CX, UI/UX for Web + Mobile App. Designed for FCV Interactive.
Sound Transit is a public transit agency serving the Seattle metropolitan area in the U.S. state of Washington. It operates the Link light rail system in Seattle and Tacoma, regional Sounder commuter rail, and Sound Transit Express bus service.
Working directly with Sound Transit my task was to map out their current ecosystem, while working with ethnographic researchers in Seattle to come up with an overall strategic plan, as well as specific exercises/tasks to reveal valuable insights by either communicating directly with their users internally and externally.
One of the main pain points that was revealed that I had a chance to work on and improve was their internal ServiceNow platform that allowed users to create tickets based on the issue they were dealing with. I was able to conduct many user testing sessions in order to establish categorical hierarchies, most user friendly layout to enable task completion and the most clear and direct pathways to resolve any foreseeable issues that their users may have been experiencing with the current platform.