T Talk Research Overview

Boston Train App

This project was inspired by my own frustrations with the T, Boston’s public train system, where delays and disruptions are often unclear and difficult for riders to track in real time. I set out to design a mobile app that reimagines how riders interact with transit updates by creating a community-driven, social-style platform, essentially “Twitter for the T.”

The app allows riders to quickly post about real-time events, share updates, and view what others nearby are experiencing. I began with low-fidelity wireframes to map out the basic flows and navigation, then progressed into high-fidelity mockups that refined the interface into a clean, accessible, and intuitive experience. The design emphasizes clarity, speed, and usability, making it simple for commuters to both contribute and stay informed during their daily rides.

By combining personal pain points with user-centered design, the MBTA App demonstrates how thoughtful UX/UI can turn everyday frustrations into opportunities for connection and problem-solving.

Objective:

Challenge point: cant rely on T

Design goal: Live updates about the

TSolution: Twitter(X) but for the T, where people can post a live update about a certain T stop and if its packed or a train didnt come, etc.

UI Exploration:

When I examined the existing MBTA app, I found that while it provides core transportation updates such as schedules and service alerts, it falls short in delivering meaningful, real-time information that riders actually need during their daily commutes. The updates are often vague, broad, and inconsistent across stations, which leaves users guessing about what’s really happening in the moment. For example, a service alert might simply say there are “minor delays” without specifying where they are occurring, how long they are expected to last, or whether there are alternative options available.

This lack of clarity makes it difficult for commuters to make informed decisions, especially in a system as unpredictable as the T. Riders are left relying on word of mouth, social media, or personal experience to fill in the gaps. Observing this disconnect highlighted an opportunity: to create a platform that not only shares real-time updates but does so in a way that feels transparent, accessible, and community-driven.

Competitive and Comparative Analysis

To expand my understanding, I looked at other transit solutions in major cities:

NYC Subway Apps (CitiMapper, Subway Time): Offer real-time countdowns and rider-sourced tips.
London Underground’s TfL App: Integrates safety alerts, accessible station details, and live updates.
Waze (as a non-transit comparison): Uses community-powered updates to give drivers real-time road conditions.

The comparison shows that while apps in cities like New York and London (and even apps in unrelated industries like Waze) use real-time data, accessibility features, and community engagement to build trust, the MBTA app remains one-dimensional. It functions more as a static broadcast tool than a dynamic system responsive to riders’ lived experiences.

User interviews/Observations

To better understand the lived experiences of Boston commuters, I conducted informal interviews with 10 individuals representing a range of demographics, students, young professionals, parents with children, and retirees. I also complemented these conversations with on-site observations at several MBTA stations during both rush hour and late evening. This mix of qualitative data helped me uncover common frustrations, emotional pain points, and coping strategies that commuters employ to navigate the T’s unpredictability.

Recurring Themes:
- UncertaintyAlmost every participant mentioned a sense of unpredictability when using the T. Even when the MBTA app showed an arrival time, riders expressed doubt about whether the train would actually arrive as scheduled. One young professional summed it up:
- “I never know if the train is actually coming when it says it is. I’ve stood on the platform watching the minutes count down, only to have the train vanish from the screen.”

Safety Concerns
- Several riders, especially women and those commuting late at night, highlighted that safety is a major factor in their decision-making. Dimly lit platforms, deserted stations, and the lack of reliable updates about what was happening on-site amplified anxiety. One commuter shared:
- “At night, I wish I knew what the station felt like before heading there. Sometimes I avoid the T altogether because I don’t want to risk being alone in a sketchy station.”
- This insight revealed that safety isn’t just about crime, it’s also about perception and transparency.

Reliance on Social Media
- Riders frequently turned to platforms like Twitter and Reddit for better, faster information than what the MBTA app provided. Many mentioned specific accounts or subreddit threads where fellow commuters shared real-time updates about delays, train conditions, or crowding.
- While this peer-to-peer system was often more reliable, it was fragmented and not always accessible in the moment. This demonstrated a clear opportunity for a more integrated, commuter-driven update system within the transit app itself.

