Freelance UX Researchers in Los AngelesFreelance UX Researchers in Los AngelesIncreasing App Engagement by Simplifying Trip Planning and Ticketing for Metrolink Riders
Metrolink’s mobile app is a key way riders buy tickets—but many found it confusing, limited, and frustrating to use. Important tasks like choosing the right ticket, finding routes, and tracking trains weren’t clear or fully supported, leading to wasted time, mistakes, and lower app usage.
As the sole designer, I led a 3-month redesign focused on making the app more useful beyond just ticket purchasing. I clarified complex ticket information, simplified the buying process, and introduced key features like route recommendations, train tracking, and schedule checking—all designed to help users plan their trips with confidence.
After two rounds of user testing and iteration, user satisfaction significantly improved. The likelihood of users returning to the app increased by 37%, and overall experience ratings became more positive. This project demonstrated how clearer content, better structure, and the right feature set can turn a frustrating tool into one riders actually want to use. 
