Context

The TTC is struggling with increasing delays and inconsistent service, despite significant budget spending and ongoing system overhauls. Data shows that delays are worsening. With no apps proactively monitoring these issues or helping users adjust their routes, I saw a gap and wanted to create a solution.

So I asked the question,

How might we leverage an app to improve the ridership experience of the TTC and mitigate potential delays.

Research

To answer, I began my research

1. User Interviews

2. Research Papers

3. Competitive Analysis

Interviewed 11 active users of TTC’s experiences firsthand

Dive into online ethnography & available research papers

Look into apps that users use to navigate to destinations.

From this, I found riders lacked control over travel time

No applications currently proactively monitor delays or alert users to adjust their routes. As a result, users often express frustration with the TTC due to its frequent and spontaneous delays. This irregularity makes riders late to events, and makes it difficult for them to set a reliable commute routine

And riders struggle to maintain a commute routine due to unpredictability

Establishing a reliable commute is challenging due to the unpredictability, prompting users to choose expensive alternatives like Uber to avoid the risk of missing important events. However alternatives are costly, which further frustrates riders.

Issue: The TTC is unreliable. Passengers need improved visibility and control

The TTC is unreliable, leaving passengers frustrated with the uncertainty of each trip. There’s a clear need for better visibility and more control over their commute.
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We need to solve the unpredictability of TTC delays, provide better real-time information, and give passengers more control and visibility over their commutes to reduce frustration and improve reliability.

Ideation

To address these issues, I decided to design an app to alert users based on saved commute routes

High Impact features fill gaps left by existing apps, offering users more control, visibility, and transparency.  By focusing on High Impact, Low Effort features, we can deliver quick, meaningful improvements that enhance the user experience in ways current solutions don’t.

Thus, I wanted to build a TTC app where users set their routes/commutes on the app, and receive real time alerts before, during, and after the route/commute. This provides transparency and control, helping give users control, and make informed decisions during their commute.

For example, see how the app can help a rider below

Design Decisions

App Identity : leaning into the TTC vehicles

The app icon draws inspiration from TTC trains and streetcars by focusing on their top corner, evoking both the vehicles' signature design and a road or path symbolizing transportation. The use of TTC's iconic color palette further strengthens the connection to the brand.

Alerts : Mitigating unpredictability

I designed the alerts to be comprehensive—concise, memorable, and directive. They empower users to take proactive measures, like leaving five minutes early, to mitigate delays and regain control over their commutes.

Lessons

Break Initial Assumptions on Limitations

Enhance the entire experience—not just within the app, but also through notifications and mobile capabilities. Understand how users interact with their devices, offer customization options, and set default configurations that are optimal for most cases.