WMATA envisions that all Metro customers have a positive experience, from the decision to ride through arrival at their destination, including creating a safe environment where every interaction within a station is clean, comfortable, reliable and efficient. To support easy mobility and repeat ridership, Two Twelve was invited to visualize the future of the Washington Metro signage and wayfinding and reassess the overall customer experience.

Our role in furthering the WMATA’s vision was to create a commercialization master plan for its ninety-one Metrorail stations, plus six new stations. The goal for the master plan is to enhance overall customer experience and environment through wayfinding and the development of internal procedures and station design standards related to implementing the master plan. Two Twelve’s strategy considers various elements that inform the plan and travel experience of the user’s journey, including primary pieces of information that users need when riding the metro and the many decision points they encounter along the way.