Reimagining the Opal app
Elevating the Opal App to enhance personalisation, safety, and convenience for transport users
Client: Transport for NSW
Role: UX Researcher, Ideation
Platform: iOS app
Deliverables: UX research, UI screens, Prototype
The Background
The Opal app is Operated by Transport for NSW as part of the public transport users, helping people plan trips, check timetables, and manage their Opal cards. With growing user expectations and evolving competitors, there was an opportunity to rethink the app experience, focusing on accessibility, personalisation, and smarter journey planning.
Challenge & Approach​
Tasked with redesigning the Opal app, our team of 20 was encouraged to take a "blue sky" approach, to think beyond current constraints and exploring ideas for improvement. My role was to collaborate across research, ideation, and prototyping to reimagine how the app could better serve diverse users, enhance safety, and simplify travel across the entire network.
We analysed survey and interview data from public transport users collected by Transport for NSW and conducted our own heuristic evaluations of competitors.
We identified four key areas of focus: safety, convenience, personalisation, and awareness and ran these insights through four individual personas.
Caring Caitlyn
“I am super organised, 
but as a new mum, flexibility and accessibility are most important in my trip planning.”
Routine Ralph
"I am task-driven, motivated, and competitive. I'm always busy and can't afford to disrupt my routine by being late."
Intrepid Isabella
“I am a woman alone in an unfamiliar city, clear direction, multiple route options and safety are my primary concerns.”
Studious Sam
“I need to get to uni and work efficiently and on time. A reliable app that helps me stay organised and adapt to changes is crucial.”
We used How Might We, customers journeys and empathy mapping to generate new feature ideas and storyboards to visualise the outcomes.
The Solution
We redesigned the Opal app to deliver a more intuitive and personalized travel experience, with a focus on improving trip planning and accessibility. The updated features were tested with 13 users and achieved an average success rate of 81%, validating key design decisions and highlighting meaningful improvements in navigation, ease of use, and overall satisfaction.
TravelSafe - A new safety feature
To improve safety for individuals who may feel vulnerable while travelling, we designed a feature that allows users to connect with frequent commuters on similar routes, fostering a sense of community and security. This feature was a key aspect of our solution and was highly praised by the client for addressing a real-world need.
Improved trip planning
We enhanced trip planning, allowing commuters to choose their preferred transport mode and quickly access frequent or saved trips for added convenience. We ensured inclusivity by adding icons that show whether a transport option is accessible (e.g., wheelchair-friendly), helping users make informed choices based on their needs.
The Outcome
The client was thrilled with our approach, particularly our focus on user safety and personalised features.