Streamlining Vancouver's Public Commute

OneStop

Public transit should be straightforward, yet many find it challenging. I developed a mobile app to make fare management and trip planning easy and efficient. OneStop enhances commuting for both riders and operators.

As a daily transit user, I understand the hassle of managing multiple apps and delays. OneStop is designed to streamline this process for a smoother ride. It began as a UX challenge, but what I ultimately designed was confidence - the ability for someone to move through their day with fewer doubts, fewer taps, and more trust in the system around them.

This project was more than just creating a transit app—it was about understanding when to take action, when to move on, and truly focusing on what matters to people.

4 weeks

product designer

Vancouver

figma

The Challenge

Public commuting in Vancouver is functional but lacks efficiency. Outdated systems, physical fare cards, and unreliable updates frustrate users. Commuters often manage multiple accounts and struggle with transfer times and bus locations.

The Design goal

I wanted to create something I’d actually use on my own commute—an app that simplifies checking bus schedules, managing fares, navigating routes, and alleviating daily hassles by offering crucial trip planning information.

My role

This was a solo project, so I had to flex across every part of the process—from digging into research and mapping out the commuter journey to designing the interface and running usability tests. It was four weeks of hands-on building, learning, and refining what a better transit experience could look like.

ux research

I started by putting myself in the commuter's shoes—literally. Surveying 35 users and interviewing 5 commuters and 3 drivers revealed key insights: reliance on physical fare cards, confusion in trip planning, and concerns about transit reliability. Drivers highlighted issues like outdated fare machines. These findings underscore the need for a unified tool for fare management and trip planning.

“It takes too long to check when the next bus is coming. I usually just wing it.”

Survey respondent, 34

“I get confused switching buses, especially if I have to wait outside. I wish it told me what to expect.”

Survey respondent, 40

"Reloading is always annoying. Why can’t I just do it on an app?"

Survey respondent, 32

Peter Nguyen (29)

Paralegal Assistant

Commuter Persona

Vancouver, Canada

Peter works full-time downtown and commutes from East Vancouver. He relies on public transit daily but often feels frustrated by unreliable bus timing, confusing app layouts, and having to switch between multiple platforms to plan his trip or reload his Compass card.

Goals

Get to and from work on time with minimal stress
Avoid confusion around bus/train routes and transfer time
Use a transit tool that’s easy to navigate and doesn’t waste time
Track fare balance easily and top up without hassle

Pain Points

Gets confused transferring lines, especially at unfamiliar stations
Often checks bus arrival times manually via texting or other apps
Finds it stressful when stops or alerts aren’t clear in real time
Physical Compass Card feels outdated—no mobile integration
Limited visibility into his transit spending or account

Gain Points

A single app that shows accurate arrival times and routes
Ability to reload fares and manage accounts directly from his phone
Real-time notifications for delays, updates, and trip progress
Intuitive navigation UI that removes the guesswork at busy stations
Feels in control of his commute and spends less time troubleshooting

Riders shared their frustrations, and drivers explained the reasons behind them

After hearing directly from commuters about their challenges, I spoke with 3 Translink Bus Drivers to get a fuller picture of the transit experience. While riders told me what felt frustrating, the drivers helped me understand why those frustrations happen. Their insights helped me design something that works not just for commuters, but for the people making the system run every day.

Dan Wilson (47)

Translink Operator (Bus driver of 8 years)

Stakeholder Persona

Burnaby, Canada

Dan is a seasoned transit operator who works busy commuter routes. He knows the system well, but daily challenges like service delays, unexpected rider questions, and unclear communication from dispatch can make his job harder.

Goals

Stay on schedule and manage bus capacity smoothly
Minimize rider confusion and improve passenger experience
Reduce fare-related interruptions at boarding
Support an efficient, safer, and less stressful transit flow
Have access to real-time system status and alerts from dispatch or app

Pain Points

Picks up frustrated passengers who’ve been skipped due to full buses
Fare readers often lag, causing delays and crowding at the entrance
Has limited ways to communicate status updates to passengers
Difficulty adapting to fast-changing rules during lockdown periods
Passengers frequently ask for help with fare issues he can’t resolve on the spot

Gain Points

A self-service tool for fare top-ups and balance checks
Promoting the use of apps for quick, contactless payments to help clear up station bottlenecks
Fewer rider complaints about delays, missed stops, or unclear routes
Feeling part of a modernized, tech-supported transit system that works with drivers, not just for users
Reliable trip data for better planning and less stress

Mapping out the commuter journey connected the dots: commuters sought a straightforward, efficient way to travel without confusion

Surveying 35 commuters revealed recurring issues: unclear transfers, outdated fares, and navigation confusion. Most people weren’t planning trips ahead—not because they didn’t care, but because the tools made it frustrating. Between Compass Card hiccups and confusing transfer info, the process felt clunky.

