designing for disappointment

designing empathetic notifications for the Transit app

Role:

UX/UI Designer

Timeline:

2 weeks

Tools:

Figma & Adobe Suite

Skills:

Prototyping, User Research, Visual Design

Team:

Used with permission. ©ShiftLeft, LLC. 2023

overview

We’ve all been there: rushing to catch a train only to see it pull away, followed by a bland, unhelpful notification from your transit app like “You just missed the train.” Thanks. Super helpful. What if we could redesign that tiny moment of disappointment and turn it into a UX win?

I explored how a behaviorally aware UX redesign of notifications could shift the experience from frustration to reassurance. For this case study, I focused on Transit App, a widely used real-time public transit tool, as the platform to apply and prototype this concept.

research

To understand how people really feel about transit notifications, I talked to the experts: 15 daily commuters ages 22-45 living this frustration every day.

     87% of commuters experience anxiety when receiving delay notifications. One
     participant said, "My heart drops every time I see a transit notification. I know
     it's never good news."

     Users want solutions, not just problem statements
‍

     From 5 interviews over Google Meet:

     Users felt intimidated by the amount of personal and financial data required
     upfront

     There was a lack of clear value proposition reinforcement during signup
‍

     Behavioral Analysis:

     People make poor decisions when panicked

     During stress, users want immediate action options

     Supportive language reduces frustration faster than a neutral tone

     From usability tests on the existing website:

     There were too many form fields, which created decision paralysis

     Users couldn't see progress or end goal
‍

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     From 15 user surveys:

     Users hesitated to provide sensitive financial information without understanding
     the full benefit

     There was no clear security messaging or credentials displayed
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Using the pain points I gathered from my interviews, surveys, and usability tests, I created personas to represent some of our users and their goals, frustrations, and decision-making styles. To put our experience in context, I also conducted a competitive analysis of similar fintech companies, breaking down how they structure their enrollment flows to reduce friction. This gave me a clear picture of what not to do, as well as a few smart ideas worth adapting.

     The Psychology of Transit Stress:

     Empathy First: Address the emotional state before delivering data. A stressed      commuter needs reassurance before they need train times.

     Shift From Problem to Solution: Instead of focusing on what went wrong, immediately
     redirect attention to what can be done about it.
‍
     Cognitive Load Matters: When people are stressed and in a hurry,
     decision-making becomes harder. We need to simplify choices and highlight the best
     options.
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solution

With a bit of research and designing, the end result was notifications that were empathetic, and providing for a better user experience.

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design principles

     Reduce Friction: Ask only for what’s necessary, when it matters most.
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     Build Trust: Use friendly language, clear value props, and reassuring microcopy.
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     Guide with Empathy: Design with the user’s pain-points and motivations in mind.
‍

     Reframe negative moments with actionable options

     Use microcopy to shift emotional tone

     Provide clear choices to reduce cognitive load
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the impact

behind the solution

Decreased app abandonment after missed-train events by 40%
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Increased alternative route acceptance by 25%
‍

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Faster rebooking and route-switching by 30%
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the impact

Decreased drop-off rate by 20%
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Why These Numbers Make Sense

‍Reduced Cognitive Load
When people don't have to think about next steps, they act faster.

‍Emotional Support = Engagement
Users are more likely to stay with an app that makes them feel supported rather than stressed.

‍Clear CTAs Drive Action
When the best option is obvious, people take it.ide of a div block.

Increased satisfaction scores by 15%
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Increased completion time by 35%
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what i learned

‍

This project started as frustration with my own commuting experience but evolved into something bigger: a reminder that every digital interaction is a human moment. It reinforced that the smallest design choices can have the biggest emotional impact. The tone of a single push notification can determine whether someone feels supported or abandoned by your product.

When someone's train is delayed, they're not just receiving information, they're having an experience that affects their day, their mood, and their relationship with the service. As designers, we have the power to make those moments worse or better.

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Key Takeaways
Psychology > Technology: understanding human behavior is more important than having the most advanced features.

Words Shape Experience: Microcopy isn't micro, it's often the most impactful part of the user experience.

Reframe, Don't Just Inform: Instead of delivering bad news, reframe situations toward positive action.

Speed of Support Matters: In stressful moments, immediate helpful response is more valuable than perfect information.

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designing for disappointment

design principles

other projects

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