Mar 2024 - Apr 2024
Mar 2024 - Apr 2024
Fixed "Free parking": Daily Validated sessions increased by 107%
Fixed "Free parking": Daily Validated sessions increased by 107%
Fixed "Free parking": Daily Validated sessions increased by 107%
Drivers thought validation was automatic - until they got charged. I redesigned the system to make it smooth, trustworthy experience for drivers and merchants.
Drivers thought validation was automatic - until they got charged. I redesigned the system to make it smooth, trustworthy experience for drivers and merchants.
Drivers thought validation was automatic - until they got charged. I redesigned the system to make it smooth, trustworthy experience for drivers and merchants.
This case study contains detailed flows, diagrams, and visual explorations that are best viewed on desktop.
107%
107%
Increase in daily validated sessions
Increase in daily validated sessions
Increase in daily validated sessions
95%
95%
95%
reduction in no. of missed validations
reduction in no. of missed validations
Reduction in no. of missed validations
20x
20x
increase in locations using this feature
increase in locations using this feature
Increase in locations using this feature
My Role
My Role
My Role
Led the project from research to delivery, designing the experience
end-to-end across web, mobile, and dashboard platforms.
Led the project from research to delivery, designing the experience end-to-end across web, mobile, and dashboard platforms.
Led the project from research to delivery, designing the experience end-to-end across web, mobile, and dashboard platforms.
Team
Team
Team
1 Product Manager
1 Product Manager
2 Developers
2 Developers
What's Get My Parking?
What's Get My Parking?
Get My Parking, the goal is to make parking as subconscious experience through AI-driven, ticketless systems. GMP enables operators modernize their lots and deliver a seamless, license plate based access, cashless payments, validations, permits, reservations, real-time monitoring and app free experience for drivers across gated, ungated, and express lane environments.
Get My Parking, the goal is to make parking as subconscious experience through AI-driven, ticketless systems. GMP enables operators modernize their lots and deliver a seamless, license plate based access, cashless payments, validations, permits, reservations, real-time monitoring and app free experience for drivers across gated, ungated, and express lane environments.
What?
Let's breakdown the problem
6
Tenants shared validations with parkers using this feature
33%
Validations shared by merchants were not applied on sessions
200+
Daily support tickets of validations not applied on sessions
Why?
This became high priority
Why?
This became high priority
Why?
This became high priority
Understanding
The existing validation flow
Understanding
The existing validation flow
Understanding
The existing validation flow
Most parkers don't open link assume its already done
Most parkers don't open link assume its already done
Most parkers don't open link assume its already done
Parker: Don't pay!
Parking is already free!
Delays at exit due to missing or failed validation
Parker: Don't pay!
Parking is already free!
Delays at exit due to missing or failed validation
Previous UI flow for merchants
Previous UI flow for merchants
Previous UI flow for merchants
Different use cases
Different use cases
Merchants offered free parking
but drivers still ended up paying
Merchants offered free parking
but drivers still ended up paying
Merchants offered free parking
but drivers still ended up paying
Parker assumes it's done when they see text
Parker assumes it's done when they see text
But at the exit it isn't and pays fine for enforcement ticket
But at the exit it isn't and pays fine for enforcement ticket
But at the exit it isn't and pays fine for enforcement ticket
Interview & Research Insight
Different users have different goals
Trust is highest here - If merchant says its done
Parker assumes its “Validated”
Merchant needs an easy to understand interface -
to apply validation without slowing down business
Key Insight
Key Insight
Key Insight
"Users didn’t ignore validation—they trusted it was already done"
The system expected intent.Users expected automation
"Users didn’t ignore validation—they trusted it was already done"
The system expected intent.Users expected automation
"Users didn’t ignore validation—they trusted it was already done"
The system expected intent.Users expected automation
Assumed Automation
Assumed Automation
Assumed Automation
·
·
Inaction
Inaction
Inaction
·
Missed valdiations
Missed valdiations
·
Broken trust
Broken trust
Broken trust
·
·
Revenue loss
Revenue loss
Revenue loss
·
Missed valdiations
Turning point of the project
Defining the Design shift
Turning point of the project
Defining the Design shift
Turning point of the project
Defining the Design shift
"Parker driven validation"
to
"System driven validation"
"Parker driven validation"
to
"System driven validation"
"Parker driven validation"
to
"System driven validation"
Reduce drop offs
Reduce drop offs
Reduce drop offs
·
·
Build trust
Build trust
Build trust
·
·
Increase revenue
Increase revenue
Increase revenue
Parkers don't always remeber their license plate
System constraint: Parking sessions could only be validated after session creation.
