From 4 taps to 2: slashing interaction cost in the PTV journey planner
From 4 taps to 2: slashing interaction cost in the PTV journey planner
From 4 taps to 2: slashing interaction cost in the PTV journey planner
My role
Product Designer
My role
Product Designer
My role
Product Designer
Team
1 Product Designer (me)
Team
1 Product Designer (me)
Team
1 Product Designer (me)
Timeline
5-hour design sprint
Timeline
5-hour design sprint
Timeline
5-hour design sprint
Up
BACKGROUND
The Public Transport Victoria (PTV) app is essential for Melbourne commuters to find the best route and top up their myki card balance. While functional, the app's journey planner feels cluttered, leading to potential frictions and a high cognitive load.
As a part of my mentorship, I redesigned the "Plan a Trip" flow in a 5-hour sprint. Relying on heuristic evaluation, I identified pain points and used competitive analysis to find solutions. My goal was to prioritize accessibility and minimizing time spent on tasks.
BACKGROUND
The Public Transport Victoria (PTV) app is essential for Melbourne commuters to find the best route and top up their myki card balance. While functional, the app's journey planner feels cluttered, leading to potential frictions and a high cognitive load.
As a part of my mentorship, I redesigned the "Plan a Trip" flow in a 5-hour sprint. Relying on heuristic evaluation, I identified pain points and used competitive analysis to find solutions. My goal was to prioritize accessibility and minimizing time spent on tasks.
BACKGROUND
The Public Transport Victoria (PTV) app is essential for Melbourne commuters to find the best route and top up their myki card balance. While functional, the app's journey planner feels cluttered, leading to potential frictions and a high cognitive load.
As a part of my mentorship, I redesigned the "Plan a Trip" flow in a 5-hour sprint. Relying on heuristic evaluation, I identified pain points and used competitive analysis to find solutions. My goal was to prioritize accessibility and minimizing time spent on tasks.
IMPACT
• Cut the steps to view a route on the map by 50% (from 4 taps to 2)
• Enhanced accessibility with better visual hierarchy, larger touch targets, higher contrast
• Reduced cognitive load via the default fastest-route pinning
IMPACT
• Cut the steps to view a route on the map by 50% (from 4 taps to 2)
• Enhanced accessibility with better visual hierarchy, larger touch targets, higher contrast
• Reduced cognitive load via the default fastest-route pinning
IMPACT
• Cut the steps to view a route on the map by 50% (from 4 taps to 2)
• Enhanced accessibility with better visual hierarchy, larger touch targets, higher contrast
• Reduced cognitive load via the default fastest-route pinning
OVERVIEW
What is PTV?
The Public Transport Victoria (PTV) app is the official tool for planning journeys on Melbourne's trains, trams, buses, and regional services. It enables real-time trip planning, service alerts, myki card balance checks and top-ups, and network updates, serving one of the primary apps for Victoria's public transport users.
OVERVIEW
What is PTV?
The Public Transport Victoria (PTV) app is the official tool for planning journeys on Melbourne's trains, trams, buses, and regional services. It enables real-time trip planning, service alerts, myki card balance checks and top-ups, and network updates, serving one of the primary apps for Victoria's public transport users.
OVERVIEW
What is PTV?
The Public Transport Victoria (PTV) app is the official tool for planning journeys on Melbourne's trains, trams, buses, and regional services. It enables real-time trip planning, service alerts, myki card balance checks and top-ups, and network updates, serving one of the primary apps for Victoria's public transport users.
PROBLEM
The commuter's dilemma
While there are popular apps like Google Maps and Waze, PTV is the official app that users rely on to top up their myki cards, check official schedules, and plan their routes. However, the current journey planner increases cognitive load:
• The interface lacks a clear visual hierarchy.
• Options are hard to scan quickly.
• Key actions (like starting navigation) are not prominent.
PROBLEM
The commuter's dilemma
While there are popular apps like Google Maps and Waze, PTV is the official app that users rely on to top up their myki cards, check official schedules, and plan their routes. However, the current journey planner increases cognitive load:
• The interface lacks a clear visual hierarchy.
• Options are hard to scan quickly.
• Key actions (like starting navigation) are not prominent.
PROBLEM
The commuter's dilemma
While there are popular apps like Google Maps and Waze, PTV is the official app that users rely on to top up their myki cards, check official schedules, and plan their routes. However, the current journey planner increases cognitive load:
• The interface lacks a clear visual hierarchy.
• Options are hard to scan quickly.
• Key actions (like starting navigation) are not prominent.
