Center frontline knowledge.
Stakeholder feedback shifted our focus toward Fare Ambassadors’ knowledge. Across two interview rounds, I supported coordination, follow-ups, and stakeholder notes.
02 / Sound Transit
A voice for
the frontline.
Make Fare Ambassador knowledge visible during service disruptions.
- My contribution
- Stakeholder communication & research support. Coordination, follow-ups, and documentation.
- Team context
- Five-person UW partner team with separate research, project, and deliverables leads.
- Stage
- Partner research delivered
- Delivered
- FA Insights Kit: two maps and an insights report.
Communication map / reconstructed
- OperationsDisruption updates.
- FA supervisorField coordination.
- Fare AmbassadorsPassenger support and observations.
- PassengersTimely guidance.
Updates move toward passengers; field observations need a visible path back.
Key decisions.
Expose the missing handoffs.
Three breakdowns stood out: reports buried in parallel chats, passenger questions arriving before confirmed updates, and no clear feedback on how field reports were used. We mapped these gaps across the disruption lifecycle.
Make findings useful together.
The team delivered the FA Insights Kit: a disruption-flow map, communication-tool map, and insights report. Recommendations focused on shared references, clearer guidance, and feedback to frontline staff.
Outcome & next step.
Gave the partner a shared reference for communication gaps and practical recommendations.