CLARA ZORZOLI
Clara is a freelance digital product designer based in Berlin.
With over a decade of diverse design experience, she has left her mark on a wide range of projects, ranging from crafting comprehensive Design Systems and intuitive interfaces to designing typefaces and immersive experiences.
Her portfolio spans the digital and physical realms, encompassing the design of services, editorial publications, data visualisations, animations, album covers, and product packaging.
With a keen eye for detail and a passion for tackling complexity head-on, Clara is now dedicated to crafting innovative solutions that sit at the core of the product experience.
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LinkedIn / Instagram INDEX / 04 TELEPASS PAY
Designing the experience of mobility-related services, from discovery to seamless payment.
Design of the apps UX and UI
Responsible of the entire app process, from MVP to the stores
The company
Telepass Pay is a circuit of payment for all mobility and mobility-related services. It has been developed by Telepass, the Italian company that owns and manages all motorway tolls. Telepass Pay it's also the name of the app which aggregates all the mobility services like sharing mobility, parking, fuel, taxi, and many more.The challengeThe main design challenge for this app was to overcome the many difference between services, flows, feature releases, user knowledge, and cities. The product is a mobility aggregator, in which every service has its own flow. Some of these services (like the city parking payment) were already implemented in an old version of this app, so some users were already familiar with it, while others were completely new. Furthermore, this app can be used in many Italian cities, each of them with a different number of service providers. Finally, we already know that more services and functionalities would have been added in the future.
We quickly understand that we needed to design for flexibility in order to deliver a seamless experience for the user, as well as guarantee scalability and consistency even through the differences.
The processThe first phase of the process began with researching, analysing, and organising all the data. We analysed the services flows to understand similarities and differences, we kept the ones that were working, we improved the ones which weren't and we designed the new ones with the help of benchmark analysis and Telepass user research. We gathered the data about the providers in every city, in order to have on hand the edge cases, both from the cities that have just a few (a couple of services) to the ones with many of them (around 10).
We then started sketching some designs with modular solutions and components that could have been reused in as many features and steps as possible. We then tested the modules with mockups for the previously identified keys cities and flows, refining it at every reiteration.
The solutionWe developed the home page of the app with horizontal buttons, one after the other, for each service. This allowed the app to be quickly scalable when a new service was added, as well as to be enjoyable no matter the number of services.
For each service, we followed the same pattern: a drawer on the map for selection and, when present, important interactions (like "pay" for taxis or "end" for pay-per-hours parking) and a panel on top for a recap, information, and simple instructions.
These patterns allowed us to be scalable, consistent and to deliver a seamless experience for the user.