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, 5 Researcher, 1 Industrial Designer
Timeline
8 Weeks
Sept - Oct 2024, Fall Academic Project
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
The Challenge
Context
š¤³
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.
š§
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 Static paper schedules at bus stops become outdated quickly and can't communicate last-minute changes.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.
Objectives
Project Goals
šÆ
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.
ā”
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.
āæ
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.
RESEARCH
Primary Research
Approach
Design Solutions
š§
Streamlining Navigation
I removed the kiosk's opening page, replacing it with a schedule preview as the default view, accompanied by smaller alternative task options at the bottom to eliminate unnecessary steps. This design decision was driven by user testing that showed 78% of users simply wanted to see when their bus was arriving.
Changed the background from white to off-white (#F5F5F5) to minimize eye strain in outdoor conditions. High-contrast text and large touch-friendly buttons ensure usability in all lighting conditions and for users with various visual abilities.
šØ
Ensuring Visual Accessibility
All colors were tested with colorblindness simulators (protanopia, deuteranopia, and tritanopia) to ensure clear visibility for all users. Achieved WCAG AAA contrast ratios across all text and interactive elements. Color is never the sole indicator of informationāwe use icons, patterns, and text labels redundantly.
š
Enhanced Accessibility & Inclusivity
Introduced multi-language support for 10+ languages for users whose first language is not English. The language selector is prominently displayed and uses flag icons for easy recognition.
A collapsable interface mode ensures children and users with limited reach can fully access all features. The screen can lower by 18 inches at the touch of a button, and all interactive elements are duplicated in the lower section.
Features
Wander Kiosk Features
Click on each feature to learn more (multiple selections allowed)
š
1
Real-Time Bus Tracking
šŗļø
2
Custom Route Planning
š³
3
Clipper Card Reload
š
4
Crowd Meter
š
5
Multi-Language Support
āļø
6
Adjustable Interface
See schedule
for buses on
route
User are able to see the
schedule for buses on
route at their stop. Details
such as time, crowd meter,
and cost are included.
Plan your
route
Similar to Apple or Google
Maps, users are able to
plan a custom route.
When inputting a
destination, Wander will
display where to get off
and a summary of the trip.
Clipper Card
Reload
Users are able to reload
and check the balance
of their clipper card with
the Wander kiosk.
Results
Projected Impact
50,000+
Daily users gaining access to real-time transit information
40%
Reduction in average wait times through better information access
10+
Languages supported, serving diverse Bay Area communities
15%
Of riders without smartphones now have equal access to transit data
ā¤ļø
The People Are The Best Part
The Lovely Wander Project Team @Jacobs Showcase
WANT TO SEE MORE?
PHYSICAL KIOSK AND IMPLEMENTATION
Olivia led the design for the physical prototype.
Through sketching and 3D printing, she created a
minature version of what the actual kiosk would look
like at a bus stop or station.
Physical
Kiosk
The kiosk is implemented
into existing bus stops,
featuring screens on both
the front/back, and a
compartment to recognize
Clipper Cards and accept
payments.
We further learned about the implications of public transit navigation through...
Data Analysis
Processing and Analyzing Data
We synthesized research findings using affinity mapping, abstract laddering and a competitor + complementors map
94
participants
150+
data points
9
insights
3
themes
Key Findings
Themes and Insights
THEME 1: Accessibility + Inclusivity
š” Insight 1: Smartphone Dependency
Current transit apps exclude the 15% of Americans without smartphones and elderly populations less comfortable with technology.
š” Insight 2: Battery Anxiety
52% of users reported experiencing dead phone batteries during commutes, leaving them without access to transit information.
š” Insight 3: Digital Divide
Technology-dependent solutions perpetuate accessibility gaps in public infrastructure, disadvantaging vulnerable populations.
THEME 2: CLARITY + RELIABILITY
š” Insight 4: Outdated Static Schedules
Paper schedules at stops cannot communicate real-time delays, service disruptions, or route changes.
š” Insight 5: Missed Connections
42% of survey respondents reported missing connections due to lack of real-time updates and uncertain wait times.
š” Insight 6: Waiting Time Impact
Users with real-time information wait 15% less than those without, reducing commute stress and improving experience.
THEME 3: EFFICIENCY + EASE
š” Insight 7: Single Purpose Priority
78% of users only need one piece of information: when their bus is arriving. Complex interfaces add cognitive load.
š” Insight 8: Navigation Friction
Users want immediate access to information without navigating through multiple menu layers or options.
š” Insight 9: Visual Clarity
Large text, high contrast, and clear hierarchy are essential for outdoor readability and accessibility.
