Regional Transportation Commission of Southern Nevada

Summary.

Challenge
The Regional Transportation Commission of Southern Nevada (RTC), is like any other municipal transportation agency in the country. Not only do they provide public transit, but they are also responsible for traffic management and roadway planning and engineering.
Their website sees millions of visitors every year and services wide demographics from foreign tourists, to local fixed-route riders and contractors and builders. But they had a problem: their website was outdated in terms of usability, architecture, and CMS editing capabilities.

Solution
Over the course of 2 years, we conducted numerous activity analyses and participatory design exercises with over a dozen RTC departments, analyzed existed research, performed additional research, and developed prototypes for preliminary testing. Using a phased launch approach with formal evaluation methods, we were able to test and release iterative design to create a website that was accessible and useable for all users and could be managed by many internal departments. The website received overwhelmingly positive feedback from both users and internal employees. Further formal evaluations were performed post-launch to assess the overall value of the website and make future recommendations. 

Research methods used:
Internal interviews, in-person and online surveys (open and closed-ended questions, SUS variations, Likert, NPS), usability testing, prototyping. 

Example of online survey during phased launch testing
Example of online survey in post-launch formal evaluation
Information Architecture Map

PROJECT DETAILS

Date

2017 - 2019

CATEGORY

UX/UI Design, Research, Human Computer Interaction, Usability Testing, Formal Program Evaluations

Additional credits: Tom Madrid (developer), Jeremy Thompson (project manager)