What about? 1. Failed payments 2. Invalid plate entries 3. Abuse scenarios 4. Needs to work with existing hardware and apps
Payments were tightly coupled with session creation.
Payments were tightly coupled with session creation.
Payments were tightly coupled with session creation.
System constraint: Parking sessions could only be validated after session creation.
System constraint: Parking sessions could only be validated after session creation.
Parkers don't always remeber their license plate
Parkers don't always remeber their license plate
What about? 1. Failed payments 2. Invalid plate entries 3. Abuse scenarios 4. Needs to work with existing hardware and apps
What about? 1. Failed payments 2. Invalid plate entries 3. Abuse scenarios 4. Needs to work with existing hardware and apps
What about? 1. Failed payments 2. Invalid license plates 3. Abuse scenarios 4. Needs to work with existing hardware and apps
System constraint: Parking sessions could only be validated after session creation.
Parkers don't always remeber their license plate
Payments were tightly coupled with session creation.
What?
Decisions we made to improve the experience
Automatic Session Creation
Removing the "I'll do it later" risk by creating sessions directly in the system, ensuring validations are applied immediately.
REDUCES DROP OFFS
Focus on “Free Minutes”
Prioritizing time-based validation for the MVP to simplify the workflow for both merchants and parkers.
STREAMLINES MVP
Eliminating Card Entry
Removing the requirement for upfront payment details for free parking sessions to build user trust and reduce friction.
BUILDS TRUST
Visible digital tickets
Providing real-time proof of validation status to bridge the "confirmation gap" and build user trust.
BRIDGES CONFIRMATION GAP
Reduces steps
Streamlining the flow for both tech-savvy and casual users to drive higher adoption and satisfaction.
INCREASED ADOPTION
Error prevention
Auto-apply best validation, Replace or restrict conflicting validations, Extend sessions intelligently
REACTIVE TO PREVENTIVE
1. Extend sessions automatically 2. Prevent duplicate/conflicting validations 3. Replace weaker validations with stronger ones
For MVP: 1. Reduce implementation risk 2. Validate adoption quickly
1. Support system-generated sessions 2. Attach validations during creation
Reduced: 1. Anxiety 2. Repeated support queries 3. Validation confusion
E-ticket explorations for redesign
E-ticket explorations for redesign
E-ticket explorations for redesign
Final redesigned flow
Final redesigned flow
Final redesigned flow
Different use cases
Different use cases
Scaling for
Scaling for
Scaling for
Express lane(gated) locations
Express lane(gated) locations
Express lane(gated) locations
Express lanes are seamless with License plate recognition, but at exit sometimes license plate misreads prevents parker from applying validation- leading to frustration and delays.
Express lanes are seamless with License plate recognition, but at exit sometimes license plate misreads prevents parker from applying validation- leading to frustration and delays.
Key Insight
Key Insight
Key Insight
"The system assumed license plate recognition would always work"
But when it failed, users had no reliable way to recover.
"The system assumed license plate recognition would always work"
But when it failed, users had no reliable way to recover.
"The system assumed license plate recognition would always work"
But when it failed, users had no reliable way to recover.
Misread license plate
Misread license plate
Misread license plate
·
·
Missed valdiations
Missed valdiations
Missed valdiations
·
Delays & Congestion
Delays & Congestion
Delays & Congestion
·
·
Revenue loss
Revenue loss
Revenue loss
What?
Decisions we made to improve the experience
QR validation
Enabled parkers to receive a QR-based validation via SMS/app that can be used at exit
REDUCED EXIT FRICTION
Standaridized validations
Consistent validation flow across staffed and unstaffed locations. Ensures scalable operations with a predictable experience
SCALABLE SOLUTION
Fast frictionless exit
Allowed parkers to exit by simply scanning/showing a QR code. Prevents stuck vehicles during peak hours.
OPERATIONAL EFFICIENCY
1. Reliable recovery path 2. Improved trust 3. Prevented lane congestion 4. Faster to verify visually
Reduced dependency on: 1. Physical tickets 2. Pay stations 3. Staff intervention
1. Reduced cognitive load 2. Faster to verify visually 3. Worked across staffed and unstaffed locations
Final flow for express lane locations
Flow: Before & After Redesign
Impact in 6 months
Impact in 6 months
107%
107%
Increase in daily validated sessions
Increase in daily validated sessions
95%
95%
drop in missed validations
Drop in missed validations
20x
20x
increase in tenants using this feature
Increase in tenants using this feature
<30s
<30s
Time reduced to validate sessions
Time reduced to validate sessions
How?
