Freight Information Portal
Topic of the practice
urban freight policies
Good Practice Information
The page “London Freight Matters” offers a single interface for freight information between London’s public authorities and freight operators. The aim is to reduce operators’ administrative costs and improve access to freight journey planning,to support improved operational efficiency, to encourage better driver behaviour, the use of alternative fuels and low-carbon vehicles. Main objectives of the freight information portal were to: gain a clear understanding of user goals, needs and priorities; assess customer perceptions of and aspirations for the portal; identify any gaps in online services relevant to core users; gather results to inform project planning. The project began with a user research and requirements gathering phase, aimed to provide TfL with detailed insights into users' expectations and requirements (9 stakeholder interviews with Freight and TfL staff and 10 diary studies and interviews with transport managers across a variety of businesses). The website integrates: easily accessible library of existing
content and services offered by TfL, London freight map, live traffic and roads information and route planner. Following the information architecture was created for the site, designing wireframes for key pages within the portal. The webdesigner conducted usability testing on these to establish how easy it was for users to perform key tasks. Amendments made to the wireframes, recommendations provided for additional site improvements based on the results of the testing (clarifying the site proposition, making it clear which incident updates are from TfL and which are from drivers, renaming some of the site sections). Finally, based on both user requirements and business goals a full roadmap for the freight information portal was created. This provided TfL with full guidance on how the portal could and should develop over time. Following the research and development process, the brand new London Freight website was launched, offering an easy-to-use resource for freight info, based on user requirements.
Evidence of success
The site has allowed TfL to: enable users to share best practice, reduce administrative burdens, improve efficiency, offer coordinated services to the freight industry.
Freight policy was a part of the business oriented part of the homepage of Transport for London, with less visibility. The new homepage was launched in Summer 2009.
In November 2009, it is too early to have an evaluation of the impact of the new homepage.
Contact details to obtain further information on the practice
Jacques Leonardi, Jaz Chani
Transport for London
Annex completed on: 03-08-2011