2015
:
Transport for London

Travel Status Updates

In research, we could see that TfL was failing to keep people informed and this part of our site had the lowest customer satisfaction. We knew that there were significant issues with the website due to the way information was siloed.

Aims

In research, we could see that TfL was failing to keep people informed and this part of our site had the lowest customer satisfaction. We knew that there were significant issues with the website due to the way information was siloed.

Methods

We worked with existing research, of which there was a lot scattered around TfL, to determine how we could solve the problem. I drew up a short, medium and long-term objectives list and we linked these with workstreams to ensure they were achievable.

Outcome

We focused on short-term, and I drew up some improved ways to ensure information on all types of delays was easy to find. I started with better navigation and plans for a card based approach throughout the site and fed into future projects, including a potential new TfL app.

Project Deliverables