Project Name

Customer Experience Guidelines Strategy

Client

Washington Metropolitan Area Transit Authority 

The planning department at WMATA was having trouble communicating and implementing their new commercialization strategies throughout their stations as it required close coordination with many other departments. They had many reports from various consultants, but lacked one concise and implementable strategy document. After beginning to help create one, we discovered an unrealized obstacle. Stakeholder interviews led to the realization that each department that would play a role in the implementation had too many guidelines to reference, and few let them know what other departments were doing. We created the strategy for single system-wide guidelines document framed around the customer’s experience. Anyone working on the system would use this as a “read-first” document to understand context, before being directed to their more detailed, department-specific documents. Plans to proceed with production were put on hold at the time of the pandemic.

My Responsibilities

• Lead designer working with Principal and content developer, and WMATA team
  
  
• Conducted stakeholder interviews to fully uncover the true problem we were asked to solve
  
  
• Presented concepts to WMATA leadership for approval
  
  
• Designed strategy diagrams, sample pages, and presentations.