Research
Understanding user friction
With limited time for deep user research, I turned to a heuristic evaluation to quickly uncover core friction points in the PTV journey planner. Evaluating against Nielsen’s principles revealed three key violations:
Research
Understanding user friction
With limited time for deep user research, I turned to a heuristic evaluation to quickly uncover core friction points in the PTV journey planner. Evaluating against Nielsen’s principles revealed three key violations:
Research
Understanding user friction
With limited time for deep user research, I turned to a heuristic evaluation to quickly uncover core friction points in the PTV journey planner. Evaluating against Nielsen’s principles revealed three key violations:
50%
50%
50%
Aesthetic & minimalist design/hierarchy
Aesthetic & minimalist design/hierarchy
Aesthetic & minimalist design/hierarchy
35%
35%
35%
Visibility of system status
Visibility of system status
Visibility of system status
15%
15%
15%
Match between system & real world
Match between system & real world
Match between system & real world
1
1
1
Aesthetic & Minimalist Design
List items feel visually similar and are not divided into categories, which makes it hard to prioritize and scan information.
Aesthetic & Minimalist Design
List items feel visually similar and are not divided into categories, which makes it hard to prioritize and scan information.
Aesthetic & Minimalist Design
Cluttered “Home”, “Work”, “Choose on map,” and “Recently viewed” are visually stacked without clear separation. Users may not spot “Choose on map” easily.
Visibility of system status
“Current location → Choose destination” form is functional, but it doesn’t highlight the next action clearly. As such, the user isn’t guided strongly.
Aesthetic & Minimalist Design
Cluttered “Home”, “Work”, “Choose on map,” and “Recently viewed” are visually stacked without clear separation. Users may not spot “Choose on map” easily.
Visibility of system status
“Current location → Choose destination” form is functional, but it doesn’t highlight the next action clearly. As such, the user isn’t guided strongly.
Aesthetic & Minimalist Design
Cluttered “Home”, “Work”, “Choose on map,” and “Recently viewed” are visually stacked without clear separation. Users may not spot “Choose on map” easily.
Visibility of system status
“Current location → Choose destination” form is functional, but it doesn’t highlight the next action clearly. As such, the user isn’t guided strongly.
Visibility of system status
“Current location → Choose destination” form is functional, but it doesn’t highlight the next action clearly. As such, the user isn’t guided strongly.
2
3
Aesthetic & Minimalist Design
Aesthetic & Minimalist Design
Aesthetic & Minimalist Design
Current layout forces the eye to scan time, icons, travel time, and fare with no clear anchor, which makes decision-making slower when comparing multiple routes.
Current layout forces the eye to scan time, icons, travel time, and fare with no clear anchor, which makes decision-making slower when comparing multiple routes.
Current layout forces the eye to scan time, icons, travel time, and fare with no clear anchor, which makes decision-making slower when comparing multiple routes.
Visibility of system status
Each option is tappable (chevron >), but it is not emphasized. Users may miss the small icon that allows them to expand for details.
Match between system & real world
Nowhere does it say “Start trip” or “GO” once a route is chosen.
Visibility of system status
Each option is tappable (chevron >), but it is not emphasized. Users may miss the small icon that allows them to expand for details.
Match between system & real world
Nowhere does it say “Start trip” or “GO” once a route is chosen.
5
5
6
6
4
4
Research
Learning from the leaders
To explore proven solutions, I analyzed leading transit apps popular in urban markets, such as Google Maps, Apple Maps, and 2GIS (popular in Central Asia).
Key patterns emerged:
Research
Learning from the leaders
To explore proven solutions, I analyzed leading transit apps popular in urban markets, such as Google Maps, Apple Maps, and 2GIS (popular in Central Asia).
Key patterns emerged:
Research
Learning from the leaders
To explore proven solutions, I analyzed leading transit apps popular in urban markets, such as Google Maps, Apple Maps, and 2GIS (popular in Central Asia).
Key patterns emerged:
They all utilize a map-first layout. Also, the best option is highlighted by default.
They all utilize a map-first layout. Also, the best option is highlighted by default.
They all utilize a map-first layout. Also, the best option is highlighted by default.
Filter toggles (dropdown filter chips) allow quick adjustments to trip settings.
Filter toggles (dropdown filter chips) allow quick adjustments to trip settings.
Filter toggles (dropdown filter chips) allow quick adjustments to trip settings.
Cards show only the minimum information (trip duration, arrival time, commute type) with additional details revealed through progressive disclosure. Also, a “Go” or live-tracking feature helps users follow their route without the stress of constantly checking.
Cards show only the minimum information (trip duration, arrival time, commute type) with additional details revealed through progressive disclosure. Also, a “Go” or live-tracking feature helps users follow their route without the stress of constantly checking.
Cards show only the minimum information (trip duration, arrival time, commute type) with additional details revealed through progressive disclosure. Also, a “Go” or live-tracking feature helps users follow their route without the stress of constantly checking.
