Seattle ORCA Transit Ticketing

Touch Interface Research & Design

Overview

Seattle’s LINK Light Rail was expanding from 16 to 38+ stops and multiple lines and required a new accessible ticketing experience across lines and agencies. The technical provider (INIT) had a base configuration system which needed to be stretched to accommodate Seattle’s more complex fare system and multiple agencies.

My Contribution

I coordinated across 7 transit agencies and dev teams and designed a baseline ticketing interface. I strategized and designed an accessible map with all routes and stops shown visually. I optimized complex maps, prototyped all interactions, then field and studio tested all concepts. I presented concepts to the 7 agencies and engineers, iterated to incorporate all feedback, and documented key requirements for implementation.

Impact

My research insights informed our final improved design. My designed map interface and other interactions successfully met the needs across all 7 agencies, and stretched the base INIT interface to provide a superior customer experience that met all accessibility and business needs. The new kiosk and tap interfaces launched smoothly, and are future-proofed for expansion. The system launched with no issues

“We’ve launched dozens of transit ticketing touch interfaces around the world, but this is the best we’ve ever seen.”

— Product Manager, ORCA Transit Technology Partner

“Paul’s talent and dedication are unmatched.”

— Program Manager, Sound Transit

“Paul has contributed a level of industry experience and domain knowledge that has helped us level up our collective abilities as a team. Paul has demonstrated a gentle confidence, depth of knowledge, and an understanding of the audience that has solidified each client’s trust in him as well as our team.”

— Strategy Director, Smashing Ideas

Successfully launched & evolving!

This kiosk successfully launched and continually is updated as new lines and stops are added.

Map Prototype

(Click to view)