User Understanding
Persona Cards and Journey Maps
User Personas
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 doctorās appointments, and meet friends. He doesnāt 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 canāt afford a car and needs flexibility in her daily schedule. Sheās tech-savvy, but her experience depends entirely on her phoneāwhich isnāt 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
BEHAVIORS + HABITS
BEHAVIORS + HABITS
FRUSTRATIONS
FRUSTRATIONS
FRUSTRATIONS
āI just want to know which bus to take without worrying Iāll get lost.ā
āI need an alternative to my phone when navigating.ā
āI just need things to be quick and easyāespecially when Iāve got the stroller.ā
Arrives early to the bus stop to avoid missing the bus
Carries paper schedules, although theyāre 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 chargerābut doesnāt always remember to bring it
Plans trips ahead but often adjusts last-minute around her toddlerās 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 suppliesāmaking 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 donāt always match whatās posted
Reluctance to rely on smartphones: Find apps overwhelming and doesnāt 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 timeāevery minute counts when managing childcare
High cognitive load: keeping track of her child and transit tasks
GOALS
GOALS
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
NEEDS
NEEDS
šŗļø Journey Map: Mr Leeās Typical Transit Experience
š
š
š
š£
š
š
š„²
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 heās still not sure.
Checks the bus number quickly before getting on.
Asks the driver to confirm only if heās 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
š
š
š¤Ø
š
š
š®āšØ
š„²
Challenges
Setbacks and Redirection
The first two weeks, we tried making an app to better transit navigation.
ā Initial Challenge
First prototype had 5 different menu options on the home screen. Testing showed users took an average of 18 seconds to find bus arrival times, with several elderly users giving up entirely.
ā Pivot Solution
Redesigned with schedule preview as default view, reducing time to information to 2 seconds. Secondary features moved to bottom navigation, dramatically improving usability scores.
Visualization
Storyboarding
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
Measuring Impact
Success Metrics
šÆ Reducing Friction in Core Tasks
Design Rationale
Defaulting to the schedule preview reduces steps and cognitive load.
Success Metrics:
ā¢
Time-to-Information: Avg. seconds from kiosk start ā bus arrival time.
ā¢
Task Completion Rate: % of riders successfully finding their route on first try.
ā¢
Behavioral Logs: Heatmaps of most-used screens confirming simplified flow is effective.
āæ Improving Accessibility & Inclusivity
Design Rationale
Off-white backgrounds, high contrast, large buttons, multilingual support.
Success Metrics:
ā¢
Accessibility Feature Adoption: # of sessions using text enlargement, language switch, or audio.
ā¢
Demographic Reach: Increased kiosk usage from seniors, non-English speakers, or riders without smartphones.
ā¢
Error Reduction: Fewer backtracks, mis-taps, or abandoned sessions.
š Building Rider Trust Through Real-Time Data
Design Rationale
Immediate display of accurate arrivals, crowding, and fare info.
Success Metrics:
ā¢
Data Reliability Score: Match rate between real bus arrival vs. displayed arrival.
ā¢
Confidence Indicator: Survey results on perceived reliability of transit info.
ā¢
Re-engagement: % of riders choosing kiosk over printed schedules or guessing.
I would focus on refining Wander by balancing transit-agency objectives with rider needs by prioritizing scalability, business value, and inclusive rider experience
Deeper WCAG & ADA Accessibility Compliance
Data-Driven Feature Optimization
Operational Scalability for Transit Agencies
Context-Aware Recommendations (e.g., partnerships with city services.)
Future Directions
If I Had More Time
Learnings
Key Reflections
š§Ŗ
User Testing Was Essential
Testing with diverse usersāfrom college students to elderly adultsāwas essential for uncovering usability and accessibility needs I hadn't anticipated. Iterating after each round of feedback allowed me to refine navigation, streamline tasks, and ensure the interface worked seamlessly for people of all ages and abilities. We conducted over 30 testing sessions with participants ranging from age 8 to 82.
š„ļø
Large-Format Screen Design
Designing for a 42" kiosk screen āafter primarily working on phone and laptop interfacesāpushed me to rethink layout, scale, and interaction patterns. Touch targets need to be at least 60px for outdoor use with gloves, and information hierarchy is even more critical when users are standing and potentially distracted.
šļø
Physical Prototyping Challenge
Collaborating to prototype a physical product was a new and valuable challenge , as my past work had been entirely digital. Translating the interface into a tangible kiosk brought new considerations like ergonomics, reachability, weatherproofing, and hardware constraints. We built a 1:4 scale model using 3D printing and conducted field tests.
ā
Inclusive Design Benefits All
From these tests, we learned the importance of designing for inclusivity and simplicity. This project reinforced that accessible design benefits everyoneānot just those with specific needs. Features like clear typography and logical navigation helped all users, regardless of their abilities.
94
10
04
10
Survey Respondents
Interviews
Competitive Analyses
Usability Testings