Translink

Giving travelers more control over their journey

A Translink train at a platform
Alert Circle iconRefresh icon

TransLink provides public transportation services for the Greater Vancouver Area (spanning more than 1,800 square kilometers). The services include an extensive bus system, SkyTrain, SeaBus, West Coast Express, and HandyDART.

Challenge

In order to support TransLink with the launch of their new customer messaging framework and back-end system for communicating service alerts, TransLink engaged our UX and design teams to deliver a new, mobile-first, responsive Alerts & Advisories microsite with an improved registration and sign-up process. Given the diversity of TransLink’s customer base, it was also of particular importance that we adhered to AA or AAA accessibility standards where possible/desirable.
Translink logo
Alert Circle iconRefresh icon
Translink website
https://alerts.translink.ca
Mobile phone frame
Mobile screenshot showing the old Translink Alerts website
Alert Circle iconRefresh icon
Mobile phone frame
Mobile screenshot showing wireframe designs for the new Translink Alerts website
Alert Circle iconRefresh icon
Mobile phone frame
Mobile screenshot showing the completed build for the new Translink Alerts website
Alert Circle iconRefresh icon

Insights

Prior to our onboarding, TransLink had already conducted a large period of public consultation and engagement in order to identify issues with the existing system, and some additional customer needs. This gave us the basis for developing core personas, and user stories. The user stories served as our gospel for the project, ensuring that every solution we created was grounded in a verbatim piece of customer feedback. This would enable TransLink to be able to close the gap with their customers and Project Steering Committee at the end of the project, should they wish, being able to demonstrate how each feature directly addressed a specific piece of feedback.
A design asset for the Translink Alerts project showing different alert styles
Alert Circle iconRefresh icon

Solution

As we entered the design phase we paid close attention to evolving TransLinks new brand.

In order to validate our solutions and confirm that they were successfully addressing customer feedback, we conducted in-person user testing over a 2-day period, making small tweaks throughout the process in order to optimize the solution.

Screenshot from the new Translink Alerts website showing transport mode selection
Alert Circle iconRefresh icon
Screenshot from the new Translink Alerts website showing train line selection
Alert Circle iconRefresh icon
Screenshot from the new Translink Alerts website showing an alert for a selected train line
Alert Circle iconRefresh icon

Results

The landing page launched in late October 2018 but there aren’t any metrics to report on as yet. The TransLink project team have received positive feedback though - from internal teams and customers - and are thrilled with the ease-of-use and simplicity in communicating updates to their customers.

Services

Strategy

  • UX Strategy
  • Content Strategy
  • Information Architecture
  • User-flows
  • Design System Creation
  • Launch Plan

Design

  • UX Design
  • Art Direction
  • Creative Direction
  • Visual Design

If you’d like to work with us please send us a signal: