Mexico Road Toll System
A Human Centred Optimisation
Background
The study is an industry research project for the Secretariat of Communications and Transportation in Mexico conducted to understand the issues facing the road toll system in the country, assess it through a digital experience design perspective, and work on a possible proposal for an enhanced user experience solution.
methodology
Research
Qualitative & Quantitative
Field Studies
Expert Interviews
User Interviews
Desk Research
Analysis
Affinity Mapping
Problem Statements
5 Whys
Ideation
Lateral Thinking
Negative Brainstorming
Findings
Insights:
Examined global road toll technologies.
Concluded pure cashless system unsuitable for Mexico.
Identified need for hybrid technology accommodating cash and cashless options.
Challenges:
Safety concerns, fraud, and inefficiencies prevalent.
Lack of motorist engagement with existing system.
Preference for automated lanes hindered by inefficient tag top-up solution.
Impact of Cash Usage:
Increased health risks, theft, and inefficiencies.
Reduced traceability of funds, heightened corruption risks.
Focus - Reducing Cash:
Prioritized mitigating cash usage due to inherent risks.
Acknowledged limitations in addressing broader safety and fraud issues.
Idea Wireframes & Flow
Concept & Usability Testing
In order to ensure a human centred outcome, testing the prototype's desirability, feasibility, and viability were conducted in an agile way. After each test, results were assessed and changes made, leading to the final result.
