Sound Transit
Sound Transit
Streamlining Seattle's Public Transport
Sound Transit
Sound Transit
Project Overview
As part of a Design course at the University of Washington, I worked in a team of 4 to create a mobile application prototype to tackle Seattle's public transit infrastructure.
Through comprehensive market analysis and user research, we developed a solution that addressed real user needs with precision and empathy.
Project Overview
As part of a Design course at the University of Washington, I worked in a team of 4 to create a mobile application prototype to tackle Seattle's public transit infrastructure.
Through comprehensive market analysis and user research, we developed a solution that addressed real user needs with precision and empathy.
Role
UX Designer &
Researcher
UX Designer &
Researcher
Worked With:
3 others
Worked With:
3 others
Tools
Figma
Figma
Timeline
4 Weeks
4 Weeks
Tasks
Product design
Usability testing
Storytelling
User research
Role
UX Designer &
Researcher
Tools
Figma
Timeline
2 Weeks
Team
4 Members
Sound Transit Mobile App
PROBLEM
The Daily Transit Challenge
The Daily Transit Challenge
Every day, millions of King County commuters face a frustrating reality: while Sound Transit offers multiple apps to assist travelers, this fragmented approach forces users to juggle between different applications for basic transit tasks.
Every day, millions of King County commuters face a frustrating reality: while Sound Transit offers multiple apps to assist travelers, this fragmented approach forces users to juggle between different applications for basic transit tasks.
Commuters need to switch between one app for real-time arrivals, another for route planning, and yet another for payment—creating unnecessary complexity during time-sensitive commutes.
Commuters need to switch between one app for real-time arrivals, another for route planning, and yet another for payment—creating unnecessary complexity during time-sensitive commutes.
Example Applications
MyOrca
OneBusyAway
Transit GO Ticket
Example Applications
MyOrca
OneBusyAway
iCarpool
SOLUTION
A Transit Companion
A Transit Companion
A Transit Companion
Our solution transforms the complex web of transit apps into a single seamless experience that puts every transit tool at users' fingertips.
Our solution transforms the complex web of transit apps into a single seamless experience that puts every transit tool at users' fingertips.
Journey Timeline
Breaks down complex transit routes into clear, timed segments so riders know exactly how they'll get from A to B.
Every segment precisely timed
Multiple routes easily compared
Total trip details upfront (fare, est. time)
All transfer points shown
Step-by-Step Navigation
Guides riders through their journey with precise, sequential instructions from start to destination.
Clear station entry points
Specific train directions shown
Exact transfer instructions
Walking routes included
Arrival confirmation details
Step-by-Step Navigation
Step-by-Step Navigation
Guides riders through their journey with precise, sequential instructions from start to destination.
Clear station entry points
Specific train directions shown
Exact transfer instructions
Walking routes included
Arrival confirmation details
Guides riders through their journey with precise, sequential instructions from start to destination.
Clear station entry points
Specific train directions shown
Exact transfer instructions
Walking routes included
Arrival confirmation details
Integrated Orca Card
Integrated Orca Card
Streamlines ORCA card reloading with saved payment methods and preset amounts for faster transactions.
Phone based payment
Instant balance viewing
Quick-add amount options
Saved payment methods
Custom amount flexibility
Streamlines ORCA card reloading with saved payment methods and preset amounts for faster transactions.
Phone based payment
Instant balance viewing
Quick-add amount options
Saved payment methods
Custom amount flexibility
Journey Timeline
Journey Timeline
Breaks down complex transit routes into clear, timed segments so riders know exactly how they'll get from A to B.
Every segment precisely timed
Multiple routes easily compared
Total trip details upfront (fare, est. time)
All transfer points shown
Breaks down complex transit routes into clear, timed segments so riders know exactly how they'll get from A to B.
Every segment precisely timed
Multiple routes easily compared
Total trip details upfront (fare, est. time)
All transfer points shown
Making It Personal
Making It Personal
Personalizes your transit experience by understanding your typical commuting patterns and preferences during initial setup.
Customized travel suggestions
Smart route filtering
Personalized fare options
Tailored activity recommendations
Personalizes your transit experience by understanding your typical commuting patterns and preferences during initial setup.
Customized travel suggestions
Smart route filtering
Personalized fare options
Tailored activity recommendations
BACKGROUND
But How Did We Get Here?
But How Did We Get Here?
But How Did We Get Here?
