Ashley Kwak | UX & Product Design Portfolio

As the lead designer, I developed an interactive and inclusive digital prototype for a kiosk focused on usability across diverse audiences, especially those without access to smartphones. I collaborated closely with teammates to explore physical kiosk designs that balance functionality, accessibility, and user flow in real-world transit environments.

Project Overview

Wander is an interactive kiosk designed to provide real-time public transit information for all users.

My Role

Lead UX Designer

UI/UX Design, User Research, Physical Prototyping, Usability Testing

Team

5 Members

2 UX Designers,

2 Researchers,

1 Environmental Designer

Timeline

8 Weeks

Sept - Oct 2024
Fall Academic Project,
DES INV 15 Design Methodology

Outcome

Showcase Winner

Presented at Jacobs Showcase + won 2nd place

Why Wander?

9.9B

trips taken on public transportation by Americans in 2019

34M

people board public transportation each weekday

15%

less waiting time for those who have real-time transit information than those without

Approach

Design Solutions

Data Analysis

Processing and Analyzing Data

THEME 1: Accessibility + Inclusivity

Accessibility is a major value driver for transit users

Inclusivity ensures riders of all ages and abilities can navigate with confidence

Intuitive UI design reduces barriers for less tech savvy riders

THEME 2: CLARITY + RELIABILITY

Riders prioritize reliable, real-time information to reduce uncertainty

Consistency in transit data builds user trust

Clear, easy-to-read interfaces reduce cognitive load during stressful moments

THEME 3: EFFICIENCY + EASE

Users want fast access to essential information, no extra steps

Streamlined tasks save time and frustration

Minimizing friction improves the overall transit experience end-to-end

LITTLE LEEWAY

MR. LEE

MULTITASKING MAYA

SPREAD-THIN

SARAH

72-year-old retired warehouse worker who has lived in the city for over 30 years. He frequently relies on public transit to visit the community center, go grocery shopping, attend doctor’s appointments, and meet friends. He doesn’t drive anymore and depends on buses as his primary mode of transportation.

Maya is a 19-year-old college student balancing classes, a part-time job, and a long commute across the city. She relies heavily on public transportation because she can’t afford a car and needs flexibility in her daily schedule. She’s tech-savvy, but her experience depends entirely on her phone—which isn’t always reliable.

Sarah is a 34-year-old working mother who relies on public transit to get around the city with her toddler. With a stroller, a bag of groceries, and time-sensitive obligations, she needs a transit system that is reliable, accessible, and easy to navigate. She manages most errands alone and values anything that simplifies her routine.

BEHAVIORS + HABITS

FRUSTRATIONS

“I just want to know which bus to take without worrying I’ll get lost.”

“I need an alternative to my phone when navigating.”

“I just need things to be quick and easy—especially when I’ve got the stroller.”

Arrives early to the bus stop to avoid missing the bus

Carries paper schedules, although they’re at time outdated or hard to interpret

Prefers simple, physical interaction over multitouch mobile apps

Avoid crowded service centers where assistance is available because the lines are long

Will ask for help but only when absolutely necessary

Checks multiple apps (Maps, transit apps, bus sites) before leaving

Often rushes to stops, planning on-the-go

Tracks arrival times obsessively to avoid being late

Relies on screenshots or saved PDFs when she anticipates spotty service

Keeps a portable charger—but doesn’t always remember to bring it

Plans trips ahead but often adjusts last-minute around her toddler’s needs

Avoids crowded stations and peak hours when possible

Tries to reload her transit card in bulk, but forgets when busy

Always carries extra snacks, diapers, and supplies—making her movement slower and more stressful

Prefers simple, fast tasks she can complete with one hand

Small text on printed bus schedules: Difficult to read due to aging eyesight

Limited English proficiency: Makes it harder to parse complex signage and transit instructions

Inconsistent or unclear information: Bus routes or times don’t always match what’s posted

Reluctance to rely on smartphones: Find apps overwhelming and doesn’t always trust digital interfaces

