Metlink
Metlink wanted to create a "world class digital experience" for their users. With thousands of people using the website and app every day, it was important to completely understand the users mental models before solutionising. In-depth testing was necessary to ensure all the site components were on point and all scenarios were accounted for.
CLIENT
Metlink - Wellington Public Transport
ROLE
User Research
User Flows & Content Blocks
Wireframing - Desktop, Mobile & App
Usability Testing
UI Guidance
UX Guardianship
To first understand the system, I had to understand the users.
As a light public transport user, I felt the need to know more so I
spent 2 days exploring train and bus routes and talking to other
commuters on the way.
Commuters were also invited to one-on-one sessions for more
detailed interviews and this allowed me to immerse myself into the
world of public transport. A competitor review was done on similar
local and international Organisations.
Creating
the bigger
picture
User flows and
navigation pathways
Getting
the logic
right
The creation of user flows made sure all the mechanics were
logical and solving the right problems.
A navigation system that would be seamless on all platforms was
also created at this stage.
Complete site
wireframing on
Desktop and Mobile
Clickable
Client
Prototype
Mobile
leading
the way
With 75% of Metlinks users accessing the site on a mobile device,
the design phase had to ensure that users could complete tricky
tasks with ease on a mobile device. These prototypes would also
form the basis of the app, to create a sense of familiarity.
Usability
testing
As the devil is in the detail, I tested the prototypes at multiple
stages with low and hi-fidelity mockups to iron out all creases. Ease
of navigation and error recovery were a main focus so the whole
experience was rigorously tested with users.
Design
and
implementation
I helped guide the final UI tweaks and worked with the
devs to get the interactions and content just right.
The final HTML outputs were also tested with users and
stakeholders. The site is currently in beta phase and is
set to launch at the end of 2020.
Testimonials
Metlink
"Brennan provided invaluable UX expertise on the Metlink project, and had a particular focus on ensuring that the client was involved throughout the process and understood all design decisions. Brennan was always enjoyable to work with, and was always up for a challenge."
Testimonials