Tolling

NZTA self-service tolling system

Client: New Zealand Transport Agency
Role: Senior UX/UI Designer
Duration: 1 year 6 months
Tools: Figma

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

Participate and co-facilitate design workshops
Conducting qualitative and quantitative researches
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.

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