How?
How?
Experience changed after redesign
Experience changed after redesign
Experience changed after redesign
75%
75%
QR code scan
of overall transaction occured via
of overall transaction occurred
Park Riverside Parking
112K validated session
112K validated session
45.6K used QR code to exit
45.6K used QR code to exit
One Parking
4x
4x
Macerich Parking
growth in Parking Revenue
growth in Parking Revenue
75%
QR code scan
of overall transaction occured via
Park Riverside
4x
Macerich Parking
growth in Parking Revenue
112K validated session
45.6K used QR code to exit
One Parking
Key takeaways and learnings
Key takeaways and learnings
Key takeaways and learnings
The real problem is often deeper than the visible one
Initially, the problem looked like missed validations and exit congestion. But over time, real-world users don’t follow ideal flows. Parkers act when it’s convenient, so the experience needed to work naturally within their behavior instead of depending on memory, instructions, or perfect timing.
Seamless experiences need reliable fallback systems
Designing only for ideal flows created fragile experiences. The biggest improvements came from designing recovery paths that reduced friction even when the system failed.
Good UX reduces dependency on users remembering things
Users already believed parking was “done” once they walked away from the vehicle. Trying to solve that through reminders or instructions would always have limitations. Reducing steps, cognitive load, and recovery friction made the system easier for both frequent users and first-time parkers.
Enterprise UX is deeply connected to operations
This project wasn’t just about kiosk screens or validation flows. Merchant and operator workflows are part of the user experience. Their tools, visibility, and operational efficiency directly shaped how reliable the parking experience felt to end users. In enterprise systems, operational design is product design.
The real problem is often deeper than the visible one
Initially, the problem looked like missed validations and exit congestion. But over time, we realised parkers act when it’s convenient, so the experience needed to work naturally within their behavior instead of depending on memory, instructions.
Seamless experiences need reliable fallback systems
Designing only for ideal flows created fragile experiences. The biggest improvements came from designing recovery paths that reduced friction even when the system failed.
Good UX reduces dependency on users remembering things
Users already believed parking was “done” once they walked away from the vehicle. Trying to solve that through reminders or instructions would always have limitations. Reducing steps, cognitive load, and recovery friction made the system easier for both frequent users and first-time parkers.
Enterprise UX is deeply connected to operations
This project wasn’t just about kiosk screens or validation flows. Merchant and operator workflows are part of the user experience. Their tools, visibility, and operational efficiency directly shaped how reliable the parking experience felt to end users. In enterprise systems, operational design is product design.
USER PERSONAS
Different users have different goals
Different users have different goals
Trust is highest here - If merchant says its done
Parker assumes its “Validated”
Trust is highest here - If merchant says its done. Parker assumes its “Validated”
Merchant needs an easy to understand interface -
to apply validation without slowing down business
Merchant needs an easy to understand interface -
to apply validation without slowing down business
What
Decisions we made to improve the experience
Improvements in part 1
1. Automatic Session Creation for Eligible Parkers
Why: Research showed parkers delay or skip validation if too many steps are required.
Impact: Removes “I’ll do it later” & "I thought validation was automatically applied" risk — session can be updated with free minutes.
2. Data showed Merchants mostly offer "Free Minutes" Validation- thats why used for MVP
Why: Parkers mistrusted systems asking for card details when parking was “free.” Free minutes remove upfront payment for that duration.
Impact: Reduces user drop-off, simplifies merchant workflow.
3. Visible Digital Parking Ticket for Parkers
Why: Interview insights revealed a confirmation gap — parkers didn’t know validation had worked until they saw a charge.
Impact: Builds trust by giving real-time proof of validation status.
Improvements for part 2
If parking session is made by the parker for time lesser than validation duration- extend the parking session
If the existing validation is less than the new validation that is to be applied but less than the session duration, then just replace it, or restrict application when new validation is lesser than existing.
Still create a session for parker with failed payment and give them link to clear the payment.
What?
Let's breakdown the problem
6
Tenants shared validations with parkers using this feature
33%
Validations shared by merchants were not applied on sessions
60%
Daily tickets of validations not applied on sessions
What?
Let's breakdown the problem
6
Tenants shared validations with parkers using this feature
67%
Validations shared by merchants were not applied on sessions
60%
Daily tickets of validations not applied on sessions
What?
