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.
CHALLENGE

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

SOLUTION

In response to persistent UX issues, I redesigned the NJ Transit mobile app using insights from surveys and multiple rounds of user testing. Through research, I uncovered how riders used the app, what frustrated them most, and which features to prioritize—guiding a more intuitive and rider-centered experience.

 
 
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.

 
 
Current user flows

Prior to this project, I had limited experience with the NJ Transit mobile app, so I first needed to re-download it and login to my account. In doing so, I took note of any challenges that I encountered as a returning user.
 
 
Redesign goals

Improve application accessibility
Design for human diversity and take into account people across a spectrum of permanent, temporary, and situational disabilities.

Minimize cognitive load
Present NJ Transit schedule data more simply and accessibly for both the average user and those with cognitive challenges and disabilities.

Build user trust and confidence
Equip riders with improved tools to navigate the NJ Transit network. In addition to real-time schedule and navigation information, provide riders with crowding information. Offer alternate transit services, such as a discounted Uber ride when a train is expected to run more than 15 minutes late.

Unify visual and interaction design
Create a visual design library using component based frameworks that can be re-used throughout the app. Maintain one coherent branded UX identity to ensure consistency across the platform.
 
 
Competitive analysis

I identified, downloaded, and tested three popular transit apps. I also collected and analyzed user reviews. The objective was to identify key features that would improve the user experience of the NJ Transit mobile app.
 
 
Customer research

To better understand what frustrates riders the most about NJ Transit, I collected reviews and tweets posted between January 2020 and December 2020.
 
 
Designing for inclusivity

The Persona Spectrum
The Persona Spectrum is based on the idea that everyone experiences exclusion when interacting with technology. It points to four primary types of disabilities: physical, visual, hearing and cognitive. Each type of disability can either be permanent, temporary, or even situational.
I used the Microsoft Inclusive Design Toolkit to learn about related mismatches and motivations across a spectrum users and scenarios. The purpose of this exercise was to recognize the needs of users with permanent disabilities, and to design a solution that extends to an audience with a range of diverse abilities.
 
 
Brainstorm sketches

UI sketches
Leveraging research insights, I began structuring information and UI components across different screens, translating these ideas into concept sketches and paper prototypes.
Navigation icon sketches
Below are a few of the sketches that I created while brainstorming for more meaningful navigation icons.
 
 
Design, test, iterate

Mapping the screen flow
With the basic structure of the app established, I began focusing on specific flows that a user would need to take in order to complete a task. Such as signing into the app, planning, and booking a trip. The goal was to reduce the number of steps for any given task in the app, such as booking a ticket.
Design iterations + user feedback
I began designing mid-high fidelity wireframes and prototypes. Below are two of the refined versions that I created. Feedback from family, friends and classmates allowed for quick iteration.
 
The final design

Because first impressions matter
Have you ever downloaded an app just to be turned away by a frustrating sign up/sign in process? These screens were designed to attract new users and to increase retention rates of existing users.
 
Final designs
 
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