Our investigations revealed many drivers did not even realise they’d used a toll road. The design solution not only needed to provide clear billing information, it needed to explain why drivers had received a toll invoice in the first place.

We developed a stepped visual story that allows quick identification of what occurred and how to fix it – with minimal reading effort. Plain language in the active voice explains the details. The visuals continue overleaf with a chart explaining the consequences of not paying. Travel and toll details are itemised in a simple table.

In testing, the invoice design exceeded even our expectations – every user was able to identify why they received the invoice, the amount and date due, and ways to pay. A professional mailhouse implementation will allow Transurban to reap the full benefits of this customer-focused design.

These designs were awarded Silver in the 2017 International Institute of Information Design Awards (the top award in the finance category). Visit awards site.