01
Onboarding
A paginated welcome flow sets expectations and introduces new tools in digestible steps.
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01
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Website
Foothill
Transit
Launch
2.8.2023
Role
Lead UX Designer
Contributions
User research + Satekeholder Interviews + User Journeys + Sitemap + Wireframes
Involvement
May 2021 - March 2019
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01
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Website
Foothill Transit
Launch
2.8.2023
Role
Lead UX Designer
Contributions
User research + Satekeholder Interviews + User Journeys + Sitemap + Wireframes
Involvement
May 2021 - March 2019
[
01
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Website
Foothill
Transit
Launch
2.8.2023
Role
Lead UX Designer
Contributions
User research + Satekeholder Interviews + User Journeys + Sitemap + Wireframes
Involvement
May 2021 - March 2019
[
01
]
Website
Launch
2.8.2023
Role
Lead UX Designer
Contributions
User research + Satekeholder Interviews + User Journeys + Sitemap + Wireframes
Involvement
May 2021 - March 2019
[
01
]
Website
Launch
2.8.2023
Role
Lead UX Designer
Contributions
User research + Satekeholder Interviews + User Journeys + Sitemap + Wireframes
Involvement
May 2021 - March 2019
Foothill Transit modernized its 39 route network by launching an organized web interface with real time bus tracking. The result is a more efficient, sustainable connection between the San Gabriel Valley and Southern California’s urban centers.
Foothill Transit modernized its 39 route network by launching an organized web interface with real time bus tracking. The result is a more efficient, sustainable connection between the San Gabriel Valley and Southern California’s urban centers.
Foothill Transit modernized its 39 route network by launching an organized web interface with real time bus tracking. The result is a more efficient, sustainable connection between the San Gabriel Valley and Southern California’s urban centers.
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Challenges + Goals
Through deep dives with stakeholders and a complete audit of the current system, I set out to overhaul the digital transit experience. The mission was to reimagine the Trip Planner and site architecture to create a seamless, accessible journey for every rider.
Through deep dives with stakeholders and a complete audit of the current system, I set out to overhaul the digital transit experience. The mission was to reimagine the Trip Planner and site architecture to create a seamless, accessible journey for every rider.
Through deep dives with stakeholders and a complete audit of the current system, I set out to overhaul the digital transit experience. The mission was to reimagine the Trip Planner and site architecture to create a seamless, accessible journey for every rider.
01
Streamlining Rider Self-Service
Poor site navigation forced users to hunt for information, driving frustrated commuters to overwhelm customer service with avoidable calls.
Simplify the architecture and vernacular to create an intuitive interface that empowers riders to self-serve.
01
Streamlining Rider Self-Service
Poor site navigation forced users to hunt for information, driving frustrated commuters to overwhelm customer service with avoidable calls.
Simplify the architecture and vernacular to create an intuitive interface that empowers riders to self-serve.
01
Streamlining Rider Self-Service
Poor site navigation forced users to hunt for information, driving frustrated commuters to overwhelm customer service with avoidable calls.
Simplify the architecture and vernacular to create an intuitive interface that empowers riders to self-serve.
02
Accessibility Gaps
The legacy platform failed to champion the needs of differently-abled riders, which are a ignificant percentage or riders, creating significant barriers to travel.
Implement a UX framework that aligns strictly with WCAG 2 standards to provide an inclusive experience for all commuters.
02
Accessibility Gaps
The legacy platform failed to champion the needs of differently-abled riders, which are a ignificant percentage or riders, creating significant barriers to travel.
Implement a UX framework that aligns strictly with WCAG 2 standards to provide an inclusive experience for all commuters.
02
Accessibility Gaps
The legacy platform failed to champion the needs of differently-abled riders, which are a ignificant percentage or riders, creating significant barriers to travel.
Implement a UX framework that aligns strictly with WCAG 2 standards to provide an inclusive experience for all commuters.
03
Information Lag
A lack of immediate updates left riders in the dark about where their bus was or when it would actually arrive.
Integrate a real time bus schedule system and an automated alert management tool for instant, accurate updates.
03
Information Lag
A lack of immediate updates left riders in the dark about where their bus was or when it would actually arrive.
Integrate a real time bus schedule system and an automated alert management tool for instant, accurate updates.
03
Information Lag
A lack of immediate updates left riders in the dark about where their bus was or when it would actually arrive.
Integrate a real time bus schedule system and an automated alert management tool for instant, accurate updates.
04
Low Rider Engagement
A clunky digital presence made public transit feel like a last resort rather than a preferred choice.
Build a modern, reliable Trip Planner that encourages the community to choose Foothill Transit for their daily commute.
04
Low Rider Engagement
A clunky digital presence made public transit feel like a last resort rather than a preferred choice.
Build a modern, reliable Trip Planner that encourages the community to choose Foothill Transit for their daily commute.
04
Low Rider Engagement
A clunky digital presence made public transit feel like a last resort rather than a preferred choice.
Build a modern, reliable Trip Planner that encourages the community to choose Foothill Transit for their daily commute.
"I usually end up calling customer service when I’m looking for bus schedules becuase I can never find them on website. I’d rather just look it up myself on my phone."
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Stephany R., 26
"I usually end up calling customer service when I’m looking for bus schedules becuase I can never find them on website. I’d rather just look it up myself on my phone."
