Secure Parking embarked on an innovative project to explore just how digital will reshape the future of the parking sector in Australia. With a mission to shift the company’s approach towards delivering an experience rather than a product for their customers, Secure once again engaged Pollen to help define how their digital platforms need to be adapted and expanded in order to make the undertaking a success.

We started by understanding how competitors, peers and businesses in other industries shape their products and supporting services. Through desk research we analysed how they utilised their platforms as a basis for them to provide these products and services.

In addition, we reviewed international trends for the industry, as well as threats from local direct competitors, this formed the basis of our insights. Looking further afield, we found inspiration and best practices from other popular consumer brands such as Uber, Google and even Opal.

Working with a third party to understand the current customer pain points provided a reality check on the gaps in Secure’s service and digital experience for users as they plan, book and pay for parking. These pain points were translated into needs that were the foundation for defining features and functions.

Design Sprints with Pollen UX and UI designers focused on creating key journeys that delivered on users needs. Weaving in business objectives and a myriad of parking products, we were able to simplify the experience, allowing users to flow through four simple scenarios. We worked closely with Secure in workshops and produced multiple prototypes which allowed us to design, test and refine the experience for website, mobile and app.

Having created the digital experience for the booking platform, Pollen was then able to rapidly design an integrated terminal UI that allowed customers to enter and exit a car park with ease.
Understanding the pinch points in the journey for parking, returning and exiting the car park, we were able to design and support a frictionless and cohesive experience at the terminal and mobile app that covered both business and customer needs.

Working with the industrial design agency, 4Design, we were able to design screens and flows for a to-scale prototype for multiple personas and edge cases.

The work was recognised in 2023, with 4Design winning a prestigious Good Design Award for the terminal design.