase- Qualitative research

We conducted a survey to identify the user needs and goals to find pain points and opportunities. The responses to all the answered survey questions can be found here

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User goal

Users wants an efficient,equitable and effective way of paying tolls

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Business goal

Find opportunities to provide a great tolling pay experience

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Define phase

Based on the research and the gathered insights we created personas and brainstormed the how might we questions

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User Persona

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How might we brainstorming outcome
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Roadmap

Translate user needs into user scenarios

1. Creation and Modification of a User Account by a customer

2. Bulk Upload of Vehicle Registration Plate Numbers  

3. Purchase Trip Credit

4. Refund of Unused Trips

5. Visibility of Unpaid Trips  

6. Process Toll Transaction

7. Manage Low Credit

8. Transfer to Debt Collection Agency

9. Transfer of Liability

10. Infringement processing

11. Reporting Capability

12. Business Rules Configuration Capability

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Design phase

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User Experience flow diagram

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User Interaction and visual design

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Figma working document

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NZTA brand guideline

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Deliver

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Figma website prototype

Final prototype can be found here

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Thank you for reading!