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Stephany R., 26
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Experience Strategy
User interviews and field observations shaped a strategy that supports daily and first-time commuters alike.
User interviews and field observations shaped a strategy that supports daily and first-time commuters alike.
User interviews and field observations shaped a strategy that supports daily and first-time commuters alike.
01
Frictionless Onboarding
Unpack rider anxieties and desires, creating an introduction that sets expectations quickly.
01
Frictionless Onboarding
Unpack rider anxieties and desires, creating an introduction that sets expectations quickly.
01
Frictionless Onboarding
Unpack rider anxieties and desires, creating an introduction that sets expectations quickly.
02
Information Scaffolding
Develop focused Bus Basics content to mitigate first time rider anxiety and build confidence.
02
Information Scaffolding
Develop focused Bus Basics content to mitigate first time rider anxiety and build confidence.
02
Information Scaffolding
Develop focused Bus Basics content to mitigate first time rider anxiety and build confidence.
03
Real-Time Responsiveness
Place live tools and vital transportation data in the utility navigation so decisions can be made instantly.
03
Real-Time Responsiveness
Place live tools and vital transportation data in the utility navigation so decisions can be made instantly.
03
Real-Time Responsiveness
Place live tools and vital transportation data in the utility navigation so decisions can be made instantly.
04
Community Connection
Create a dedicated section to highlight Foothill Transit’s technological initiatives, reinforcing community trust.
04
Community Connection
Create a dedicated section to highlight Foothill Transit’s technological initiatives, reinforcing community trust.
04
Community Connection
Create a dedicated section to highlight Foothill Transit’s technological initiatives, reinforcing community trust.
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Implementation
To bridge the gap between complex transit data and effortless travel, I guided the team to reduce a user's cognitive load and highlight content clarity.
To bridge the gap between complex transit data and effortless travel, I guided the team to reduce a user's cognitive load and highlight content clarity.
To bridge the gap between complex transit data and effortless travel, I guided the team to reduce a user's cognitive load and highlight content clarity.
01
Onboarding
A paginated welcome flow sets expectations and introduces new tools in digestible steps.
01
Onboarding
A paginated welcome flow sets expectations and introduces new tools in digestible steps.
02
Contextual Location Access
Requesting location permissions at the first visit prepopulates starting points, minimizing repetitive data entry.
02
Contextual Location Access
Requesting location permissions at the first visit prepopulates starting points, minimizing repetitive data entry.
02
Contextual Location Access
Requesting location permissions at the first visit prepopulates starting points, minimizing repetitive data entry.
03
Trip Planner
A persistent sticky footer houses a streamlined two step planner with Metro Planner and Google Maps options, respecting user preference through personalization.
03
Trip Planner
A persistent sticky footer houses a streamlined two step planner with Metro Planner and Google Maps options, respecting user preference through personalization.
03
Trip Planner
A persistent sticky footer houses a streamlined two step planner with Metro Planner and Google Maps options, respecting user preference through personalization.
04
Real-time Data
Integrated live updates, pairing GTFS feeds with custom interactions so the site acts like a friendly announcer rather than a static bulletin.
04
Real-time Data
Integrated live updates, pairing GTFS feeds with custom interactions so the site acts like a friendly announcer rather than a static bulletin.
04
Real-time Data
Integrated live updates, pairing GTFS feeds with custom interactions so the site acts like a friendly announcer rather than a static bulletin.
05
Accessibility Enhancements
WCAG 2.1 alignment delivers keyboard navigability, structural clarity, and reliable contrast, reinforcing accessibility heuristics for all riders.
05
Accessibility Enhancements
WCAG 2.1 alignment delivers keyboard navigability, structural clarity, and reliable contrast, reinforcing accessibility heuristics for all riders.
05
Accessibility Enhancements
WCAG 2.1 alignment delivers keyboard navigability, structural clarity, and reliable contrast, reinforcing accessibility heuristics for all riders.
"As someone who relies on a screen reader, I often find transit sites impossible to navigate. This new site is awesome! It’s structured, I know where to find things, and incredibly easy to use."
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Giorg Y., 37
"As someone who relies on a screen reader, I often find transit sites impossible to navigate. This new site is awesome! It’s structured, I know where to find things, and incredibly easy to use."
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Giorg Y., 37
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Conclusion
By bridging complex transit data with human centered design, the platform now behaves like a dependable travel companion.
By bridging complex transit data with human centered design, the platform now behaves like a dependable travel companion.
Operational strain on customer support has eased, and rider confidence has been restored, proving that clarity and timeliness can turn a bus ride into a daily ritual rather than a last resort.
Operational strain on customer support has eased, and rider confidence has been restored, proving that clarity and timeliness can turn a bus ride into a daily ritual rather than a last resort.
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Takeaways
When serving a diverse public, task based design must sing louder than persona labels. Shared rider needs informed every decision, keeping essential tools visible without interrupting storytelling.
When serving a diverse public, task based design must sing louder than persona labels. Shared rider needs informed every decision, keeping essential tools visible without interrupting storytelling.
This project reaffirmed that intuitive UX is as valuable for business optimization as it is for community goodwill; by transforming a complex architecture into a self-service ecosystem we cut support calls and gave riders the reins.