The Massachusetts Bay Transportation Authority (MBTA), more commonly known as the T, is one of the oldest public transit systems in the United States. It's also the largest transit system in Massachusetts.
As a division of the Massachusetts Department of Transportation, the MBTA provides subway, bus, Commuter Rail, ferry, and paratransit service to eastern Massachusetts and parts of Rhode Island, and serves over 400 million riders each year.
At the MBTA's Customer Technology Department (CTD), our mission is to apply modern principles of research, design, and technology to make our transit system easy for all riders to use. Effective and equitable public transit is essential to the social, economic, and environmental progress of Greater Boston.
We’re a team of designers, engineers, and content specialists charged with bringing novel ideas, modern standards, and a user-centered approach to technology on the T. As the MBTA works to reinvent itself, we have a rare opportunity to shape the future of transportation for Boston and communities all around Eastern Massachusetts, and blaze a trail for other transit agencies around the country.
We’re looking for people to join the team who are passionate about improving the daily transportation experience for our 400 million annual riders.
CTD is looking for a User Experience Designer to join our team, and help develop elegant and intuitive customer-facing transit products, as well as tools to support MBTA operations that are useful, usable, and delightful. This position will be focused primarily on designing transit tools and communications for MBTA riders through our flagship website, MBTA.com, and supporting other internal MBTA departments in the development of rider-facing communications and transit operations software.
This is a true UX generalist position, with a strong focus on interaction design, communication design, and user testing. You’ll be primarily embedded in our rider tools team, working in a collaborative, agile environment with product managers, content strategists, front- and back-end developers, transit experts, and other UX designers, as well as internal partners in other MBTA departments.
As part of our team of five UX designers and researchers, you’ll be responsible for understanding user needs; designing user flows, wireframes, and interfaces; developing product requirements in collaboration with product management, and crafting content strategy in collaboration with content writers. You’ll also have the opportunity to work closely with other MBTA departments across a variety of other rider-facing visual communication efforts.
What you can expect from your first 30 days at CTD:
- Dive into the MBTA system: We don’t expect everyone who walks into CTD to understand the ins and outs of how our transit system operates. Over your first month, you’ll begin learning the details of how the MBTA’s rail, bus, and ferry network helps move a million people around Greater Boston every day.
- MBTA.com: You’ll get up to speed on the structure of MBTA.com, and learn about the data sources and design patterns for our website. You’ll pair with the MBTA.com UX lead to design features for the trip planner tool, and begin thinking about how to include bus shuttle service into the website.
- Fare product communications: You’ll work with a CTD design strategist and our partners on the MBTA Revenue team to learn about the MBTA’s suite of fare products and pass programs, and how they are used by and sold to customers. You’ll support ongoing efforts to communicate the value of these fare products to corporate customers and directly to riders through effective visual design.
We want to hear from you if you have these capabilities...
- Interaction Design & User Testing: You can create wireframes, prototypes, and production design assets to support the development of digital products, focused primarily on MBTA.com. You’re able to conduct usability tests using a variety of in-person and remote usability techniques.
- Communication Design & Content Strategy: You have a good sense of how content and design work together to communicate effectively to a general audience. You can partner with content writers to solve complex communication challenges, and create high-fidelity visual mockups and prototypes to illustrate those solutions across digital (and occasionally print) media.
- A Product-focused Mindset: You’re able to be a thought partner with product management in creating and driving the direction of MBTA.com and other communication design projects. You think about the balance of user needs, business drivers, and technological capabilities, and may occasionally assist with roadmapping and task creation.
- Cross-discipline Collaboration: CTD teams are generally interdisciplinary, so you’re able to work closely with product management, engineering, data specialists, and content teams in an agile environment.
And are this kind of person...
- Empathetic: You think about end users constantly and are always looking for ways to understand their lived experience.
- Communicative: CTD is an interdisciplinary team sitting within a large public agency. You’re able to take design prototypes, feature ideas, research & testing results, and other design outputs, and communicate them to internal stakeholders clearly and effectively.
- Systems thinker: The MBTA is a complex, 120-year old transit agency with a huge number of moving parts. Our team needs to understand the complexities of running transit services, the business operations of the MBTA, and how riders use our system to get around Boston in order to design solutions that work for all of our different user types.
Boston,MAPrimarily on-site in Boston, MA
Although we’re mostly interested in your ability to do the work, here are some guidelines on the capabilities and experience we think might be most suited for this role. Please keep in mind that these are advisory, and not required.
- Approximately 5 years of professional experience in user experience, user research, interaction design, usability testing, visual design, or a related field
- Expertise in design tools like Sketch or Adobe Creative Suite
- Experience working in an agile development environment
- Experience using online collaboration tools (e.g. Slack, Asana, etc.)
- Working familiarity with HTML and CSS
- Solid understanding of accessible design principles for the web and for physical spaces
- Familiarity with the MBTA transit system as a rider
- Formal education in design, usability, fine art, or a related field (This could be a college degree, a bootcamp, a certificate program, or something else entirely)
Diversity and inclusion at CTD are very important to us. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.