Human-Centered Design and Transit

Six questions about how people experience transit spaces, with concepts from human-centered design

By Christine Mondor, FAIA, LEED AP, EcoDistricts AP, Principal, Evolve EA, Pittsburgh, PA

At the Mpact Transit + Community conference in Philadelphia in 2024, a packed audience gathered to learn about “Using Human Behavior to Inform Transit Decisions,” with Ren Yee of UNStudio, Anna Muessig of Gehl Architects, and Pierre-Jean Male of BEworks, in a conversation guided by Christine Mondor, Principal with Mpact Partner Evolve EA. In this guest post, Mondor unpacks six questions about how people experience transit spaces and describes concepts that transit planners and designers should keep in mind.  

Human-centered design, an approach that centers the needs and experiences of users, is both a data-driven approach and one that is fully attuned to the powerful forces of perception. Designing from this perspective requires us to consider how a transit station might be more efficient—delivering people to the right place in a safe and timely manner—while also considering the quality of experience that might transform our very purpose for doing so.

Let’s dive into six thought-provoking questions and concepts that build on these ideas and steer us toward more effective and empathetic urban design solutions.

What do we learn by observing how people engage with transit environments?

In his podcast (recorded after the session) The Cognitive Experience of a Transit User (Mpact Podcast Episode 87), Ren Yee suggests that in our focused pursuit of efficiency, we are overlooking the chance to design better neighborhoods and cities that positively affect our state of mind.

When we perceive our environment as safe and comfortable, we’re free to engage in mind-wandering, a state where our thoughts naturally drift from immediate tasks to other ideas and scenarios. Instead of merely creating the fastest routes between places, we could cultivate vibrant community spaces where we connect with nature and with people. Without the need to navigate stressful surroundings, our minds can freely engage in creative thinking, problem-solving, and future planning, all essential for mental health.

What does eye-tracking tell us about a transit user’s experience?

Eye-tracking technology can give us valuable insights by precisely measuring where people look and for how long, revealing how they perceive and interact with their surroundings. This technology helps us understand an individual’s cognitive load or mental state—whether they are relaxed, confused, or overwhelmed by their environment. Eye tracking can show what catches an individual’s attention and what they might overlook, helping designers understand what features are most engaging or prominent. Eye tracking can also highlight potential safety issues by showing where people aren’t looking—places where hazards might lurk.

How do habitual behaviors affect transit user decisions?

By observing transit users, we learn how they often rely on heuristic decision-making—mental shortcuts that simplify decision-making. These shortcuts help us navigate quickly and efficiently without needing to pause and deliberate every action, which is essential in complex transit settings. But this can lead to mistakes. For example, when transit stations have a similar design, commuters may quickly assume they’re at the correct location based on past experiences. When they realize they’re actually at the wrong station, this causes confusion and frustration. Data on what users notice and how they process information can lead to more legible transit environments.

Can first impressions dominate a user’s view of a transit system?

The horn effect shows how a single negative experience, such as missing a bus because of confusion over similar-looking bus stations, can unfairly affect a person’s entire view of the public transit system. Even if the rest of their journey goes well, this initial setback may lead them to see the entire system as unreliable. On the other hand, the halo effect occurs when a single positive trait excessively shapes someone’s overall impression. Methods like eye tracking, biometric indicators, or gathering qualitative feedback about real or virtual environments can help capture transit users’ reactions and provide deep insights into critical aspects of public transit systems.

How can we ensure that the information we provide in transit areas is effectively used by commuters?

Transit areas are complex environments with many elements vying for attention. As transit designers, we might believe we’re providing clear information for necessary decision-making. However, salient bias—when a person decides based on what is most noticeable rather than all relevant information—can undermine well-intended designs. For instance, commuters might trust a brightly lit, prominently displayed timetable over more accurate real-time updates provided on an app or less conspicuous digital displays. By conducting observations, surveys, and prototyping experiences, we can verify that the information we intend to communicate is actually what is being understood by users.

So now we have all this data…how do we use it responsibly?

Data-rich projects can easily fall into the trap of confirmation bias, where we might see what we expect to see rather than what’s actually there. For example, if we’re looking at how a new transit app affects rider satisfaction, we might think the data shows it’s working just because that’s what we expect. To avoid this, it’s important to use control groups—people who aren’t using the app—to compare results. We should also include clear, objective data like biometric measurements to ensure the results we’re seeing are real. Additionally, having a diverse group of experts review the data helps keep our analysis honest and accurate, making sure we’re not just seeing what we want to see.

Listen: Mpact Podcast with Ren Yee: The Cognitive Experience of a Transit User