Improving Wayfinding at Kingston Center

OVERVIEW

Course: Information Architecture

Client: City of Kingston

Semester: Winter 2025

My Role: UX Researcher – I did the research process, from field observation to user interviews and design recommendations.

This was an individual UX research project focused on improving wayfinding at a physical location - the Kingston Centre Transit Hub. As a major transfer point for Kingston Transit, this location sees daily traffic from students, commuters, and other residents. Unlike many digital UX projects, this case study tackles challenges in a real-world, physical environment, adding a layer of complexity in terms of accessibility, visibility, and user navigation behavior.

Problem Statement
The existing website lacked clarity, mobile responsiveness, and intuitive navigation, making it difficult for users, especially students, locals, and tourists, to discover events, browsing articles, explore local businesses, and engage with content.

Project Goals

Kingston Centre lacks clear, accessible, and visible wayfinding systems, especially for first-time users and people without mobile devices. Signage placement is inconsistent, real-time transit data is unavailable on-site, and the lack of a physical station map contributes to confusion and missed buses.

Project Goals

Identify pain points in the current wayfinding system.
Observe and analyze user behavior in the physical space.
Research best practices in transit wayfinding design.
Provide actionable recommendations to improve user navigation, accessibility, and efficiency.

PROCESS

Field Observations & Photographic Audit

To begin, I conducted an on-site audit at Kingston Centre. I took photos of signage, shelters, and overall layout during both day and night to assess visibility, placement, and legibility. I discovered that:

Bus number signs are only visible from the outside of shelters.

Passengers must step outside to confirm bus numbers, which is especially inconvenient in poor weather.

Signage is hard to see at night due to insufficient lighting.

Bus stop at Kingston Center

User Behavior Observation

I observed how people interacted with their surroundings while waiting for or boarding the bus. Common issues included:

Users circling shelters to find the correct stop.

Confusion among passengers transferring between buses.

Users frequently checking their phones or asking others for help.

Interviews with Students

To gather qualitative insights, I interviewed students who frequently use Kingston Transit. Key takeaways:

Many rely on mobile apps (Google Maps, Transit) for navigation but noted this isn’t always reliable or accessible.

Several mentioned missing buses due to unclear signage or bus arrival times.

First-time users felt overwhelmed by the lack of a station map.

Best Practices Research

I studied wayfinding systems in other transit hubs and identified several proven strategies:

E-ink digital displays for real-time schedules.

Touchscreen kiosks with maps and directions.

High-contrast signage with bold, color-coded information.

Clear directional signage at entrances and along walking paths.

My Recommendations

1. Improve Signage Placement and Visibility

- Install bus number signs inside shelters for easier identification.

- Use reflective materials or LED backlighting for night visibility.

2. Install Physical Route Maps

- Include a large, easy-to-read map showing bus routes, transfer points, and “You Are Here” markers.

3. Implement Digital Wayfinding Solutions

- Use e-ink or digital displays to show real-time bus arrivals, service alerts, and transfer directions.

- Ensure displays are accessible to users without smartphones.

4. Add Directional Signage

- Place signs indicating directions to specific bus stops (e.g., “Stops C, D, and G → this way”).

- Include clear iconography and consistent design to reduce cognitive load.

CONCLUSION

Project Outcome

The research uncovered key usability issues at Kingston Centre related to signage placement, information access, and visibility. The final deliverables included a detailed audit, visual documentation, and a comprehensive set of low-cost, high-impact recommendations that could significantly enhance the passenger experience.

Click photo to see full detail of my research

This project deepened my understanding of UX in physical spaces, where users interact with static, environmental elements rather than screens. It required me to think spatially, observe real-time behavior, and balance accessibility with practical constraints. It also highlighted the importance of inclusive design — not everyone has access to mobile technology, and physical design choices can empower or exclude users.