MBTA: Unplanned Bus Detours
Research & service design for the Massachusetts Bay Transit Authority
At A Glance
Summary
Objective: To develop a comprehensive understanding of the MBTA’s process for managing and communicating unplanned detours and identify opportunities to streamline internal processes.
Skills
service design, contextual inquiry, journey mapping, service blueprints
Role
UX researcher, service designer
Tools
Figma, Miro