I enjoy traveling in my city by subway because it is an environmentally friendly, efficient, and cheap way to travel. However, I have had some unpleasant experiences with taking the subway because of some issues that happen to the subway. For example, the escalator in the subway station is not in service, which causes a delay in my appointment. Besides, I saw people with physical disabilities have a hard time traveling by taking the subway because the subway service did not have enough care for them.

Reason to Design

I realized that the subway service did not provide enough information to travelers to make their trips wisely. A delay is inevitable if something happens to the trains or the facilities in the stations. Furthermore, the lack of service for people with physical disabilities will not make the subway a viable choice for them.

Target Users

For the general travelers, I thought there could be a way to help them make their trip time efficient. And for people with physical disabilities, there could be a way to help them make the subway service accessible.

Key Functions

User Flow

General Route Search

Users can choose an origin and a destination to check the available routes to travel through the subway. The route with issues will be presented so that users can avoid it. The live situations of the stations in the trip will also be given to the users.

Trip Condition Report

If something happens during the trip, the system will alert the users to know better about their journeys and modify their traveling plans earlier.

Accessibility Service Reservation

For users who need accessibility services, Eccess allows them to plan and reserve a traveling service before their transportation.

Accessibility Service Notification

After an accessibility service is reserved, Eccess will notify the users 30 minutes before the transportation begins so that the accessibility service can be delivered to the users on time.

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01. Competitive Analysis

In order to have a better understanding of the public transit searching and planning process. I analyzed three public transit applications in the market to learn about their methods and their advantages and disadvantages.

Competitive Analysis Example

02. User Journey Analysis

In order to have a better understanding of general users' pain points and needs during the subway traveling process, I conducted a user journey monitoring session to collect those data for design inspiration and development.

In order to have a better understanding of users with disability's pain points and needs during the subway traveling process, I conducted a user journey monitoring session to collect those data for design inspiration and development.

03. Heuristic Analysis of Shenzhen Subway Official App


  • Hierarchies are clear

  • Various functions for multiple purposes


  • There is no option for people with disability to find the service they may need


  • The information about the train is presented.


  • Although the information about the train is presented, there is no information about the spatial relationship between the train and each station, which could be hard for people to find an escalator or an elevator in different sections of the train.


  • The available facilities in a station are presented.


  • The conditions of those facilities are unknown. Users will not be able to use them if they are not in service.

Quotes from User Journey Analysis

  • “I wish there could be some traveling updates to help me avoid any delay.”

  • “It would be very helpful if there are volunteers in the station for the people with disability.”


Based on the information collected from the research, more information should be provided to the general users and help them plan their trips wisely. Besides, there should be some services for people with physical disabilities to make the subway service accessible.

Problem Statement

  • How might we help general users plan their trips efficiently and avoid possible delays?

  • How might we make subway service accessible to people with disabilities or other physical issues?

Design Process

01. Function Exploration

02. Persona Creations

03. Design System

Design Iterations

Usability Test

In order to make the design applicable, I planned four rounds of usability testing to collect users' reactions and feedback based on my design. There are three standards for testing.

  • Functionality

  • Design Logic

  • Design Clarity

Available Routes Selection

Based on the feedback from the usability test, the original design on the left has an unseemly design because multiple components look like buttons that confuse users about which one is functional. As a result, I changed the designs of the not active components to improve the design clarity.

Route Condition Alert

Based on the feedback from the usability test, users found out that the way to show the route condition alerts was not directly presented. Therefore, I redesigned the route choice content bar to help users notice the problematic route easier and faster.


Based on the feedback from the usability test, users realized that the original design on the left for accessibility service reservation was hard to understand. Besides, the visual design on the left is not friendly to people who are color blind. As a result, I redesigned the interface and made it more visually apparent and understandable to all kinds of users.

Function Accessibility

Based on the feedback from the usability test, users reported that the primarily functional buttons on the left were hard to operate for the people who might have to use one hand to operate their phones. Therefore, I redesigned the interface and placed the primarily functional buttons in a more accessible location.

Design Applications

Responsive Design

In order to make the design applicable on different devices and to practice design system, I chose 3 devices for responsive design applications.

  • iPhone

  • iPad

  • Desktop




Apple Watch

Final Design

Branding Guideline

Logo Design Explorations


The primary identifier for Eccess is the Eccess icon mark. It represents the efficiency and easiness Eccess offers to its subway customers. This icon mark symbolizes the appearance of a train. Furthermore, this icon mark signifies the letter ‘E,’ which represents efficiency and easiness as our goal. This icon mark is the standard symbol for representing Eccess. It can be used alone with other identity assets.


The Secondary identifier for Eccess is the Eccess wordmark. It is a made-up word assembled with letter ‘E’ and ‘access.’ ‘E’ represents Efficient and Easy. Together, Eccess means Efficient and Easy Access to the subway service. This wordmark can be used with Eccess logo vertically and horizontally.

Logo Variants

Clear Space

Logo Misuses

Brand Colors

Our primary palette consists of Eccess green, and white. Our layouts lean heavily on these colors, mixing in the neutral and accent palettes to build color schemes that are complementary and balanced. However, in some cases, the green may need to be darker online for accessibility reasons.


Futura Std, our sans-serif face, is the typeface used for the brand’s wordmark. Futura Std is easily read in different font sizes. Besides, It  has a simple but direct design for users to recognize. To emphasize the efficiency and easiness we are offering to the users through our system, Futura Std Bold Oblique is the font style we used for the wordmark. This style gives users a feeling of speed and power, representing our brand.

In the End


Subway service is a vital city service with many advantages. Nevertheless, the subway service still needs to provide its customers with information to help them travel efficiently and avoid delays. Furthermore, subway service should also consider the accessibility for special populations, like people with disability, so that the subway service can become a genuinely convenient service for the public.

What's Next

People with a disability are only one part of the special populations. The next step I will make in this project move forward is to identify more special populations and find their needs and expectations of the subway service.


IntroductionKey FunctionsResearchDesign ProcessDesign IterationsDesign ApplicationFinal DesignBranding GuidelineIn the EndBack to Top