Tickit | Parking Ticket Payment & Dispute

Product:

TickIt

Role:

Product Designer

Try it:

View prototype

Project vision

TickIt is a mobile app designed to streamline the process of finding, paying for and disputing parking tickets.

Challenges

Ensure the process of paying or disputing tickets is fast and easy.

Create an intuitive UI for technical & non-technical users.

Minimise the amount of user data being captured and stored.

Understanding users

In this project, I focused on qualitative research methods. This consisted of phone interviews and a competitor analysis. The goal of the foundational research was to answer three questions:

How do participants currently pay or dispute parking tickets?

What problems do participants face when paying/disputing tickets?

How can we improve the process of paying for or disputing a parking ticket?

Interview highlights

Most participants used their city's website on desktop to pay for parking tickets.

Most participants found the current method too time consuming.

Most participants were unsure how to effectively dispute tickets.

Competitive audit summary

TickIt has an opportunity to provide the first multi-city ticket management app that supports paying and disputing tickets, as well as providing dispute management support.

Feature

Multi-city support

❌

✅

Ticket search

✅

Pay tickets

✅

❌

Dispute tickets

✅

❌

✅

Dispute guidance

❌

✅

Dispute progress

❌

✅

Ideation

I created a user journey map to identify the steps to achieve each user goal; paying for a ticket, disputing a ticket, and viewing dispute progress. This helped me to reduce the journeys to their core steps, identify where the overlap, and informed the sequential site structure below.

Ticket site map outlining the primary user journey, paying for a parking ticket, the secondary user journey, disputing a ticket, and the supplementary journey, managing disputes.

Once the journey was decided, I created paper wireframes for the most important app screens, then selected my favourite elements to explore in a digital prototype.

This allowed me to explore a variety of display options quickly.

A selection of wireframes from the design phase of the TickIt app design.

Testing with users

I conducted a usability study with 5 participants. Each participant searched for a parking ticket, paid for a ticket and disputed a ticket. The three main insights derived from the usability study were:

4/5 users were unsure what to include in a dispute, therefore we should provide guidance on what makes a good dispute.

3/5 users struggled to identify the correct ticket, therefore we should add more identifying information to the tickets screen.

2/5 users had more than one car, therefore we should allow users to manage tickets for multiple license plates.

Addressing challenges

1. Make the process of paying or disputing tickets fast and easy.

Users can pay or dispute tickets in four quick steps; search, confirm, select pay or dispute, then submit, all they need is a payment method or dispute evidence.

2. Create an intuitive UI for technical & non-technical users

TickIt uses consistent typography, colour and direction across the app to help users understand where they are and what information is important to them.

3. Minimise the amount of user data being captured and stored

The only information that TickIt stores is the user's number plate(s). We've also made it easy for users to delete stored information at any point.

Style guide

The colour palette for TickIt makes use of two distinct highlight colours to distinguish they payment and dispute flows, helping users understand at a glance where they are in the product.

Colours:

#27AE60

#2980B9

#E67E22

#333333

#7F8C8D

#ECF0F1

#FFFFFF

Type:

AaBbCc

28px - Bold - Inter

AaBbCc

24px - SemiBold - Inter

AaBbCc

16px - Regular - Roboto

AaBbCc

14px - Regular - Roboto

Buttons:

Ticket ButtonDispute Button

Logos:

Takeaways

This way my first time going through each step on the design process on my own. Having the time to go through each step at my own pace allowed me do fully understand the user's needs, iterate, and produce a design I am proud of solves user problems.

Being new to each step, I spent some time repeating steps when I learned something new. In future projects, I will identify incomplete steps earlier to minimise repetition.

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