Say hello to your OMNY app. Let’s get you moving.

One Metro New York (OMNY) encourages transit users to go contactless when riding the NY transit system. The app will include new features to create a seamless riding experience.

Scope: Creating the OMNY App Role: Research & UI/UX Timeline: March - May 2022

 
 

PROBLEM STATEMENT

When using the NYC public transit, people want to quickly plan their trip and purchase tickets. An app that can encompass all of the tools needed for a successful commute would be the quintessential New Yorker tool.

 
 

Background

HYPOTHESIS

With the MetroCard being phased out, riders will need an app to buy tickets and plan their routes. My OMNY app will allow users to tap and go, optimize travel time, keep track of their rides, and bring up-to-the-minute travel alerts to their fingertips.

Image by Pentagram, OMNY Brand Identity

 
 

Image by NY1

 

WHY

“15.7% of all subway and bus riders have migrated to the new system. By 2024 the entire NYC transit system will switch over the OMNY system” - The MTA, March 2022

The timing couldn’t be more appropriate. Currently, most NY transit riders rely on the MetroCard and paper tickets as their primary fare payment method. The MetroCard is notorious for issues: long lines at the vending machines, no available or functioning machines, bent magnetic strips, and more. These factors impact the daily commute of millions of riders. A better option has long been needed.

 

DESIGN OPPORTUNITY

Design an app to be the counterpart to the new tap-and-go technology. Built to be responsive to the users needs and demands, including purchasing tickets and getting alerts, news, and schedules. It is incredibly important to go beyond the MVP and create the essential tool every user needs to create a seamless experience.

 

Research

When researching for the OMNY app, I gathered MTA system data across the different transit options. This data helped to inform me of how well the current system is performing and how well the new technology is succeeding.

 
 
 
 

Insights

I surveyed five transit riders (ages 30-47) to understand their wants and needs. Their ridership ranges from daily to sporadic, across the different modes NYC transit offers: subway, bus, Metro North, and Long Island Railroad (LIRR) systems.

 
 
 

Concept

 

TOUCHPOINTS

 
 
 
 

SKETCHES

 
 

WIREFRAMES

Design

KEY MOMENTS

An app built to be responsive. I want to seamlessly connect the rider to the transit system, allowing the riders to have access to the latest alerts and directions. Users will get the tools to help them reach their goals and their destinations.

Below are some moments helping to address the pain points noted in the user research.

 

Takeaways

FOLLOW THE DATA

Designing the first OMNY app started with understanding the current NY transit service performance. How is it performing and delivering to the user? I found that users weren’t getting the information they needed from just one app, but several. From buying tickets to seeing train schedules, the user needed to dig around in multiple locations to get the information they needed.

I formatted the home screen to deliver the most time-sensitive information. This helps to streamline the process from using two to three separate apps to only using one.

DESIGN MATTERS

My main design goal was “Built to be responsive.” I wanted each tap to deliver the latest news, schedules, and routes. When the user’s train is suspended, for example, the OMNY app can provide quick alerts.

VALUES

The complexities of the New York transit system are immense. When done right, however, users can get to their locations on time with minimal fuss. When even one aspect of the system isn’t working, however, it can affect millions of riders. This project has been a learning experience, allowing me to think of ways to design a seamless experience even in times of disfunction. That kind of tension and pressure is when the new ideas are born and true progress is made.

 

THANK YOU!