City Rail Link Journey Mapping
“The City Rail Link is a huge project with an equally huge impact on Auckland’s growth and prosperity. The $4.4 billion project is ambitious. It’s the largest transport infrastructure project New Zealand has ever built. When fully operational, 54,000 passengers an hour will use CRL stations at peak times.”
https://www.cityraillink.co.nz/
As part of this project, 4 stations are being constructed/re-developed and are expected to be delivered in 2024.
In order to optimise the customer’s experience when interacting with these stations, the Customer Experience Design team was tasked with creating personas and assumptive journey maps for each station. These journey maps helped to validate the existing station designs, highlighted potential pain points and gave us an opportunity to offer suggestions and solutions to ensure the best possible customer experience was achieved.
Persona categories identified using existing customer research and insights.
Example of an assumptive journey map created for Karangahape Station. Initially built using Miro. Refined using InDesign and Illustrator for stakeholder distribution.