My next stage focuses on proposing accessible and practical improvements for the key usability issues previously identified within the Translink digital platform. Using these findings as a foundation, I will explore design-led solutions from a user-centred perspective, demonstrating how targeted changes can address user pain points and create a more inclusive, intuitive, and effective experience.
Following the identification and review of multiple usability issues within Translink’s digital platform, this stage focuses on developing solutions for the most critical problem areas. While several valid issues were identified during the audit, narrowing the focus to three key issues allowed for a more considered and impactful design response. By prioritising these high-impact areas, this approach enables deeper exploration and clearer justification of proposed solutions, ensuring that the resulting design improvements are practical, user-centred, and beneficial to the overall user experience.
Travel updates such as delays, cancellations, and disruptions are not clearly prioritised within Translink’s digital platform. Users are often required to actively search for this information, even though it directly impacts journey decisions and timing. Improving how and where service status is communicated is essential for reducing uncertainty and improving trust.
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Users cannot instantly see if services are running as expected. Critical updates are hidden within secondary areas.
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Enhancing the visibility of travel updates will keep users informed in real time, allowing them to make confident travel decisions. This directly improves clarity, reduces frustration, and supports Visibility of System Status, ensuring users feel informed and in control.
The ticket purchasing process currently lacks clear feedback, particularly during the payment and confirmation stages. Users may be unsure if a transaction has been successful due to limited progress indicators, unclear error messaging, and subtle confirmation screens.
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Users are uncertain whether ticket purchases are successful, and errors and confirmations lack clarity and reassurance.
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Introducing clearer step guidance, stronger confirmation states, and more informative error messaging will increase user confidence and trust during payment. This supports smoother task completion and aligns with Error Recovery and Visibility of System Status principles.
Accessibility support across Translink’s platform is limited, with few options available for users who rely on assistive technologies or require adaptable interfaces. This includes limited text scaling, contrast control, and inconsistent labelling of interactive elements.
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The platform does not fully support diverse accessibility needs, as some users face barriers when accessing essential information.
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Improving accessibility ensures the platform can be used effectively by a wider range of users, including those with visual, motor, or cognitive impairments. This creates a more inclusive experience and supports Flexibility and Efficiency of Use, while improving usability for all users.