Fear of getting on the wrong bus: A frequent anxiety when the signage is unclear

Outdated or inconsistent bus schedules at stops

Phone battery dying, leaving her without navigation

Unpredictable arrival times causing stress and lateness

Crowded buses with no information beforehand

Difficulty finding reliable backup solutions when her phone fails

Card reload machines are far away or broken

Spotty mobile service makes in-app payments unreliable

Difficult to maneuver stroller in crowded stations

Limited time—every minute counts when managing childcare

High cognitive load: keeping track of her child and transit tasks

GOALS

Find the correct bus routes without confusion

Read maps and schedules without straining his eyes

Navigate transit independently without having to ask strangers for help

Get to and from home safely and reliably

Arrive to school and work on time

Access accurate, real-time transit updates

Find alternative routes quickly when delays happen

Travel confidently without relying solely on her phone

Reload her Clipper Card quickly and close to home

Avoid long lines or crowded service centers

Navigate transfers easily while managing a stroller

Reduce stress and unpredictability when traveling with a child

Clear, high- contrast maps and large text

Interface in his native language

Trustworthy, stable information source

A dependable, phone-free way to check real-time arrivals

Clear, updated schedules at every stop

Crowd-level information to choose the safest, quickest route

A backup solution when her phone battery dies

Convenient, reliable card reloading at transit stops

Simple, fast, stroller-friendly interaction flows

Information accessible at eye level and easy to tap

Reduced physical and mental strain during transit tasks

NEEDS

User Personas

🗺️ Journey Map: Mr Lee’s Typical Transit Experience

😁

😓

😆

😣

😔

😟

🥲

STAGE OF

JOURNEY

JOURNEY MAP OF LITTLE LEEWAY MR LEE

ACTIONS

EMOTIONAL

STATE

FEELINGS

+ NEEDS

POTENTIAL OPPORTUNITIES

FOR IMPROVEMENT

Arriving at the bus stop

Before leaving home

Trying to interpret the paper schedule

Waiting for the bus, still unsure

Boarding the Bus

Riding + Reaching Destination

Arrives to the bus stop 10 min early to figure out schedule. Approaches the stop and scans the printed bus schedule on display. Leans in closer and squints to make out the text.

Checks printed bus schedules he saved from previous trips.

Tries to confirm route numbers and times, but the text is small.

Leaves early to avoid missing the bus.

Attempts to match the bus numbers and times.

The English only schedules are making it hard to understand and digest

Mr Lee rechecks multiple times to avoid mistakes

Stands at the stop, watching passing buses carefully.

Checks the sign again because he’s still not sure.

Checks the bus number quickly before getting on.

Asks the driver to confirm only if he’s very unsure

Tries to avoid holding up the line

Watches fo familiar landmarks. Looks for the stop button early.

Positive

Negative

Uncertain, frustrated, anxious

Excited, ready, but cautious + uncertain

He struggles to read the tiny text on printed bus schedules, leading to feelings of frustration and uncertainty.
Need: Clear, large-type signage that is easy to read for aging eyes.

He feels excluded and overwhelmed by English-only information, making transit navigation stressful.
Need: Multilingual support so he can confidently understand routes and instructions.

He worries he might misinterpret the schedule or directions, causing anxiety about getting on the wrong bus.
Need: Simple, intuitive route guidance that removes guesswork.

Fear of embarrassment if wrong and rushed environment makes confirming difficult
Need: Reliable, up-to-date arrival information to reassure him he's in the right place.

Difficulty knowing when and where to get off
Need: Clear directions of route prior to boarding

Overwhelmed, cognitive overload,

lacks confidence

Nervous, vulnerable, stressed

Uncertain but relieved once on board

Hypervigilant

Relieved at arrival

Add larger, high-contrast schedules for better readability.

Provide multilingual signage to support non-English speakers.

Simplify route information with clear icons and color-coding.

Install real-time arrival displays to reduce uncertainty.

Give users what they need (route planning, destination route, etc. in as few steps as possible

😕

😞

🤨

👀

😅

😮‍💨

🥲

Challenges

Setbacks and Redirection

The first two weeks, we tried making an app to better transit navigation.

To better empathize with our users, I created a video storyboard featuring our 3 personas.

Design Process

Ideation

We catered the design to 3 main flows: (1)See schedule for buses on route, (2)Plan your route, (3)Clipper Card Reload

The Challenge

Context

🤳

The Problem

Technology Dependence Creates Inequity

Public transit users are often reliant on personal technology for their commute. This creates a significant barrier for the 15% of Americans without smartphones, elderly populations less comfortable with technology, and anyone experiencing dead batteries or connectivity issues. The assumption that everyone has constant access to mobile devices perpetuates an accessibility gap.

🚧

The Challenge

Missing Real-Time Updates

Users are often not provided with real-time public transit information including scheduling changes, delays, and service disruptions. Static paper schedules at bus stops become outdated quickly and can't communicate last-minute changes. This information gap leads to unnecessary waiting, missed connections, and frustrated commuters who can't effectively plan their journeys.

✍️

Before making any design decisions, my team and I focused on understanding how public transit riders navigate using existing systems

PRELIMINARY RESEARCH

Objectives

Project Goals

🎯

Make transit information accessible to all users

Ensure that every person, regardless of technological access or abilities, can easily obtain real-time transit information. Design for the 15% of transit riders who don't own smartphones and countless others who prefer physical interfaces.

⚡

Minimize smartphone dependence

Provide a reliable, always-available physical touchpoint that works regardless of personal device ownership or battery life. The interface is designed to be instantly understandable, requiring no downloads or technical knowledge.

♿

Ensure convenience and equity at every step

Prioritize user needs over technical complexity. Streamlined navigation, multi-language support, visual accessibility features, and collapsible interface mode for users with limited reach.

Key Findings

Themes and Insights

We further learned about the implications of public transit navigation through...