Tolls NY
Multi-System App
2022 - 2025 | Role, Mobile App Designer
New York’s transportation agencies needed a mobile app to manage toll crossings across New York and New Jersey.
Project Background
At the time, the tolling experience was split across three separate systems: E-ZPass, Tolls by Mail, and short-term visitor accounts, each with its own website.
Objective
My team was tasked with unifying these systems into one web portal, while I designed the native iOS and Android apps to align with the new unified web experience and meet mobile user needs
Project Highlights
- Unified the tolling experience: Helped consolidate E-ZPass, Tolls by Mail, and short-term visitor accounts into one connected product ecosystem.
- Designed native mobile experiences: Created iOS and Android app designs that aligned with the updated web portal while meeting mobile-specific user needs.
- Scaled the product design system: Produced more than 700 screens across core flows, iterations, edge cases, and error states.
- Migrated the design workflow: Transitioned the project from Adobe XD to Figma to support a more scalable component-based design process.
- Prepared for launch: Supported app store readiness by creating preview assets for the App Store and Google Play.
Information Architecture
User Groups & Persona
E-ZPass
User Group:
Frequent drivers who use an in vehicle transmitter to track toll crossings and manage a prepaid account.
User Persona:
New User, Nina
Tolls by Mail
User Group:
Occasional drivers who may receive a toll bill after a single trip or infrequent crossing.
User Persona:
Occasional Visitor, Olivia
Temporary Travel Account
User Group:
Travelers who need temporary toll access during a brief stay, such as a two-week visit.
User Persona:
Journalist on Assignment, Jordan
Nina’s Background
Nina has recently moved to the New York from North Carolina to take care of her grandmother. She landed a job as a museum attendant and commutes from Long Island to New York City. She prefers to drive instead of take public transit in case of an emergency with her grandmother.
New to commuting with tolls.
Nina is not familiar with the New York toll system. She has downloaded the official app but is unsure of where to begin. She wished she had a guide to sign-up and sort out her needs and get her started.
Needs
To commute by car daily to work.
An account with Tolls NY to pay and keep a record of her crossings.
Direction on what type of account to sign up for and potential discounts.
Olivia want to go to a Broadway show in New York. She has always takes public transit to go to NYC but is unable to due to her recent knee surgery which limits her mobility.
As a result she has to drive. She is unfamiliar with the NYC tolling system its online interface.
Olivia’s Background
New to digital tolling payment
Olivia wants the flexibility to drive her own car to the city to accommodate her mobility needs. Wilma has downloaded the Tolls NY app and is overwhelmed by all the options presented to her. She wants to know how much she will spend on crossing.
Needs
To drive her car to NYC for a Broadway show.
Flexibility to travel at times convenient for her.
A way to pay for the tolling bill she will receive via email after her crossing.
Jordan is journalist that occasionally travels for his work. He usually uses public transportation to travel to his destinations. He currently has an assignment that will take him to NYC, he will be staying outside the city with a friend to save money. His job will require him to travel around various parts of the city for a limited time. Jordan decides to rent a car for his assignment. He values simplicity and guided tech experiences.
Jordan’s Background
Has to record travel expenses.
Sam needs to find a way to track his NYC toll crossing expenses for a week without opening a long-term account. He is unsure how to use the tolling system since he is used to traveling via public transit.
Needs
To use his own transportation.
Travel in and out of the city for a span of a 3 weeks.
A simple way to keep up with travel expenses.
Key Features
Simple Step-by-Step User Sign-Up
The app was large and complex as it was essentially three products in one. Each account type required its own dashboard, settings, and sign-up experience. The sign-up flow became the largest area of focus as it is the customers first point of contact and has to support multiple user paths while keeping the experience clear and manageable. Nina’s journey through sign-up became the key persona story for showing both the challenges and successes of the app.
An Information Rich Dashboard
Empowers users with information by view key account details from a single screen. User can take direct action from cards to make updates without having to navigate to the settings tab.
System Specific Dashboards
Dashboards individually designed to display important and relevant of each account type for maximum utility no matter the use case.
Assets, Components, & Colors
App Store & Google Play Store Reviews
A Gift!
July 22,2026
Ez pass is a gift. It allow continued travel making it possible to get to our destination timely generally avoiding backed traffic. Always grateful to have it. It is also a flexible system. On automatic payment but allows me to pay manually to avoid credit charges. Thank you.
Review from the App Store
Easy to Use
July 12,2026
So easy to use and navigate. I appreciate how the app allows you to use Apple Pay to add funds right away.
Review from the App Store
Smooth Transition
July 12,2026
Great app with easy tracking and transactions
Review from the App Store
*Usernames have been excluded for customer privacy purposes.