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Because everyone feels lost sometimes.
A human-centered mobile kiosk for public transit systems
Problem: Visitors often find the MBTA confusing due to unclear signage and inconsistent delay updates.
Impact: This leads to stress, missed trains, and reliance on station staff
Need: A visual navigation assistant that helps users quickly understand where to go in real time.
I designed a mobile, modular transit kiosk that serves as a centralized point for wayfinding, service updates, and real-time decision support. The kiosk aims to reduce confusion of commuters and dependance on MBTA staff.
Designed with 4 pillars in mind:
1. Clarity in visual communication
2. Confidence through real-time guidance
3. Accessibility across diverse user-needs
4. Efficiency in movement and decision-making
This low-fidelity prototype was presented to regular users of the MBTA.
They were instructed to click-through the screens without my guidance. I asked each user to think out loud, while I documented both their actions and verbal reactions.
After completing the flow, I collected open-ended feedback, then shared the design's intent, and invited any additional suggestions.
The final outcome was largely informed by these observationsThe final system includes a physical kiosk, a guided mobile interface, and a take-away receipt to support users at different levels of comfort with technology.
Accessibility features include large text, audio guidance, multilingual support, and a fallback option to call or request help from an MBTA agent.
The mobile assistant uses clear step-by-step directions, line color cues, and minimal language to reduce cognitive load for tourists and elderly riders.
Directions can be taken off-platform via text or printed receipt, allowing users to continue navigating without relying on the kiosk or a smartphone.
01 Expand Accessibility Features
Show users, if prompted, each stations accessibility features and where they are located: elevators, ramps, emergency exits.
02 Include an MBTA Map
03 Update Routes Based on Delays
Offer another way for users to visualize the directions. Show a live diagram, emphasizing which stop they get off at - gives users a chance to learn how to read standard MBTA maps for future use
Provide users with an alternative, faster route [bus, alternative T line] in case of delay. Relay accurate delay times and ETAs.