Analyzing findings to identify design opportunities

80% of commuters still rely on physical Compass Cards, lacking mobile integration.

There’s a big opportunity to bring transit fare management into a seamless digital experience.

70% of riders experience anxiety during route transfers.

Users need clearer, real-time navigation support to build confidence and reduce stress during trips.

52% face daily fare reader issues, causing delays and confusion.

Technical pain points disrupt the commute and reduce trust in the system—making smooth interactions crucial.

Only 38% plan trips ahead due to unclear or hard-to-find information.

Simplified trip planning tools that are easy to access can encourage better preparation and reduce wait times.

Bus drivers struggle with overcrowding and fare discrepancies.

Stakeholders on the transit side also need better tools and real-time data to improve service reliability.

problem solving

Vancouver's transit system faces outdated fare tech, poor planning tools, and no real-time updates, causing stress

The city's public transit struggles with outdated fare systems, inefficient planning tools, and lack of real-time updates, causing stress and confusion. Bus drivers deal with overcrowding and unreliable fare tech, leading to rider miscommunication. The system lacks control for users.

OneStop integrates fare management and trip planning into a user-friendly mobile app, enhancing trust and ease of use in public transit

I envisioned an app that consolidates trip planning, live updates, and fare management, eliminating guesswork and enhancing convenience for commuters. My focus was on creating an intuitive, user-friendly experience.

designing the solution

Simplifying account management by removing unclear steps and providing clear guidance

I looked at how people were adding fare accounts and planning their trips. Commuters are able to top-up their fare digitally through the Compass Card website by logging onto their account—not to mention the update time: could take up to 24 hours.

Enhancing trip planning with smarter navigation tools

I implemented a feature enabling commuters to utilize a navigation tool integrated with Translink vehicles, providing real-time updates and status information.

wireframing

Before using Figma, I sketched ideas to visualize how elements like fare management and trip planning would integrate. This helped identify issues early and allowed creative exploration.

design hiccup

At one point, I thought—what if riders could tap their phone to request a stop instead of pulling the cord to let the driver know you'd want to get off at the next stop?

It seemed innovative and accessible, especially post-lockdown, but required more technical research. I documented it and refocused on fare management and navigation.

prototyping with figma

I used Figma to create a low-fidelity prototype, focusing on testing usability and navigation flow before finalizing the design.

Conducting usability testing with 10 commuters using the prototype, noting their thought processes and any challenges faced

I assigned two tasks and monitored completion, misclicks, and time using Hotjar to refine the design:

Add an existing account to manage fares
Find the real-time status of a vehicle

Task 1: Add an Existing Account

90% completed the task, with 60% finding it easy. Users liked the simplicity but suggested reducing clicks.

Task 2: Check Vehicle Status

78% completed the task, but 30% found it difficult, with a 29% misclick rate. Users wanted clearer navigation and more upfront status information.

Intuitive interface & navigation

The goal was to highlight key information and ensure interactions were seamless. I enhanced the visual hierarchy by adjusting size, color, and spacing to naturally guide users. With refined designs, the app now appears cleaner and more intuitive, enabling users to navigate efficiently.

“I liked how simple it was to add my account, but sometimes I wasn’t sure where to tap next.”

Participant 1

“Seeing the bus arrival times took a moment to find — maybe it could be easier to access?”

Participant 2

post-iteration results

Post-iteration, task success climbed to 90%, misclicks dropped by 30%, and users completed tasks faster. The app felt smoother and more intuitive—just what daily commuters need.

“The clean, simple design makes it feel welcoming for everyone.”

Commuter 4

“It was super easy to check my bus status without digging around.”

Commuter 1

learnings & Reflections

User-centered simplicity wins

Testing highlighted the need to design for actual users, not assumptions. Initial wireframes lacked clarity and button hierarchy, but refining them ensured a user-friendly experience.

Prioritize essential features

Public transit involves many stakeholders, and a single design change can affect the whole system. By focusing on essential features, I developed a streamlined app that addresses key commuter issues.

Full-cycle growth

Managing all aspects—from research to iteration—sharpened my skills and empathy, highlighting that effective UX stems from understanding users' needs.

final thoughts

This project wasn’t just about designing a transit app—it was about learning when to push, when to pause, and how to stay grounded in what people actually need.

If I had more time, I’d keep refining the features, open up accessibility testing, and dive deeper into edge cases—but for now, I’m proud of where this landed.