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Image by Jordan Merrick

Transit Delay & Disruption Experience

Design Opportunity 

How might we improve communication to employees and customers during service disruptions for a major transit organization?

Quick Facts

The Details

Role & Activities

  • Led user research, ideation, client workshops, and design production.

  • Planned and led 50+ stakeholder/user interview and observation sessions.

  • Trained business analysts in conducting contextual inquiry.

  • Planned and facilitated co-creative workshop for 36 people.

  • Led team in ideation and synthesis activities and creation of current state journey and blueprint.

  • Created future state journey and product roadmap.

  • Oversaw prototype production of two other interaction designers.

 

Discovery

I led a team of interaction designers and business consultants in using human-centered design to assess employee experience, internal procedures, and customer experience to improve communication breakdowns during mass transit disruptions and delays. I planned and led secondary research and a two day contextual inquiry and interview effort on-site at the client's operations headquarters which we then synthesized into a service blueprint (Image 1).

I also planned and facilitated a full day co-creative workshop with organization leadership and employees to identify customer and employee needs and opportunities and define a strategic vision (see Images 2 and 3 for visuals of the planning process and one of the templates participants used for generating solution ideas). Coming out of the workshop, I led the team in synthesizing 150+ ideas into themes and concepts to carry forward.

Design

Based on the synthesis of the workshop output, I crafted a future state journey in collaboration with a visual designer to illustrate the organization's North Star vision and built a phased roadmap for actionable implementation. I also oversaw the wireframe production of two junior interaction designers for the immediate solutions the client was planning to implement. 

Future Directions

We captured 21 solutions in a phased roadmap to guide implementation, along with wireframes, a prototype, and user stories for the digital solution concepts which we passed on to the client's development team.

Image 1: Mapping out the current state blueprint

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Image 2: Planning out the workshop agenda

workshopstructure.png

 

Image 3: Divergent thinking activity for idea generation

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©2022 by Mandy Dols - Senior Designer. Proudly created with Wix.com

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