Smart City platform

ParkSMART

A fragmented parking operation redesigned as one legible service ecosystem.

Industry: Mobility
Discipline: UX/UI and service design
Contribution: UX strategy · Service design · UI system · Prototyping

The situation

Parking enforcement is not one screen. It is a chain of customers, operators, service partners, vehicles, evidence, timing and exceptions—often managed across disconnected tools.

Workshop unlock / User story mapping

The service became visible before the interface was drawn.

Mapping the tow-service journey horizontally aligned roles, activities, stories and handoffs. It exposed the product logic the feature lists had hidden—and became the shared framework for the experience.

Primary actorTow-service operator

Log in

Authenticate role

Dashboard

View active incidents

Review new incidents

Find completed work

Open incident detail

New incidents

See incoming request

Review incident detail

Accept the assignment

Notification

Receive push alert

Send confirmation

Escalate by email or SMS

Close the loop

Document completion

Update every stakeholder

Log out

ParkSMART service and platform experience — Connected service experience

ParkSMART interface system and interaction flow — Interface system

ParkSMART product design supporting visual — Service detail

ParkSMART mobile product screens — Mobile experience

ParkSMART end-to-end user journey and prototype flow — End-to-end journey

The move

The experience was mapped as a service before it was drawn as an interface. Roles, states and handoffs became a shared system, then a UI language, operational dashboard and working mobile prototype.

Design the service first. The interface will know what it needs to become.

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