Streamlining Vancouver's Public Commute

OneStop

Public transit should be simple, yet many find it complex. I aimed to create a mobile app that makes fare management and trip planning intuitive and helpful. OneStop simplifies 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.

4 weeks

product designer

Canada

figma

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 Outdated systems, physical fare cards, and unreliable updates frustrate users.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.

How might we create a digital tool that gives commuters more control and clarity in their daily transit experience?

I wanted to create something I’d actually use on my own commute—an app that made it easier to check bus times, manage fares, navigate routes, and avoid those little daily headaches. 

My goal was to design a tool that felt straightforward and human, with just the right amount of information at the right time—so users could plan trips, make transfers, and get where they’re going without stress.

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. 

I wore every hat: researcher, designer, tester, and everything in between. It was four weeks of hands-on building, learning, and refining what a better transit experience could look like.

I started by putting myself in the commuter's shoes—literally. I surveyed 35 regular riders and followed up with 5 interviews to get to the heart of their routines, needs, and frustrations. I also connected with a TransLink bus driver to see the other side of the story.

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 Drivers highlighted issues like outdated fare machines.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

The 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

Behind the Wheel with the Stakeholders

After hearing directly from commuters about their challenges, I spoke with 3 stakeholders to get a fuller picture of the transit experience.

Talking to 3 bus drivers gave me a more honest look at how things really work behind the scenes. 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)

The 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
Have access to real-time system status and alerts from dispatch or app
Support an efficient, safer, and less stressful transit flow

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 tool that helps passengers self-serve fare top-ups and balance checks
Reduced pressure at stops by encouraging contactless, app-based payments
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
Consistent trip data that allows for smoother planning and reduced stress on the road

Making Sense of the Journey

After surveying 35 commuters and mapping out a typical daily transit flow, I saw the same frustrations show up again and again—unclear transfer points, outdated fare systems, and a general lack of confidence when navigating routes. 

Mapping out the commuter journey helped me connect the dots. 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.

What commuters really wanted was simple: a smarter, more supportive way to get from A to B without the guesswork.

Findings Vs. Insights

80% of commuters still use physical Compass Cards without mobile integration.

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

70% of riders feel unsure or anxious when making transfers between routes.

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

52% reported daily issues with fare readers causing delays or confusion.

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

Only 38% plan their trips in advance due to confusing or inaccessible information.

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

Bus drivers expressed challenges managing full buses and fare inconsistencies.

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

Transit shouldn’t feel like guesswork.

Public commuting in Vancouver is hindered by outdated fare systems, inefficient trip planning tools, and a lack of real-time updates, causing confusion and stress. Bus drivers face challenges with full buses and unreliable fare technology, leading to miscommunication with riders. The current system fails to provide a sense of control for all users.

One app. One tap. Less chaos.

OneStop simplifies fare management and trip planning into a single, intuitive mobile experience—making public transit easier to trust, easier to use, and easier to love.

It's the kind of app I wish existed every time I stood at a bus stop wondering if I’d missed it. It brings everything into one place—trip planning, live updates, and fare management—so people can stop guessing and just get going. Every design decision I made came down to one thing: make it feel easy, obvious, and built for real commuters.

My Design Principles

Making it Effortless

Transit should simplify, not complicate.

Prioritize What Matters

Show key info up front—no hunting around.

Design For Real Life

Built for life on the go, not just theory.

Quiet & Clean

Supportive design that doesn’t get in the way.

Fast & Smooth

Keep users moving with speed and clarity.

User Flows: Simplifying Key Tasks

I looked at how people were adding fare accounts and planning their trips. Commuters able to top-up their fare digitally through the Compass Card website by loging in to your account—Not to mention the update time: could take up to 24 hours. Too many unclear steps, and no real guidance.

Managing Accounts Without the Headache

I mapped the existing user flow for adding accounts and planning trips to identify pain points. Then, I redesigned it to be faster and more intuitive by cutting steps and clarifying actions. This before-and-after comparison shows how I made the process easier and more user-friendly.

Smarter Ways to Get Around

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.

Cool Ideas, But First—Fix the Friction

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.

After sketching things out, I used Figma to build a low-fidelity prototype. Nothing fancy yet—just enough to see if it made sense. I wanted to know: Can people actually use this without getting lost? Does it feel easy, or is something getting in the way?

This part was all about testing the flow, spotting any friction, and cleaning it up before diving into the visuals.

Usability Testing: Putting It to the Test

I ran usability tests with 10 real commuters to see how they navigated the prototype. My goal wasn’t just to spot bugs—it was to understand how they thought, where they paused, and what didn’t feel right.

I gave participants two key tasks:

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

From there, I tracked success rates, misclicks, and how long it took them to complete each task using Hotjar. The feedback shaped the next round of design decisions.

Task 1: Add an Existing Account

90% completed this successfully, and 60% found it easy. Users appreciated the straightforward steps but suggested fewer clicks would be even better.

Task 2: Check Vehicle Status

78% completed this task, though 30% found it tricky, and the misclick rate was 29%. Several users mentioned they wanted the status info more upfront and clearer navigation.

Key Iteration: Elevating the Visual Design

After testing, it was clear the app worked well functionally, but the UI needed a polish to make things clearer and easier on the eyes.

So, I focused on improving the visual hierarchy—using size, color, and spacing to guide users naturally through the experience.

The goal was to make important info stand out and interactions feel smooth and intuitive. With higher-fidelity designs, the app now looks cleaner and feels more confident, helping users get things done quickly without any confusion.

“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

The final version of OneStop is a culmination of everything I learned, blending user insights and real commuter challenges. It's a sleek, user-friendly app that makes managing transit fares, tracking vehicles in real time, and planning trips a breeze, eliminating any guesswork.

I kept the interface minimal but functional, with bold tap targets, smart hierarchy, and smooth navigation. Whether you're adding a Compass Card or checking if your bus is full, it just works—quick, simple, and stress-free. Exactly the kind of app I’d want in my pocket during my commute.

After initial testing, I realized the UI needed to feel more cohesive and approachable for all ages and user groups. I focused on improving hierarchy and experimented with dynamic visual design to make everything clearer and more inviting.

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

Final Design Takeaways

After initial testing, I realized the UI needed to feel more cohesive and approachable for all ages and user groups. I focused on improving hierarchy and experimented with dynamic visual design to make everything clearer and more inviting.

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.

OneStop 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.

User-Centered Simplicity Wins

Early testing taught me to design for real people, not assumptions. My initial wireframes were rough, but testing them exposed gaps in clarity and button hierarchy; issues that I've missed from my initial prototype. Keeping the experience clear and approachable made it work for all users.

Focus Over Feature Creep

Public transit is an interconnected web: riders, drivers, city planners, and software systems all influence the experience. One design change will cause ripple effect and influence the whole ecosystem. Resisting the urge to pile on features helped me deliver a streamlined, genuinely useful app that solves core commuter pain points.

Full-Cycle Growth

Taking on every role—from research to iteration—boosted my skills and deepened my empathy, reminding me that great UX is all about understanding users’ real needs.

Final Thought

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.