Toronto's wallet payment audit and updated user experience.
A top-tier client was facing a surge of negative reviews due to frustrations with their in-app parking payment experience. To address this, I conducted a comprehensive audit of the existing app flow, analyzing both the user experience and feedback from customer reviews. This process helped identify key friction points contributing to user dissatisfaction. The insights gained informed targeted design improvements aimed at streamlining the payment process, enhancing usability, and ultimately improving customer satisfaction.
Users faced significant frustrations with the parking payment process, leading to an increase in complaints and poor app ratings. Inconsistent flows, unclear messaging, and unnecessary steps created barriers to a seamless experience, negatively impacting user satisfaction and engagement.
Senior Product Designer
UX/UI Audit
Hi-Fidelity Designs
Usability Testing
Maze
Figma
From the the audit I was able to uncover additional issues that were not previously addressed by users. Findings include:
The usability testing results were better than we had anticipated. The overall system usability score was 86.06, nearly 27% higher than industry standard. We were ultimately delighted to provide a more streamlined experience for our customers in Toronto. Over the following months after the release of the updated user experience we began to notice an uptick in positive reviews, a metric that certainly pleased the Toronto Parking Authority.
