Parking Permits - City of Vaughan - Crafted Experiences by

Online Service Portal

Improving user experience for Parking Permits

City of Vaughan introduced electronic parking permits to its residents back in 2018. It was a new way to obtain a permit. The system has not been updated since and at that time accessibility and heuristics standards were not taken into account. The process of obtaining a parking permit needs to be simple and user friendly.

Accessibility

The user portal needs to incorporate Accessibility standards to ensure its providing a seamless experience to a wide range of users.

Project Goals

Simplify & Consistency

The process of obtaining a permit needs to be as simple as possible with removing the cognitive overload and present information consistency across the platform so the users are able to relate to it in the real world.

User-friendly

Create an improved experience for the user so they are able to consume the application error-free and enjoy the interaction.

Heuristic Evaluation

Conducting a heuristic evaluation of the City of Vaughan’s online service portal allowed me to identify usability challenges from a first-time user perspective. My focus was on assessing the overall experience—from the initial interaction with the portal to each step required to obtain a parking permit. By outlining key friction points and inefficiencies, I was able to determine the scope of improvements needed to enhance user interactivity and streamline the process.

Recognition Over Recall & System-World Alignment

Several issues need to be addressed here:

Placing the action buttons before the reminder may cause users to overlook crucial regulatory information.
The regulations lack emphasis and clear visual hierarchy, making it difficult for users to quickly interpret key details.
There is a disconnect between the written regulations and real-world signage, increasing the risk of users missing critical information.

Best Practices for Form Design

The best practice is to use a single-column form design for improved effectiveness. This approach minimizes cognitive load, allowing users to focus on completing tasks without unnecessary eye movement across the page. Additionally, incorporating a progress bar enhances the user experience by clearly indicating their current step in the registration process, providing clarity and reducing uncertainty.

Inconsistent and Confusing

The navigation menu lacks clear indicators, making it easy for users to lose their place within the portal. Additionally, both the Home screen and the Buy Permits screen display the same view, causing further confusion and reducing navigational clarity.

Error Prevention & User Support for Recognition, Diagnosis, and Recovery

The system lacks clear messaging to inform users why their proof of address was rejected, leaving them uncertain about the issue and how to resolve it. Without specific feedback or guidance, users may struggle to understand whether the rejection was due to an incorrect document type, formatting errors, or missing information, leading to frustration and unnecessary delays in completing their application.

Solution: Clear Error Messaging & Guidance

Proposed Improvements:

Detailed Error Messages: Instead of a generic rejection notice, display a message specifying the reason, such as:
- “Your Proof of Address was rejected because the document is expired.”
- “The uploaded file does not match the required format (PDF, JPG, PNG).”
- “The document does not display your full name and address as required.”
Inline Error Indicators: Highlight the rejected field with contextual hints so users can quickly identify the issue.
Guidance for Resolution: Provide clear next steps, such as:
- “Please upload a recent utility bill or government-issued document that includes your full name and address.”
- “Ensure your file is under 5MB and in PDF, JPG, or PNG format.”
Help & Support Option: Offer a tooltip or ‘Need Help?’ link directing users to FAQs or customer support if they need further assistance.