My next stage focuses on identifying and analysing key usability and accessibility issues within the Translink digital platform. I will explore these problems in detail and develop user-centred solutions through ideation and design exploration, showing how thoughtful improvements can enhance the overall experience and better support user needs.
Now that my chosen brand and digital product have been established, the next stage of this project focuses on identifying key user issues within Translink’s website. This involves reviewing the platform through direct interaction and observation, highlighting areas where users may experience confusion, friction, or inefficiency when completing common tasks. By identifying and documenting these usability issues, clear patterns and problem areas can be established. These findings will then inform the creation of a heuristic evaluation table, allowing each issue to be mapped against Jakob Nielsen’s usability heuristics and assigned a severity rating to help prioritise improvements that I can make.
Real-time service updates, such as delays, cancellations, and disruptions, are not prominently displayed on the TransLink website. Users often need to navigate away from the homepage or scroll through secondary sections to find critical information that directly impacts their journey. This lack of visibility is especially problematic during peak travel times when users require quick reassurance before making travel decisions.
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Users cannot quickly see whether services are running as expected, and important travel information is hidden rather than prioritised.
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When users are not clearly informed about service status, uncertainty and frustration increase, particularly for commuters and time-sensitive travellers. A transport platform should communicate system changes immediately and clearly. This issue violates Visibility of System Status, as the website does not consistently keep users informed about real-time conditions.
The Translink website employs varying labels and navigation patterns for similar tasks, including journey planning, timetables, and travel updates. As users move between different sections of the site, the structure and terminology change, making it harder to predict where information will be located.
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Users encounter different terms for the same actions. The navigation also feels unpredictable and inconsistent.
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Inconsistency increases cognitive effort and can slow down task completion, particularly for first-time or infrequent users. A consistent interface helps users build familiarity and confidence. This issue violates Consistency and Standards, as the platform does not follow a unified language or interaction pattern.
Accessibility features across the Translink website are limited and not clearly supported. There are no obvious controls for adjusting text size or contrast, and some interface elements rely heavily on colour or small text, which may be difficult for users with visual impairments.
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Users with accessibility needs face unnecessary barriers as the interface is not fully inclusive.
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A lack of accessibility reduces usability for a wide range of users and prevents equal access to essential transport information. Inclusive design is particularly important for public services. This issue violates Flexibility and Efficiency of Use, as the system does not accommodate diverse user needs or preferences.