Transport
Punblic Sector
Unverse Diagrams
Project
mindfulness
On joining TfL the strategy work was incomplete, unfocused and mainly done by an external agency trying to sell big but unproven ideas. They had delivered half a site due to time constraints and no real documentation. We needed to see where we were.
Method
service_toolbox
I spent a lot of time on the site and did a series of one to one stakeholder interviews around the business to understand how the site was perceived and how it was structured. I iterated a series of diagrams to try and capture the overall system for TfL online.
Outcome
Elevation
An ‘at a glance’ indicator of the relationship between parts of the TfL online experience.
The basis for user types for TfL with key attributes that was used to build user scenarios to test new features.
A clear indicator to what was key to the Online team to better plan team actions and to provide clear separation for other teams, this prevented the central team from being over stretched.
This Universe diagram allows for a quick overview of how all the online services are related, what works with what, how big they are and if they are part of the central online experience.
User attributes were used to build user types for scenarios. These were based on research.
Travel modes where also represented to provide an overview of the services TfL provided.