Whitelabel rider app
Redesigning mobile tickets for faster, frictionless validation
A shared ticket experience designed to make physical validation more reliable and visual inspection easier, while supporting different agency brands and ticket types.
My role:
I owned UX and UI design from discovery through delivery, working with a product manager and three engineers.
Overview
The ticket has to work in the real world
A mobile ticket needs to work for riders, inspectors and transport agencies at the same time. Riders need to activate and scan it quickly, inspectors need to recognise its status at a glance, and agencies need the flexibility to apply their own branding and rules. The challenge was to support all of that without making validation harder.
Problem
When digital tickets meet physical hardware
The existing ticket worked on screen, but not always at the validator. The QR code sat too low and was too large for some scanners to read reliably, forcing riders to reposition or rotate their phones until the scan worked.
At the same time, inspectors needed to understand ticket status quickly during visual checks.
Research & solution
Designing around validation
We moved the QR code higher on the screen and reduced its size so it was easier to position inside the validator and easier for scanners to read.
The revised hierarchy keeps the QR code, ticket status and remaining time prominent, with supporting information placed below.
We also introduced clearer visual states for inspectors. Recently activated tickets received a distinct treatment, while reduced fares such as child or senior tickets were marked with a visible watermark so inspectors could identify them quickly and decide whether additional verification was needed.
Impact
Clearer moments, more confident validation
Because the product is white-label, the same ticket structure had to work across different brands, ticket types and validation rules.
The hierarchy remains consistent while allowing each agency to apply its own visual identity and content requirements.
Validation failures fell from 16% to 4% in the first month after launch — a 75% reduction.
The project reinforced that designing a digital ticket goes beyond the screen. The scanner, the way someone holds their phone and what an inspector needs to recognise in a split second are all part of the experience.
