TYPE:
SCHOOL PROJECT
TIME:
SECOND SEMESTER
CLASS:
ETHNOGRAPHY & CO-CREATION
PROFESSOR:
CHRISTINE MCGLADE
My attempt to understand TTC users' need
overview.
This research project aimed to understand how Toronto residents experience public transportation through the TTC system. Conducted for the City of Toronto’s Department of Transportation, the study explored daily travel behaviors, frustrations, and needs of riders to inform better urban planning and transit improvements.
challenge.
Public transportation is supposed to connect the city — but in Toronto, many riders feel disconnected from the system meant to serve them.
We wanted to explore:
What makes the TTC experience stressful for users?
How do they adapt to daily challenges like delays, overcrowding, and unclear information?
What opportunities exist to make riding public transit smoother and more reliable?
approach.
Part I: Observational Research
We began by observing real riders in their natural transit routines.
Over 15 sessions — both participant and non-participant — we noted behaviors, conversations, and emotions across buses, subways, and streetcars.
Key observations:
Riders rely heavily on third-party apps like Google Maps or Transit for navigation.
Old stations and unclear signage cause confusion, especially for new users.
Service disruptions and detours are often poorly communicated.
Cleanliness and safety were frequent concerns, especially in crowded stations.
Part II: Diary Study
To capture riders’ day-to-day realities, 26 participants documented their commuting experiences through diary entries.
Emerging patterns:
Riders constantly checked their phones for updates because they didn’t trust schedules.
Many left early or avoided rush hour to reduce stress.
Weather and lack of shelter at stops were recurring issues.
People relied on backup plans like biking or taxis when TTC delays struck.
Part III: Co-creation Workshop
We invited participants to become co-designers.
Through three collaborative activities — UX Brainstorm, 1-2-4-All, and 25/10 Crowdsourcing — riders identified problems and proposed solutions from their own perspectives.
Top challenges they voted on:
Delayed or inconsistent bus schedules
Overcrowded vehicles during rush hours
Lack of hygiene in stations and vehicles
Participant-driven ideas:
Real-time notifications for delays
More frequent and express services
Dustbins and regular cleaning
A TTC mobile app for trip planning and service alerts
insights.
Across all three phases, a clear pattern emerged:
Toronto riders are adaptable but frustrated. They’ve learned to plan ahead, use multiple apps, and expect disruption — but these coping behaviors highlight deep issues in system reliability and communication.
Key discoveries:
Information about delays and detours isn’t reaching riders in time.
Crowded, unclean vehicles reduce comfort and trust in public transit.
Riders want more transparency, predictability, and cleaner spaces.
TTC’s route naming and signage are confusing for first-time or casual users.