To start, King County offers a wide range of mobile and web applications for accessing public transportation services, including:
To start, King County offers a wide range of mobile and web applications for accessing public transportation services, including:
RESEARCH
Transit Apps are Letting Users Down
Transit Apps are Letting Users Down
Their transit app themselves fall short of user needs, with App Store reviews revealing consistent quality issues and poor performance.
Their transit app themselves fall short of user needs, with App Store reviews revealing consistent quality issues and poor performance.
myORca Reviews
myORca Reviews
myORca Reviews
OneBusAway Reviews
OneBusAway Reviews
One Bus Away Reviews
Negativity Impacting Businesses
Negativity Impacting Businesses
App store reviews reveal widespread user frustrations, pushing riders toward alternatives like Uber and Lyft.
App store reviews reveal widespread user frustrations, pushing riders toward alternatives like Uber and Lyft.
Sound Transit Apps
Sound Transit Apps
Uber + Lyft
Uber + Lyft
Understanding the Users
Understanding the Users
Understanding the Users
Persona - Daily Commuter
Persona - Daily Commuter
Aspiration
I want to optimize my daily commute and build a reliable routine. I hope to save enough money using public transit to eventually afford my own car while maintaining a professional schedule.
I want to optimize my daily commute and build a reliable routine. I hope to save enough money using public transit to eventually afford my own car while maintaining a professional schedule.
Frustration
When buses arrive later than the app predicts
When having to switch between multiple apps for one journey
When paying more than expected for rides
When getting conflicting information across different apps
When buses arrive later than the app predicts
When having to switch between multiple apps for one journey
When paying more than expected for rides
When getting conflicting information across different apps
Interest
Payment Method: ORCA card, mobile payments
Usage Pattern: Daily rush hour commuter
Payment Method: ORCA card, mobile payments
Usage Pattern: Daily rush hour commuter
Dylan
Accountant
Post-Grad, Seattle
Persona - The New Comer
Persona - The New Comer
Aspiration
I want to experience everything Seattle has to offer without getting lost or confused. I hope to navigate the city like a local and make the most of my vacation time.
I want to experience everything Seattle has to offer without getting lost or confused. I hope to navigate the city like a local and make the most of my vacation time.
Frustration
When unsure which transit option is best for sightseeing
When confused by multiple transit apps
When missing tourist attractions due to navigation issues
When uncertain about local transit etiquette
When unsure which transit option is best for sightseeing
When confused by multiple transit apps
When missing tourist attractions due to navigation issues
When uncertain about local transit etiquette
Interest
Transit Needs: Multi-modal (bus, rail, walking)
Planning Style: Day-by-day exploration
Transit Needs: Multi-modal (bus, rail, walking)
Planning Style: Day-by-day exploration
Kathy
Social Media Persona
Mid 20's, New York City
To better understand the complex user experience within Sound Transit apps, I began by developing two distinct personas. This gave me further insights on the audience's desires, needs, and behaviors when it comes to commuting in Seattle.
Persona - Daily Commuter
Dylan
Accountant
Post-Grad, Seattle
Aspiration
I want to optimize my daily commute and build a reliable routine. I hope to save enough money using public transit to eventually afford my own car while maintaining a professional schedule.
Frustration
When buses arrive later than the app predicts
When having to switch between multiple apps for one journey
When paying more than expected for rides
When getting conflicting information across different apps
Interest
Payment Method: ORCA card, mobile payments
Usage Pattern: Daily rush hour commuter
Persona - The Newcomer
Aspiration
I want to experience everything Seattle has to offer without getting lost or confused. I hope to navigate the city like a local and make the most of my vacation time.
Frustration
When unsure which transit option is best for sightseeing
When confused by multiple transit apps
When missing tourist attractions due to navigation issues
When uncertain about local transit etiquette
Interest
Transit Needs: Multi-modal (bus, rail, walking)
Planning Style: Day-by-day exploration
Kathy
Social Media Persona
Mid 20's, New York City
Surveys Galore
Surveys Galore
To validate the personas, I recorded answers from participants using a mix of in-person questionnaires and online surveys, asking three main questions.
To validate the personas, I recorded answers from participants using a mix of in-person questionnaires and online surveys, asking three main questions.
I asked 10 participants:
I asked 10 participants:
1
1
1
What are your biggest challenges when using Sound Transit apps?
What are your biggest challenges when using Sound Transit apps?
What are your biggest challenges when using Sound Transit apps?
2
How often do you experience these issues?
3
What feature would most improve your transit experience?
How often do you experience these issues?
2
2
How often do you experience these issues?
What features would most improve your transit experience?
3
3
What feature would most improve your transit experience?
