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Taxi and Private Hire Licensing & Administration

Platforms
Digitally transforming the
Website, Mobile, Tablet
Location
Industry
Public Services,
Citizen Experience
London, UK

How it all started

TfL is the foremost transportation authority in the world with its innovative approach to managing urban transportation with the use of technology and data. TfL is guided by the Mayor's Transport Strategy and target’s that 80% of all journeys will be made on foot, by cycle or using public transport by 2041. 

TFL partnered with TCS to design, implement and operate a new smart mobility system that will digitally transform taxi and private hire licensing and administration, benefitting around 1,15,000 taxis and private hire vehicles.

TPH licenses London's taxi and private hire drivers to ensure a safe and reliable service for the public.

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Project Brief

Making a big change

Re-designing the TPH portal to transform the entire system online and making their processes/services paperless.

Scope of work

TCS interactive team helped bring this concept to life by providing deep expertise in research, UX design, visual design, pre-development activities. The team provided comprehensive and robust solutions based on 4-D methodology, that combined: 

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Discover

• Knowledge/Requirement gathering 
  sessions  with the process owners.
• Design workshops with the customer.
• Understanding the user and their needs and goals.
• Benchmark analysis.

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Define

• User journey mapping
• Collaborative sessions with the process owners
• Information Architecture
• Crazy 8 exercise/Features
• Task analysis

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Design

• Wireframes
• Visual Design and Prototyping
• Communication Design

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Deliver

• Information Architecture
• Wireframes
• Design System
• Visual Design
• Communication Design

Research with the User

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WHAT

Research methods involved

• Benchmark analysis
• System walkthrough
• Secondary Research
• Process owner workshop

WHY

To understand

• User categories, goals and their needs: Customer Portal and Backoffice Portal
• Pain points and drawbacks of existing TPH portal
• To understand the future vision of the portal
• To understand how the portal works holistically
• To understand the workflow/system of other Govt. organizations 

Insights from the workshop and research helped us to identify the needs and challenges of the target user groups (Customer Portal and Backoffice Portal) : 

Lack of a unified platform

There are multiple departments, users as well as services provided by TfL and there is a need to organize all those under one roof.

Reluctance in digital adoption

Due to unavailability of a proper online digital platform, the users till date are using the offline method of application via e-mail, phone, post etc.

Confusing navigation

The current solution is ambiguous with confusing navigation which can lead to user drop outs from the portal for online applications.

Lack of holistic understanding

Overall a system is required which connects the two parties:

a) TfL b) Applicant, in a seamless way. The user lacks a 360 degree view of the complete process.  

Accessibilty

The solution has to cater to a 'diverse' target audience, and hence it 
needs to be accessible to all population in general.

Delayed inter-departmental communication

The communication between different departments should be quick, seamless and convenient.

No realtime feedback

The current solution/method does not provide any 'real time' feedback as well as status to the user. In short the user lacks a 360 degree view of the complete process.  

Ambiguous platforms

Currently the information targeted towards the same user is divided between two different platforms/portals, making it difficult to take an informed and quick decision.

Mobile compatibility

There is a need of a responsive as well as an adaptive solution for different screen types and sizes.

Ideation and Designing

Insights from the workshop and research helped us to identify the needs and challenges of the target user groups (Customer Portal and Backoffice Portal) : 

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COMMON FEATURES

  1. Dashboards (customisable widgets)

  2. Payment portal

  3. Worklist

  4. One stop service section

  5. Two separate but co-independent systems

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BACKOFFICE

CUSTOMER PORTAL

  1. Track my applications

  2. My Licences

  3. Notifications

  4. Chatbot

  5. User Manual

  6. Schedule Booking

  7. Accessibility

  1. Statistics

  2. Configuration

  3. Case View

  4. Targeted Access

Experimenting with Wireframes

Once the research were done, we started ideating by wire framing the solutions. The main goal of the solutions was to make the flow as quick and easy as possible. As the website prioritised simplicity in wireframe designs, ensuring an easy and intuitive user experience. Streamlined layouts and interactions to minimise complexity.

‍Focused on designing wireframes with enhanced accessibility, employing clear navigation and straightforward visual elements to accommodate users of varying technical proficiencies.

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Designing the Interface
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The Redesigned Licences
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Takeaway from the Project

The TCS project with Transport for London taught me a lot about making things easy for users and working well with others. We had to help 80,000 people in London get their commercial licenses smoothly.

 

Breaking down the complicated forms into six parts made it much simpler for them. Teamwork was crucial – we had people who knew about design, coding, and testing, and everyone contributed ideas.

 

It was also important to get along well in a team with people from different backgrounds. The project showed me that it's not just about building a website; it's about making things that work well for people. The success of the new website for government licensing in London proves that thinking about users and working together can solve big problems effectively.

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