Role

Experience Designer

CLIENT

Metrolinx

AGENCY

SapientRazorfish

Project

CX Opportunitiy Areas & Ideas:
Strategy Pitch Work

Duration

Jan - Feb 2019

 
 



Client: Metrolinx

Customer Experience: Opportunity Area, Strategy Work

Metrolinx is responsible for managing and integrating road and public transportation within the Greater Toronto and Hamilton area. Everyday transportation experiences from taking the local city bus or hopping on a GO train, to using a Presto card directly impacts the MX brand.

Our team of creatives, business analysts, data scientists and technology leads were hired to define opportunity areas to help improve the Metrolinx customer experience through digital innovation. We envisioned ideas that would live across various touch points throughout the Metrolinx experience.

Metrolinx@2x.jpg

Though this was a short term engagement project, I learned a great amount working cross-functionally across various team tracks in a small span of time. My main role was supporting the UX direction for new app-focused concepts revolving around trip planning, mobile payment flows, seat availability and location sharing.

Work Highlights —

  • Working closely with the customer experience team that consisted of a UX designers, strategist, art director, copywriter and visual designer

  • Participating in co-designing sessions with business analysts, data scientists and technology leads to align on

  • Organizing and facilitating sprint and lightning design jam workshop sessions to identify opportunity areas and ideas

  • Working closely with lead visual designer and owning the UX direction for mobile feature concepts

  • Learning to manage context switching across accounts and prioritize needs

 

Project Process —

 
Collaboration across business, data and technology tracks

Collaboration across business, data and technology tracks

 
Narrowing Feature Proposals → Early concept mockup explorations

Narrowing Feature Proposals → Early concept mockup explorations

 
 
 

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