Discovery
Framing the challenge
Once I’d uncovered the friction points, I paused to think: What job is the commuter really hiring this app for? This perspective led me to a simple yet powerful story:
Discovery
Framing the challenge
Once I’d uncovered the friction points, I paused to think: What job is the commuter really hiring this app for? This perspective led me to a simple yet powerful story:
Discovery
Framing the challenge
Once I’d uncovered the friction points, I paused to think: What job is the commuter really hiring this app for? This perspective led me to a simple yet powerful story:
When
When
When
I'm rushing to work
I'm rushing to work
I'm rushing to work
I want to
I want to
I want to
quickly find the fastest route
quickly find the fastest route
quickly find the fastest route
So
So
So
I won't be late or stressed
I won't be late or stressed
I won't be late or stressed
From there, everything focused on two questions:
From there, everything focused on two questions:
From there, everything focused on two questions:
How might we reduce cognitive load when comparing routes?
How might we reduce cognitive load when comparing routes?
How might we reduce cognitive load when comparing routes?
How might we make trip planning faster and more intuitive for frequent commuters?
How might we make trip planning faster and more intuitive for frequent commuters?
How might we make trip planning faster and more intuitive for frequent commuters?
IDEATION
From insights to ideas
Drawing from the heuristic insights and competitive analysis, I answered these questions with these three ideas:
IDEATION
From insights to ideas
Drawing from the heuristic insights and competitive analysis, I answered these questions with these three ideas:
IDEATION
From insights to ideas
Drawing from the heuristic insights and competitive analysis, I answered these questions with these three ideas:
Map-First Interface
Map-First Interface
Map-First Interface
Transition from a list-heavy home screen to a map-centric view for immediate spatial context.
Transition from a list-heavy home screen to a map-centric view for immediate spatial context.
Transition from a list-heavy home screen to a map-centric view for immediate spatial context.
Reduced Interaction Cost
Reduced Interaction Cost
Reduced Interaction Cost
Cut the steps required to see a route on the map.
Cut the steps required to see a route on the map.
Cut the steps required to see a route on the map.
Progressive Disclosure
Progressive Disclosure
Progressive Disclosure
Use openable cards and dropdown filter chips to reveal details only when necessary, keeping the UI clean.
Use openable cards and dropdown filter chips to reveal details only when necessary, keeping the UI clean.
Use openable cards and dropdown filter chips to reveal details only when necessary, keeping the UI clean.
Design Exploration
Home screen redesign
The original home screen buries the myki balance in tiny text and presents a hard-to-scan list of favorites with no clear hierarchy.
My first iteration moved to a map-first view with an auto-detected location, added a reachable bottom search bar "Where to?", introduced smart chips (Home, Work, Gym) for one-tap planning, and surfaced the myki balance prominently at the top.
Design Exploration
Home screen redesign
The original home screen buries the myki balance in tiny text and presents a hard-to-scan list of favorites with no clear hierarchy.
My first iteration moved to a map-first view with an auto-detected location, added a reachable bottom search bar "Where to?", introduced smart chips (Home, Work, Gym) for one-tap planning, and surfaced the myki balance prominently at the top.
Design Exploration
Home screen redesign
The original home screen buries the myki balance in tiny text and presents a hard-to-scan list of favorites with no clear hierarchy.
My first iteration moved to a map-first view with an auto-detected location, added a reachable bottom search bar "Where to?", introduced smart chips (Home, Work, Gym) for one-tap planning, and surfaced the myki balance prominently at the top.
Existing Design
Existing Design
Existing Design
First Concept
First Concept
First Concept
Existing Design
First Concept
Design Exploration
Route results redesign
The existing route list feels cluttered with small touch targets, hidden mode filters, and no obvious next action.
I responded with larger swipeable cards, the default highlighting of the fastest route, quick filter chips for modes (Train, Tram, Bus), and a clear high-contrast "Go" button for instant live tracking.
Design Exploration
Route results redesign
The existing route list feels cluttered with small touch targets, hidden mode filters, and no obvious next action.
I responded with larger swipeable cards, the default highlighting of the fastest route, quick filter chips for modes (Train, Tram, Bus), and a clear high-contrast "Go" button for instant live tracking.
Design Exploration
Route results redesign
The existing route list feels cluttered with small touch targets, hidden mode filters, and no obvious next action.
I responded with larger swipeable cards, the default highlighting of the fastest route, quick filter chips for modes (Train, Tram, Bus), and a clear high-contrast "Go" button for instant live tracking.
Existing Design
First Concept
REFINEMENT
Refinement through reflection
As I reflected during the sprint, the minimalist map-first layout felt slightly disconnected from real commuters' needs. Users want a clean design, but they also rely on timely alerts, news, and disruptions to make informed decisions. So, in the refined version I:
Reintroduced News & Alerts as a subtle, non-intrusive module on the main screen, ensuring critical real-time information is instantly accessible
Removed distractions on route results. Showed fewer options immediately for faster scanning, color-coded the map routes for clarity, and kept the prominent "Go" button
This balance maintains minimalism while making the app feel more reliable for commuters.
