From 'ask a local' to 'search and go' — redesigning Algoa Bus's digital experience.

Overview

Role

Self-directed UX/UI redesign

Type

Speculative case study

Responsibilities

• User Research
• Wireframing
• Prototyping
• Visual Design

Timeline

5 months

Overview

This case study explores the redesign of the Algoa Bus website, a public transport service that plays a vital role in helping people travel across Port Elizabeth (Gqeberha). The project was driven by a simple challenge: while the buses are widely used, finding reliable information about routes, schedules, and fares online is unnecessarily difficult. Through user research and a mobile-first UX approach, the redesign creates a clearer, more intuitive journey-planning experience for commuters, making public transport easier to understand and more accessible for both existing and first-time users.

The Problem

A site that promotes a service it no longer has.

No live schedule data

The live site still lists a "timetable mobile app" as a core offer — it was discontinued.

Trying to find times, fares, or routes on the current site. The experience is confusing and frustrating.

Real commuter feedback — names redacted.

• 1

  Outdated information.

  The site lists a discontinued mobile app and old timetables, which misleads users.

• 2

  No schedules, fares, routes data.

  The site doesn't clearly communicate when buses run, how much they cost, or where they go.

• 3

  Poor mobile experience.

  The website isn't optimized for commuters accessing information on their phones.

The Solution

A trip planner that actually answers where, when, and how much.

Search replaces browsing.

A simple search bar lets users enter their starting point and destination instead of manually browsing routes.

One screen, every answer.

Times, fares, and routes surface together on the results screen.

The full route, step by step.

A stop-by-stop timeline shows exactly where the bus goes.

Browse by suburb or stop.

Users can also explore routes by suburb or bus stop if they prefer to browse instead of search.

Research Summary

I combined competitor analysis, commuter interviews, and personal experience to uncover the biggest barriers preventing people from confidently using Algoa Bus.

Market Insights & Competitor Analysis

I analyzed transport services like Uber, Bolt, Google Maps, and MyCiTi to understand how clear information and simple navigation improve the travel experience.

Personal Experience

I've used Algoa Bus myself for years — it got me to school reliably and cheaply, and I trusted it for that one route. But I never knew what else it could do for me. I didn't know the other routes, the stops, the fares, or the times for anywhere beyond my daily trip. When friends found out I used the bus, they'd ask me about routes to other parts of town, and I never had an answer.

I was curious about exploring other routes, but never confident enough to actually try — calling the depot to ask felt like more effort than it was worth, and getting it wrong meant being stranded somewhere unfamiliar. So for anything outside my one known route, I defaulted to a taxi or an Uber instead, even though the bus would've been cheaper.

That gap — trusting the bus for one specific trip but avoiding it for everything else — is really what started this project.

Usability Interviews

I spoke with local commuters to learn how they plan journeys and why many avoid using Algoa Bus for unfamiliar destinations.

C

CommuterUsability Interview

How do you usually find the right bus route?

Mostly by asking someone, or calling the depot. The website doesn't actually tell you times or fares, so there's no point checking it.

What would make planning a trip easier?

Just seeing the route, time, and fare all in one place — that's not there at all right now.

• 1

  Finding the right bus depended more on local knowledge than the official website.

• 2

  A simple start-to-destination search emerged as the most valuable feature for reducing travel uncertainty.

User Personas

Based on real user research, this persona highlights the motivations and pain points that shaped the redesign of the Algoa Bus experience.

Design Process

Tools

Figma

Design Review

I sought feedback from fellow designers to evaluate usability, visual hierarchy, and overall user experience throughout the design process.

Wireframing

I focused on designing a journey planner that lets users search their starting point and destination instead of manually browsing routes.

Final Designs

Developer Handoff

The final designs were translated directly into a responsive frontend, ensuring the implemented experience remained faithful to the original UX decisions. Owning both the design and development process allowed for faster iteration, consistent interactions, and a seamless transition from prototype to production.

Reflections

• 1

  Design around user goals not features.

  A simple journey planner solved a bigger problem than adding more functionality.

• 2

  Information architecture matters.

  Making routes, schedules, and fares easy to find significantly improves the overall user experience.

• 3

  Design and development work best together.

  Owning both disciplines ensured the final product closely matched the original design vision.