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Silver Winner 

Project Overview

The Opal Travel app 2.0 is a major overhaul of the original app. It’s gone from a simple trip planner to offering an enhanced customer experience allowing users to not only plan their journey but to top up their Opal cards securely within the app.

The new Opal Travel app significantly improves the experience for blind and vision-impaired customers by working with both Google TalkBack and Apple VoiceOver screen readers. It also identifies wheelchair accessible services.

Travelling with Opal has become even more convenient and seamless for customers with the app.

Nomination Commissioner

Transport for NSW

Nomination Creator

Outware Mobile

Team

Outware Mobile
Transport for NSW

Project Brief

Opal Travel revolutionises the way Transport for NSW customers manage their travel.

The brief was to revitalise the overall user experience and enable customers to consolidate their Opal card management into one easy to use and convenient app.

The new features of the Opal Travel 2.0 app enable customers to:
• Set their Opal card to auto top up and never queue or manually top up again.
• Top up through the app and after 60 minutes collect the value at the next tap on.
• Find the nearest Opal retailer to acquire an Opal card or top up.
• Plan the quickest and most convenient trip and estimate what the fare will be.
• Easily check additional Opal cards linked to a single profile so family members are ready to go.

The scope of this project included:
• Redesign of both iOS and Android user interfaces
• Replicate some existing functionality of the Opal mobile website
• Develop new features upon existing iOS codebase
• Redevelopment of the Android app to include new features – including scanning functionality
• Payment Card Industry (PCI) Compliance

Project Need

The latest version of Opal Travel enables customers to manage all their Opal card requirements in a single app. The new Opal Travel provides users with an easy to use and intuitive experience, as well as an incredibly useful tool that will make travel on public transport even more convenient and seamless.

Opal Travel includes comprehensive features including:
• Scan card for balance (Android only)/check card balance
• Top up card/s on the go and never have to queue or manually top up again
• Check Weekly Travel Reward journey count
• See travel history
• Plan the quickest and most convenient trip and estimate the fare
• Find the nearest Opal retailers to acquire an Opal card or top up
• Link card/s (such as family members) to the app to top up and view activities (by manual input or by using NFC scanning on Android)

Users can also sign-in to the app to:
• Activate and block card/s
• Update personal and billing details
• Personalise card order

The new Opal Travel app significantly improves the experience for blind and vision-impaired customers by working with both Google TalkBack and Apple VoiceOver screen readers. It also identifies wheelchair accessible services.

User Experience

Taking public transport can be stressful and with customers needing to understand and manage schedules, transfers and navigation around busy stations. The new user experience design is focused on ensuring that Opal Travel makes the customer’s experience as easy, convenient and seamless as possible.

The most important information within the app is easily accessible. On first opening the app, users who have linked a card to the app will immediately see their card balance and track the progress of how many more journeys remain before they receive free travel.

Topping up balances via the Opal Travel app is quick and easy to use. Customers can not only plan their trip but see their travel history. Customers can also see any additional Opal cards linked to their profile ensuring family members such as children are ready to travel.

Behind the scenes, the app handles complex business logic around auto top up prompts, error handling and linked credit cards all in a secure manner.

The new Opal Travel app significantly improves the experience for blind and vision-impaired customers by working with both Google TalkBack and Android VoiceOver screen readers. It also identifies wheelchair accessible services.

Project Marketing

The Opal Travel app currently has over two hundred thousand users on both iOS and Android. Existing users will be made aware of the updates by the App Store and Google Play, while new users will be encouraged to download the app across multiple channels and advertising campaigns.

The new apps are designed to be a single point of call for all Opal related transactions, making it a valuable proposition to public transport users.

Project Privacy

The personal information collected for the purposes of the Opal Ticketing System will be treated in accordance with the Privacy Personal Information Protection Act 1998 (NSW) (PPIPA). The Opal Privacy Policy is available here:

https://www.opal.com.au/asset/add22afa-7628- 4d56-b7f9- 65079c003c68





Open to apps in all categories with updates and developments that truly enhance the user experience and take your app or service to another level.
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