Redesigning the Hub of Transit, Traffic, and Planning for Southern Nevada
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, roadway planning, and engineering. Their website sees millions of visitors every year, from locals to tourists, and contractors to builders. Their website was outdated in terms of usability, architecture, and maintenance capabilities.
An Iterative Approach That Put Users First
Over one year, we conducted numerous activity analysis studies and participatory design exercises with over a dozen RTC departments. We also analyzed existing research, gathered new research, and developed prototypes for preliminary testing.
Using a phased launch approach, we tested and released an iterative design to create a website that was optimized for all users and could be managed by internal departments. The website received very positive feedback from users and employees.
PHASE 1
Understanding Through Research
Leveraging data from Google Analytics and direct user feedback, we identified key audience behaviors—what tools they used most, where they spent time, and how they felt about the experience. To validate and expand on these insights, we ran targeted surveys with RTC’s existing user base, generating fresh, quantifiable feedback that informed product decisions and prioritized improvements.
PHASE 2
Analyze and Plan
We conducted stakeholder interviews across all RTC departments to gain insights into their perspectives on the existing pain points, considering both customer and contributor experiences. Additionally, we explored potential enhancements that could benefit transit riders and other user groups. We synthesized this information with our prior research findings and card sorting exercises. This resulted in a streamlined and user-friendly information architecture on the front end. Furthermore, on the back end, these discussions aided in defining various CMS user roles and their corresponding access privileges.
PHASE 3
Design
We used the RTC’s existing brand guidelines to build a design system. We created global components within the CMS that any appropriate internal stakeholder could easily manipulate and edit. We focused first and foremost on design for mobile, as a majority of the audience were riders on mobile devices.
PHASE 4
Evaluate
We gathered NPS scores and general comments from users on the website to gauge how much it improved. It received overwhelmingly positive feedback from both the public and stakeholders.
