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Mobiliteit App
Platform
Mobile
Timeline
Tools
Figma, FigJam, Claude
Why study the Mobiliteit app?
What I found
What did users need?
Rather than adding new features, users needed the existing experience to work better.
✓ Plan journeys faster
✓ Understand disruptions instantly
✓ Feel confident when transferring
✓ Access accessibility features easily
✓ Reduce cognitive effort
Where users get stuck
Five participants completed three common tasks: finding a timetable, planning a journey and personalising a saved trip.
Only 6 of 15 tasks were completed without difficulty. The biggest usability issues appeared in two areas:
Timetables and disruptions were difficult to find because they were buried behind unfamiliar navigation and crowded screens.
Saved journeys were rarely discovered, and when they were, users struggled to identify trips because they lacked clear labels.
Turning research into insights
To make sense of the findings, I grouped the insights into an affinity diagram revealing six key patterns that shaped the redesign. The patterns pointed to a common problem: users were repeatedly being asked to search, compare, remember and configure information that could be made more visible or persistent.
From Insight to Opportunity
Six design decisions shaped the redesign. Together, they simplify planning, improve discoverability and reduce cognitive load across the entire experience.
1. Simplify the journey planning experience
Problem
Journey options were presented as long lists with limited visual hierarchy. Users had to manually compare routes and open each option to find key information such as duration and transfers. Accessibility information was only visible after selecting a specific journey. Text also had poor contrast and small font sizes, making information harder to read.
Decision
Redesign journey options into clear, scannable route cards inspired by familiar navigation patterns. Improve typography and contrast. Put essential information upfront, including travel time, transfers, accessibility and service alerts, allowing users to compare options before committing to a route.
Why
A clearer card structure with accessible text styles reduces cognitive load and helps users compare journeys faster.
3. Improve orientation with a persistent map
Problem
The map was only available during live navigation. During planning, users had to rely almost entirely on text, making it harder to understand where stops, transfers and destinations were located.
Decision
Integrate the map into the main planning screens, including Plan, Lines and Journey details, so users always have spatial context while planning and travelling.
Why
Keeping the map visible reduces the effort of mentally visualising a journey and helps users stay oriented throughout the experience.
4. Simplify saved journeys
Problem
Users had to manually create saved journeys through the My Addresses section, hidden inside the main menu. The process required entering a destination, choosing an image or 2 initials and assigning a name, but only the image or initials appeared in the trip planner without title, making saved journeys difficult to recognise.
Decision
Add Save journey actions directly on journey cards and surface saved journeys on the main Plan screen for quick access. Create a dedicated Saved journeys section in the Account screen, where users can view their routes, journey duration, transport modes and any active service alerts.
Why
Making saved journeys easier to create and recognise reduces repeated input and helps users access frequent routes faster.
5. Replace mobility profiles with flexible travel preferences
Problem
Travel preferences were managed through mobility profiles buried several taps deep. Users had to create, edit, save, and select profiles before planning a journey, making simple changes complex.
Decision
Replace mobility profiles with a single Route Options panel where journey preferences can be adjusted instantly. Move long-term accessibility preferences into Account, where they're saved once and automatically applied across every journey.
Why
Most travel preferences are temporary, while accessibility needs are often permanent. Separating these reduces steps and gives users flexibility and consistency.
6. Replace menu navigation with task-based navigation
Problem
The app relied on a hamburger menu that grouped every feature together, making important actions harder to discover and slower to access.
Decision
Redesign the navigation around four task-focused destinations: Plan, Departures, Lines, and Account, with secondary pages nested under Account.
Why
The app now reflects users' mental model: plan a journey, check departures, explore the network, or manage personal settings. The most frequent tasks are always visible and reachable in a single tap.
Information Architecture
Transport apps are often used under pressure, one-handed, while walking, or just before a departure. The information architecture was designed around one principle: reduce cognitive load and make essential tasks easy to find.
The four tabs follow users' mental model: Plan for journeys, Departures for live information, Lines for exploring the network and Account for personal settings
The structure is guided by three principles:
01 - Every core task is reachable in at most two taps.
No essential task is buried inside a large menu.
02 - Accessibility preferences are set once.
Long-term preferences are automatically applied throughout the experience.
03 - Location awareness is integrated throughout the journey.
Maps and spatial information remain available where they help users make decisions.
How does the experience flow?
Building consistency at scale
Reusable components established consistent patterns for navigation, route cards, filters, buttons, maps and accessibility preferences.
Redesign highlights
Information architecture. Four task-based sections make core actions easier to reach.
Journey planning. Route cards surface key information upfront.
Accessibility by default. Preferences persist across journeys.
Visual accessibility. Improved hierarchy, contrast and touch targets.
Expected impact
The redesign focused on reducing the effort required to complete Mobiliteit's most common tasks.
01 - Less searching
Task-based navigation brings core features closer to where users expect to find them.
02 - Less comparison effort
Route cards surface duration, transfers, accessibility and service information before users open a journey.
03 - Less repeated configuration
Persistent accessibility preferences remove the need to repeatedly set the same options.
04 - Better decision-making
Clearer hierarchy and integrated disruptions help users understand the information they need before choosing a route.
Rather than adding more functionality, the redesign aims to make the existing functionality easier to discover, understand and use.
What I'd improve next
Saved journeys. Allow users to save complete journeys and round trips, not only destinations.
Date & time planning. Support planning across multiple days and integrate departure reminders with the device calendar.
Dark mode. Improve readability and comfort in low-light environments.
Interactive map. Make stops, routes, and service information directly tappable.
Offline experience. Provide essential journey information when connectivity is limited.
Reflection
This project changed how I think about redesigning products. My first instinct was to add features, but the biggest opportunities came from removing friction instead.
Every design decision was guided by one principle: reduce cognitive load.
Rather than asking users to search, compare, remember or configure repeatedly, the interface brings the right information forward, simplifies navigation and remembers long-term preferences.
Accessibility became part of that philosophy rather than a separate feature. Better contrast, clearer typography, persistent preferences and larger touch targets don't only support users with specific needs, they make the experience easier for everyone.
If I revisited this project, I would validate the redesign with a more diverse group of users, test across the different languages spoken in Luxembourg, and explore edge cases such as offline journeys, service disruptions and error states.
Project note
This is an earlier project. The original Figma files are no longer available, the interface screens have been recreated for this case study to represent the original design direction and UX decisions.
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