Reimagining the NJ Transit mobile app experience
  
 
  
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      Improve application accessibility: Design for permanent, temporary, and situational disabilities using inclusive design principles. 
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      Minimize cognitive load: Present schedule data in a way that reduces mental load and improves clarity. 
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      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). 
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      Unify visual and interaction design: Build a reusable component library and unify visual language across the app for a coherent branded experience. 
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      Prioritize simplicity: Reduce cognitive load by streamlining navigation and minimizing friction. 
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      Ensure real-time reliability: Deliver fast, accurate updates to support confident rider decisions. 
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      Design for accessibility and clarity: Support diverse user needs with inclusive design and clear visual hierarchy. 
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      Build trust through transparency: Offer responsive support and clear policies to reinforce user confidence. 
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      Unreliable real-time updates: Riders frequently reported inaccurate arrival times and vague service alerts. 
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      Poor customer support: Many users described unresolved complaints and difficulty obtaining refunds. 
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      Accessibility gaps: Limited station-level accessibility info left some riders feeling excluded. 
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      Confusing navigation: Users struggled with trip planning and ticketing due to cluttered interfaces and unclear flows. 
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      Trust erosion: Repeated service issues and lack of transparency led to declining rider confidence. 
| 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 | 
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      Touch-free navigation: For riders with limited mobility or situational constraints. 
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      Clear visual hierarchy: For users with low vision or screen glare. 
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      Simplified flows: For those experiencing cognitive fatigue or distraction. 
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      Flexible input options: For users with speech or hearing limitations. 