REFINEMENT
Refinement through reflection
As I reflected during the sprint, the minimalist map-first layout felt slightly disconnected from real commuters' needs. Users want a clean design, but they also rely on timely alerts, news, and disruptions to make informed decisions. So, in the refined version I:
Reintroduced News & Alerts as a subtle, non-intrusive module on the main screen, ensuring critical real-time information is instantly accessible
Removed distractions on route results. Showed fewer options immediately for faster scanning, color-coded the map routes for clarity, and kept the prominent "Go" button
This balance maintains minimalism while making the app feel more reliable for commuters.
REFINEMENT
Refinement through reflection
As I reflected during the sprint, the minimalist map-first layout felt slightly disconnected from real commuters' needs. Users want a clean design, but they also rely on timely alerts, news, and disruptions to make informed decisions. So, in the refined version I:
Reintroduced News & Alerts as a subtle, non-intrusive module on the main screen, ensuring critical real-time information is instantly accessible
Removed distractions on route results. Showed fewer options immediately for faster scanning, color-coded the map routes for clarity, and kept the prominent "Go" button
This balance maintains minimalism while making the app feel more reliable for commuters.
key results
Design outcomes
key results
Design outcomes
key results
Design outcomes
50% Reduction
in steps required to visualize a route.
in steps required to visualize a route.
in steps required to visualize a route.
50% Reduction
Enhanced Accessibility through improved visual hierarchy and larger touch targets.
through improved visual hierarchy and larger touch targets.
through improved visual hierarchy and larger touch targets.
Enhanced Accessibility
Reduced Cognitive Load
by pinning the fastest route and using clear, color-coded transit icons.
by pinning the fastest route and using clear, color-coded transit icons.
by pinning the fastest route and using clear, color-coded transit icons.
Reduced Cognitive Load
REFlection
Lessons from the sprint
This 5-hour design sprint challenged me to make quick, impactful decisions under tight constraints. Once again, I relied on heuristic evaluation and competitive analysis, which are powerful tools for quickly identifying real user pain points.
I understand that a real product requires far more in-depth research and validation. With additional time, I would explore commuters' mental models, motivations, and behaviors in greater depth to create an even more user-friendly app.
Ultimately, this short sprint taught me to continiously look for better solutions and constantly enhance the user experience through research and design.
REFlection
Lessons from the sprint
This 5-hour design sprint challenged me to make quick, impactful decisions under tight constraints. Once again, I relied on heuristic evaluation and competitive analysis, which are powerful tools for quickly identifying real user pain points.
I understand that a real product requires far more in-depth research and validation. With additional time, I would explore commuters' mental models, motivations, and behaviors in greater depth to create an even more user-friendly app.
Ultimately, this short sprint taught me to continiously look for better solutions and constantly enhance the user experience through research and design.
REFlection
Lessons from the sprint
This 5-hour design sprint challenged me to make quick, impactful decisions under tight constraints. Once again, I relied on heuristic evaluation and competitive analysis, which are powerful tools for quickly identifying real user pain points.
I understand that a real product requires far more in-depth research and validation. With additional time, I would explore commuters' mental models, motivations, and behaviors in greater depth to create an even more user-friendly app.
Ultimately, this short sprint taught me to continiously look for better solutions and constantly enhance the user experience through research and design.
Other case studies
Other case studies
Other case studies
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Creating a seamless academic journey for NU students
Simplified course registration, enhanced schedule visibility, and organized learning materials intuitively, significantly improving usability
Client project
Client project
Client project
Redesign
Redesign
Redesign
2024
2024
2024
Redesigned to reduce user drop-offs in booking flow
Enhanced accessibility and usability in just 2 weeks with no budget
Enhanced accessibility and usability in just 2 weeks with no budget
Enhanced accessibility and usability in just 2 weeks with no budget
Concept
Concept
Concept
Redesign
Redesign
Redesign
2023
2023
2023
Creating a seamless academic journey for NU students
Simplified course registration, enhanced schedule visibility, and organized learning materials intuitively, significantly improving usability
Simplified course registration, enhanced schedule visibility, and organized learning materials intuitively, significantly improving usability
Simplified course registration, enhanced schedule visibility, and organized learning materials intuitively, significantly improving usability
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Back
About me
Resume
Contacts
Got questions or just want to say hi?
Feel free to get in touch, I’d love to hear from you!
Let’s create something great together
Got questions or just want to say hi?
Feel free to get in touch, I’d love to hear from you!
Let’s create something great together
Got questions or just want to say hi?
Feel free to get in touch, I’d love to hear from you!
Let’s create something great together