MBTA: Bus Service Adjustments
Unpacking a complex analog process to prepare for effective digitization
At A Glance
Summary
The MBTA wanted to digitize & centralize service adjustments data in a digital web application. To avoid digitizing a "bad" process, our team set out to understand and assess the current process.
Skills
Information architecture, discovery research, contextual inquiry, thematic coding
Role
UX Researcher, Service Designer
Tools
Miro, Otter