LONG ISLAND RAILROAD
Illustrator, Photoshop, Invision, Sketch, Balsamiq, Principle, After Affects
Visual, UI & UX Designer
UI & UX Design, Mobile application, Prototyping, Service Design
** Please noted that this is a personal project that started before MTA's Etix app came out in 2016**
Through 2013-2015 I was a regular LIRR rider few times a month. There were times that I got frustrated about purchasing a ticket, figuring out the train tracks, transfer the train to a different platform and updates when the train was held by the dispatcher.
My normal commute time are usually
1. From Penn station (Friday 5pm) to Ronkonkoma Station
2. From Woodside (Saturday morning) to Ronkonkoma or Patchogue station
3. From Penn Station to Port Jefferson station
4. From Woodside to North Folk station
Most of my commute includes exchanging the train at Jamaica Station to a different line and platform, buying the tickets from the vendor machine and sometimes on the train (which is $5 more). There were uncountable times that I talked to my peers about their experience riding the LIRR or Metro North and they were experiencing the same frustrations. So I decided to take this problem and re-design the whole process for a better service and experience with the LIRR.
The Long Island Rail Road (reporting mark LIRR), legally known as the Long Island Rail Road Company and often abbreviated as the LIRR, is a commuter rail system in the southeastern part of the U.S. state of New York, stretching from Manhattan to the eastern tip of Suffolk County on Long Island. With an average weekday ridership of 354,800 passengers in 2016, it is the busiest commuter railroad in North America. It is also one of the world's few commuter systems that runs 24 hours a day, 7 days a week, year-round. It is publicly owned by the Metropolitan Transportation Authority, which refers to it as MTA Long Island Rail Road.
I break down the problems from the primary survey into these 3 categories
1. Plan the trip
- Only available on website
- Not responsive
- Data not save when searching for new trips / time
- No online ticketing
- Purchase onboard cost more money and cash only
- Lost paper tickets when transferring to another train
- Train tracks or updates within ~5 minutes before departure
- No updating platform when transferring to another train
I started my process with the initial sitemap framing from the experiences I gathered with the survey and personal Q&A with 5 different people.
I then focus on some functions that would fix problems for most people which are
1. Planning the trip
2. Ticket purchasing
3. Trip in process