SYNTHESIS
Top Challenges Found
Top Challenges Found
After compiling and analyzing our survey data, our research revealed these user frustrations about the current transit apps:
After compiling and analyzing our survey data, our research revealed these user frustrations about the current transit apps:
90%
90%
struggle with complex transit routes and unclear directors
struggle with complex transit routes and unclear directors
struggle with complex transit routes and unclear directors
80%
80%
frustrated with managing separate ORCA cards and their phone
frustrated with managing separate ORCA cards and their phone
frustrated with managing separate ORCA cards and their phone
70%
70%
face difficulties finding activities based on their interests
face difficulties finding activities based on their interests
face difficulties finding activities based on their interests
70%
70%
experienced stress from unreliable arrival time estimates
experienced stress from unreliable arrival time estimates
stressed from unreliable arrival time estimates
60%
60%
annoyed with directions involving multiple transfers
annoyed with directions involving multiple transfers
annoyed with directions involving multiple transfers
Moving Forward
Moving Forward
Moving Forward
Our findings served as a critical lens, enabling us to articulate a precise problem statement that became the driving force behind our design solution.
Our findings served as a critical lens, enabling us to articulate a precise problem statement that became the driving force behind our design solution.
“How might we streamline the transit experience for King County riders by consolidating multiple applications into a single, intuitive platform that serves both daily commuters and city explorers?”
“How might we streamline the transit experience for King County riders by consolidating multiple applications into a single, intuitive platform that serves both daily commuters and city explorers?”
“How might we streamline the transit experience for King County riders by consolidating multiple applications into a single, intuitive platform that serves both daily commuters and city explorers?”
-problem statement
-problem statement
DESIGN REQUIREMENTS
What Features Do We Need?
What Features Do We Need?
What Features Do We Need?
Now that we understood the problem at hand, we had a brainstorming session where we agreed on some of the main features for our app. Taking insights from our user research in order to create features best catered to users needs.
Now that we understood the problem at hand, we had a brainstorming session where we agreed on some of the main features for our app. Taking insights from our user research in order to create features best catered to users needs.
#1
#1
#1
Efficient Commute Planning
Shows the fastest routes via bus or light rail, providing real-time updates to help commuters avoid delays.
Shows the fastest routes via bus or light rail, providing real-time updates to help commuters avoid delays.
Shows the fastest routes via bus or light rail, providing real-time updates to help commuters avoid delays.
#2
#2
#2
Seamless Payment Integration
Integrates ORCA payments and stores payment information, enabling quick and secure transactions on the go.
Integrates ORCA payments and stores payment information, enabling quick and secure transactions on the go.
Integrates ORCA payments and stores payment information, enabling quick and secure transactions on the go.
#3
#3
#3
Step-by-step directions
Directions with clear street names and landmarks, guiding users confidently from start to finish.
Directions with clear street names and landmarks, guiding users confidently from start to finish.
Directions with clear street names and landmarks, guiding users confidently from start to finish.
#4
#4
#4
Experiences Tailored on Interests
Delivers tailored notifications of nearby events and recommendations based on user preferences and interests.
Delivers tailored notifications of nearby events and recommendations based on user preferences and interests.
Delivers tailored notifications of nearby events and recommendations based on user preferences and interests.
IDEATION
Sketches, Sketching, Sketched.
Sketches, Sketching, Sketched.
With key features in mind, we whiteboarded the primary features of the app, which guided the first iteration.
With key features in mind, we whiteboarded the primary features of the app, which guided the first iteration.
USABILITY TESTING
Listening to the Real Voices
Listening to the Real Voices
Listening to the Real Voices
With our fully-functional, clickable wireframes we ensured all key features were operational by conducting user testing. To do so, we presenting users with a set of tasks and observed pain points, user work flow, and general functionality of the app. Here is what we found:
With our fully-functional, clickable wireframes we ensured all key features were operational by conducting user testing. To do so, we presenting users with a set of tasks and observed pain points, user work flow, and general functionality of the app. Here is what we found:
Features Implemented based off User Testing
Features Implemented based off User Testing
Features Implemented based off User Testing
1
A 'favorites page' where users such as a daily commuter could save frequently visited locations.
A 'favorites page' where users such as a daily commuter could save frequently visited locations.
A 'favorites page' where users such as a daily commuter could save frequently visited locations.
2
An improved navigation bar with labeling with visual feedback.
An improved navigation bar with labeling with visual feedback.
An improved navigation bar with labeling with visual feedback.
3
A less cluttered 'interest filter' with feedback saying it was ugly and cluttered.
