TperTutti — Public Transport UX Redesign
An end-to-end UX research project. From field interviews to interactive prototypes, redesigning the entire ticket purchasing and timetable search experience for TPER, bringing down user frustration.
The Original Problem
The Emilia-Romagna public transport website (TPER) suffered from a common disease in the public sector: it was designed for those who managed it, not for those who used it. The initial Usability Score (SUS) was a catastrophic 37.5 out of 100.
The Cure: Double Diamond Methodology
Design is not art, it is problem solving. I led the redesign following the *Double Diamond* framework:
1. Discover: Exploratory research. 15 contextual interviews with commuters and tourists. Mapped customer journeys with frustration peaks at checkout. 2. Define: Formulated Personas and key HMW (How Might We) questions. 3. Develop: Rapid sketching, low-fidelity wireframes, and continuous A/B testing with users. 4. Deliver: Final Design System and 22-page high-fidelity interactive prototype.
| Success Metric | Old Site (Baseline) | New Design | Improvement |
|---|---|---|---|
| SUS Score | 37.5 / 100 | 72.5 / 100 | +93% |
| Task Completion | ~40% | >90% | Drastic |
| Purchase Time | > 3 minutes | < 45 seconds | Quantum leap |
*Table 1: Pre and Post Redesign KPIs*