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A new, rider-centric app to help navigate subways, buses, Metro-North, and the Long Island Rail Road in NYC.

TIMELINE

March 2022 - Present                   

COMPANY

MTA - New York City Transit

TEAM

Team: UX Designer (Me), Product manager (Kowal), Product designer (Johnson), UX Researcher (Andy) & UX Researcher (Sarah).

PROBLEM

The current inability of the MYMTA App to provide a seamless, efficient and reliable service is negatively impacting the daily commuting experience of users.

GOAL

To enhance the overall commuting experience of MTA riders by delivering accurate, timely and pertinent information at their fingertips.

FINAL DESIGN SOLUTIONS

We listened to our consumers & redesigned the current MYMTA app with several new features and improved the UX. This will replace the current MYMTA app.

MYMTA APP

MTA App

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1

Stay informed of any trip changes with option trip alerts that notifies you of any delay

2

Live bus tracking on map. Receive instant information on how many stops and minutes away a bus is from you.  

MYMTA APP

MTA App

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MYMTA APP

MTA APP

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3

Notifies you of any system wide outages - Elevators, Maintenance, Inspections, planned work

4

Personalized smart alert that learns your preferred trips and proactively checks for alerts

MTA APP

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MTA APP

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EMPHATIZE

User Interviews

Competitive analysis

Persona's creation

Journey mapping 

Storyboard

Affinity mapping

DEFINE

Defining project goals

Identifying pain points

IDEATE

Solution sketches

Paper wireframing

Low fidelity wireframing

Design review session 1

 

=

Things I led

PROTOTYPE

Interactive high-fidelity 

Design review session 2

Stakeholders workshop

   

TEST

Usability Testing

USER RESEARCH

Primary research 

  • Conducted stakeholders and MTA Board of Directors workshop.

  • Interviewed internal MTA employees and coworkers to gather insights and expectations.

Secondary research

  • Conducted five external user interviews with daily commuters to understand their needs and preferences.

USER PERSONA

PERSONA 1

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JOHN DAVIS

  • Age: 32 - Male - Manhattan, New York - Software Developer

Bio

  • Tech-savvy and always looking for solutions to streamline his daily tasks

Needs and Goals: 

  • Needs accurate, real-time updates to plan his travel effectively.

  • Wants to minimize his commute times and avoid disruptions due to unforeseen delays.

  • Expects the app to be intuitive with easy access to necessary information.

  • Desires a feature that alerts him about changes to his usual routes or any significant delays.

Challenges and Pain Points:

  • Frustrated when the app's real-time updates are not accurate, leading to delays.

  • Struggles to quickly find alternative routes when his usual subway line has an issue.

  • Finds it challenging to predict the cost of his trips accurately if he's using different modes of MTA transportation (subway, bus, etc.).

PERSONA 2

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SARAH COLLINS

  • Age: 40 - Female - Brooklyn, New York - Marketing Manager

Bio

Sarah is a full-time marketing manager in a leading advertising agency based in Manhattan. 

Needs and Goals:

  • Save time during her commute by getting real-time updates on subway schedules.

  • Be notified of any service changes, delays, or disruptions promptly.

  • Easily refill her MetroCard or pay for fares via the app.

  • Have an easy-to-use interface for journey planning, including alternative routes.

Challenges and Pain points:

  • Sarah gets frustrated when there are unexpected delays or service changes and she is not informed in advance

  • Sometimes she forgets to refill her MetroCard on time and wishes for a feature that can remind her or auto-refill.

COMPETITIVE ANALYSIS

We concluded that SEPTA and NJ Transit offered real-time updates and mobile ticketing options which will be featured in our new app.

  • We analyzed the desktop experience, mobile experience, accessibility, user flow, navigation, features, navigation and descriptiveness.

NJ Transit App - Direct competitor 

 SEPTA App - Direct competitor   

Google Maps - Indirect competitor   

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NEW ADDED FEATURES

We derived a comprehensive list of new features by analyzing and combining all our research methods.

PAPER WIREFRAMES - DESIGNING THE SOLUTION

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Sketched out a few screen solutions for the design review 

WIREFRAMING - LOW FIDELITY 

We converted our paper wireframe solutions into a low fidelity prototype using Figma.

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USABILITY STUDY

We developed a roadmap which is the list of features we want to add to the app. It gives a high-level picture of the future of the app. 

  • The roadmap will change often based on feedback from our beta testers and internal priorities.

USER TESTING SESSION

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BETA TESTING IS CURRENTLY IN PROGRESS

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