Contextualizing within the entire trip promotes empathy.
To start understanding this potential new form of travel, we combined user interviews and first-hand observational research, making a map that synthesized the UX of airlines and sub-super trains.
Our map helped us visualize all of the touchpoints in the experience (including local transit) making some issues quite easy to spot. This also established a common reference for discussions, like planning our interview guides.
Image in collaboration with Sanchit Gupta, Emil Alex, and Ginger Jiang.