Overview
Client
Seattle METRO Transportation
Location
Seattle, Washington USA
Role
UX Design Lead
Tools
Figma, Whiteboard, Paper & Pens
Timeframe
9 months
Story
Problem
Seattle’s Metro Transportation needed to digitize operations while ensuring accessibility for a diverse population and multiple payment methods.
Approach
Hired by a design agency to lead the UX Design, I quickly adapted desktop patterns for mobile, collaborating closely with developers, our UX team, and the client. I created process flows and used prominent whiteboard sketches to spark discussion and refine solutions, which I then translated into wireframes, helping the team to deliver a streamlined, multi-functional mobile solution.
Outcome
Prioritizing ease of use and accessibility, our design now enhances the daily transit experience for 5.5 million light rail, bus, ferry, streetcar, and commuter train riders in the Central Puget Sound region.
Design Process
User Research
I studied existing research and personas and used insights from this knowledge-bank to champion intuitive, accessible navigation.
Ideation & process flows
Developing process flows for complex user journeys, I created paper mockups and highly visible whiteboard sketches to foster team collaboration.
UX & Accessibility
As my role centered on the UX Design, I advocated for simplicity, ease of use and accessibility best practices.
Design highlights
I created research-based whiteboard sketches for complex payment and purse reloading scenarios, refining them through validation with users, developers, UX teammates, and stakeholders.
From low to high fidelity
Outcomes
Success
✅
✅
Launched in 2023, now used by a monthly average of 430,000 light rail, bus, ferry, streetcar, and commuter train riders in the Central Puget Sound region
Positive feedback on functionality, ease of use, and improved experience over physical card system
Challenges
🔴
🔴
🔴
Adapting Complexity to Mobile
Translating intricate desktop workflows into an intuitive mobile experience.
Managing Stakeholder Needs
Navigating tight deadlines while aligning diverse feedback.
Balancing Priorities
Ensuring usability and accessibility without compromising technical feasibility.
Opportunities
🔹
🔹
🔹
Enhance Accessibility
Refine font sizes and color contrasts to meet updated accessibility standards, ensuring a more inclusive experience.
Expand Payment Options
Add Apple Pay for a seamless and secure checkout, enhancing convenience for iOS users.
Optimize for Android
Align the design with platform guidelines to improve usability and performance across devices.
Key learnings
⭐
⭐
⭐
Engage in frequent conversations with UX and dev teams to strengthen design decisions and ensure technical feasibility.
Advocacy matters — while you can’t do everything alone, research-backed design choices make a compelling case.
Future-proof long-term solutions by adhering to usability standards and keeping designs as simple as possible.
