Opal On Demand

Transport for NSW was tasked with coordinating transport services and managing digital projects like the Opal Travel App. This app aims to enhance public transport convenience in New South Wales by integrating various modes of transportation. However, users face a disjointed experience when trying to plan, book, and pay for on demand services within the app, as they must resort to third-party operator apps.

The project team, made up with a product manager, business analysts, developers, and a UX designer and a UI designer (myself), focused on improving this experience, particularly targeting areas with limited public transport infrastructure.

Despite constraints like reliance on external APIs and the need for users to exit the app for registration, the project aimed for enhanced user experience, streamlined journey planning, expanded accessibility, and simplified registration and payments. Through weekly updates and stakeholder engagement, the team ensured progress and alignment with key requirements.

Anticipated outcomes include a seamless integration of on demand services, a more user-friendly experience, expanded accessibility, and strategic alignment with Transport for NSW's goals of offering innovative transportation solutions.

This user-centric approach builds upon existing UX artifacts and stakeholder engagement to prioritise user satisfaction and adoption rates.