Summary
Providing information to public transit riders is complex. The information needs to be consistent across touchpoints and channels. Like many old, large organization ours is defined by its silos. When information is inconsistent across channels and touchpoints our organizational silos become apparent. More importantly, inconsistent information causes confusion for transit riders. While we can't stop maintaining and improving the information in our 'silos,' we build bridges across them so that riders get consistent information. This approach requires us to be intentional and patient.
Key Insights
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Understanding the impact of internal organizational structures on user experience is crucial.
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Riders often receive mixed information from multiple channels, complicating their transit experience.
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Different stakeholders within transit (riders vs. operations staff) have contrasting priorities.
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Cross-functional teams should focus on user journeys instead of isolated products.
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Adopting product-agnostic roles can help bridge gaps between departments.
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Establishing a holistic view of the service can unveil root causes of user challenges.
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Continuous collaboration among team members is essential to breaking down silos.
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Leadership needs to allow teams to explore whole problems rather than discrete pieces.
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Creating systems for journey-based artifacts supports user-centered designs.
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Meaningful change takes time and patience, especially in public service contexts.
Notable Quotes
"It's important to craft an interconnecting system of information about service."
"No two transit riders are alike, and no two trips are the same."
"A service must work in a way that does not unnecessarily expose a user to the internal structures of the organization."
"To truly improve the user's experience, we need to think about how we are organized and how we work together."
"Make space to connect the dots; we need holistic thinkers in our teams."
"Work as a complete team; we are all working for writers or end users."
"Trust your partners and rely on honest feedback; it's essential for growth."
"There will be quick wins, but remember, meaningful change takes time."
"As a designer, it's your responsibility to change organizational burdens that affect the public."
"Improving public transit is about providing accurate information so people can make informed decisions."
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