Reimagining the NJ Transit mobile app experience


NJ Transit is the third-largest public transit provider in the U.S., connecting New Jersey, New York, and Philadelphia with over 270 million annual passenger trips. Its mission centers on safe, reliable, and cost-effective service—but its digital experience lagged behind.
CHALLENGE

In 2019, NJ Transit launched a redesigned mobile app with a cleaner interface. Yet persistent UX issues from the 2015–2019 version remained unresolved. By 2021, pandemic-related revenue losses prompted a $1.25B bailout request—underscoring the urgency for a more adaptive, rider-centered digital experience.

SOLUTION

To address these ongoing UX challenges, I led a redesign of the NJ Transit mobile app grounded in user research and iterative testing. I conducted surveys, analyzed rider feedback, and mapped user flows to uncover pain points and prioritize features. The goal: a more intuitive, inclusive, and trustworthy experience for every rider.

 
 

MY ROLE
UX/Product Designer

NOTE
This conceptual UX redesign is based on public information and independent research. It is not affiliated with or reflective of NJ Transit’s official design decisions.
 
 
Initial user flows

As a returning user, I re-downloaded the app and logged in—documenting friction points from a fresh perspective. This firsthand experience informed my redesign priorities and helped validate common user frustrations.
 
 
Redesign goals

  • Improve application accessibility: Design for permanent, temporary, and situational disabilities using inclusive design principles.

  • Minimize cognitive load: Present schedule data in a way that reduces mental load and improves clarity.

  • Build user trust and confidence: Equip riders with real-time navigation, crowding data, and alternate transit options (e.g., discounted Uber rides for delays over 15 minutes).

  • Unify visual and interaction design: Build a reusable component library and unify visual language across the app for a coherent branded experience.
 
 
Competitive analysis

I evaluated three leading transit apps—Transit, Trainline, and Tube Map—to identify UX opportunities for NJ Transit.

Key strengths included trip comparison tools, real-time service alerts, and accessibility features. However, common issues like GPS inaccuracies, vague alerts, cognitive overload, and poor customer support undermined user trust.
The following takeaways informed my redesign strategy, with a focus on clarity, inclusion, and user trust.

  • Prioritize simplicity: Reduce cognitive load by streamlining navigation and minimizing friction.

  • Ensure real-time reliability: Deliver fast, accurate updates to support confident rider decisions.

  • Design for accessibility and clarity: Support diverse user needs with inclusive design and clear visual hierarchy.

  • Build trust through transparency: Offer responsive support and clear policies to reinforce user confidence.
 
 
User research

To understand rider frustrations, I analyzed NJ Transit reviews and tweets posted between January and December 2020, supplemented by recent commuter complaints from public forums.
The following themes surfaced consistently across user feedback:

  • Unreliable real-time updates: Riders frequently reported inaccurate arrival times and vague service alerts.

  • Poor customer support: Many users described unresolved complaints and difficulty obtaining refunds.

  • Accessibility gaps: Limited station-level accessibility info left some riders feeling excluded.

  • Confusing navigation: Users struggled with trip planning and ticketing due to cluttered interfaces and unclear flows.

  • Trust erosion: Repeated service issues and lack of transparency led to declining rider confidence.
 
 
Designing for inclusivity

To support a diverse rider base, I applied Microsoft’s Inclusive Design Toolkit and the Persona Spectrum, which frame impairments across motor, visual, hearing, and cognitive dimensions—not just permanent disabilities.
Accessibility isn’t just about disability—it’s about context.

By designing for impairments that are permanent, temporary, or situational, NJ Transit can better support a broader range of riders, as outlined in the chart below.

Impairment Type Permanent Temporary Situational
Motor One-arm mobility Arm injury Holding a baby
Visual Blindness Eye surgery recovery Screen glare
Hearing Deafness Ear infection Loud environment
Cognitive ADHD/Dyslexia Illness or meds Sleep deprivation
Riders aren’t just disabled—they’re distracted, overloaded, or navigating with one hand. Inclusive design must support one-handed navigation, clear visual hierarchy, reduced cognitive load, and flexible input options. By designing for mismatches and motivations, I prioritized features that support clarity, flexibility, and ease of use:

  • Touch-free navigation: For riders with limited mobility or situational constraints.

  • Clear visual hierarchy: For users with low vision or screen glare.

  • Simplified flows: For those experiencing cognitive fatigue or distraction.

  • Flexible input options: For users with speech or hearing limitations.
 
 
Ideation and sketching

UI sketches
I translated research insights into early wireframes and paper prototypes, structuring key screens around user priorities.
Navigation icons
I explored iconography that better communicates function and improves wayfinding.
 
 
Design, test, iterate

Task flows
I mapped essential user journeys—signing in, planning a trip, booking a ticket—and streamlined each to minimize steps and friction.
Wireframes and feedback
I created mid to high-fidelity prototypes and iterated quickly based on feedback from classmates, friends, and family.
 
 
Final design

The final high-fidelity designs reflect a cleaner, more accessible interface with improved navigation, real-time data integration, and a unified design system. These updates support NJ Transit’s mission while empowering riders with a more confident, inclusive digital experience.
 
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