CX Opportunitiy Areas & Ideas:
Strategy Pitch Work
Jan - Feb 2019
Customer Experience: Discovery & 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.
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