Found Space
Transforming scattered services into a clear, scalable information architecture serving all of Dubai
project overview
Project
Parkin Website
Client
Parkin
Role
Senior UX/UI Designer
Services
Service Design
Information Architecture
UX/UI Design
Platform
Responsive Web (Mobile First)
Duration
Jan - May 2024
The Challenge
When Parkin transitioned from being part of RTA's integrated transport services to becoming Dubai's standalone parking operator, they faced a fundamental structural challenge. Operating within RTA's comprehensive service ecosystem had served Dubai well, but Parkin's evolution into an independent, publicly-traded company required establishing its own distinct identity and service structure.
Parkin offered dozens of services: subscriptions for residents, permits for businesses, reservations for visitors, multistorey parking, roadside parking, diplomatic permits, medical facility parking, construction site parking, fleet management, and fine payment; each with different rules, audiences, and workflows. As an independent platform, these services needed clear organization and presentation that hadn't been necessary within RTA's integrated system.
The challenge was service design at scale. We needed to create an information architecture that could handle current service complexity while scaling for future growth, serve multiple distinct audiences with different needs, and make it effortless for users to find and manage their parking services. This wasn't just building a website, it was establishing Parkin's independent service structure from the ground up.
Service Mapping & Audience Definition
We began by mapping every service Parkin needed to offer as an independent operator, documenting requirements, user types, permissions, and workflows. Working alongside a small team of designers, we conducted extensive research analyzing how users would access parking services through a dedicated platform and where opportunities existed to improve clarity and access.
The breakthrough came from recognizing that Parkin serves three fundamentally different audiences with distinct needs.
Personal users need transactional services: quick ways to park, subscribe, or pay.
Business users need the same transactional patterns but with fleet management, multiple vehicles, and administrative controls.
Investors need something entirely different: financial reports, stock information, governance documents, and ESG data.
Serving these audiences required distinct structural approaches tailored to their specific needs.
Information Architecture: The Four Core Actions
For Personal and Business users, I identified a pattern beneath the complexity: despite dozens of specific services, they all fell into four core action types: Subscribe, Reserve, Get Permit, and Pay Fines. Every parking service Parkin offered could be categorized into one of these four actions.
But the insight that made this structure truly user-centered was recognizing that every action has a lifecycle. Users don't just Subscribe, they later need to Manage their subscription, Renew it, or Make Changes. This "Do → Manage" pattern became foundational to the entire information architecture. Users could always find the initial action clearly, then return to manage it through consistent patterns.
The architecture created clear pathways: Personal users see their four core actions prominently. Business users see the same four actions but with additional services for fleet management and commercial operations. Investors see a completely different structure optimized for financial information and corporate governance. Each audience gets a tailored experience rather than navigating through irrelevant options.
Designing for Quick Tasks and Deep Needs
While the robust information architecture handled complexity, we also needed to optimize for speed. Many users have immediate, simple needs: pay for parking right now, find an available spot nearby, or quickly pay a fine. These quick tasks needed prominent placement and minimal friction, even while the full service catalog remained accessible for users with more complex needs.
The responsive design required different thinking for mobile versus desktop. On mobile, we prioritized location-based features and quick transactions, users rushing to park don't want to navigate deep menus. On desktop, we provided richer service exploration, detailed documentation, and comprehensive account management that benefits from larger screens and more deliberate interaction.
We delivered a comprehensive information architecture that transformed Parkin's scattered services into clear, intuitive pathways. The three-audience model ensures Personal users, Business users, and Investors each see relevant services without navigating through irrelevant options. The four core action types (Subscribe, Reserve, Get Permit, Pay Fines) provide clear mental models for how parking services work, while the consistent "Do → Manage" pattern means users always know where to return for changes or renewals.
The architecture scales beautifully. When Parkin adds new services, and they will, those services slot into existing categories rather than creating new complexity. A new subscription type goes under Subscribe. A new permit goes under Get Permit. The structure grows without degrading clarity.
The responsive platform successfully launched in May 2024 at parkin.ae, becoming Dubai's primary parking management solution. Users can quickly accomplish immediate tasks like finding parking or paying fines, while also accessing the full depth of services when needed. The clear pathways mean users spend less time searching and more time accomplishing their goals.
Parkin successfully launched in May 2025, establishing itself as Dubai's dedicated parking operator serving the entire emirate. The platform now handles everything from quick parking payments to complex fleet management for businesses, all through the information architecture we designed.
The measurable impact shows in user behavior. Task completion rates improved significantly because users can quickly find what they need rather than exploring multiple paths. Support inquiries about "where do I find X service" decreased as the categorization became intuitive. The clear separation between Personal, Business, and Investor sections means users only see relevant options, reducing cognitive load and decision fatigue.
For Parkin's business operations, the scalable architecture has proven its value. When they launched new subscription types and permit categories post-launch, these additions integrated seamlessly into existing structures without confusion. The platform supported their IPO transition, providing investors with dedicated access to financial information while keeping operational services focused on parking users.
Perhaps most importantly, the foundation we built continues to evolve with Parkin's growth. As they expand across Dubai and plan regional expansion, the service structure adapts without breaking. New parking zones, additional business services, and emerging user needs all fit within the framework, exactly as designed.
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