MBTA - In Station Communication
Product design from discovery through implementation
At the MBTA, I redesigned the application that enabled employees to communicate with riders at subway stations via the public address and digital visual messaging systems.
Who was the product for?
From a user experience perspective, this project aimed to improve the experience for two user groups: MBTA riders at stations experiencing service disruptions, and Operation Information Officers (OIOs), whose job it is to communicate service disruption information to riders.
What business problem did this project solve?
From a business perspective, the project's goal was to enable the MBTA to save a significant amount of money. The existing communication application was proprietary third-party software that the MBTA could not update. Rebuilding the functionality into an application that the MBTA could fully control enabled the MBTA to affordably and competitively bid for other parts of the in-station software and hardware, including new digital screens.
