Reducing ticket transaction time from minutes to seconds across TL's public transport system.
ProjectModernizing ticketing and operational systems for Transports publics de la région lausannoise (TL)
TeamSwiss product team, PM, BA, developers
Scope• Ticketing interfaces
• Selling points
• Back-office systems
Transaction time
93% reduction
Users impacted
Daily commuters
Operational scope
Public transportation plays a central role in the daily life of Lausanne residents.
The TL network manages thousands of commuter journeys every day.
To support this scale, TL partnered with ELCA to modernize several operational systems and customer touchpoints.
As the UX designer on the Vietnam-based team, I collaborated with Swiss colleagues to design solutions that improved both customer experience and operational efficiency.
The existing systems suffered from several operational inefficiencies.
Key challenges included:
Ticket purchases could take up to 7 minutes due to complex interactions and inefficient workflows.
This created frustration for commuters and operational overhead for TL employees.
The approach followed a standard research-to-validation process: understanding commuter behavior and operational needs with the business team, prototyping alternative interaction models, and validating concepts with users and internal teams before implementation. Throughout, I worked closely with the engineering team, developers, PM, and QA, reviewing each built element against the design to make sure quality held up through implementation, not just on paper.
The previous ticket purchasing flow required multiple steps and complex navigation.
The redesigned interface simplified ticket selection and streamlined the interaction process.
Transaction time reduced from 7 minutes to 30 seconds.
Users previously had little confirmation that their transaction was progressing correctly.
The new interface provided immediate visual feedback during ticket purchasing.
Reduced confusion and improved user confidence.
The project also focused on improving the operational tools used by TL employees.
Workshops and interviews with staff revealed inefficiencies in reporting, payment handling, and resource coordination.
New interfaces simplified money transactions, employee management, and reporting workflows.
The redesigned system had measurable operational impact.
01Designing for public infrastructure requires balancing usability with operational reliability.
02Close collaboration between design, engineering, and business teams is essential when modernizing complex systems.
03Even small interaction improvements can produce significant efficiency gains at scale.
This project was one of the most rewarding experiences of my career.
Designing systems used by thousands of commuters every day reinforced the importance of clarity, efficiency, and collaboration in large-scale digital services.