Transport for NSW

Australia’s biggest city, Sydney, is moving its public transport customers away from paper tickets to a new “smartcard” ticketing system called Opal.

Opal card

As this is a government ticketing system, inclusivity and accessibility is paramount; we needed to ensure that tourists, travellers with disabilities, and all levels of computer literacy are able to access and use the website and its management portal.

Understanding functionality

Running a series of collaborative workshops we created low-fi mock ups of the functionality while also detailing the underlying business logic of how the website interacts with the central systems such as card ordering, CRM and payment.

Opal website


Once we had visualised the core requirements and workflows needed by users to order a card, we created a high-fidelity prototype from HTML and CSS to complete multiple rounds of user and accessibility testing with relevant customer markets including non-English speakers, users with a disability, to ensure that each market was given a chance to comment.

Night light view

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