Transurban Customer Platform Redesign
Transurban Customer Platform Redesign (March 2025) – Usabilathon at Transurban
This one-day usability hackathon, hosted by Transurban, focused on enhancing the customer experience for toll payment and violation management. Our team collaborated to design "TollRoadPay," a user-friendly digital platform that simplifies toll payments, improves transparency, and reduces payment-related frustrations. Through user research, prototyping, and usability testing, we developed key features such as real-time payment notifications, a centralized violation payment system, and a first-time violation waiver program. Our solution aimed to improve user engagement and compliance with toll payments.
Challenge
Many users struggle with toll payment processes, leading to unexpected fines, confusion, and dissatisfaction. Key challenges included:
-
Lack of education on toll payment processes and violations
-
Poor understanding of toll violations and their consequences
-
No upfront notifications for missed tolls
-
Inconvenient and fragmented toll payment systems
Background & Goals
Transurban sought to enhance customer engagement and compliance with toll payments by improving the usability of its platform. The primary goals of the redesign were:
-
Educate users on toll payments and possible violation causes
-
Simplify the toll payment and violation management process
-
Provide timely notifications to prevent outstanding violations
-
Ensure a seamless user experience with a centralized and intuitive platform
Method
We employed a user-centered design approach, including:
-
User Research & Personas – Defined key user groups such as business commuters, low-tech literacy individuals, tourists, and people with executive dysfunction.
-
Empathy Mapping – Identified user frustrations, behaviors, and motivations.
-
Competitor Analysis – Examined existing toll payment solutions like GoToll and EZPass to identify gaps.
-
Wireframing & Prototyping – Created low- and high-fidelity prototypes for usability testing.
-
Usability Testing – Conducted tests on the prototype to gather feedback on ease of use and functionality.
Recommendation & Impact
-
Our key recommendations for the improved platform included:
✅ Trip Notification System – Sends real-time alerts about toll payments and violations.
✅ Unified Toll Payment System – Centralized portal to pay tolls and violations across different agencies.
✅ First-Time Violation Waiver Program – Users complete a short quiz to waive their first violation, increasing customer goodwill.
✅ Clear & Simple UI – Minimalist design with intuitive navigation for all user groups.
-
Impact:
✔ Increased user awareness of toll payment processes
✔ Reduced frustration and late fees through proactive notifications
✔ Improved payment compliance and user satisfaction
✔ Enhanced accessibility for users with different tech literacy levels
Lessons Learned
✅ Interdisciplinary Collaboration drives innovation.
✅ Human-centered design is critical for emergency response technologies.
✅ Prototyping and Testing are vital for identifying and refining user-centric solutions.