Metrolinx Customer Experience

Client Metrolinx
Location Greater Toronto and Hamilton Area (GHTA), Canada
Years 2019 – Ongoing
Services User Experience Design, Service Design, Wayfinding, Cartography

The Greater Toronto and Hamilton Area is one of North America’s fastest growing regions; by 2041 it is expected to be home to nearly ten million people. To meet this growth, Steer is supporting the region’s transport agency Metrolinx as their wayfinding and customer infrastructure design consultant of record. Steer provides world-leading strategic advice and design solutions in support of Metrolinx’s ongoing investments in new rapid and regional transit options.

Our team has undertaken a wide range of initiatives that are improving how passengers plan and experience their transit journeys. These projects contribute to the growing range of strategic guidance and analysis services that Steer has provided Metrolinx since 2009.

Our customer experience design work includes:

• creating new cartographic standards for the provision of journey planning information, including bus connections and last-mile active transportation;

• defining the visual identity for a major new rapid transit line;

• developing a specification for a unified passenger assistance intercom system, suitable for implementation across Metrolinx’s GO Transit stations and partner agency facilities;

• refining Metrolinx’s wayfinding design and implementation standards;

• delivering customer-centred specifications and standards for new retail services at transit stations;

• designing facility maps and service diagrams to support the opening of the new Union Station Bus Terminal; and

• providing additional ongoing strategic and design services for new transit infrastructure.