As a designer, I always try to make something more beautiful if I can, just like as part developer I always try to optimise code, or as a creative strategist I’ll always try to favour solutions with better end value.

And as a usability designer, I try to solve problems. These are, undeniably, mostly people problems.

But people problems aren’t only reserved for everyone else.

A few weeks ago I had to buy a ticket for the train, but I was running a bit late and my train was already about to depart. When I opened my mobile tickets app ready to quickly buy a ticket…*dun dun duuuuun*…

It was a completely new design.

I only just barely managed to secure myself a ticket just in time for the train and was left feeling there was definitely room for some improvement.

Enter ‘Usability’

If you’re new to it ‘usability’ is actually an “old” practice. Ever held a screw driver or any other tool? Usually they have “hand-friendly” handles specially designed to be comfortable and easy to get a firm grip on.

ISO defines usability as “The extent to which a product can be used by specified users to achieve specified goals with effectiveness, efficiency, and satisfaction in a specified context of use.” — Wikipedia

When designing for usability you’re trying to make something intuitive, easy to use, easy to learn and even easy to fail in which usually involves a focusing on its users, their tasks and goals. In our age of technology and information (and competition), the human aspect of design is especially important and many usability design principles have already been formed, tried and tested.

But when the Danish public transportation company DOT launched an update of their mobile tickets app in April with a completely new redesign; instead of making buying tickets easier, it left thousands of commuters with completely new problems. Including myself.

Let’s take a look at how the original app looked before the April update: