The operating problem
Information had been organized by agency ownership while riders thought in destinations, time, cost, and transfer risk. We mapped 46 recurring decision points across trip planning, street arrival, platform movement, disruption, and recovery.
The design decision was documented with its evidence, known limitation, and owner. That record helped product, operational, and communications teams review the same system without collapsing different concerns into taste.
The system
A route-line grammar links physical signs, mobile instructions, station displays, and printable notices. Color carries route family, never the only meaning; number, destination, direction, and mode remain explicit.
The design decision was documented with its evidence, known limitation, and owner. That record helped product, operational, and communications teams review the same system without collapsing different concerns into taste.
Prototype evidence
Twelve moderated sessions compared existing journeys with working prototypes. Participants found transfer instructions faster when every step named the action, landmark, and expected confirmation.
The design decision was documented with its evidence, known limitation, and owner. That record helped product, operational, and communications teams review the same system without collapsing different concerns into taste.
Implementation
The final kit includes sign families, responsive interface components, disruption templates, icon rules, translation guidance, contrast specifications, and a release checklist.
The design decision was documented with its evidence, known limitation, and owner. That record helped product, operational, and communications teams review the same system without collapsing different concerns into taste.
What the team received
Working prototypes, a tested content model, reusable components, production specifications, an accessibility checklist, and a ninety-minute implementation workshop. Project names and visuals are representative studio studies; they illustrate methods without claiming endorsement by a named institution.