Simplifying navigation of the New York public transportation
The MTA’s MYmta app, launched in 2018, provides real-time updates for New York City’s subway and bus system. Despite its importance, the app has faced criticism for usability issues, making it unreliable for commuters.
After relocating to New York for graduate school, I found navigating the subway intimidating. During a trip to the Brooklyn Botanic Garden, my friend and I got stranded due to a lack of updates or explanations from the app. This experience inspired me to pitch a redesign to the Product Director, aiming to improve the app’s navigation and tracking for both daily commuters and tourists.
Validating my personal assumptions
To ensure my design addressed real user pain points, I conducted a survey to gather insights on how people navigate New York City’s public transportation system. The survey gathered responses from 121 participants across various age groups and familiarity levels with New York City’s transit system, providing a diverse perspective on the challenges commuters face.
100%
use Google or Apple Maps along with another app for timing and updates.
89%
use the MTA app for train/bus timings to reach their destination.
81%
use the MTA app to check for delays and route changes due to maintenance.
Analyzing online reviews
To better understand the challenges and strengths of the MYmta app, I analyzed tens of thousands of reviews from platforms like JustApp, Apple App Store, and Google Reviews. Using web scraping and data visualization in Python, I identified recurring themes and key issues through word clouds, streamlining the analysis process. [Link to code and analysis explanation]
Word cloud and insights
Favorite Trains or Routes
Want to easily check on their favorite (saved/most used) trains and lines.
Next Trains
Check the next train's arrival time and status when they miss a train they intended to get on
Update Changes
Immediate updates on service changes, alternate options and information detected clearly.
Analyzing large collections of data and visualizing it in different ways based on the requirement of the project can be very helpful in getting insights. It could also be used to study the various competitors and what users like and dislike about them.
How might we simplify navigating and tracking New York public transit?
Tourist Tanvi
Tanvi is thrilled to finally explore New York City, but the thought of navigating its vast streets and subway system fills her with apprehension. Her pain points and goals are:
Easily comprehend the intricate layout of New York's subway system.
Prefers efficient routes with minimal walking to maximize her time exploring the city
Save routes for offline use to feel secure while traveling
Commuter Chris
Chris relies on the subway for his daily commute to work and often needs to travel to different offices or meet friends for lunch. He has a different set of needs, he wants to:
Quickly access essential transit information
Get alerts for train arrivals, ensuring he can adjust his schedule promptly.
Easily comprehend the intricate layout of New York's subway system.
Solving for Tourist Tanvi
Feedback
Incorporating filters for various trip types significantly enhances user preparedness for their journey, allowing them to tailor their travel experience to their specific needs.
The opening screen make
Many find themselves walking long distances due to unfamiliarity of the subway system leading to a sense of heightened confusion.
Visual indicators to show which filters are active, helping users understand their current settings and make adjustments as needed.
Visual feedback of filters that were applied.
.png)
.png)
Solving for Commuter Chris
Feedback
Reminder feature will alert the user when they need to leave to catch their train.
Favorite Trains, stations and other entities should be segretated.
Entry point to set reminder feature is unclear.
Service Change details need to be clearly explained
.png)
.png)
Getting initial feedback is an important step for a successful product. Low fidelity models are often simpler and more straightforward, making users feel that their feedback is more likely to be understood and addressed. High fidelity models might seem more sophisticated, and users might feel intimidated or hesitant to provide feedback on something that appears complex. Low fidelity models may be perceived as more approachable.
Widgets and Watch app to track at a Glance.
Watch app
The Apple Watch app makes it easy to see how much time you have to reach your train. It shows when the next trains are arriving, so you know your options if you miss one. You can also save up to three routes for offline use, perfect for tourists or anyone commuting without internet.
MyMTA Fast Track
The home screen widget lets users track their location and see upcoming train arrivals without opening the app. It keeps real-time updates easily accessible, so commuters can quickly check schedules and stay on top of their journey at a glance.
Plan your commute based on your preferences
Filter and Browse routes
The home screen features an interactive map, destination search, and a filter button. Riders can customize routes by choosing options like least walking, no transfers, or buses only, making commutes faster and more convenient.
Get updates of your daily commute
Favorite most used trains
Users can favorite their most-used trains to receive real-time updates on delays, service changes, and arrival times. This feature helps riders stay informed without needing to search for updates every day.
Set reminders for train arrival
Riders can set personalized reminders to get notified a few minutes before their train arrives. This ensures they reach the station on time without constantly checking their phones.
Delays, service changes and saved routes
Clear visual delays and service changes
Delays and service disruptions are clearly marked with intuitive icons and alerts, making it easy for users to quickly spot issues and adjust their travel plans without confusion.