Problem statement

Task Assigner is the internal application within the TfNSW network used to assign shifts and other tasks to Sydney Trains drivers and guards on standby. Currently, to assign a task to a guard or a train driver, the TCO is required to navigate between multiple tabs in the Task Assigner app. Cycling between multiple monitors and open tabs is time-consuming, inefficient, and increases the potential for human error.

Design process and my roles in this project

As a UX designer on this project, I wore quite a few hats to ensure we achieved the best possible outcome. Here’s a snapshot of how I tackled each stage:

The discovery phase involved user interviews, workflow observation, pain point identification, stakeholder collaboration, and operational data analysis to uncover inefficiencies and align business goals with user needs.
This step involved identifying key pain points, mapping workflow bottlenecks, and aligning solutions with business needs. Concept development included brainstorming, sketching, and stakeholder collaboration to refine ideas and secure buy-in before moving into detailed design.
The ideation phase focused on brainstorming with designers, stakeholders, sketching layouts, and prioritising solutions based on feasibility. Through collaboration and iteration, concepts were refined, setting the stage for high-fidelity development.
In the design phase I focused on creating high-fidelity UI designs, building interactive prototypes for user testing, and refining based on feedback. Working closely with developers, I made sure the proposed designs are feasible and did not impose any tech limitations.
This phase involved usability testing with Train Crew Operations (TCO) to observe navigation, identify pain points, and gather real user feedback. Iterative updates were made based on insights, refining layouts and interactions for better efficiency.

Understanding user needs

To get a clear picture of the challenges in Train Crew Operations (TCO), I conducted user interviews, observed staff in action, and analysed error data. Speaking with TCOs, train drivers, and guards helped me understand their frustrations—particularly how switching between multiple tabs and monitors slowed them down and led to mistakes.

By observing TCOs in real-time, I saw firsthand how complex navigation patterns made task assignments harder than they needed to be. Reviewing error records further confirmed that system complexity contributed to delays, inefficiencies, and incorrect task assignments.

I also worked closely with stakeholders to ensure the research aligned with business goals and reviewed operational data to identify patterns in usability issues.

This combined analysis highlighted the urgent need for a more efficient and user-friendly Task Assigner dashboard, forming the foundation for the rest of the design process.

“If I want a quick glance at how many crew are at Hornsby, I have to go to the filter on another screen to see what time they signed on.”

— Collin, ROC

Exploring the solution

In the ideation phase, I focused on generating and refining potential solutions based on everything we learned in discovery. I ran brainstorming sessions with stakeholders, developers, and designers to explore different ways we could improve the Task Assigner experience.

Bringing ideas to life

With tight deadlines, I needed to streamline my approach by minimising wireframing to key concepts and moving straight into high-fidelity UI designs. Leveraging our well-established design system, I was able to rapidly develop intuitive, accessible, and efficient interfaces for Train Crew Operations (TCO). This allowed me to focus on refining the user experience while ensuring consistency with the existing Task Assigner interface.

To validate the designs early, I created interactive Figma prototype, enabling stakeholders and TCO representatives to test functionality firsthand. Their feedback helped fine-tune the layout and interactions, ensuring the dashboard was user-friendly and seamlessly integrated into existing workflows. Recognising that the dashboard was a new addition, I designed variable components that adhered to the established guidelines while introducing enhancements that improved usability.

Collaboration was central to this process—I worked closely with developers to maintain feasibility and efficiency, ensuring a smooth transition from design to implementation. By maintaining a cohesive visual identity and prioritising user engagement, I delivered a functional, visually polished, and workflow-optimised dashboard that simplified operations without compromising quality.

Testing

I gathered all the feedback and updated the prototype based on it. Then, I asked my test group to complete a few simple tasks while assessing key test objectives, including simplicity of use, improvements to workflow, ease of navigation, user comfort with the new feature, and resolution of previous pain points. Everyone was able to complete the tasks easily, and the feedback was overwhelmingly positive..

Test objectives

Simplicity of use

Observe how quickly users can understand and interact with the dashboard without prior instruction.
Ask participants to perform common tasks, such as assigning or tracking tasks, and note any confusion or hesitation.
Measure the number of errors or misclicks to identify potential usability issues.
Collect direct user feedback on what felt intuitive and what aspects required additional explanation.

Improvement to the overall workflow

Compare task completion times between the old and new workflows to determine efficiency gains.
Assess whether users can complete tasks with fewer steps or less cognitive load.
Gather feedback on whether the new feature reduces friction and improves productivity.
Identify any remaining bottlenecks or unnecessary steps that may still exist.

