Problem

The NYC subway system sees an average 3.6 million daily riders spread across 472 subway stations. In 2023, the average percentage of on-time service was 65% and the lowest of major city transit systems in the U.S. Many of the delays come from overcrowding during peak commuting hours and maintenance needed to keep up with the high volume of usage.

Subway users are frustrated with the inconsistent communication provided by the MTA about delays and obstructions that occur during peak commuting times.

A deeper investigation was explored for where improvements can be made to create a better commuter experience between riders and the tools used to structure their travel needs.

*Educational project as part of Designlab UX Academy. Any Feedback is appreciated!

Duration

8 weeks: September-November 2024

My Role

UX/UI Designer

Tools

Figma

Skills

User research and testing, synthesis, ideation, prototyping, iteration, and visual design

Research

Beyond secondary research conducted online, I also looked at other tools currently available for Subway riders to use in navigating their morning commute. In a competitive analysis, I explored mobile apps like Transit, NYC MTA, and City Mapper. I also looked at indirect competitors Amtrak and Google Maps.

I noticed these apps were great at retrieving quick results for how to get to a destination but relied on written directions and hidden messaging to update and alert users.

Transit App is a gamified navigation app available in multiple countries that helps users go from point A to B. Well liked with a younger audience for its playful UI and easy to use map.
NYC MTA comes directly from the transit authority system. It includes all modes of transportation offered by the city and integrates the Long Island railroad and New Jersey lines seamlessly.
City Mapper has a strong international and tourist base for its interactive maps that encourage exploration in areas of interest. They feature options for users with disabilities or users who are concerned with environmental impact.
Amtrak was an indirect competitor since its main goal is for long distance commuting. One of the only options for train travel between U.S. cities, it offers connections to places otherwise unreachable.
Google Maps has developed it’s map system to include the NYC subway although not typically a transit app. It is known for it’s real-time train stats and broad range of updated information.

Full analysis here

Looking at the current transportation market, there were many apps that posed as NYC subway specific but it was hard to know how much mobile apps were referenced by riders. I conducted a survey with 8 participants to understand their app tendencies during their commute.

Using the survey results to broadly summarize the typical subway user experience, I was able to see how mobile apps were pivotal during transit times.

This helped shape my interview questions about a riders typical commute experience where I interviewed five Subway users between the ages of 24 and 32 to see what was most useful in their commute decision making.

Key Insights

Users almost universally felt structural frustrations with the current subway system that may not be solvable through a digital product
It is uncommon for users of the subway system to bother using multiple digital platforms when they are in a pinch and need to move quickly to their destination
Users want a more personal approach when it comes to creating and scheduling routes, saving frequently used stations, and accessing directions or updates while offline

Synthesis

From my interviews, I developed a persona to help define what users would need a digital platform to serve this communication gap felt while riding the NYC subway. The avid subway rider who values accurate data and schedule tracking to stay on top of their commuting needs, even when accidents or delays occur.

With my target user defined, I was able to examine what a solution would start to look like. I went on to organize a sketch session with four other designers that centered around
the question:

How might we incorporate more useful information into planning or scheduling subway routes?

Ideation

The sketch session helped me brainstorm solutions like gamification through exploring the city, creating a points system for using different routes or getting to places quickly, a map that is fun for users to use with suggestions of where to go, and improved written and visual directions for locating the best path within a subway station.

Taking snippets of ideas from the sketch session, I dove into developing a new transportation app specifically built for New Yorkers that incorporates a playful way to develop a commuting schedule and quick access to information about stations, without compromising accurate updates or changes to their route. I curated a user flow to determine how users would interact and move through the new platform to create a route.

User Flow

Design

To confirm the logistics of the main user flow of setting up and saving a route, I brought it into Figma to create mid-fidelity screens to conduct usability testing.

Iterations

I tested the mid-fidelity prototype with 3 participants for two task flows which were searching for a route to save to their favorites and adding a commute to their schedule to sync with a calendar.