Building trust with a clear, accessible TPG app

Start with the journeys that matter most

Before testing, we defined the moments users value most: planning a route, choosing an alternative, understanding disruptions, buying or presenting a ticket. This kept the effort focused, with a clear goal: protect passenger autonomy on the essentials first - then refine the rest. The result was a test scope that was tight and actionable.

Lab testing to spot the cracks

We ran 15 moderated lab sessions to assess understanding, navigation, and information clarity. A controlled set-up makes it easier to see exactly where people hesitate, what they miss, and what they misread. Each issue was documented with its context and its impact on the trip, then translated into pragmatic fixes to address before release.

A journey can feel clear in a lab - and fall apart as soon as time pressure, live conditions, and the unexpected kick in.

Real-world use reveals everyday friction

To complement lab findings, 20 people used the app for 7 days via a diary study. This captures what a test session often can’t: context constraints, multitasking, fatigue, recurring trips, last-minute changes. We cross-analysed stories, screenshots, and “moments of doubt” to separate one-off irritations from structural problems - and fine-tune priorities before launch.

Accessibility makes invisible blockers visible

A VoiceOver evaluation with blind users uncovered concrete obstacles: elements not announced, confusing reading order, actions that are hard to trigger. By combining lab + field + accessibility, we produced 40+ prioritised UX recommendations, along with a decision-ready debrief: what to fix first, and which choices to validate before launch to reduce risk.

Testing before launch means spotting what could weaken trust - and fixing it before the first trip.