Client: Transurban | Event: Usability Hackathon | Location: Alexandria, VA | Duration: 15 Hours

Introduction: Addressing User Friction in Toll Payments

The Express Lanes website faced critical usability challenges, leading to:

• High user fines due to lack of payment awareness
• Complex payment workflows causing friction
• Poor mobile optimization, increasing drop-off rates
• Limited error prevention mechanisms

Busy and Cluttered Portal

Project Scope

• To optimize the payment experience for Express Lanes users.
• Reduce the number of fines by improving clarity in toll payments.
• Enhance the UI/UX flow for both web and mobile platforms.

Methodologies Applied

• Heuristic Evaluation
• User Interviews & Feedback Analysis
• Competitor Benchmarking
• System Usability Scale (SUS) & User Experience Questionnaire (UEQ)
• Agile Design Sprints

Problem Definition: Where Users Struggle

"Users were unaware of toll charges, and the payment process was unintuitive, leading to fines."