Wayfinding at the Department of Transport and Planning,Victorian Government
As a Wayfinding Delivery Support Officer within the Customer Experience Division at DoT, I was responsible for ensuring a great experience for public transport passengers.
That involves a mixture of user experience design, project management, communicating with suppliers and quality control, as well as budget tracking and processing estimates and invoices.
In this role, I was always trying to put myself in the shoes of passengers, through workshops such as travelling in the shoes of others, Try Before You Ride event, empathy mapping for service changes, and user tests for new designs.
I became known as the person with lots of emotions, and good at empathy mapping and user test exercises.
Greenfield Bus Recoordination
This project was a true test of my resilience, endurance and team working skills.
In a period of 6 months, me and 3 other Wayfinding Delivery Support Officers worked on updating timetable and signage for more than 15000 stops. It was labour intensive work, a true testament to our project management and team culture.
I worked on Greenfield at the same time as NSC packages, Bendigo Station Upgrade, Rowville FlexiRide, Yarra Tram asset update, Rapid Running, All Door Boarding and many more projects.
Learn more about this massive group effort here.
Rowville FlexiRide
Rowville FlexiRide is a new on demand public transport service that was added to PTV network in December 2021.
I worked on this project from the beginning to end, and took way more responsibilities than my role usually required. This was a great experience in designing the wayfinding and signage system from scratch, working with the creative studio to find the best option, and influence the marketing and comms teams to take on a cohesive approach.
I enjoyed this project very much, I had the chance to work on it from the beginning, and bring a new service with new wayfinding system to the network.
Convincing my colleagues from other teams to take a new approach for the communication around this service, was challenging. we could not use any of our existing journey planning platforms for this service, and hard to break the frame of our processes.
Read more about my solution here.
International recognition - UITP Awards 2021
The international Association of Public Transport (UITP) recognises the most ambitious and innovative projects of the last two years in cities and regions around the globe in the biannual UITP Awards ceremony.
in 2022 Rowville FlexiRide received the UITP Award in the design category, for showcasing the value of good design in elevating user experience.
Demand Responsive Transport systems are a win for both the operator and the passengers. The optimisation of the service and the convenience and flexibility of booking provides a great solution for low-density areas.
I traveled to Dubai for the UITP MENA conference and the UITP Awards ceremony. This was a great experience in representing DoT on a global stage, and connecting with my international colleagues.
