NJ Transit App Redesign
Streamlining existing features to enhance the commuter experience
INTRODUCTION
NJ Transit, a crucial lifeline for millions of commuters, faces challenges in meeting evolving user needs amidst the rising importance of transit apps.
ROLE
UI/UX Design, UX Research
TOOLS
Figma, Procreate
Disclaimer: This project is independent and not affiliated with NJ Transit.
BACKGROUND
Growing up in the SF Bay Area, I was accustomed to navigating the bus lines and rapid transit systems, considering myself quite adept at public transportation. However, I was quickly humbled once I moved to New Jersey, where I was faced with a new transit system and the NJ Transit Mobile App. Within minutes, interface issues became apparent.
PROBLEM DISCOVERY
Complicated user pathways make simple actions unnecessarily difficult.
I first noticed the limitations of the NJ Transit app when trying to go to the DMV from my apartment. Being a non-native to New Jersey might have contributed to my confusion, but it did not take long to see that there are many ways to improve user-friendliness for both locals and newcomers alike.
APP ANALYSIS
After my initial overwhelming and unsatisfactory experience with the NJ Transit app, I was inspired to improve its design and usability.
First, I decided to take a deeper dive into the app’s architecture, identifying significant gaps in convenience, user-friendliness, and overall user flow.
At this stage, the app's most notable challenge became apparent:
The 2023 version of the NJ Transit app over-complicates fundamental features, leading to difficulties in accessing real-time departures, planning optimal routes, and activating tickets.
USER RESEARCH
My difficulties were validated upon discovering that many users faced similar challenges.
I interviewed fellow working adults who are familiar with the NJ Transit app to gather insights into their commuting experiences. Additionally, I collected user reviews from both the App Store and Google Play Store.
Some recurring insights:
Insufficient Information
Users are compelled to use other apps to find information that should be available within the app.
Obscured Functionality
Key features are tucked away in multiple layers of menus, leading to delays and frustration for users.
Confusing Navigation
Users face disjointed user flows, often needing to backtrack excessively to complete tasks.
How can we enhance the NJ Transit app to ensure smooth travel experiences for both locals and newcomers?
DESIGN GOALS
I consolidated the insights from my user research into actionable design goals:
Present information effectively to minimize clutter and confusion
Improve navigation between critical features
Create intuitive interfaces across the entire app
Preserve the visual identity of the NJ Transit brand
SITEMAPS & WIREFRAMES
I designed a sitemap to reorganize NJ Transit’s existing features while also adding a few of my own, facilitating a clear visualization of the user flows I aim to streamline in my redesign.
I then created wireframes outlining three primary user flows: Trip Planner, DepartureVision, and Ticket Activation. These were the areas I found most flawed in the app.
NJ Transit Redesign: Final Prototype
Home Screen & Trip Planner
Home screen displays departures from nearby stations and provides quick access to the Trip Planner
Travel options with minimal transfers, wheelchair accessibility, and reduced walking
Trip details come with a map highlighting the chosen route
Buying Tickets
Users can buy tickets directly from the trip planner without having to switch to other screens
For bus tickets, users can simply enter the starting point and destination; the app will automatically calculate the fare, eliminating the need for prior knowledge of routes and zones
Activating Tickets
Outbound and return tickets are grouped together under one round trip ticket
Users can preview ticket details before activating them
The activation timer is displayed next to the activated ticket
DepartureVision
Departures for all transit modes are accessible via search filters and nearby stations.
When viewing a station, departure times are sorted by their respective lines.
Users can plan trips from the chosen station and buy tickets for their journey
Service Alerts
Users can select specific transit lines to receive notifications from.
Service alerts cover delays, cancellations, and disruptions for all affected stations on the chosen line.
When I first approached this project, I found myself overwhelmed with how much content the NJ Transit app actually had underneath layers of UI, and struggled with deciding how I could allocate these features in an efficient way while also limiting myself to a few screens. This pushed me to delve into established design techniques to create a more user-friendly product.
CHALLENGES
Prioritizing essential features while offering access to additional options as needed is essential for a clutter-free interface.
Usability and visually appealing design complement each other effectively.
Putting users at the center of every design decision results in more intuitive, user-friendly products and experiences that effectively meet their needs and expectations.
WHAT I LEARNED
FINAL THOUGHTS
If I had the option to take this project further, I would love to conduct user testing on a wider scale to see how my redesign would perform with New Jersey commuters. Moving forward, I plan to apply the design insights gained from this experience to create solutions that enhance the daily experiences of users worldwide.