TransitConnect connects the information a new rider needs before, during and after a trip. I conducted two interviews, developed the customer journey map, and contributed to the team’s research, service proposal and presentation.
- Focus
- New riders in Brantford
- Team research
- 5 interviews · 12 survey responses
- My interview contribution
- 2 interviews
- Output
- Journey map and team service proposal
What I contributed
- Contributed project research
- Conducted two of the team’s five interviews
- Developed the customer journey map
- Contributed to the proposed solution and presentation
Methods & making
Brantford Transit service-design team. Individual contributions are described separately from collective work.
The journey starts before the bus arrives.
For riders new to Brantford, planning a trip also meant discovering how to pay, which information source to trust and what to do when an arrival estimate changed. Our service-design project focused on that communication experience across digital tools, stops and the boarding moment.
Understand the work riders were doing themselves.
The team combined five semi-structured interviews with a 12-response survey. Riders described checking several sources, asking staff or other riders how fares worked, and changing plans when timing was uncertain.
- 5
- Team interviewsSemi-structured sessions of about 20–30 minutes.
- 12
- Survey responsesA small, selectively recruited sample.
- 2
- Interviews I conductedMy contribution within the team sample.
I conducted two interviews and developed the customer journey map. The survey, synthesis and service proposal are credited to the team.
These exploratory findings describe the study participants. They do not represent every Brantford rider. Personal research records are not published.
Decision 01 · Bring the first-trip information together.
In the survey, 8 of 12 respondents placed real-time bus tracking in their top two improvements; 7 of 12 did the same for clear payment instructions. Interview accounts also described discovering fare rules through scattered sources.
The concept brings trip planning, live updates, fares and alerts into a shared home screen, with onboarding and fare guidance before boarding.
My interviews and journey mapping contributed to the research behind the team’s proposed direction.
Decision 02 · Connect the screen to the stop.
A phone interface alone would not resolve missing stop information, uncertain payment feedback or outdated operational updates.
The proposed service adds a stop QR touchpoint, visible arrival information and clear payment confirmation, linked to backstage schedule, fare and disruption updates.
Trace the service behind the proposed experience.
The original blueprints connect what the rider sees with the people, technology and support processes needed to provide it.
Current first-trip journey
The current-state blueprint follows planning, getting a fare ready, going to the stop and boarding. It makes the handoffs and information gaps visible.
Original current-state blueprint: planning, preparing a fare, reaching the stop and boarding. It maps the experience described in the research.Use the whole journey to locate communication gaps, instead of treating each app or stop as an isolated problem.
I developed the customer journey map; the complete service blueprint is shown as a team artifact.
The original time ranges and benefit annotations are design hypotheses. They are preserved in the artifacts and are not presented as measured results.
A service proposal grounded in the rider’s journey.
The work produced a shared view of the current experience and a proposed set of connected touchpoints. My interviews and journey map helped connect participant accounts to the team’s solution and presentation.
A concept with clear attribution.
TransitConnect was a team service-design concept. I contributed research, two interviews, journey mapping, the proposed solution and the presentation; the interface and complete service system are presented as collective work. The project does not demonstrate an implemented service or improved transit reliability. Fare notices, times and other operational details in the original concept are illustrative historical content.