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Other projects
“Under my guidance, Sakshi worked on one of the major projects of the company titled, Transport for London which aimed at digitally transforming the taxi and private hire licensing and administration of the UK government. Herein, she was involved in wire framing the application that helped London citizens efficiently apply for and manage licenses, displaying strong problem-solving skills. Owing to her excellent teamwork and communication skills, Sakshi cohesively worked with her colleagues and even capably handled communication across different hierarchies in the team.”
Namita Parab, Design Director, TCS
Design system
Building the experience for TFL back office portal and customer app
Before
After
Track my application
Schedule Vehicle Inspection
Backoffice- Dashboard
Backoffice- Driver's License Case View
Vehicle Inspection App - Dashboard
Vehicle Inspection App - Inspection
Driver Licence Application Wireframes
User Flow: Operator Licence
User flow: Customer Appeals
User flow: List and Record Intelligence
Back office
1. Statistics
2. Configuration
3. Case view
4. Targeted Access
Customer Portal
1. Track my application
2. My licences
3. Notification
4. Chatbot
5. User manuals
6. Schedule booking
7. Accessibility
Common features
1. Dashboards (Customizable widgets)
2. Payment portal
3. Worklist
4. One stop service section
Building the experience for TFL back office portal and customer app
Throughout each sprint, I created a comprehensive set of screens for multiple user tasks across different applications and platforms, to continuously enhance the project and present progress updates to the team.
The solution
Revamping the customer portal for streamlined process of license application and management
at the same time also ensuring that the backend processes were robust enough to support the frontend innovations
IA and user flow
The problems that the applicants and the administration faced
Lack of a unified platform
Reluctance in digital adoption
Lack of holistic understanding
No realtime feedback
Delayed inter-departmental communication
Confusing navigation
Ambiguous platforms
Too much paper work
The challenge
Redesign the Taxi and Private Hire (TPH) licensing and administration portal, transitioning the entire system online to create a paperless workflow, benefiting approximately 115,000 taxis and private hire vehicles across London.
The result
A Backend as well as a Customer web app, enabling TFL to provide faster updates on license applications across three distinct categories:
• Driver's licenses
• Vehicle licenses
• Operator licenses
Key impact
Digitizing the TFL licensing system will:
• 50% Faster Processing: Reduced application processing time from 4 weeks to 2 weeks.
• 70% Fewer Dropouts: Simplified navigation significantly decrease user dropouts.
• 60% Lower Admin Load: Automation streamlined processes, reducing administrative tasks.
• £1 Million Savings: Achieved annual operational cost savings of £1 million
Transport for London
Digital transformation of taxis and private hire licensing and administration for UK government
Background
Transport for London (TFL) is the foremost transportation authority in the world, guided by the Mayor's Transport Strategy with its innovative approach to managing urban transportation in London with the use of technology and data. It targets that 80% of all journeys will be made on foot, by cycle, or using public transport by 2041. While at Tata Consultancy Services in India, I contributed to a transformative partnership with TFL.
Roles
User Experience, Visual Design, Design System, Research, Wireframing, Product Ideation
Team
4 UX designers (Sakshi, Rajat, Shraddha, Milind)
4 UI designers (Dhroov, Apvora, Prathemesh, Dheeraj)
1 Design Lead (Kajal)
Duration
5 months
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