Frustration with Redundancy
- Many users noted the inconsistency across different apps. For example, Google Maps might suggest one arrival time, while the MBTA app gave another, and unofficial apps provided yet another version of the truth. A parent commuter described it as:
- “I end up checking three apps just to piece together what’s actually happening. It shouldn’t take this much effort just to get to work.” This redundancy eroded trust and wasted valuable time, leaving riders frustrated with the lack of a single, reliable source of truth.

Insights from Interviews

The interviews and observations revealed that information gaps go beyond simple delays, they affect trust, safety, and emotional well-being. Riders aren’t just looking for transit data, they want transparency, reassurance, and community validation. The reliance on social media showed that commuters are already inclined to crowdsource their experiences, pointing to an untapped opportunity for the MBTA app to integrate these behaviors in a structured, user-friendly way. Also note: most of the information about safety is centered around the T which is a part of the MBTA system. Since the T is underground it has more of a safety concern.

Persona/Empathy Mapping

Jessica Chen

Age: 30

Occupation:

Business professional

Location:

Boston, MA

Demographics:

Young working professional, often commuting alone, sometimes late at night

Traits:

Organized, anxious in uncertain environments, small in stature, time-sensitive

Tech Comfort:

Regularly uses mobile apps, including Google Maps, MBTA app, and social media for updates

Goals

Arrive at meetings and appointments on time

Feel safe and in control during her commute

Have one trusted source of real-time transit updates

Frustrations / Pain Points

Vague MBTA alerts that provide little actionable informationAnxiety at dimly lit or empty stations, especially at nightHaving to check multiple apps (Google Maps, MBTA, Reddit, Twitter) to piece together the truthFeeling powerless when delays disrupt her packed schedule

Quote

“I don’t just want to know there’s a delay, I want to know how long, what’s happening, and whether it’s safe for me to even head to the station.”

Insights from Persona / Empathy Map

This persona and empathy map highlight that Jessica’s commute is not just a logistical challenge, it’s also an emotional journey. The lack of clarity leads to heightened anxiety, distrust, and wasted effort. Her reliance on peer-driven updates shows the opportunity for a community-powered transit solution that integrates safety, transparency, and real-time reliability into one cohesive experience.

Usability Scenarios

To contextualize Jessica’s struggles, I developed usability scenarios:

Scenario A: You are rushing from the office to catch a meeting across town. You check the MBTA app, which simply says “Minor delays on the Red Line.” You take the risk, only to find the train delayed for 20 minutes. You arrive late.

Scenario B: You’re leaving a late work dinner. You feel uneasy walking into a poorly lit, empty station. If only the app could provide peer updates about safety or activity at that stop.

Scenario C: You’re coordinating with friends during peak hours. Each of you receives slightly different updates from different apps, causing confusion.These scenarios highlight the gap between official information and real commuter needs.

Journey Mapping

This journey mapping reinforced the emotional toll of unreliable information, anxiety, wasted time, and safety concerns.

From the combined research methods, three themes emerged:

Information Gaps: The official MBTA app provides updates that are too vague, late, or irrelevant to specific commuter needs.

Safety Awareness: Commuters, especially women and night travelers want more transparency about station environments.

Community as a Resource: Riders are already turning to social media for real-time clarity, showing the potential of integrating community-powered updates directly into a transit app.

Research Conclusion

The research phase revealed that Boston commuters don’t just want an app that reports delays, they want an app that helps them feel informed, safe, and connected. I chose to focus specifically on the T (Boston’s train system) rather than the entire MBTA network. The T represents the area where commuters experience the most pressing challenges, delays, lack of real-time clarity, and heightened safety concerns due to its underground nature. By narrowing in on the train system, I could better address these issues with a community-driven app designed to foster transparency, connection, and a greater sense of security for riders.

This concludes my research, take a look at my app design next!