NYC Subway Service Re-Design
Redesigning the NYC subway service to address informational discrimination for hearing-impaired riders.
Role:
UI/UX Designer
Responsibilities:
Primary Research, Graphic Design
Duration:
06/2023-09/2023
Tools:
Figma, Blender, After Effects, InDesign
Team members:
Joyce Ho, Jamie Doh, Yixiao Zhao
Problem
The NYC subway system mainly operates on an audio broadcast system, which poses challenges for deaf and hard of hearing (DHH) riders, especially in emergency situations.
As a frequent NYC subway rider, I've often struggled to understand the conductor's announcements. This incident sparked a question: how do deaf and hard-of-hearing passengers cope with situations like this? Understanding announced information is vital for safe navigation and managing emergencies. Without this crucial information, there's a risk of life-threatening situations in certain cases.
Solution
Digital visual displays + accessible device + human support leads to service redesign
The service redesign involves three key components: first, replacing the current ad space with digital displays; second, implementing SwiftInfo to ensure that riders with hearing difficulties can access information regardless of circumstances; and third, enhancing human support both on platforms and in stations.
Constrain: This project was undertaken with limited guidance, driven by a team-wide desire to learn about service design process.
What is the problem?
During the secondary research phase, we aimed to understand existing problems before speaking to DHH (deaf and hard of hearing) riders. Given that accessibility wasn't a prioritized consideration in the original system design decades ago, we assumed that DHH riders continue to experience exclusion within the current service; the problems we have discovered are listed below. Link to our research findings
Limited visual cues about upcoming stations, transferable stations, and accessibility features at the station.
No visual cues about emergency broadcasts.
The only way to contact the subway conductor is through an intercom (audio-driven).
User Journey Study
Lastly, we conducted two field studies, accompanying two participants on non-routine routes to gain direct perspectives on the user journey. Throughout, I recorded notes and videos, later integrating these observations into the current user journey map to note key issues encountered and opportunities for improvements.
Generate Themes to Collect Key Insights
Through primary and secondary research, we identified key themes and insights, highlighting pain points and improvement opportunities in the subway system.
In Figma, we analyzed this data and engaged in discussions, uncovering four major themes that were present in both research types.
Using our themes and sub-themes, we generated key insights that correspond to the themes shown above.
Identify Pain Points
Our themes and insights helped us to identify pain points currently present within the subway-riding experience for DHH riders.
Current Accessibility Integration Analysis
I then examined the Induction Loop Technology; the current solution provided by the NYC subway authority to assist hearing aid and cochlear implant users with audio announcements.
-Available in 6 stations out of 472 stations.
-Induction Loop Technology only benefits those who use hearing aids or cochlear implants, excluding DHH individuals without these devices.
-Unclear audio announcements can remain difficult to understand, even with Induction Loop Technology.
-People are unaware of the hearing loops that the subway stations offer.
Customer Experience Study
After understanding the subway system and its current state, my team and I chose to combined quantitative and qualitative primary research methods to understand the subway experience of DHH customers. We first sent out a survey to collect quantitative data on the subway riding experience. The goal was to see how many DHH individuals are facing barriers.
8 Surveys
100 percent of participants have encountered hardship when navigating unfamiliar stations.
100 percent of participants find it hard to perceive information during in-car emergencies.
100 percent of participants think there should be more visual cues to provide alerts and guidance.
Interviews
We carried out three interviews to gather quantitative data, specifically aiming to understand in detail the challenges faced by DHH passengers when taking the NYC subway. Interviewees reflected that the system is very outdated, thus not providing enough human support and visual guidance. When asked about the emergency broadcasts, all interviewees reflected that it is impossible for them to perceive information.
Design Challenge
How might we improve the NYC subway system by providing vital information and support to guarantee hassle-free journeys for DHH riders?
Before starting the ideation process, we established three design goals from insights and pain points to guide our efforts, we believe that our solutions should be informative, accessible, and effective.
Brainstorm
Keeping the issues that we are trying to solve and design goals in mind, we brainstormed solutions for each pain point to collectively improve the subway service by adopting the SCAMPER Method to generate ideas.
We then evaluated if each idea is feasible and taking into account business metrics, lastly decided on the following approach to tackle each pain point.
Problem #1: Inconsistent visual information
Solution: Replace outdated ad and map displays with digital information displays, adaptive to different situations such as train reroutes and emergencies.
Problem #2: Accessible implementations are not entirely accessible
Solution: Implement a portable device that provides…
Real-time information about stations and incoming subways
Sensory and visual alerts during emergencies
Direct communication with station staff
Problem #3: Lack of front-office staff support
Solution: Front office staff skilled in sign language should be available on platforms and throughout the station, ensuring customer satisfaction at every stage of the journey.
Future User Journey Map
We also mapped out the prospective user journey to better understand how DHH riders will navigate through the service with our solutions.
Digital Display Redesign
Through our findings, we discovered that DHH riders rely heavily on visual information to navigate the subway system. I chose to repurpose existing display locations with digital displays that present vital visual information to ensure smooth travels for DHH riders.
Qualitative and Quantitative Testing
After completing the initial design, I first sought quantitative feedback through surveys. Participants were asked to evaluate the informativeness and effectiveness of the design; 8 participants filled out the survey.
I then conducted qualitative testing in the form of interviews to gather feedback, which we then synthesized to refine and adjust our designs accordingly.
Final Design Mockups
Video Mockup
SwiftInfo — IoT development
Redesigning digital displays is crucial but doesn't fully solve the challenges DHH riders face, especially in station overcrowding situations or emergencies. My team and I brainstormed over 15 ideas to guarantee information access in various scenarios, then narrowed these down to the three most promising ones. We used storyboarding in interviews to further explore these ideas.
Interviews
The storyboard allowed us to easily get the idea across. I conducted 1 interview and observed 2 interviews conducted by my teammates. The interviewees provided feedback on the overall thoughts, strengths, weaknesses, and ideas on improvements that we can make.
Synthesize feedback
Both interviewees favored idea #3, a portable device offering easy information access and direct human support. They found the large LED displays (Idea #1) overwhelming and raised concerns about the cleanliness of AR glasses (Idea #2). Based on this feedback, we decided to proceed with Idea #3.
NYC Subway’s Future Service
To conclude this project (for now), I mapped out the future service blueprint and the system map.
Key learnings
Make informed design decisions
Design choices must be backed up by reason, and every choice you make should be deliberate. Good UX design stems from empathizing with the user, so it is extremely important to research before you have your design. In this project, I have compiled both primary and secondary research insights to better understand the user as well as testing to gain helpful feedback throughout the process. They support why I made a design choice.
What I would do differently
Investigate perspectives from all stakeholders
Through this project, I had the privilege to speak with DHH individuals about their struggles with the subway system, a crucial part of their everyday life. To get a fuller picture, I plan to also talk to various employees, and I believe this will help me create a more thorough redesign of the system.
Have a question, some feedback, or an outrageous idea?
Please, please, please send it my way :D
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