GTT ToMove
The transport app Turin actually uses.
- Services
- Product and interaction designUI design
- Sector
- Public transport
- Touchpoint
- Mobile app
- Client
- Gruppo Trasporti Torinesi
- Year
- 2023
Made with
One experience for moving, buying and managing your travel.
GTT ToMove is the mobile app through which people use Turin's public transport every day. The work was a design proposal for the whole of that experience, from finding the vehicle to buying and managing tickets, through to support, developed together with the operator.
The aim was to turn a set of separate functions into an experience that is simpler, more immediate, and more consistent with the way people actually use public transport.
Process
Designing for moments when time matters
A transport app is used mostly in situations of need: at the stop, while walking, with little time available and often in conditions that are far from ideal.
The design therefore started from the questions a person asks most often during a journey. Where is my bus? Do I have a valid ticket? How do I buy one?
The interface was designed to make that information immediately available, reducing the number of steps and the amount of information to interpret.
Solutions
Live Bus: from the timetable to the real wait
Live Bus lets a rider find a stop through the identifying number printed on the pole, and see the vehicles arriving in real time.
The experience brings together three levels of information: the waiting time, the status of the run, and the position of the vehicle on the map. Rather than interpreting a theoretical timetable, a person can understand concretely when their bus will arrive.
The same experience also carries the service information that matters most, such as strikes, diversions and suspended lines, giving the context needed before the wait begins.
The app also detects the language set on the device, removing an initial configuration step and making the experience more accessible to anyone visiting Turin.
A digital wallet that manages the tickets
The proposal turned buying a ticket into a continuous flow: choosing the fare, paying, activating and managing all happen inside the same ecosystem.
The digital wallet shows at a glance the travel documents available, the number of rides remaining in a carnet, and the time left on active tickets.
The experience also covers the management of the journey itself, such as viewing receipts for reimbursement and passing a ticket to another person.
Validation happens through the phone and the readers already fitted to the vehicles, without introducing new behaviour or new hardware into the existing system.
Support inside the context
Support was brought into the app through a conversational assistant based on AI.
The design principle is simple: a person should not have to leave the experience in order to find an answer.
Questions can concern the service itself, such as the protected hours during a strike or the times of a line, and also specific problems with the app and with the tickets.
Support becomes part of the service, instead of a separate channel to reach when something stops working.
Outcome
A proposal made with the operator
The proposal covered experience architecture, interaction design and UI, across the service's main digital touchpoints: real-time information, buying and managing travel documents, payments, the digital wallet, and support.
The result is a mobile experience that is more coherent and oriented to the real situations in which people use public transport: understanding when the vehicle is coming, buying a ticket, and knowing what to do when something changes.
It was not a document handed over and left. The work was developed in collaboration with GTT, and part of what was proposed was implemented in the app the city uses every day.
