We were tasked with redesigning the Savannah Payment Parking Experience. The website touch points were out of sync and the language was confusing and made the User feel confusion/frustrated. The experience also treated the user as customer rather than someone who was required to be there so treating them as customer would leave User feeling confusion/frustration. We focused on making the process as simple as possible with the touch points making the User informed but not overwhelmed with unnecessary interactions/information that would lead his ultimate goal of paying the parking/appealing ticket as quickly as possible.
Name:Rick Davis 20
Description: Rick Davis is a Junior at SCAD and is on a budget. He has rent due at the end of the week but he wants to pay one of his two parking tickets which will cost him $25. Rick Davis parked overnight in a sweep zone one night while he was partying. The other ticket is from his roommate parking downtown when he to the library.
Name:Debra Alan 45
Occupation: Teacher, Tourist in Savannah
Description: Debra is a tourist in Savannah, visiting because of St. Patricks festivities. She went out to dinner the day after St. Pats and had too much too drink and took a cab home, leaving her car overnight. The meter ran out before she could get to her car in the morning and she received a $25 ticket. She wants to pay this ticket quickly and easily before she leaves Savannah in this week.