
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
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Led user research, ideation, client workshops, and design production.
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Planned and led 50+ stakeholder/user interview and observation sessions.
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Trained business analysts in conducting contextual inquiry.
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Planned and facilitated co-creative workshop for 36 people.
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Led team in ideation and synthesis activities and creation of current state journey and blueprint.
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Created future state journey and product roadmap.
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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

Image 2: Planning out the workshop agenda

Image 3: Divergent thinking activity for idea generation
