SHAPING THE SUBWAY EXPERIENCE

Class 06 CED: The class was divided into teams to research a topic of interest that related to customer experience design. My CED team decided to go in-depth and examine the customer experience while riding the subway. Based on our research, we were then asked to design a poster about our chosen subject, while incorporating the topics we have learned in class to date—market driving vs. market driven services and products, the customer journey, lovemarks, the doppelgänger brand and steps to change the doppelgänger brand narrative.


We chose the subway experience because it is a topic that many people can relate to and we highlighted train delays because it is a universal headache. From Toron