ERIN CLAUSEN-McGEE
Freelance designer

Washington State Ferries (WSF) Mobile Application


Year: 2023
Timeline: 1 month
Tools: Figma, Google Forms
Tags: UX Research, UI Design The Washington State Ferries (WSF) system is a vital transportation network that connects various communities across the Puget Sound region. As the largest ferry system in the United States, and second largest in the world, WSF plays a crucial role in the daily commute and travel plans of many residents and visitors.

However, the existing application could benefit from a user-focused redesign to enhance the user experience and better meet the needs of ferry passengers specifically.This case study will focus on following: 

1. Current challenges users experience while using the WSDOT application and website on a mobile device
2. Proposed features
3. Task flow
4. User-centered redesign


DEMOGRAPHICS


INTERVIEW HIGHLIGHTS

 “It would be nice if the schedules were clearer. I don't care so much for information on the Walla Walla, I just need schedules.”

“I would like a more streamlined schedule and ticket buying experience (fewer clicks, less searching). Also, integration with the native phone wallet would be great.”

“Navigating the schedules is awkward”

“I can't use a mobile app or Apple Pay at turnstile”

“I’d like more reliable or timely vehicle holding info”




    PAIN POINTS

    • No in app checkout or native wallet such as Apple Pay
    • Ferry schedules can be difficult to navigate (many clicks)
    • Ferry ETAs / departures can be unclear during times of delay and peak season

    PROPOSED FEATURES

    • Updated ETAs times
    • Straightforward route schedules
    • Apple Pay checkout
    • Link Orca Card

    CURRENT TICKET PURCHASE PROCESS ON MOBILE DEVICE





    PROPOSED USER FLOW







    PRELIMINARY SKETCHES







    WIREFRAMES

    MOCKUPS