Metrolinx - Customer Journey

Background

Metrolinx is a transportation agency in Canada that operates trains and buses. It operates several brands, and generally speaking its focus is on regional / commuter transit.

I was the UX contributor on a cross-functional team whose purpose was to brainstorm and present future-focused conceptual work to the Metrolinx's digital product organization. As long term trusted partners, we enjoyed freedom in exploring opportunities and bringing them to our clients.

Initiative

A product manager and I created five different “ideal future state” customer journeys for Metrolinx. We worked collaboratively with our stakeholders to ensure the ideas we brainstormed and did detailed thinking about were aligned with their needs and goals.

I brainstormed features, presented to clients, co-created with stakeholders and my product manager counterpart, and created all the visual assets / final presentation. This is one of five similar journeys we created aligned to different trip purposes.

Journey summary

We created one-page journey summaries which could be digested quickly

Full journey

Thanks for reading!