Public Transport Council
UX Design , Scrum

The Public Transport Council (PTC) of Singapore plays a crucial role in regulating and ensuring the efficiency and affordability of public transportation services in the country. To better serve commuters and stakeholders, PTC recognized the need to refresh its digital platform to enhance user experience (UX) and provide more accessible and efficient services.

The existing PTC platform faced usability challenges, including complex navigation, outdated design, and limited accessibility features. Commuters struggled to find relevant information such as fare regulations, service updates, and feedback channels. Moreover, stakeholders found it challenging to access data and reports related to public transportation operations and policies.

To address these challenges, a comprehensive research phase was conducted. This included:

1. User Surveys: Surveys were distributed to commuters and stakeholders to gather feedback on their experiences with the current platform and their expectations for improvements.

2. User Interviews: In-depth interviews were conducted with diverse range of commuters and stakeholders to understand their pain points, needs and preferences.

3. Competitor Analysis: A thorough analysis of similar platforms worldwide was conducted to identify best practices and innovative features.

4. Accessibility Audit: An audit was performed to assess the platform's compliance with accessibility standards and identify areas for improvement.

Based on the insights gathered from research, the design and development phase focused on:

1. Information Architecture: A clear and intuitive navigation structure was designed to streamline access to key information such as fare regulations, service updates, and feedback channels.

2. Responsive Design: The platform was redesigned to be responsive across various devices, including desktops, tablets, and mobile phones, ensuring a consistent user experience regardless of the device used.

3. Accessibility Features: Accessibility features such as high contrast mode, keyboard navigation, and screen reader compatibility were implemented to ensure inclusivity for all users.

4. Visual Refresh: A modern and visually appealing design language was adopted to enhance engagement and usability, while maintaining brand consistency.

5. Data Visualisation: Interactive data visualisation tools were integrated to present complex transportation data and reports in a user-friendly and digestible format.
The redesigned platform underwent rigorous testing with real users to identify and address any usability issues or bugs. Feedback from testing sessions was used to iteratively refine the platform's design and functionality.

Upon successful testing, the refreshed PTC platform was launched to the public. Post-launch, user feedback and analytics were continuously monitored to evaluate the platform's performance and identify areas for further optimisation.

The platform refresh resulted in significant improvements to the user experience for both commuters and stakeholders. Commuters now find it easier to access relevant information and provide feedback, while stakeholders benefit from enhanced data accessibility and visualisation. The platform's modern design and accessibility features have contributed to increased user engagement and satisfaction.

Through a user-centric approach to design and development, the Public Transport Council (PTC) of Singapore successfully refreshed its digital platform, delivering a seamless and inclusive user experience for commuters and stakeholders alike. The platform serves as a vital tool in promoting transparency, efficiency, and accessibility in Singapore's public transportation system.