Hey, Metro!

Project Description

The covid 19 pandemic has resulted in social distancing measures and closures that have overturned many commuter interactions. Yet the public transportation industry has not closed. We were tasked with identifying issues and improving the commuter experience for travelers at Union Station.

Problem

Union Station riders are majority hispanic and spanish speaking. When COVID hit they were most likely to be impacted with the lack of customer service personnel. Along with this, the ticketing system at grand park was antiquated and relied on riders physically interacting with a common booth.

Insights

82% of respondents worldwide now view contactless as the cleaner way to pay. 74% state they will continue to use contactless payment post-pandemic. ATM transactions down by over 60% since lockdown began.

Solutions

We created a Voice User Interface that allows users to purchase tickets and contact support in their preferred language. All without having to come into contact with any physical touch points and risk infection.