Reflexions Supports Launch of Redesigned DC Metro Website

WASHINGTON, DC — Reflexions today announced the launch of the redesigned WMATA.com website for the Washington Metropolitan Area Transit Authority (WMATA), known as Metro, delivered in collaboration with implementation firm Reingold and Metro’s internal digital, communications, accessibility, and customer experience teams.

Serving approximately 439,200 riders per weekday and recording 264 million combined bus and rail trips in 2025 across Washington, DC, Maryland, and Virginia, Metro operates one of the largest public transportation systems in the United States. The redesigned website establishes a more consistent and accessible digital experience for riders seeking trip planning tools, service alerts, station and stop information, schedules, and operational updates.

Reflexions led strategy, user experience design, interface design, technical architecture, rider research, and customer testing throughout the initiative. The engagement included extensive collaboration with Metro stakeholders and rider groups to evaluate usability, service information, mobile usability, and accessibility requirements across a broad range of rider needs and technical abilities.

The redesigned platform introduces a mobile-first information architecture organized around the tasks riders most frequently need to complete, including trip planning, reviewing service conditions, locating stations and stops, and accessing real-time arrival information. The experience was designed to support a broad range of rider contexts, including first-time visitors, daily commuters, non-English-speaking users, riders using assistive technologies, and customers accessing the platform from older devices or limited mobile connections.

Features include:

• Unified service information: For the first time, the site features a consolidated set of service information tools all in the same place: trip planning, nearby service, bus routes and rail lines, real-time and scheduled arrivals, and station and stop information.
• AI-enabled customer support chat: Customers will now have a next-generation customer service agent to provide support 24 hours a day. The AI-enabled chat taps into Metro transit data and a broader knowledge base from the website to answer questions. The new AI agent will support trip planning, arrival information, and other frequently asked questions. Live customer service agents are still available on weekdays from 7 a.m. to 8 p.m. and weekends from 8 a.m. to 8 p.m.
• Accessibility built in: The new site was built with accessibility in mind. It will work better for customers using screen readers and is built to work with modern assistive technology like iOS VoiceOver and Android TalkBack. Increased color contrast and larger text sizing also decrease the cognitive load needed to interact with the site. The new WMATA.com aligns to WCAG 2.2, an outline of standards to make web content more accessible to a wider range of people with disabilities.
• Expanded language options: The new site is translated into more than a dozen languages. The options include Spanish, Chinese, Vietnamese, Amharic, Russian, Somalian, Arabic, Portuguese, Filipino, Korean, French, and Dari. Additional languages are coming after launch, and ongoing translation improvements will be made based on customer feedback.
• Consistent digital branding: The new “One Metro” brand is prominent throughout the site, making Metro’s digital products more consistent.
• SmarTrip upgrade coming soon: The next phase of our web overhaul will introduce a fully integrated SmarTrip fare payment experience later this year.

The engagement also focused on long-term operational sustainability for Metro’s internal teams. Reflexions worked with agency stakeholders to establish reusable design patterns, consistent navigation systems, governance structures, and publishing approaches intended to support ongoing maintenance and future expansion of the platform over time.

The initiative established a more unified framework for presenting operational information across WMATA’s customer-facing digital systems, aligning service communications, navigation structures, and rider support workflows into a more consistent experience model.

Technical implementation and development services were delivered by Reingold in coordination with WMATA and Reflexions.

About Reflexions

Reflexions is a leading digital product studio with expertise in civic technology and design. The firm has also delivered next-generation digital customer experiences for major transportation authorities including the Metropolitan Atlanta Rapid Transit Authority (MARTA), the Metropolitan Transportation Authority (MTA), the Massachusetts Bay Transportation Authority (MBTA), the Metropolitan Transportation Commission (MTC), and others across the United States and internationally. Reflexions brings a user-centered design approach, technical expertise in open data standards, and a proven track record of delivering impactful products on time and at scale for both public and private institutions. For more information, visit reflexions.co. 

About Metro

The Washington Metropolitan Area Transit Authority (WMATA), known as Metro, is the region’s leading public transportation provider, serving a population of approximately four million people across Washington, D.C., Maryland, and Virginia within a 2,054-square-mile jurisdiction. With a network of six rail lines, 98 stations, 126 bus routes, and a door-to-door paratransit service, Metro is the second busiest transit system in the United States serving 268.9 million trips in 2025 with a $5 billion operating and capital budget. Since 2022, Metro has completed multiple transit-oriented development projects that have brought $15 million in tax revenue to the region from housing, office, and retail space in the community. Safety and security are core values at Metro. Over 30,000 cameras monitor the system, and Metro currently has the lowest crime rate in history with fare evasion down 82% on rail. In 2025, the American Public Transportation Association (APTA) named Metro the Transit Agency of the Year in recognition of industry-leading ridership growth, record high customer satisfaction, a newly redesigned Bus network, expanded rail service, and improved customer experience.

Media inquiries: press@reflexions.co

More information: reflexions.co  |  wmata.com