Ease of navigation through the required tasks

Assign users specific scenarios and track how smoothly they navigate the dashboard to complete them.
Monitor whether users can easily locate key features and functions without assistance.
Conduct A/B testing with variations in layout to determine the most intuitive design.
Evaluate how well users adapt when switching between different sections of the interface.

Test that TCOs are comfortable with the new feature

Conduct post-test interviews or surveys to gauge user confidence and comfort levels.
Track whether users revert to old methods or express frustration while using the new feature.
Look for any hesitation or reluctance in adopting the new workflow.
Gather feedback on what aspects feel familiar, helpful, or potentially overwhelming.

Confirm that all identified pain points have been addressed

Review initial user feedback and ensure all previously reported issues have been resolved.
Ask participants if they still experience any difficulties that were raised in earlier testing.
Observe whether users encounter new or unexpected challenges during testing.
Gather additional insights on any areas that may require further refinement.

Positive outcomes

Due to the nature of this project we couldn’t collect specific outcome metrics, we focused on qualitative insights and observable improvements. Here are some key outcomes:

Smoother workflows – TCOs no longer had to juggle multiple tabs or rely on outdated PDFs, making task assignment more efficient.
Less confusion – The new interface reduced ambiguity by using clearer labels, intuitive layouts, and structured data presentation.
Positive user feedback – Crew members found the redesigned dashboard easier to navigate and appreciated having real-time updates in one place.
Fewer workarounds needed – The improved system meant users didn’t have to rely on external tools or manual tracking as often.
Foundation for future improvements – The new components and UI patterns set a solid baseline for further optimizations and scalability.

Challenges we faced and how I tackled them

I ran into a few challenges on the way - some expected, some not so much. Here’s a rundown of the biggest hurdles and how I worked through them.

Getting Everyone on the Same Page

Different teams had different priorities. Management wanted efficiency, devs were focused on technical feasibility, and the TCOs (Train Crew Operators) just wanted something that actually made their job easier.
Solution: I ran workshops, gathered feedback early, and built interactive prototypes so everyone could see how the new system would work before we built it. Keeping everyone involved from the start made a huge difference.

Navigating the Political Minefield of the Rail, Tram and Bus Union (RTBU)

Any change to task assignment workflows had potential union implications, and the Train Drivers’ Union was highly protective of crew schedules and working conditions.
Solution: I worked closely with internal stakeholders to ensure the design aligned with existing agreements and didn’t introduce any unintended conflicts. I also facilitated conversations between the operations team and union representatives to gather feedback early, ensuring the new system would be accepted without major pushback.

Dealing with Resistance to Change

TCOs were used to the old system, and any change—no matter how good—was met with skepticism. Some of the older staff we complaining that they are no longer allowed to use a fax machine (no joke).
Solution: Instead of dropping a new system on them out of nowhere, I worked closely with them, tested different layouts, and made sure their feedback shaped the design. By the time we rolled it out, they were already familiar with it.

Managing Feature Creep

The deeper we got into the project, the more “small” feature requests started piling up, and suddenly, we were looking at a much bigger scope than we had planned.
Solution: I worked with the product team to define an MVP (Minimum Viable Product), focusing on core features first and keeping a list of “nice-to-haves” for future updates.

Working Within Technical Constraints

The dashboard had to work within an existing system, which meant dealing with legacy software and API limitations.
Solution: I stayed in close contact with the dev team, making sure our design choices were realistic. We designed modular components that worked within current limitations but were flexible enough for future updates.

Bridging the Gap Between UX, Devs, and Stakeholders

One of the hardest parts of UX is making sure the design doesn’t get lost in translation when it moves to development.
Solution: Continues communication with the Dev team, scheduled build reviews and I made sure I’m available to the at any time I’m needed.

Delivering Under Tight Deadlines

With limited time and resources, we had to focus on delivering impact quickly.
Solution: We prioritised high-impact UX fixes, used design systems to speed up work, and rolled out improvements in agile sprints instead of waiting for one big release.

To wrap things up

By integrating a user-centric dashboard into the existing Task Assigner application, the design team successfully streamlined the Train Crew Operations (TCO) workflow. This enhancement reduced the need for TCOs to navigate multiple tabs and monitors, thereby minimising potential errors and boosting operational efficiency. The collaborative approach, involving continuous feedback from stakeholders and end-users, ensured that the final design addressed all identified pain points, resulting in a more intuitive and effective task assignment process.

Task Assigner Dashboard