How STIB redesigned its website to meet the real-time needs of urban commuters
To better serve the daily needs of Brussels commuters, STIB set out to completely redesign its website — with a focus on mobile-first navigation, seamless subscription purchases, and real-time travel information.
The Brussels Intercommunal Transport Company (STIB) is the main public transport operator in the Brussels-Capital Region. It manages an extensive multimodal network of metro, tram, and bus lines, serving over a million journeys per day. As a key player in urban mobility, STIB is committed to providing accessible, sustainable, and efficient transport solutions for residents, commuters, and visitors alike.
Public Transport
Public Sector
01. Challenge
STIB aimed to eliminate friction in the user journey by making essential information — like routes, schedules, and service disruptions — easier to access through a seamless, mobile-optimized experience.
02. Approach
We implemented a comprehensive and structured UX approach:
Mental model based on insights from 40+ user interviews
Navigation flowcharts to rebuild the site architecture
Design Studio workshops with key stakeholders
Continuously tested wireframes, refined into high-fidelity designs
Fully documented design system in Figma
Over 145 user tests conducted throughout the sprints
03. Impact
The results of our intervention at STIB were highly positive:
Strongly positive feedback from both end users and internal stakeholders
A scalable UX approach that can be replicated across other STIB platforms
Strengthened alignment between UX, business, and tech teams through collaborative workshops and user testing
Quantitative impact analysis currently underway on the client side
01. Challenge
STIB aimed to eliminate friction in how users accessed key information — such as routes, schedules, and service disruptions — especially in on-the-go situations where speed and clarity are essential.
The objective was to create a mobile-first experience that matched the real-life needs of commuters navigating the city in real time.
02. Approach
To meet STIB’s user experience challenges, JEMS deployed a comprehensive and structured UX approach.
We started by conducting over 40 in-depth user interviews, which informed a detailed mental model to better understand real user expectations and behaviors.
Based on these insights, we rebuilt the site’s architecture using navigation flowcharts designed to support intuitive and goal-oriented journeys.
Co-creation was central to the process: we ran Design Studio workshops with key stakeholders to align strategic priorities with user needs.
Wireframes were iteratively tested and improved throughout the project, then translated into high-fidelity designs. In total, over 145 user tests were carried out during the sprints — allowing us to validate assumptions, reduce risk, and continuously refine the experience.
To ensure consistency and scalability, a fully documented design system was created in Figma.
Curious about mental models and how they can transform your digital projects? Read the interview of Pauline Lagage, Senior UX Researcher at JEMS Belgium.
03. Impact
The impact of our work with STIB was both immediate and promising for the long term.
User feedback highlighted a noticeable improvement in ease of access to essential information, especially on mobile — confirming the value of a user-centered redesign. Internal stakeholders also responded positively to the process, noting stronger collaboration and shared ownership across departments.
Beyond the success of the project itself, the UX methodology we implemented proved to be scalable and is now being considered for application across other STIB platforms — opening the door for broader organizational impact.
Thanks to the co-creation workshops and continuous user testing, the alignment between UX, business, and tech teams has significantly improved. A quantitative analysis is currently underway to further measure the value delivered.
Improved user experience
Clearer access to essential info, especially on mobile — confirmed by strong user feedback.
Cross-team alignment
Stronger collaboration between UX, business, and tech through co-creation and testing.
Scalable UX methodology
A replicable approach now considered for other STIB platforms.
