Case Study: Sound Transit achieves faster, easier ticket purchasing with Anthro-Tech

Sound Transit streamlines ticket buying across 96 kiosks with Anthro-Tech

Sound Transit faced the challenge of an overwhelming and complex ticket purchase process at their vending machines, which could confuse riders navigating various transit options across the Puget Sound region. To address this, they partnered with the vendor Anthro-Tech on a user experience design project to streamline the cross-channel customer experience.

Anthro-Tech implemented a solution that redesigned the kiosk interface to provide a customized, map-based experience using plain language instead of transit jargon. The new design allowed riders to select destinations directly on a map, creating a seamless and intuitive purchase process. This user-centered approach, which included prototyping and testing with 153 riders, successfully made ticket buying fast and easy for Sound Transit's customers, who serve over three million annual transactions across 96 machines.

Sound Transit