UX Redesign of a Public Transport Website

The existing TPER public transport website had a System Usability Scale (SUS) score of 37.5 out of 100 — well below the average of 68. Task completion rates hovered around 40% for key user journeys like route planning and ticket purchase. Something needed to change.

The Double Diamond methodology structures UX work into four phases: Discover, Define, Develop, and Deliver.

In the Discover phase, user research including interviews and contextual inquiry revealed that the main pain points were confusing navigation, inconsistent terminology, and poor mobile responsiveness. Journey mapping visualized the gaps between user expectations and the current experience.

The Define phase synthesized research into clear problem statements and prioritized the highest-impact improvements. A persona representing the typical commuter served as a reference throughout design decisions.

During Develop, wireframes evolved into interactive prototypes tested with users in iterative rounds. Each round identified specific issues and informed refinements.

The Deliver phase produced high-fidelity prototypes backed by a design system for consistent implementation.

After the redesign, SUS scores improved from 37.5 to 72.5, and task completion rates rose from approximately 40% to over 90% for core workflows.