Simplifying Transit, Enhancing Confidence
OVERVIEW
Improving the NJ Transit Mobile App Experience
Services
App Design
Content Strategy
Data Analysis
Market Research
Strategy Alignment
Workshop Facilitation
Designs with purpose, guided by clear objectives, that was the foundation for the NJ Transit mobile app redesign. The new design empowers users to navigate transit with confidence, offering seamless access to key features, real-time data, and personalized tools all in one place.
The project prioritized functionality and clarity. By leveraging location tracking, we delivered an immediate view of nearby transit options and schedules. We simplified ticketing by allowing users to easily view, buy, repurchase, or activate tickets. The app also now supports customization across transit modes and provides instant access to updates for favorite routes, all designed to reduce effort, confusion, and support calls.
Designs with Purpose, Guided by Clear Objectives
Streamlined Nav
Easily access key features and transit information.
Location Tracking
Location tracking providing an immediate view of nearby transit.
Ticketing
Direct access to view, buy, repurchase or activate tickets.
Favorites
Streamline access to real-time status and updates of favorite transit routes.
Ticketing
Direct access to view, buy, repurchase or activate tickets.
Favorites
Streamline access to real-time status and updates of favorite transit routes.
Customization
Customized transit modes, station info and schedules with less effort.
Alerts & Updates
Stay informed with real-time alerts for delays, schedule changes, and service announcements .
THE CHALLENGE
Identifying Roadblocks to a Seamless Rider Experience
The challenge was to reimagine the experience from the ground up: simplify core tasks, surface relevant information at the right moment, and ensure the app could confidently serve both tech-savvy commuters and less experienced riders alike.
The existing NJ Transit mobile app struggled to meet the evolving needs of its diverse rider base. Users found it difficult to locate key features, access real-time updates, and navigate ticketing flows without confusion or delay. The interface lacked personalization, intuitive organization, and modern accessibility standards — leading to increased user frustration and a higher volume of support calls.
THE SOLUTION
Designing a Smarter, More Streamlined Transit Experience
The redesigned NJ Transit mobile app was built around clarity, speed, and personalization.
Nearby Transit & Schedules
A GPS-powered module now shows nearby stations, walk times, track numbers, and live service updates. Icons and badges make transit options clear at a glance, reducing guesswork and speeding up decision-making on the go.
THE CHALLENGE
Simplified Ticketing. Smarter Trip Planning. Seamless Navigation.
The redesigned NJ Transit app puts everything riders need in one place. With faster ticket activation, real-time route planning, and intuitive navigation, every interaction is easier so users can focus on the ride, not the app.
Ticketing
Tickets at your fingertips. Riders can buy, activate,
or repurchase tickets right from the home screen. Activation flows now include trip details and expiration info in a clear modal, helping reduce confusion and support calls. Boarding Passes have been updated for quick activation to get everyone on their way as fast as possible.
Trip Planner
The redesigned planner provides real-time routes, transfer info, and departure times based on the rider’s location. It’s fast, accurate, and built for planning across train, bus, and light rail — no need to leave the app.
THE RESULT
A Simplified Experience That Delivers Real Rider Confidence
User testing anticipates a strong adoption across all age groups, with participants praising the app’s simplicity and clarity. The redesigned experience scored 4.6 out of 5 from 331 users tested, with younger users navigating seamlessly and older users benefiting from improved accessibility. 

Early usage data indicates a reduction in support calls and increased confidence in ticket activation and trip planning, confirming that the streamlined design successfully meets the diverse needs of NJ Transit riders.
Validating Design Success Through Real User Feedback
We conducted user testing with two groups. Both groups were frequent New Jersey Transit riders that have previously purchased a ticket through the mobile app. Users were given task based tests to validate updated content flow and designs.
Group A
18-44
223
Group B
55+
Age Demo
108
Total Participants
Testing Results
As expected, the 18–44 age group performed best, navigating the app with ease and responding positively to the streamlined features.
Group A
Ages 18-44
223 Users
84%
93%
Group B
55+
108 Users
75%
Use local transit
daily or weekly
87%
Overall Task
Success Rate
Design Validation
The final question, asked users to rate the updated designs on a scale of 1 to 5, with 5 being “great.” 95% of participants rated the updates as either “good” or “great,” rating average of 4.6 of 5, validating the success of the new designs.
Overall Rating
4.6
We tested the app with 331 total users, with the updated design earning an average rating of 4.6 out of 5.
User Feedback Tone
Positive Anticipation
Overall excitement and anticipation from users. Many declare updates will improve their daily experiences.
