the routing company
Pingo Rider
On-demand transit that plays nice with the network.
During COVID, riders needed safer, predictable options and agencies needed flexible capacity. We anchored on a simple ask→get ride model with clear time promises, ADA considerations, and multilingual support, then layered intermodal logic so each trip could be part of a larger journey.
customer requirements
Fast, low-friction booking with clear ETAs and wayfinding.
Privacy-preserving boarding so drivers can verify riders without names. Enter 3-digit Ticket numbers.
Starting low fidelity
I mapped the end-to-end from origin to “on the bus,” then split the flow into three mental states: Plan → Book → Board.
As the sole product designer, I was responsible for taking the product from 0 to 1, leading the design and shaping the overall user experience.
system foundations
I built a lightweight design system for typography, spacing, and components so we could ship new screens fast and keep parity between iOS and Android. It also kept operators’ variants (on-demand vs shuttle vs access) consistent with one visual grammar.
feature 1: ticket number
The job was to confirm the right rider quickly at the curb, protect privacy, and avoid awkward roll calls.
Design move:
Show a large, 3-digit Ticket on the rider confirmation screen.
Mirror that code in the driver app.
Keep it readable from a distance and scannable in motion.
Boarding becomes a quick code check, not a name check. That speeds dwell time and keeps identities private by default. TRC documents the three-digit Ticket numbers design choice as a driver-facing privacy standard.
Feature 2: transit connect
The job was to make on-demand trips play well with fixed-route schedules so riders trust the transfer.
Design move:
Expose available connections at the destination right in the booking flow.
Use real-time GTFS feeds to adjust pickups and drop-offs so the rider still makes the bus or train if things slip.
Communicate “you will make this connection” confidently, and fall back gracefully if the network shifts.
TRC reports 99%+ success in ensuring onward fixed-route journeys and a 4.9/5 rider rating in early deployments. The feature won Metro Magazine’s 2022 Innovative Solutions Award.
Transit Connect, one of PINGO’s first features, helped users find the precise station and gate for their drop-off, simplifying navigation in complex transit hubs.
CONTEXTUAL GUIDANCE
Directing riders to the designated pick-up stop, such as a bus, metro, or transit hub, ensuring they can quickly find their driver
A demo for Ride Pingo app
Public deployments: Agencies from Washington to California run Pingo for on-demand and first-/last-mile, with documented growth in riders and service areas.
Platform scale: More than 1,000,000 passengers moved since 2021, with global operations across the US, Netherlands, Andorra, and UK.
Mode shift & productivity: 31% SOV replacement and peaks of ~26 pax per vehicle hour on shuttles.
Designing Pingo as the sole product designer was a transformative experience. From building the design system to creating the core ride booking experience, I delivered an end-to-end product that was both innovative and user-focused, contributing directly to TRC’s growth and funding success.
The Routing Company's Pingo app has moved over 200,000 people and has been launched in twelve communities across three continents. But what's next?