A less cluttered 'interest filter' with feedback saying it was ugly and cluttered.
A less cluttered 'interest filter' with feedback saying it was ugly and cluttered.
Making User Feedback Count
Making User Feedback Count
Making User Feedback Count
Based on user feedback, we made several adjustments. These updates, driven directly by user insights, resulted in a more seamless and engaging experience, aligning closely with the needs and behaviors of our target audience.
Based on user feedback, we made several adjustments. These updates, driven directly by user insights, resulted in a more seamless and engaging experience, aligning closely with the needs and behaviors of our target audience.
#1 - Improved Interest Filtering Screen
User testing revealed that participants found the original toggle interface overwhelming. The subtle color contrast between selected and unselected states created uncertainty, with users frequently losing track of their choices.
After
Before
We reimagined the interest selection interface with:
Colorful, distinct icons for each category
Larger, more visually engaging buttons
Clear labeling and visual hierarchy
Progress indicator at the top
Limited selection (up to 5) to prevent choice overload
#2 - Favorites Feature
#2 - Favorites Feature
Our research with daily commuters highlighted a common frustration: repeatedly entering the same destinations and routes every day, wasting valuable time during their morning rush. So, we introduced the favorites feature!
Personalized hub that remembers frequent destinations/routes, for quick access to travel information.
One-tap route launch
Saved locations library
Frequent trips memory
Quick address search
#1 - Improved Interest Filtering Screen
User testing revealed that participants found the original toggle interface overwhelming. The subtle color contrast between selected and unselected states created uncertainty, with users frequently losing track of their choices.
User testing revealed that participants found the original toggle interface overwhelming. The subtle color contrast between selected and unselected states created uncertainty, with users frequently losing track of their choices.
Before
Before
After
After
We reimagined the interest selection interface with:
Colorful, distinct icons for each category
Larger, more visually engaging buttons
Clear labeling and visual hierarchy
Progress indicator at the top
Limited selection (up to 5) to prevent choice overload
FINALIZED DESIGNS
Putting It All Together
Putting It All Together
Putting It All Together
Through continuous iteration and user feedback integration, we successfully developed a mobile app prototype that addressed our initial problem statement.
As the team's sole designer, I led the UI/UX development process. Below is the final, user-friendly interface created in Figma.
Through continuous iteration and user feedback integration, we successfully developed a mobile app prototype that addressed our initial problem statement.
As the team's sole designer, I led the UI/UX development process. Below is the final, user-friendly interface created in Figma.
REFLECTION
What I Learned
What I Learned
What I Learned
Working on Sound Transit was my first ever project and my first time being a team leader. And collaborating with a highly motivated team throughout the entire process, from conducting research to creating prototypes, was an incredibly rewarding experience that made all the challenges and obstacles we encountered along the way worthwhile.
Working on Sound Transit was my first ever project and my first time being a team leader. And collaborating with a highly motivated team throughout the entire process, from conducting research to creating prototypes, was an incredibly rewarding experience that made all the challenges and obstacles we encountered along the way worthwhile.
#1
#1
#1
Customer always comes first
Customer always comes first
Customer always comes first
While it may be easier to design solely for what I like, by embracing user-centered design, I am able to craft solutions that make a meaningful impact on people’s lives.
While it may be easier to design solely for what I like, by embracing user-centered design, I am able to craft solutions that make a meaningful impact on people’s lives.
While it may be easier to design solely for what I like, by embracing user-centered design, I am able to craft solutions that make a meaningful impact on people’s lives.
#2
#2
#2
The first design is never the final
The first design is never the final
The first design is never the final
Although I was quite proud of the initial iteration, user testing revealed the importance of continuous feedback and revisions. Without it, the final product wouldn't have met user needs.
Although I was quite proud of the initial iteration, user testing revealed the importance of continuous feedback and revisions. Without it, the final product wouldn't have met user needs.
Although I was quite proud of the initial iteration, user testing revealed the importance of continuous feedback and revisions. Without it, the final product wouldn't have met user needs.
#3
#3
#3
Backing up my design decisions
Backing up my design decisions
Backing up my design decisions
There were instances where team members had doubts about each other's design choices. By incorporating user research insights and UX principles into my designs, I was able to justify my decisions.
There were instances where team members had doubts about each other's design choices. By incorporating user research insights and UX principles into my designs, I was able to justify my decisions.
There were instances where team members had doubts about each other's design choices. By incorporating user research insights and UX principles into my designs, I was able to justify my decisions.
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© 2024 Jonathan To Site. All rights reserved.