Decisions we made to improve the experience
Automatic Session Creation
Removing the "I'll do it later" risk by creating sessions directly in the system, ensuring validations are applied immediately.
REDUCES DROP OFFS
Focus on “Free Minutes”
Prioritizing time-based validation for the MVP to simplify the workflow for both merchants and parkers.
STREAMLINES MVP
Visible digital tickets
Providing real-time proof of validation status to bridge the "confirmation gap" and build user trust.
BRIDGES CONFIRMATION GAP
Eliminating Card Entry
Removing the requirement for upfront payment details for free parking sessions to build user trust and reduce friction.
BUILDS TRUST
Reduces steps
Streamlining the flow for both tech-savvy and casual users to drive higher adoption and satisfaction.
INCREASED ADOPTION
Error prevention
Auto-apply best validation, Replace or restrict conflicting validations, Extend sessions intelligently
REACTIVE TO PREVENTIVE
1. Extend sessions automatically 2. Prevent duplicate/conflicting validations 3. Replace weaker validations with stronger ones
For MVP: 1. Reduce implementation risk 2. Validate adoption quickly
1. Support system-generated sessions 2. Attach validations during creation
Reduced: 1. Anxiety 2. Repeated support queries 3. Validation confusion
What?
Decisions we made to improve the experience
QR validation
Enabled parkers to receive a QR-based validation via SMS/app that can be used at exit
REDUCED EXIT FRICTION
Standaridized validations
Consistent validation flow across staffed and unstaffed locations. Ensures scalable operations with a predictable experience
SCALABLE SOLUTION
Fast frictionless exit
OPERATIONAL EFFICIENCY
Allowed parkers to exit by simply scanning/showing a QR code. Prevents stuck vehicles during peak hours.
1. Reliable recovery path 2. Improved trust 3. Prevented lane congestion 4. Faster to verify visually
Reduced dependency on: 1. Physical tickets 2. Pay stations 3. Staff intervention
1. Reduced cognitive load 2. Faster to verify visually 3. Worked across staffed and unstaffed locations
Final flow for express lane locations
Flow
Before & After Redesign
Impact in 6 months
Impact in 6 months
107%
107%
Increase in daily validated sessions
Increase in daily validated sessions
95%
95%
drop in missed validations
Drop in missed validations
20x
20x
increase in tenants using this feature
Increase in tenants using this feature
<30s
<30s
Time reduced to validate sessions
What?
Decisions we made to improve the experience
Automatic Session Creation
Removing the "I'll do it later" risk by creating sessions directly in the system, ensuring validations are applied immediately.
REDUCES DROP OFFS
Focus on “Free Minutes”
Prioritizing time-based validation for the MVP to simplify the workflow for both merchants and parkers.
STREAMLINES MVP
Visible digital tickets
Providing real-time proof of validation status to bridge the "confirmation gap" and build user trust.
BRIDGES CONFIRMATION GAP
Reduces steps
Streamlining the flow for both tech-savvy and casual users to drive higher adoption and satisfaction.
INCREASED ADOPTION
Error prevention
Auto-apply best validation, Replace or restrict conflicting validations, Extend sessions intelligently
REACTIVE TO PREVENTIVE
Eliminating Card Entry
Removing the requirement for upfront payment details for free parking sessions to build user trust and reduce friction.
BUILDS TRUST
1. Extend sessions automatically 2. Prevent duplicate/conflicting validations 3. Replace weaker validations with stronger ones
For MVP: 1. Reduce implementation risk 2. Validate adoption quickly
1. Support system-generated sessions 2. Attach validations during creation
Reduced: 1. Anxiety 2. Repeated support queries 3. Validation confusion
What?
Decisions we made to improve the experience
QR validation
Enabled parkers to receive a QR-based validation via SMS/app that can be used at exit
REDUCED EXIT FRICTION
Standaridized validations
Consistent validation flow across staffed and unstaffed locations. Ensures scalable operations with a predictable experience
SCALABLE SOLUTION
1. Reliable recovery path 2. Improved trust 3. Prevented lane congestion 4. Faster to verify visually
Reduced dependency on: 1. Physical tickets 2. Pay stations 3. Staff intervention
1. Reduced cognitive load 2. Faster to verify visually 3. Worked across staffed and unstaffed locations
Fast frictionless exit
Allowed parkers to exit by simply scanning/showing a QR code. Prevents stuck vehicles during peak hours.
OPERATIONAL EFFICIENCY
Final flow for express lane locations
Flow
Before & After Redesign
FIN.
FIN.
FIN.