A safe boarding & riding experience for urban transit

Designing and piloting human-centered interventions to support
commuter-rail riders as they return to work after COVID-19 lockdowns.

Sparking a Conversation Around Policing in NYC

Helping the New York Civil Liberties Union activate a city-wide, nontraditional campaign centered on listening

Sparking a Conversation Around Policing in NYC

Helping the New York Civil Liberties Union activate a city-wide, nontraditional campaign centered on listening

Sparking a Conversation Around Policing in NYC

Helping the New York Civil Liberties Union activate a city-wide, nontraditional campaign centered on listening

THE CHALLENGE

A Northeast Rail Operator approached IDEO to ideate and develop ways to keep their commuter rail riders and employees safe as ridership returns post-COVID-19. 

In a 2-week remote sprint, we convened subject matter experts from the operator with IDEO design boosts, growing our cross-organization team from 8 to 16 in advance of a design review with many stakeholders. After the review, we down-selected and iterated on ideas to hand over refined concepts, each with a stage-gated prototyping plan, to the operator’s internal innovation team to move forward to prototyping, piloting, and full deployment. 

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AT HOME
1. Journey Videos
Build confidence, set expectations

AT THE STATION
2. Mask-Up Zone
Normalizes + rewards masking

3. Good Behavior Campaign
Encourages masking + distancing

4. Skip the Wait
Encourages autofill + touchless pay

5. Flatten the Peak Campaign
Aims to reduce peak crowdedness

ON THE PLATFORM
6. Actionable Data
Informs riders when + where to go

7. Express Cars
Protect vulnerable passengers

8. One-Way Doors
Reduce rider collisons

9. Where to Stand
Shows how to social distance under varied conditions

 

 

 

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THE IMPACT

We helped a large, legacy, and essential transit organization take steps to being more nimble through rapid prototyping, inclusive feedback sessions, and iteration. Our work gave the riding public more confidence in the commuting, and clear guidance on when and how to ride safely.


THE OUTCOME

We delivered a suite of 9 concepts, mapped to an experience blueprint  and united by 5 design principles.

Leadership greenlit 4 concepts for rapid prototyping in the system, including a behavioral campaign and station interventions to encourage masking up and confident, safe social distancing.

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Hi. Expedition Works is a design consultancy (and a small-business!), where we design new services and businesses, new environments, new ways to engage with residents, and we conduct independent research.

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Expedition Works, LLC; New York.

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