DC Metro Website and Rider Tools
Modernizing the customer experience for the nation's second-largest transit system
Reflexions led strategy, user experience design, interface design, technical architecture, rider research, and customer testing for the new website for Metro, which operates one of the largest public transportation systems in the United States.
Launched alongside new Metro Pulse mobile app, the redesigned website establishes a more consistent and accessible digital experience for riders seeking trip planning tools, service alerts, station and stop information, schedules, and operational updates.
Client
DC Metro
Industry
Transportation
What We Did
Strategy
Design
Overall System Design Guidelines
Accessibility Compliance
User Research and Testing
Data Integration
Visit Site439K
daily riders
264M
annual bus + rail trips
The rider tools feature integrated trip planning, nearby service, bus routes and rail lines, real-time and scheduled arrivals, and station and stop information.
New features to modernize the DC Metro website and rider experience
- Unified service information
- AI-enabled customer support chat
- Accessibility built in
- Expanded language options
- Consistent digital branding
- Smart Trip upgrade coming soon
Metro stakeholders and rider groups were engaged to evaluate usability, service information, mobile usability, and accessibility requirements across a broad range of rider needs and technical abilities.
The redesigned platform introduces a mobile-first information architecture organized around the tasks riders most frequently need to complete, including trip planning, reviewing service conditions, locating stations and stops, and accessing real-time arrival information.
The experience was designed to support a broad range of rider contexts, including first-time visitors, daily commuters, non-English-speaking users, riders using assistive technologies, and customers accessing the platform from older devices or limited mobile connections.
The new DC Metro website architecture was fully redesigned to surface the most relevant information for navigating the system
